Skip to main content

Pia: Outlook Mail Flow Troubleshooting

Overview​

Allow the Chat User to troubleshoot mail flow problems within the Microsoft Outlook client

Platforms​

The package supports the following platforms

  • Cloud Hybrid
  • Cloud Only

Requirements​

Microsoft Outlook is installed on the client/target computer.

Cloud Hybrid Orchestrator agents in a valid state on

  • Primary Domain Controller
  • Azure AD Connect Server

On Prem Orchestrator agent in a valid state on

  • Primary Domain Controller

Cloud Only

  • Microsoft Graph API Authorization and Delegation

Setup & Configuration​

Global Config

  • Password minimum length

  • Password options

  • All Staff AD Group

  • Primary Domain Controller

  • Azure AD Connect Server

Process​

The steps that the package takes during process execution are:

WuwwLa~ {.tabset}

Cloud Hybrid​

Step 1 Pia will connect to Azure and obtain a list of all group members

Step 2 Pia will present the Chat User with a list of users, requesting the Chat User to select a user to troubleshoot Outlook issues on.

Step 3 Pia will check if the selected user has recently logged into any computers, and it will list the machines for the Chat User to select, if the user has not recently logged into a computer a list of all machines will be presented to the Chat User

Step 4 Pia will set programmatic access on the selected user computer to interact with Microsoft Outlook.

Step 5 Pia will check the selected users licensing information.

Step 6 Pia will connect to the user's machine and perform the following tasks:

- Check in outlook to see if the send/receive is working
- Check if there are any items in the users sent directory
- Check the last time the user received an email in outlook

Pia will log in to Exchange Online via PowerShell remoting and perform the following tasks:

- Check if there are any quarantined emails in which the user is a recipient
- Check the last date the user received the email according to Exchange Online
- Check the last date the user sent an email according to Exchange Online
- Check if there are service outages for exchange online or office 365 for the APAC region

Step 7 Pia will revert programmatic access to the selected user computer.

Step 8 Finally, Pia will present the Chat User with the resulting data

Cloud Only​

Step 1 Pia will connect to Azure and obtain a list of all group members

Step 2 Pia will present the Chat User with a list of users, requesting the Chat User to select a user to troubleshoot Outlook issues on.

Step 3 Pia will check if the selected user has recently logged into any computers, and it will list the machines for the Chat User to select, if the user has not recently logged into a computer a list of all machines will be presented to the Chat User

Step 4 Pia will set programmatic access on the selected user computer to interact with Microsoft Outlook.

Step 5 Pia will check the selected users licensing information.

Step 6 Pia will connect to the user's machine and perform the following tasks:

- Check in outlook to see if the send/receive is working
- Check if there are any items in the users sent directory
- Check the last time the user received an email in outlook

Pia will log in to exchange online via PowerShell remoting and perform the following tasks:

- Check if there are any quarantined emails in which the user is a recipient
- Check the last date the user received the email according to Exchange Online
- Check the last date the user sent an email according to Exchange Online
- Check if there are service outages for exchange online or office 365 for the APAC region

Step 7 Pia will revert programmatic access to the selected user computer.

Step 8 Finally, Pia will present the Chat User with the resulting data