Troubleshooting a calendar or mail item in Outlook for Office 365 Dedicated/ITAR

Symptoms
Users may have a problem with a calendar or an item in their mailbox in Microsoft Office 365 Dedicated/ITAR, such as with the functioning of an Out-of-Office message, a reminder or a rule.
Cause
There may be multiple causes of the problems that are reported about an item in a mailbox. This article helps explain how to diagnose and troubleshoot these kinds of issues.
Resolution
When you work with a user who reports a problem in their mailbox, it's important to make sure that the correct data is documented about the problem and that the appropriate steps are followed to resolve the issue. 
  1. It's important that users run the most recent version of their Outlook client. New versions of Outlook are routinely released to fix common issues. This information is available under File -> Help (in Outlook 2010) or under File -> Office Account (in Outlook 2013). The following resources are available to highlight the most recent versions of the client that's available to users: 
  2. Review the Outlook best practices if the issue involves the calendar.
  3. Direct the user to run a scan by using the Office Configuration Analyzer Tool (OffCAT). This tool reviews the details in a user's profile and highlights many known issues and available fixes. This scan includes calendar items that may have misconfigurations. Information and download instructions are available at KB 2812744 Office Configuration Analyzer Tool (OffCAT) information. Details about the calendar item checks included in OffCAT are available at KB 2678030 Information about the Calendar Checking Tool for Outlook (CalCheck).
  4. Depending on the issue, an administrator may have to download Microsoft Exchange Server MAPI Editor (MFCMPAI) to resolve an issue.

    Requirements
    • Administrator must have Full Access permissions to the mailbox.
    • An online profile for the mailbox must be created.
    MFCMPAI is available for download at http://MFCMAPI.codeplex.com.

    Some scenarios require MFCMAPI. For example: 
  5. If the issue isn't resolved after the previous steps, collect the following details: 
    • Who is affected by the issue?
    • What is not working as expected (including specific examples)?
    • Where is the issue being experienced?
    • When did the issue start?
    • How does the issue affect the user's work processes?
  6. Collect a Problem Steps Recorder (PSR) of the issue to help explain the scenario, and then capture screen shots and the user experience. For more information about PSR, see How do I use Problem Steps Recorder?
When you engage Microsoft for additional assistance, provide the OffCAT scan, scoping details, and the PSR.
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Article ID: 3140299 - Last Review: 02/18/2016 05:07:00 - Revision: 3.0

Microsoft Business Productivity Online Dedicated, Microsoft Business Productivity Online Suite Federal

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