Shawn Mc Grath Dir of Supportability Redmond WA

Shawn Mc. Grath Dir. of Supportability Redmond, WA Gabe Bratton Nino Bilic Amir Haque Timothy Heeney Angela Taylor Scott Landry Management, Store, Mailbox Las Colinas, TX Outlook Las Colinas, TX Client Access & Mobility Las Colinas, TX Hybrid, Setup/Deployment Austin, TX Mail flow, Protection & Security Charlotte, NC Protection/Compliance Redmond, WA Nasir Ali Principal Escalation Engineer Las Colinas, TX 3

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Keeping it real Support Volume Failure Rate % of Active Users 40% 59% Feedback built in 97% 34% 1% Better failure Experience New Hybrid Options

Keeping it real Sa. RA | O 365 Support and Recovery Assistant Automatic assistant to help troubleshoot & resolve common O 365 support issues

Support Vol. (Normalized) Keeping it real NDRs Continue Improving in YOUR Inbox! 40% We have been revamping & evolving the NDRs for the past 18 months. Reduce helpdesk & administrator effort, and support calls. Improvements ongoing! New! 552 Denied Becomes The recipient's mail system wasn't able to confirm that your message was sent from a trusted location. Please forward this message to your email admin. For Email Administrators This error is related to the Sender Policy Framework (SPF). The destination email system's evaluation of the SPF record for the message resulted in an error. Please work with your domain hoster or the recipient's email admin to ensure your SPF records are correctly configured.

Exchange. Feedback@microsoft. com

Areas we can discuss in more detail… Client Access & Mobility Administration / Recipient Configuration Migration Outlook Hybrid Modern public folders Transport / Mail flow Information Protection Compliance

What are the issues? What are we doing? Outlook profile misconfigured/corrupt (new profile works) Outlook 2016 uses Autodiscover for Exchange mailbox connectivity (dependence on registry keys removed) Outlook configuration for connectivity in O 365 ‘Direct Connect’ works to connect without DNS records Troubleshooting Outlook Connectivity issues is not easy, logical & streamlined Sa. RA is available to Admins & End Users thru Outlook backstage (Support), automated troubleshooting with recovery workflows (7 scenarios) Outlook version is not latest, needs updates Outlook 2013 & 2016 (C 2 R) now warn on launch if an update is required for better user experience Support for the new MAPI/HTTP Protocol in Outlook for Exchange Connectivity Faster connection times, better performance, EXO is fully enabled for MAPI/HTTP (Outlook 2010 thru 2016) Outlook mobile app uses AWS for mailbox data cache Outlook mobile app now uses Azure & O 365 -EXO storage for mailbox data cache (O 365 Trust Center Compliant)

What are the issues? What are we doing? Mailbox permissions scenarios O 365 Groups have started taking over some of the “mailbox permissions” scenarios. Improvements to Group calendar is going to help even more. How to: create / configure email alias From management viewpoint, Alias is now front and center to new Admin portal. Please see me about your scenarios. How to: recover deleted items Both OWA and Outlook now feature a ‘Recover items recently removed from this folder’ wording: How to: manage distribution groups New Admin portal allows you to manage all types of groups in a single place. No more confusion. Shared mailboxes related New Admin portal makes things easier: set OOF and forwarding easily. Working to document a few end-to-end scenarios to show that enabling for logon is not needed.

What are the issues? What are we doing? Error Prone Migration Experience We are working on an improved platform for migration. This will lead to a more performant and reliable migration IMAP Migration using MRS IMAP migrations are know for being slower, more error prone, and hard to diagnose issues if they arise. We are moving the backend engine to MRS which should improve things a lot Onboarding process The onboarding process is one that is currently disjointed and hard to follow. We are working on improving this story by bringing the onboarding and migration process together Common failure points With the new experiences being deployed we will have better error message experiences. We will also be doing more to show progress of migrations MRS configuration failures We have added MRS endpoint creation options to the HCW and we provide verbose logging if it fails

What are the issues? What are we doing? Hybrid is not for everyone Most Hybrid tenants are 150 seats and under. We have created minimal Hybrid and are working toward a full end to end experience OAUTH The OAUTH wizard is now part of the HCW and will be expanded to enable more capabilities for customers to leverage apps to work with on-premises exchange Hybrid is not the end story We are working hard to get the customers onboarded using the best options available, which may not be traditional Hybrid Too many hard to resolve errors We are looking at EVERY failure case for the HCW and trying to address it with code. For those we cannot we have content and a proper error experience. Removing blockers The new HCW is build to work with Multi Forest environments, support statement for Alt. ID, and some cross premises scenarios added

What are the issues? Outlook. com accounts migrated to Exchange connecting as EAS are broken or crash starting 9/3/16 Outlook Hangs On Splash Screen At Boot When Display Set To 125% Unable to drag and drop emails to folders after Windows 10 Anniversary Update Some customers want to disable Simplified Account Creation What are we doing? Outlook. com EAS team is investigating. In the meantime we recommend removing the account from Outlook (EAS), and add it back so that it adds as an Exchange Account. Scheduled for the October 2016 PU, KB 3188434 The Windows Team is investigating a fix. No ETA yet but a high priority. Policy has been documented to disable the feature, KB 3189194 14

What are the issues? What are we doing? Outlook 2016 Safe Mode fails with a blank auth dialog with a 1 second frequency Hotfix submitted, no ETA yet. Workaround Disable ADAL Auth. Outlook 2016 Metered Connection Warning & Upgrade in Progress Outlook 16 Public folder contents are not accessible in Outlook 2016 when added to favorites with Download Public Folder Favorites enabled Folder pane in Outlook 2016 disappearing Hotfix submitted, no ETA yet. Workaround revert to Feb Fork build KB 3161084. Hotfix submitted, ETA Jan 2017 PU, KB 3169741 Fixed in August update version 7167. 2040. FRDC channel will get the fix in public update 10/11/16.

What are the issues? What are we doing? Capacity (# of PF mailboxes supported) Exchange 2016 CU 2+ and EXO = 1000 PF mailboxes Exchange 2013 = 100 PF mailboxes Public Folders not accessible on Mac Outlook April 2016 update for Office 2016 for Mac (link) EHLO Blog post explaining it all (link) No migration from modern PFs to EXO Migration is being worked on. Call for customers to help test went out on the blog (link). We expect to start supporting those scenarios early in CY 2017, starting with E 2013 > EXO We just announced (link) that we are starting to test Migration scale problems: only 100, 000 folders migrations of up to 500, 000 E 2010 PFs to EXO. This work to supported continue

What are the issues? What are we doing? Customers need to find out what happened to their email Continue making Message Trace and Reports best-in-class for both users & admins (rolling incremental updates) Encryption technologies should be best in class • Message Encryption (OME) top feature requests • RC 4 Cipher disabled, TLS 1. 2 support, SHA 256 Inbound/Outbound Connectors difficult to configure Connector wizards with validation; improved attribution Troubleshooting is difficult • Improving NDRs (incremental updates) • Inline automated troubleshooter

What are the issues? What are we doing? Admins & decision makers need confidence in their choice to use EOP. Need reporting on IW’s FN/FP experiences and recommended changes. Need better reporting all around. Delisting blocked outbound senders Admins to self-manage appropriately. Need to understand remaining blockers for self-management. Spam / Phishing / Spoofing / False negatives Incredible progress made in the past year, including automatic spoof protection. Malware & zero-day Advanced Threat Protection and Common Attachment Blocking. Complex administration for security & compliance officers. Security & Compliance Center rolled out.

What are the issues? What are we doing? Unlimited Archive • Unlimited Archiving now available in Asia-Pacific regions with other regions to follow soon Import Service – Importing PST files via Drive Shipping or Network Upload • Network Upload is available at no cost • Drive Shipping is $ 2. 00 USD per GB • Working on improvements to the Import Service Customer Dashboard to provide detail information regarding the Import Job status How to enable Auditing • One-Click option to enable Auditing available in the Security & Compliance Center Homepage How to configure and manage Retention policies and tags • Working on re-designing of user experience to highlight the impact of newly created policies and tags

Security & Compliance Center provides a single location for all of your Office 365 compliance needs across Exchange Online, Share. Point Online and One. Drive for Business.

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