Office 365 Performance Management

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M9: Performance Troubleshooting Process and Tools Used

Troubleshooting Process 7/12/2019 Troubleshooting Process © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Troubleshooting Process Ask the customer what apps are impacted Understand when/where it happens and when/where it doesn’t Learn the customer network topology and the Internet routing Prepare by having admin access to machines and operators standing by at network remote locations Perform tests to isolate where in the system the problem occurs Perform tests for specific issues Learn the tools to use for these tests Find the root cause and fix it

Identify the problem scenario 7/12/2019 Identify the problem scenario Customer Scenario Questions Test for impact to Office 365 client applications Identify locations where users are impacted Clarify if all users or just some are impacted Did performance recently get much worse? Has anything changed recently or more users added? Do the users have the same issue at home? Are non-Office 365 services performing poorly? If not on site then capture a video of the problem PSR.EXE Customer Topology Background Identify the ISP and the Internet connection type Get internal network, egress and Internet proxy details © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Internet Egress Point Detail Where is it? What is there? Firewalls NAT devices Proxies Web Traffic Scanners Direct Connection available? Which ISP? Bandwidth available Shared with other services?

Troubleshooting performance issues Key issues to check for: Latency/Round Trip Time TCP Window Scaling GEO DNS issues NAT, Proxy and Firewall port exhaustion Packet Loss Routing and Peering TCP Idle time settings Proxy Authentication DNS performance SACK and TCP MSS Lync tests to Server SharePoint customization performance

7/12/2019 Key Tools © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Key Tools Network Capture tool Microsoft PSPING Trace Route Microsoft Netmon WireShark TCPDump Microsoft Message Analyzer Microsoft PSPING Trace Route Tracert TraceTCP Application Level tools HTTPWatch Fiddler Outlook Connection Status

Microsoft NetMon Captures packets from the network Let’s you view and filter on the data Caution, data may contain personally identifiable information Use command line version for longer captures Often customers will not allow this remotely so that they can watch you run it

Demo Netmon install and use

PSPing Measures round trip time to a network end point Uses TCP instead of ICMP Measures time between SYN and SYN ACK ICMP may be blocked ICMP may be routed separately to TCP packets

Demo PSPing install

TraceTCP The TCP tool for TraceRT as PSPing is to Ping Shows network route to destination Doesn’t show reverse route TraceRt is quick and easily available, but often ICMP is blocked

TraceTCP install and usage Demo TraceTCP install and usage

HTTPWATCH Shows HTTP traffic on a PC Has a free and paid version Quickly and clearly shows poorly performing page element Shows GET request and response for HTTPS session Shows response code Alternative to Fiddler

Free version HTTPWatch install and usage Demo Free version HTTPWatch install and usage

M9 Summary: Performance Troubleshooting Process and Tools Used Troubleshooting Steps Problem Scenario Internet Egress Point Troubleshooting Tests Troubleshooting Tools Demos