1. Office 365 Performance Management

2. Meet Paul Andrew | @pndrw
Office 365 Technical Product Manager
Office 365 datacenter, networking, identity management
Passion for informing and inspiring IT Professionals to create simpler solutions to complex problems
Meet Paul Collinge
Senior Premier Field Engineer, Microsoft UK

3. M9: Performance Troubleshooting Process and Tools Used

4. 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.

5. 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

6. 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.

7. 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?

8. 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

9. 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.

10. 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

11. 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

12. Demo
Netmon install and use

13. 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

14. Demo
PSPing install

15. 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

16. TraceTCP install and usage
Demo
TraceTCP install and usage

17. 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

18. Free version HTTPWatch install and usage
Demo
Free version HTTPWatch install and usage

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