Office 365 errors with users on Telecom New Zealand

Forums › IT Pro and developers › Office 365 errors with users on Telecom New Zealand

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | ... | 9

25 posts

Geek

#741589 8-Jan-2013 13:22

Reason is because all customers with issue were on Telecom. Since then there has been some movement and discussion to say otherwise. That was a post off the Office 365 Forums.

Regs

4066 posts

Uber Geek
+1 received by user: 206

Trusted

Snowflake

#741592 8-Jan-2013 13:25

BlakJak:
If it is indeed a routing fault with an upstream service provider, what should happen is that a fault should be logged, and pushed upward from peer to peer. This means Xtra/Telecom (Retail) to Global Gateway to ... whoever. So on one hand it is indeed 'not their problem' but on the other hand, it is - they can a) push a fault upward and b) try to route around the problem if it's close enough to 'home'.

The reality however is when dealing with big providers like Telecom, the work required to do so is often bigger (and wider in impact / risk terms) than is often considered reasonable.

The biggest problem to overcome initially, is finding out exactly where the fault lies. Is it an Office 365 application issue, or a network issue? Do you all Microsoft, or your ISP (or both)? Then, is it Office 365 network issue, an ISP issue or a upstream routing issue? This problem also affects local hosters (or even on-premises software), but to a much lesser extent.

On the flip side, I've used locally hosted services a few times in the past and had them close services down on me. E.g. hosted Office, hosted backup services etc. The costs of moving from provider to provider can potentially outweigh the benefits thus making the move to the "global cloud" seem like a good option.

I still find the biggest problem in this country is the expectation of business owners that they can run an online business using residential grade adsl connections and services such as mail, pay less than they do for other 'essential' services, and then either complain and cry 'compensation' when there is any sort of service disruption, or complain about speed and quality of internet connections. I find it especially frustrating with companies moving to the cloud who have the option of 'fat' pipe, stick to an ADSL solution with a upload speed of < 1mbps.

Sales Engineer
Snowflake
www.snowflake.com

about.me/nzregs
Twitter: @nzregs

blur

384 posts

Ultimate Geek
+1 received by user: 3

#741617 8-Jan-2013 13:52

Ryrager: Apparently a SingTel Routing issue, being worked on.

I'm not sure where this info came from (either Miscrosoft or Xtra / Telecom) but this seems to be the case.

For those who are experiencing the problem with their connections, just try to google "singtel" and then click on the first post that comes up. You'll find that you cannot connect to their website.

On the other hand, when I try to get the page on my iPhone via mobile data it comes up straight away.

I'm not sure it is Xtra, but I agree that it affecting a lot of their customers and they should be doing something about it.

My HTPC - Case Antec Fusion Remote, MOBO Intel DH67BLB3, CPU Intel Core i5-2400S 2.5 GHz, RAM 8GB DDR3 1333, HDD 120Gig Corsair Force Series 3 SSD system | WD Caviar Black 2TB data, Tuners Black Gold BGT3595 dual DVB-S/S2, dual DVB-T, Video nVIDIA GeForce GT 520, 1024MB, Sound Intel® High Definition Audio (onboard), OS Windows 7 x64

blur

384 posts

Ultimate Geek
+1 received by user: 3

#741623 8-Jan-2013 14:00

Regs:

I still find the biggest problem in this country is the expectation of business owners that they can run an online business using residential grade adsl connections and services such as mail, pay less than they do for other 'essential' services, and then either complain and cry 'compensation' when there is any sort of service disruption, or complain about speed and quality of internet connections. I find it especially frustrating with companies moving to the cloud who have the option of 'fat' pipe, stick to an ADSL solution with a upload speed of < 1mbps.

Regs, I take your point here and agree with you, but I'd just like to say that probably the main reasons for people not looking at a dedicated connection rather than an ADSL connection are availability and cost.

The sooner that UFB program comes to the provinces the better - this is where the REAL money is made in this country!

ZeeBOB

26 posts

Geek

#741650 8-Jan-2013 14:18

Regs:

have you tried disabling any WAN acceleration rules for CRM Online in the riverbeds? I've heard of lots of problems where performance is substandard when going through wan accelerators. Also, if you're finding performance slow from within outlook, check this blog post: http://blogs.msdn.com/b/crminthefield/archive/2011/11/11/crm-2011-outlook-client-performance-delays-caused-by-expect-100-continue-setting.aspx

There is also an update to the CRM Client Performance whitepaper out today, check that and ensure you are optimised as best as possible: http://t.co/52OAwtSK

Yes I have put the accelerator into bypass mode (as always to eliminate my network as the source of issues).

Thanks for the updated whitepaper, i've been through that and ensured we comply as best as possible. We don't use CRM in outlook, just the Web UI but even logging in is almost impossible at the moment.

CallPlus are more than aware of the issue and have their own case escalated with SCCN/GG... Here's hoping they fix it soon :)

ZeeBOB

26 posts

Geek

#741656 8-Jan-2013 14:27

Yummy!

Took me 12 attempts to get to the diagnostics page

HP

Shop now for HP laptops and other devices (affiliate link).

vonfluffy

24 posts

Geek
+1 received by user: 6

#741674 8-Jan-2013 14:48

Im glad its not just a handful of customers as unfortunately then it gets pushed back to being a client side problem.

Thankyou geekzone for being a good source to gather other IT people with similar issues.

blur

384 posts

Ultimate Geek
+1 received by user: 3

#741677 8-Jan-2013 14:52

vonfluffy: Im glad its not just a handful of customers as unfortunately then it gets pushed back to being a client side problem.

Thankyou geekzone for being a good source to gather other IT people with similar issues.

Yep - Agree with that...

Got a status update from my ticket with Microsoft. Says nothing really, but thought I'd share it:

Dear Mr. XXXX,

This is Andrew from Microsoft Office 365 Technical Support.

This is just a friendly update on the ongoing issue with the latency and disconnections while accessing the Microsoft Online Portal and Outlook Web App. Our Operations Team is still working on identifying what's causing the issue, but they believe they might have found the cause and are currently confirming if that's the case. I will keep you updated with any other information I get from them and I'm sorry for the inconvenience this issue is causing you.

Thank you for contacting Microsoft Office 365 Technical Support.

kidona

8 posts

Wannabe Geek

#741682 8-Jan-2013 15:05

Been having the same issues since Monday for my business and one of our clients, we are both with Xtra. Other clients on Offic365 seem to be fine (Touch Wood!)

Thanks for the tip on the board in regards to setting up a VPN connection through a different ISP which seems to have worked for now. Hopefully they resolve it quickly, lucky my Office365 webmail is working fine today.

plambrechtsen

1948 posts

Uber Geek
+1 received by user: 459
Inactive user

#741693 8-Jan-2013 15:19

I've had a chat with our 3rd level CTS support guys and they are aware of it and looking into the issue. So far it looks like a SingTel / MS issue but the root cause still isn't known.

My wife is giving me jip for being on my computer during my holiday so I suggest everyone who is having the issue log a call with the helpdesk, and then if it's a global gateway / routing issue that can be escalated through to them.

Edit: Done some searching and it seems to be a Global Gateway / SingTel routing issue: http://community.office365.com/en-us/forums/148/p/80482/312339.aspx

I'm trying to escalate into Global Gateway folks.

vonfluffy

24 posts

Geek
+1 received by user: 6

#741712 8-Jan-2013 15:36

I tried to log a ticket with the adsl helpdesk and gave up.. Alas getting through to someone who can understand an issue like this proved a problem this morning.

HP

Shop now for HP laptops and other devices (affiliate link).

kidona

8 posts

Wannabe Geek

#741713 8-Jan-2013 15:37

plambrechtsen: I've had a chat with our 3rd level CTS support guys and they are aware of it and looking into the issue. So far it looks like a SingTel / MS issue but the root cause still isn't known.

My wife is giving me jip for being on my computer during my holiday so I suggest everyone who is having the issue log a call with the helpdesk, and then if it's a global gateway / routing issue that can be escalated through to them.

Edit: Done some searching and it seems to be a Global Gateway / SingTel routing issue: http://community.office365.com/en-us/forums/148/p/80482/312339.aspx

I'm trying to escalate into Global Gateway folks.

Thanks for the Update Peter.

vonfluffy

24 posts

Geek
+1 received by user: 6

#741715 8-Jan-2013 15:39

Would also be fantastic if faults like this were put onto the network issues pages like
http://www.telecom.co.nz/whatsnew/broadbandservicestatus/?f=network-status

maybe with a ticket number you can refer to.. would mean if you called the helpdesk and gave them the case number they would get an idea on the number of people experiencing this issue and know how critical it is.

I think xnet was the only ISP i noticed ever updated their network issues page. no point in having it if its not used.

kidona

8 posts

Wannabe Geek

#741717 8-Jan-2013 15:41

vonfluffy: I tried to log a ticket with the adsl helpdesk and gave up.. Alas getting through to someone who can understand an issue like this proved a problem this morning.

I was nervous after narrowing the issue down to a Telco / ISP as there was no possible way I was going to explain this sort of issue to the ADSL helpdesk and get a resolution from it. Finding this post made me feel like a weight was lifted off my shoulders knowing I wasn't the only one going through the issue.

Regs

4066 posts

Uber Geek
+1 received by user: 206

Trusted

Snowflake

#741723 8-Jan-2013 15:46

ZeeBOB:
Regs:

have you tried disabling any WAN acceleration rules for CRM Online in the riverbeds? I've heard of lots of problems where performance is substandard when going through wan accelerators. Also, if you're finding performance slow from within outlook, check this blog post: http://blogs.msdn.com/b/crminthefield/archive/2011/11/11/crm-2011-outlook-client-performance-delays-caused-by-expect-100-continue-setting.aspx

There is also an update to the CRM Client Performance whitepaper out today, check that and ensure you are optimised as best as possible: http://t.co/52OAwtSK

Yes I have put the accelerator into bypass mode (as always to eliminate my network as the source of issues).

Thanks for the updated whitepaper, i've been through that and ensured we comply as best as possible. We don't use CRM in outlook, just the Web UI but even logging in is almost impossible at the moment.

CallPlus are more than aware of the issue and have their own case escalated with SCCN/GG... Here's hoping they fix it soon :)

i'm on callplus fibre and not having any issues logging in to APAC crm orgs. If you're having trouble with CRM, try logging in using "in private" browsing mode on internet explorer and see if that makes a difference. I noticed a few clients have some of the URLs loaded in the "trusted" IE zone, but not all, and that causes problems for authentication. In Private mode basically ignores Zones treating everything as public, and does not cache anything permanently.

Sales Engineer
Snowflake
www.snowflake.com

about.me/nzregs
Twitter: @nzregs

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | ... | 9