Troubleshooting Email Failover

Owned by Lee Raymond
Last updated: Sept 19, 2013 by Jeremy.Alston_FollansbeeVersion comment

About

From time to time TTS will test the resiliency of the Email environment in order to ensure that our ability to withstand outages that are location based to one data center will not impact email service and delivery. While these failovers are primarily invisible to users, here are some helpful tips if a failover event occurred and troubleshooting is necessary:

Helpful Tips

  1. In some cases an email application left open during the maintenance window will require a restart of the application to clear cached mailbox information. This is rarely required. Clients that were actively working during the maintenance window may have seen a disconnection from Exchange for 30 seconds shortly followed by a reconnection to the new database location in TAB.
  2. In some cases a mobile device may require a restart, of the 10 devices used to test the change (4 BES, 6 Activesync), none required one.
  3. If you believe you are seeing unexpected behavior that warrants escalation, please submit tickets to IT@tufts.edu so we can track and coordinate our efforts.

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If you have a question about a Tufts IT service or computer/account support, please contact your IT support group.