Escalation Path
When a problem cannot be resolved by the administrator(s) on duty, it needs to be escalated to the next support group.
First Tier ——Use the others in the first-tier team to troubleshoot and solve the problem ；
Second Tier ——When first tier cannot resolve a problem, the escalation path is to the second-tier escalation team ；This team is responsible for providing a solution or escalating to MTS ；
Third-Tier Engineering ——The engineering team is responsible for providing a solution or researching the issue so it can be resolved. This team also has the responsibility of escalating to MTS if required bitsCN_com
八:Disaster Recovery Procedures
Problems with Exchange servers generally fall into one of the categories below:
1. Hardware failures
2. Database corruption
3. Accidentally deleted mail
4. Windows NT failures
5. Drive structure failures
6 . Clone to new hardware
As long as there is a backup of the database, the server can be restored. If the Information Transaction LOG files exist, then there will be no data loss.
If there isn’t a backup, then the server must be rebuilt from scratch. The DS database is required—if it isn’t available then there is no option but to completely rebuild the server. bbs.bitsCN.com
九:Hardware Failures
If a component is damaged, the local hardware technician can replace the component. This plan assumes that the data on the hard drives is intact.
Database Corruption
If one of the Exchange databases is corrupt, restore it from the last backup.
A corrupt database will generally be found when the Exchange backup occurs. Look for event #25. Note that the recommendation is to restore from backup.
Accidentally Deleted Mail
If a customer accidentally deletes needed mail, a second machine must be used to do the restore. Because the entire IS database must be restored in order to retrieve the mailbox, the production server can bitsCN.nET中国网管博客
十:Windows NT Failures
A Windows NT failure is when the operating system is corrupted and won’t start or continually crashes. Be sure that the latest service packs have been tried before assuming there is corruption. Infrequent crashes are usually related to a bug, not corruption.
Recovering from a broken operating system isn’t as difficult as it seems. Since the databases should be intact, they can be “slid” into place once the software is replaced.
The procedure is to install Windows NT and Service Packs, install a dummy version of Exchange, and then put the data back into place.
Windows NT Failures
Drive Structure Failures
This section assumes that data on the D$ drive has been lost due to massive corruption or the loss of multiple drives in the RAID5 array. Tape backups of the DS and IS databases are required.
If the LOG files aren’t available, there will be data loss. The loss will be the data since the last backup
Clone to New Hardware
In these procedures only the databases and the tracking logs files are brought forward to the new server. This renders a server with clean Windows NT and Exchange installs
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PSS Troubleshooting Tips
Recovering an Information Store That Will Not Start
Some things to check first:
nSufficient disk space on the drive that holds the database and log files
Windows NT Event Log
Make a full offline backup of the Information Store. This should include all EDB and LOG files (the location of these files can be seen in the Exchange Admin program on the Database Paths page of the Server object). These files are critical to development, so they can diagnose the problem and fix the code to recover from similar situations in the future bitsCN_com
十一:PSS Troubleshooting Tips
Recovering a directory that will not start
Some things to check first:
nSufficient disk space on the drive that holds the database and log files
Windows NT event log
Make a backup of the DSADATA subdirectory. These files are critical to development, so they can diagnose the problem and fix the code to recover from similar situations in the future. 中国网管联盟
十二:PSS Troubleshooting Tips
Recovering an MTA That Will Not Start or Terminates Unexpectedly
Some things to check first:
Sufficient disk space on the drive that holds the MTADATA subdirectory
Windows NT Event Log
十三:Collect data
The following steps will help PSS and development determine what may have caused the MTA to have problems:
n?? Stop the MTA Service.
n?? Enable Maximum MTA logging through Exchange Admin for all diagnostics except APDU (which should be set to none) and Interoperability (which should be set to medium).
n?? Start the MTA Service.
n?? Reproduce the problem.
n?? Make a full backup of the MTADATA directory, including DB*.DAT and *.LOG files.
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