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Lotus Notes 7 Support
Lotus Training Overview

This course is designed for help desk personnel responsible for supporting both network based and mobile Notes 7 users.

The course starts with a technical discussion of how Notes and Domino work together. The course provides a very practical approach to fulfilling most user requests and solving many workstation problems, but at the same time helping you understand when to escalate problems to the proper Domino or Notes administrator or to a custom application developer.

Lotus Training Learning Objectives

In this course, you will learn how to:

  • install and configure Notes
  • configure Notes for multiple and roaming users
  • troubleshoot network connectivity, Domino Server access, and database access problems
  • understand and troubleshoot Notes User ID problems
  • configure Notes Mail and make it easier for users to correctly address messages
  • troubleshoot mail transfer and delivery problems
  • solve Mail database issues, including accidental database and message deletion, reducing file size to meet its quota, and redesigning the database
  • create private views and folders
  • solve and prevent document-related problems
  • export data from a view and create a mail-merge output file and import data into a view to create documents
  • create simple agents to automate Notes
  • configure Windows and Notes to use a modem
  • create Connection and Location documents
  • support mobile users who use Notes while disconnected from the network.

Lotus Training Audience

This course is designed for help desk workers responsible for direct Notes user support. These people do not typically have Domino Administrator or administrative rights to the Domino Server but are responsible for installing, configuring, and supporting Notes users.

Before taking this course, it is recommended that you have met these prerequisites:

  • are proficient using Lotus Notes 7 and Domino Web Access 7 and have mastered all of the Topics in the Lotus Notes 7 User Essentials and Domino Web Access 7 User Essentials courses
  • understand the principles and operation of personal computer networking using TCP/IP in LAN/WAN/Internet environments
  • have installed and supported the operating system used in this course (Windows 2000 or XP Professional), as well as applications used by those systems
  • know how to configure network interface cards and modems.
This course is part of a series of help desk worker training courses:

Courses later in the series assume that you have mastered the content of earlier courses. Depending on your job responsibilities, you may need to follow this course with the Lotus Notes 7 Administration course. This course is designed for administrators responsible for registering Notes users and developing Policies, and who have at least limited administrator rights to the Domino Directory. This diagram contrasts the audiences for the Lotus Notes 7 Administration and Lotus Notes 7 Support courses:

Lotus Training Course duration

To cover all topics in this course, you will need approximately 3 days

Lotus Training Course Outline

Topic 1: The Domino Client Support Landscape

    Notes client and Domino Server
    Clients that connect to Domino
    Defining technology
    Support roles in an organization
    Support resources
    Support database
Topic 2: Install Notes
    Provisioning a new Notes user
    Standard and custom installers
    Ways to run the installer
    Offline installation
    Obtain the installer
    Exercise: Install Notes software
    Step 1: Uninstall previous installations
    Step 2: Start the Notes installer
    Step 3: Customer information
    Step 4: Choose directories
    Step 5: Client choice
    Step 6: Ready and set default email client
    Step 7: Reboot computer
    Results of the installation
    Rerun the Installer
    Custom installations
    Install Notes using the Transform file
    Software updates

Topic 3: Configure Notes
    Setup policy settings
    Exercise: Notes Client Configuration wizard
    Exercise: Check Notes setup
    Information needed when Notes starts
    Summary: What Notes needs to access Domino
    Back up user files
    Reinstalling Notes
    Re-running the Client Configuration wizard
    Reconfiguration wizard
    Notes Log
    Debug variables
    Notes crashes
    Character display sizes

Topic 4: Notes Connectivity via the Network
    Notes connectivity overview
    Network configuration overview
    Basic network connectivity
    Operating system configuration
    Protocol-level connectivity testing
    Network statistics
    Router paths
    Connection problems at startup
    Port settings in Notes
    Location document
    Connection document
    Role of Home/Mail Server
    How Notes locates a Domino Server
    Trace Connections from Notes
    Exercise: Network connectivity
    Proxy and firewall servers
    User connections to servers in other Domino Domains

Topic 5: Multi-User PCs and Roaming Users
    Strategy 1: Shared executable files
    Strategy 2: Multiple users on one computer
    Strategy 3: Roaming between computers
    Two roaming configurations
    Setting a user as a roaming user
    Multi-user roaming
    Single-user installation roaming
    Strategy 4: Data directory on a file server
    Third-party roaming solution
    Strategy 5: Citrix MetaFrame
    Strategy 6: Switch locations
    Strategy 7: Browser access to mail
    Exercise: Access mail via WebMail

Topic 6: Notes and Domino Access Errors
    Sequence of access errors
    Error 1: Wrong Notes password
    Error 2: Cant find path to server
    Error 3: Failure to authenticate
    Error 4: Server Error: You are not authorized to use the server
    Error 5: User cant create a new or replica database on a server
    Error 6: You are not authorized to access that database
    Error 7: User cant create a document in database
    Error 8: User cant delete his/her own document
    Error 9: User accidentally deletes his/her own document
    Error 10: User cant edit or delete others documents
    Error 11: Certain custom database features are not visible
    Error 12: User cant create local replica of server-based database
    Error 13: User cant open locally encrypted database
    Error 14: User cant open encrypted document
    Exercise: Server and database access
    Sametime client set up in Notes
    Sametime login name and password
    Using a Sametime user name different from the Notes name

Topic 7: Configure Notes Mail
    Message transfer protocols
    Message flow
    Notes Mail configuration
    User Mail database ACL
    Create a Memo
    Send Memo
    Deliver mail to user
    Read mail
    User Preferences vs. Mail Preferences
    Make Notes the default mail program
    Mail security
    Exercise: Sign and encrypt message
    User cant open encrypted memo

Topic 8: Address Mail
    Accurate addressing
    Local Address Book
    Contact documents
    Exercise: Add contact
    Public Keys
    Mailing Lists (Groups)
    Exercise: Contact and Group documents
    Mobile Directory Catalog
    Exercise: Create replica of the Mobile Directory Catalog
    LDAP Account documents

Topic 9: Troubleshoot Mail Transfer and Delivery
    Message flow
    Exercise: Mail configuration
    Delivery Information
    Exercise: Read delivery information
    Delivery failures
    Delivery options
    Exercise: Delivery options
    Internet mail delivery failures

Topic 10: Manage Mail Databases
    Problem 1: Accidental Mail database deletion
    Problem 2: Accidental message deletion
    Problem 3: Exceeding size quota
    Help users slim down mail
    Shared attachment database
    Mail archiving
    Problem 4: Wrong or obsolete design

Topic 11: Private Views and Folders
    Why create a private view
    Security and storage
    Where is my private view?
    View characteristics
    View restrictions
    Create a private view
    Customize view
    Understand the data
    Two view selection options
    Simple Search
    Conditions options
    Select by formula
    Time-based selections
    Select by document property
    Selection by exclusion
    Column properties
    Column Value
    Example formulas
    Column properties
    Column Info tab
    Sorting tab
    Format tabs
    Advanced tab
    Exercise: Create private view
    Create private folder
    Delete private view or folder

Topic 12: Document Issues
    Problem 1: Changing forms to read a document
    Alternate forms
    Manually change forms
    Automatically change forms
    Potential user confusion
    Problem 2: Replication conflicts
    Manual reconciliation
    Prevent conflict documents by design
    Automatic document locking
    Manual document locking
    Document locks and mobile users
    Exercise: Replication conflicts and document locking
    Problem 3: Phantom documents
    Problem 4: Document reader lists
    Recover private documents
    Exercise: Private document
    Problem 5: Removing document from folder versus deleting it
    Problem 6: Copied and pasted documents

Topic 13: View-Level Export and Import
    Copy Selected as Table
    Print calendar to document
    View-level export
    Export to Comma Separated Value (CSV)
    Export to 1-2-3 file
    Export to Structured Text
    Export to Tabular Text
    Other reporting products
    View-level import

Topic 14: Simple Agents
    Agent examples
    Components of every agent
    Agent considerations
    Agent List
    New Agent dialog box
    Add (simple) actions
    Document selection
    How Simple Actions operate on documents
    Simple Action actions
    Exercise: Newsletter agent
    Safe agent testing
    Running agents locally on a schedule

Topic 15: Notes Connectivity via Modem
    Ideal configuration
    Ways to connect via modem
    Install modem hardware
    Exercise: Simulate adding modem in Windows XP
    Network Dialup overview
    Information you will need for Network Dialup
    Notes Port settings for Network Dialup
    Notes Direct Dialup overview
    Configure modem for Notes Direct Dialup
    Notes Client Reconfiguration Wizard

Topic 16: Connection and Location Documents
    Connection documents
    One connection, multiple locations
    Location documents
    Switch locations
    Common location dial modifiers
    Proxy servers and HTTP tunneling
    Summary: Connection and Location documents
    Connection for Home (Network Dialup) location
    Exercise: Simulate Network Dialup configuration of connection
    Connection for Home (Notes Direct Dialup) location
    Test your location and connection
    Prompt for time/date/phone in Location documents
    Travel across time zones
    Phonebook database
    Domino Passthru Servers
    Passthru topology
    Client-side Passthru configuration
    Server-side configuration
    Hunt group of Passthru Servers
    Server-side security
    Passthru authentication
    Passthru logging

Topic 17: Prepare Notes for Mobile Use
    What mobile users need
    Two ways to work remotely
    Create replica database copy
    Exercise: Create replica copies and replicate
    Setup/Desktop Settings policy documents
    Open the replica from a Bookmark
    Replicate databases
    Replicas and the database ACL
    Exercise: Replicate databases
    Replication page
    Database replication tasks
    Call Entry/Hangup Entry tasks
    Schedule task
    High priority databases
    Enable the replication schedule
    Exercise: Scheduled replication
    Force Replication page tasks
    Replication settings
    Advanced replication options
    Easy selective replication
    Local free time information
    Local Freetime database
    Add Freetime to the Replication page
    Drawbacks of remote scheduling
    Replication page options
    Replication folders
    Replication History
    General replication troubleshooting

Topic 18: Additional Mobile Security
    User ID responsibilities
    Encrypt existing local databases
    Database security and replication
    Enforce consistent ACL
    Replicate or copy documents ACL attribute
Topic 19: Take Notes on the Road
    Two ways to work remotely
    Before you leave the office
    Other things not to forget
    While you are in transit
    When you arrive at your destination
    Replication page
    When you receive mail
    When sent messages are transferred
    Keep replication times short
    Back in transit
    When you return to the office
    Exercise: Simulate travel
    Miscellaneous tips for mobile user support
    Replication and accidental document deletion

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