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Lotus Notes 8 Support
Lotus Training Overview

This course is designed for help desk personnel responsible for supporting Notes 8 Standard and Basic configurations users, whether they are connected via the network or modem.

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 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 Standard and Basic configuration clients
  • 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 to connect to Domino and support mobile users who use Notes while disconnected from the network
  • support the additional features of Notes Standard configuration.
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 8 and Domino Web Access 8 and have mastered all of the Topics in the Lotus Notes 8 User Essentials and Domino Web Access 8 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 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 staff 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 8 Administration course. That 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 of the Lotus Notes 8 Administration and Lotus Notes 8 Support courses:

Lotus Training Course duration

3 days

Lotus Training Course outline

    Topic 1: The Domino Client Support Landscape
      Notes client and Domino Server
      Clients that connect to Domino
      Defining technologies
      Support roles in an organization
      Support resources
      Support database

    Topic 2: Install Notes
      Provisioning a new Notes user
      Notes installers
      Ways to run the installers
      Offline installation
      Obtain the installer
      Demonstration: Install Notes Standard configuration software
      Step 1: Start the Notes Standard configuration installer
      Step 2: Customer information
      Step 3: Choose directories
      Step 4: Client features
      Step 5: Ready and set default email client
      Step 6: Reboot computer
      Results of the installation
      Exercise: Create Shortcut to start Basic configuration
      Rerun the Installer
      InstallShield Tuner for Lotus Notes
      Install Notes using the Transform file
      Software updates
      Uninstall Notes

    Topic 3: Configure Notes
      Exercise: Client Configuration wizard
      Exercise: Check Notes configuration
      Setup Settings policy
      Information needed when Notes starts
      Summary: What Notes needs to access Domino
      Notes character display sizes
      Eclipse character display settings

    Topic 4: Notes-Network-Domino
      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
      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: Troubleshoot Notes
      Notes Log
      Debug variables
      If Notes crashes
      Manually kill Notes
      Reinstall Notes
      Re-run the Client Configuration wizard
      Reconfiguration wizard
      Back up user files

    Topic 6: 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 using a browser
      Strategy 8: Run Lotus Notes Basic configuration on USB flash drive

    Topic 7: Access Errors
      Sequence of access errors
      Error 1: Contacts not found
      Error 2: Wrong Notes password
      Error 3: Can’t find path to server
      Error 4: Failure to authenticate
      Error 5: Server Error: You are not authorized to use the server
      Error 6: User can’t create a new or replica database on a server
      Error 7: You are not authorized to access that database
      Error 8: User can’t create a document in database
      Error 9: User can’t delete his/her own document
      Error 10: User accidentally deletes his/her own document
      Error 11: User can’t edit or delete others’ documents
      Error 12: Certain custom database features are not visible
      Error 13: User can’t create local replica of server-based database
      Error 14: User can’t open locally encrypted database
      Error 15: User can’t open encrypted document
      Exercise: Server and database access
      Notes Basic configuration: Sametime
      Notes Standard configuration: Sametime
      Both configurations: Sametime

    Topic 8: Configure Notes Mail
      Message transfer protocols
      Message flow
      Notes Mail configuration
      User Mail database ACL
      Create a Message
      Send Message
      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 can’t open encrypted message

    Topic 9: Address Messages
      Accurate addressing
      Local Contacts
      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 10: Troubleshoot Message 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 11: Manage User Mail Databases
      Problem 1: Accidental Mail database deletion
      Problem 2: Accidental message deletion
      Problem 3: Exceed size quota
      Help users slim down mail
      Shared attachment database
      Message archiving
      Problem 4: Wrong or obsolete design

    Topic 12: 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 private 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
      Column Sorting tab
      Format tabs
      Advanced tab
      Exercise: Create private view
      Create private folder
      Delete private view or folder

    Topic 13: Document Issues
      Problem 1: Changing forms to read a document
      Alternate forms
      User manually changes forms
      Automatically change forms
      Potential user confusion
      Problem 2: Replication conflicts
      Manual reconciliation
      Prevent conflict documents by design
      Automatic document locking
      Long term document locking
      Document locks and mobile users
      Exercise: Replication conflicts and document locking
      Problem 3: Phantom documents return
      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 14: View-Level Export and Import
      Copy Selected as Table
      Print calendar to document
      View-level export
      Export to Calendar File (ICS)
      Export to Comma Separated Value (CSV)
      Export to 1-2-3 file (.WK4)
      Export to Structured Text (.TXT)
      Export to Tabular Text (.TXT)
      Other reporting products
      View-level import

    Topic 15: Simple Agents
      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 16: Notes-Modem-Domino
      Offline use
      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

    Topic 17: Dialup Connection and Location
      Connection documents
      Create a Connection using the Notes Client Reconfiguration Wizard
      Create a Connection from a Location document
      Location documents
      Common location dial modifiers
      Proxy servers and HTTP tunneling
      One connection, multiple locations
      Exercise: Simulate Network Dialup configuration of connection
      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 18: Prepare Notes for Mobile Use
      What mobile users need
      Two ways to work remotely
      Create replica database copy
      Make application available offline
      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
      Easy selective replication
      Local free time information
      Local Free Time database
      Add Free Time to the Replication page
      Drawbacks of remote scheduling
      Replication page options
      Replication folders
      Replication History
      General replication troubleshooting

    Topic 19: Additional Mobile Security
      User responsibilities
      Encrypt existing local databases
      Database security and replication
      Enforce consistent ACL
      Replicate or copy documents ACL attribute

    Topic 20: 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
      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

    Topic 21: Notes Standard Configuration
      If you installed Activities
      If you installed the IBM Productivity Tools
      If you use Eclipse Update Manager
      If you use Composite Applications
      If Composite Applications use WebSphere Portal portlets

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