Standard Profile Creation Retry Workflow
As part of its standard workflow, SKOA is often able to resolve errors automatically. Many errors are transient and often resolved with a retry of the operation at a later time. When profile creation fails, the next retry is set for 4 hours later. If the failure occurs within 6 hours before or after cutover, the next retry will occur 39 minutes later. Beyond 24 hours after cutover, there are no profile creation retries.
In the event an Outlook profile creation fails and SKOA is unable to resolve the error automatically, an error will be indicated along with a link to troubleshooting information.
Profile Creation Troubleshooting
In order to expedite the troubleshooting process, the Retry profile creation button enables you to force SKOA to retry its operation sooner than the standard schedule. This allows you to quickly determine if the troubleshooting steps resolve the issue.
In most cases SKOA will poll (check-in) to the Migration App web service every two minutes to request the next command. Clicking the Retry profile creation button will instruct SKOA to reattempt to create an Outlook profile when it next polls the Migration App web service instead of waiting the standard interval of either 4 hours or 39 minutes, depending on the proximity to cutover.
- The Outlook Assistant will close Outlook (if it is currently open) and begin transferring local data to the new Office 365 profile according to the migration type.
- A dialogue box with a status bar will appear on the screen detailing the status of the transfer of local data. During this transfer, Outlook will not be usable, but Outlook Web Access (OWA) can be used during this time. Once completed, Outlook will reopen to the new Office 365 profile.
- Outlook syncs with Office 365. During this time, Outlook will begin downloading data from the mailbox and rebuilding the local .OST. Depending on the size of the migration, this may impact local bandwidth.
- There are generally few new Alerts at this point because all the prior readiness work should have already identified any desktop issues.
- Users show up to work the next day, and their Outlook is now configured and operational with Office 365.
End User Scenarios
If the user is working at their PC, they will be asked if they want to delay the migration an additional 10 minutes in order to finish up any last-minute tasks. If the user is away but not logged out, SKOA will proceed as long as the PC is unlocked and the user is signed in.
SKOA only operates when a computer is in an unlocked state. If the computer is off, not connected to the internet, or locked at cutover, SKOA will wait until the computer is on, connected, and unlocked to initiate its processes. If this is the status of a small number of computers, the impact on the customer may be minimal.
However, the impact may be more significant if:
- A large number of devices are turned on and unlocked simultaneously (e.g. Monday morning)
- It is a migration from POP3 (requiring SKOA to sync email data at cutover)
- The customer has limited bandwidth
Therefore, if the cutover is scheduled during non-business hours, it is recommended that end users either leave their workstations on and unlocked or stagger their logins when business hours resume. By taking laptops home and having them on, unlocked, and connected to the internet at cutover, users can also reduce the impact on bandwidth.
Note: In rare cases during Outlook profile creation, Windows or Outlook may prompt the end user to perform an action (e.g. entering credentials). If the user responds to the prompt within the 10-minute time frame, there will be no impact on Outlook profile creation. However, if there is no response, the Outlook profile will not be created. If this occurs, let Big Green know and we will initiate a Retry profile creation.