Lotus Notes 8.5.3 Support

Course Code: DSCS853
Product: Lotus Notes/Domino R8.5.3
Duration: 3 days
Topics/Pages: 20 topics / 442 pages
Price (US dollars):
$65 per user


This course is designed for help desk personnel responsible for supporting Notes 8.5.3 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.

  • 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.
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 8.5.xand have mastered all of the Topics in the Lotus Notes User Essentials and Lotus Notes User Essentials PLUS Pack courses
  • understand the principles and operation of personal computer networking using TCP/IP in LAN/WAN/Internet environments
  • have installed and supported the Windows operating system, 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 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. 


To cover all topics in this course, you will need at least 3 days.

Course design

This is an intensely practical course, combining thorough conceptual training with significant hands-on experience using and configuring Notes. As you learn about various aspects of how to support Notes, you will immediately apply the concepts and techniques.

Please consult the Set Up document for this course to make sure the correct environment is in place before starting the course.


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
Create a support database

Topic 2: Install Notes 
Install a new Notes user
Notes software installers
Obtain the installer package
Windows security
Ways to run the installers
Offsite installation is OK
Demonstration: Install Notes Standard configuration software
Step 1: Start the Notes Standard configuration installer
Step 2: Installation Path Selection
Installation directory locations
Step 3: Custom Setup
Step 4: Ready to Install and set default Internet clients
Start the installation
Step 5: Reboot computer
Results of the installation
Step 6: Ready to start Notes
Install Fix Packs
Customizing the installation process
Custom Installation: InstallShield Tuner for Lotus Notes
Custom installation: Modify configuration files
Custom Installation: Notes install manifest for Eclipse features
Update Notes Software and applications

Topic 3: Configure Notes
Exercise: Client Configuration wizard
Exercise: Check Notes configuration
Setup Settings document
Scripted setup
Information needed for Notes to start
Summary: What Notes needs to access Domino
Start Basic configuration from Standard installation
Exercise: Create Shortcut to start Basic configuration
Notes character display sizes
Notes Standard configuration startup sequence
Notebook application

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
Reset Notes to run Client Configuration wizard
Run Client Reconfiguration wizard with Notes running
How to back up user files
Reinstall, modify, or repair Notes
Completely uninstall Notes and data files
Notes Install Cleanup Executable (NICE) tool
Eclipse error logging
Eclipse problems

Topic 6: Alternative Ways to Install and Operate Notes 
Strategy 1: Shared executable files (Basic configuration only)
Strategy 2: Multiple users on one computer
Strategy 3: Roaming between computers
Strategy 4: Data directory on a file server (Basic configuration only)
Strategy 5: Virtual desktop
Strategy 6: Switch locations
Strategy 7: Browser access to mail
Strategy 8: Notes on USB flash drive

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

Topic 8: Configure Notes Mail 
Message transfer protocols
Message flow
Notes Mail configuration
User Mail database ACL
Create a Message
Message format
Send Message
Deliver message to user
Read messages
User Preferences vs. Mail Preferences
Make Notes the default mail program
Mail security
Exercise: Sign and encrypt message
User can't open Notes-encrypted message

Topic 9: Address Messages 
Accurate addressing
Local Contacts
Contact documents
Exercise: Add contact
Recent Contacts view
Use Recent Contacts view
Public Keys for Notes message encryption
Mailing Lists (Groups)
Exercise: Contact and Group documents
Mobile Directory Catalog
Exercise: Create replica of the Mobile Directory Catalog
Import contacts from Microsoft Outlook
Create vCard from Contact
LDAP Account documents

Topic 10: Troubleshoot Message Transfer and Delivery 
Message flow
Exercise: Mail configuration
Transfer failures
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
Use a shared attachment database
Message archiving
Calendar Cleanup
Database compression
Domino Attachment and Object Service
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
View selection options
Simple Search
Conditions options
Select by formula
Time-based selections
Select by document property
Selection by exclusion
Columns show data
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
Export to Comma Separated Value
Export to 1-2-3 file
Export to Structured Text
Export to Tabular Text
Export Contacts
Other reporting products
View-level import

Topic 15: Simple Agents
Elements 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 pre-configuration for user
Steps 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

Topic 17: Network Dialup Connection and Location
Connection documents
Create a Connection using the Notes Client Reconfiguration Wizard
Create a Connection from a Location document
Location documents
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
Passthru 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
Make application available offline
Exercise: Create replica copies and replicate
Setup/Desktop Settings policy documents
Choose replica to open from a Bookmark
Replicate databases
Replicas and the database ACL
Exercise: Replicate databases
Replication and Sync page
Database replication tasks
Call Entry/Hangup Entry tasks
Schedule task
High priority databases
Enable the replication schedule
Exercise: Scheduled replication
Force Replication and Sync page tasks
Replication settings
Easy selective replication
Local free time information
Local Free Time database
Add Free Time to the Replication and Sync page
Drawbacks of disconnected schedule lookups
Replication and Sync page options
Replication History
Replication troubleshooting
Managed Mail Replica
Local, manual configuration of Managed Mail Replica

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 
iNotes alternative
Two ways to work remotely
Before you leave the office
Replica of your Mail
Other things not to forget
While you are in transit
When you arrive at your destination
Replication and Sync page
When you receive messages
When sent messages are transferred out
Verify database encryption
Enable network encryption
Keep replication times short
Back in transit
When you return to the office
Exercise: Simulate travel
Schedule replication
Replication and accidental document deletion