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DAMO: Troubleshooting steps to take if Body field of messages is missing
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| | | Abstract | | What are troubleshooting steps that can be taken if the contents of the body field in mail messages in IBM Lotus Domino Access for Microsoft Outlook (DAMO) is missing? | | | | | | Content | The Body field may be blank if the DAMO user sends an email attachment whose file name includes accented characters. This issue was reported to Quality Engineering as SPR# MROE6LYL8V, and was fixed in DAMO 6.5.6 and DAMO 7.0.2.
Excerpt from the Lotus Notes and Domino Release 6.5.6 and 7.0.2 MR fix lists (available at http://www.ibm.com/developerworks/lotus):
Interoperability
SPR# MROE6LYL8V - Failure to create body content when the temp directory is too big results in messages with an empty body. The failure was a result of the inability of DAMO to handle UNICODE attachment file names. This fix handles UNICODE attachment strings and it also makes sure that temporary files are removed when no longer needed.
Please note that although it has been discovered that the Body field of the email can be blank if it has a file attachment containing accented characters, the tests and questions below are good for any research of this type.
For the steps below, the temp folder can be identified by opening a DOS prompt and typing:
echo %temp%
Scenario:
- Allow initialization to complete.
- Send an email with a file attachment whose name contains an accented character.
- The message appears to send fine.
- After watching the Temp folder for about 2 minutes, there are thousands (e.g., 4000) of tmp files created and still growing very rapidly.
- After just a few minutes the temp folder grew by 5000 more tmp files.
- The files in the temp folder stop growing at 10,004.
- Messages from the server come over complete like the quota warning and Non Delivery Reports. But all others have empty body.
Reinstalling DAMO does not resolve the problem because the profile that is opened is associated with a folder below the temp folder, and has the same name whenever it is created. So unless that folder is cleaned out, the problem will occur immediately. If the temp folder is cleared out, the problem will occur as described above.
The tests and questions below are designed to try to further identify circumstances that may cause blank messages in DAMO. It is important to keep the Support and Development team updated with the results of these tests.
Tip:
For each of the tests below, initialization can be started easily by deleting the existing <cache>.nsf (<user>_<server>.nsf). Each time you do this, duplicate documents will be created in the .pst file but for testing purposes, this can eliminate the need to re-create the profile for each test.
1. REPL_PST_TRUNCATE_OFF=1
Disable truncation by adding REPL_PST_TRUNCATE_OFF=1 to the notes.ini file in the user's data directory (Note: If a Multi-User install exists, there could be more than one notes.ini file) and confirming that after initialization, the local <cache>.nsf (<user>_<server>.nsf) has complete Body fields. This tells us that the problem is not Notes replication with the Domino server but rather DAMO synchronization with the .pst and the <cache>.nsf.
2. CONSOLE_LOG_ENABLED=1
Enable console logging and debugging by placing the above parameters in the notes.ini. This is to capture any errors that may be occurring.
3. Provide DAMO INI file and above log file(s) to IBM Lotus Support.
4. Verify what Windows group the user is a member of. The user must be an Administrator or Power User.
5. Is that group a standard, uncustomized Windows group?
6. Do accented characters exist in file names / folder names such as the user.id file and the path to the user's data directory ?
7. DAMO uses the folder defined by the "Temp" and "Tmp" environment variables. First determine what they are by simply entering "set" at a DOS prompt. Are there current "~*.tmp" files being created there by DAMO?
8. What is the Language Pack for DAMO?
The Workstation?
9 . What does the Person document show in the "Format preference for incoming mail:" field for this user? This should be set to "Keep in sender's format".
10. While the problem is occurring to this user, create another profile on the same machine for another user with the same access rights to the workstation. Does this second user see the same behavior?
11. Using a Notes client, right-click a mail document in the Inbox view and select Document Properties. Go to the 2nd tab ("Fields") in the InfoBox that pops up, and select the "Body" field. What is the "Data Type"? Is it "MIME Part" or "Rich Text"?
12. For this user, create a profile on another workstation. Do you see the same issue on the other machine?
13. Is there an underlying permissions issue? Manually remove the "iNotes Outlook2k Addin" by doing the following:
Tools > Options > Other tab > Advanced Options button > COM Addins.
Remove the addin and restart Outlook. Then add and enable the addin by returning to the same "COM Add-ins" button and navigate to the DominoForOutlook directory and load inotesoutlookaddin.dll. Are there any errors/warnings?
14. Is it the case where there is something in this workstation environment causing the problem? Outlook has many Addins that can provide additional capability. Uninstall, not just disable, all Addins except "Exchange Extensions property pages". Restart Outlook. After initialization, do you see the same problem? Also, remove all COM Addins except the "iNotes Outlook2k Addin".
15. Is there something outside of Outlook in this environment that is causing the problem? Start the workstation in "Safe Mode with Networking enabled" (F8 on Windows XP). Does the problem exist?
16. Internet Explorer plugins such as "Google Enterprise desktop" or any others should be uninstalled temporarily. | | | | | | | | | |
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| Product categories: |
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| | Software | |
| | Messaging Applications | |
| | Advanced Messaging | |
| | Lotus Domino Access for Microsoft Outlook | |
| | Mail | |
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| Operating system(s): |
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Windows
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| Software version: |
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6.5
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| Reference #: |
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1229748
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| IBM Group: |
| | Software Group |
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| Modified date: |
| | 2008-01-07 |
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