What information and diagnostic trace logging can be gathered for troubleshooting e-mail related issues in IBM Rational ClearQuest in both Microsoft Windows and UNIX-based environments?
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|Can the SMTP or MAPI server be pinged from the problem machine? Run the following from the command line:
If using SMTP, does a Telnet to port 25 of the mail server work on the problem machine? Run the following from the command line:
Diagnostic Tracing instructions for Microsoft Windows Environments
|Windows Registry keys can be set to enable the tracing and gathering of diagnostic information for troubleshooting problems on the native ClearQuest client and ClearQuest web.
You can create a .reg file to set up these keys. Copy the following lines for your ClearQuest product into a text editor and save the file with a ".reg" extension. This file can then be run to enable diagnostic tracing.
Note: The ClearQuest client, Mail Reader, and Web services need to be restarted after the registry settings have been set.
Once diagnostic tracing is enabled, perform the actions to reproduce the issue you are experiencing. Review the log file for output that indicates the source of the problem.
Make sure you disable the trace values when diagnostics are complete. Failure to do so can have a negative impact on system performance, and cause large text files to be created.
* Note: If the Mail Reader service is running as a user account instead of Local System, you must log into Windows as that user and use the same registry keys as the ClearQuest Windows and Eclipse clients.
Diagnostic Tracing instructions for UNIX and Linux Environments
|The following is instructions on how to enable e-mail diagnostic tracing on UNIX-based platforms. Note that Visual Basic-based trace values are not used, as BASIC scripts are not executed in UNIX-based environments.
Note: Make sure users disable the trace values when diagnostics are complete. Failure to do so can have a negative impact on system performance, and cause large text files to be created.
Enabling e-mail diagnostic tracing on ClearQuest UNIX-based workstations running the native UNIX or RCP Eclipse clients:
ClearQuest UNIX client tracing is dependent upon a series of environment variables. Create these environment variables for e-mail diagnostic tracing.
The following commands assume that users are working in the c-shell (csh):
Enabling e-mail diagnostic tracing on ClearQuest Web 7.0.x UNIX-based servers
Enabling e-mail diagnostic tracing on ClearQuest Web 7.1.x UNIX-based servers
Parameters and values used for tracing
A semi-colon separated list of what we want to trace. For example:
A semi-colon separated list of what we want to report. For example:
This solution contains information about modifying the system registry. Before making any modifications to the Microsoft Registry Editor, it is strongly recommended that you make a backup of the existing registry. For more information describing how to back up the registry, refer to Microsoft Knowledge Base article 256986
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E-Mail Configuration and Setup
7.0, 7.0.1, 7.1, 7.1.1, 7.1.2, 2003.06.16
AIX, HP-UX, Linux, Solaris, Windows
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