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IBM Lotus Notes Traveler 8.0.1 - Troubleshooting

Technote (troubleshooting)


Problem

This document contains troubleshooting tips for Lotus Notes® Traveler 8.0.1.

Symptom

Symptoms and corresponding actions are detailed in the tables below.


Resolving the problem

Lotus Notes Traveler Server
Connection and log-in


Verifying the server is running

To verify that the server is running:
  • Run the show tasks tell command from the Lotus Domino Administrator client and look for the following:
    - Lotus Traveler Running: 2 of 2 users active
    - HTTP server. Listen for connect requests on TCP Port: 80
  • Check the server console for the following:
    - Lotus Traveler: Server started
  • Look for traveler.exe in the Microsoft Windows® Task Manager

Directory

Verifying directory access

Run the command, tell traveler show <user>, and look for the following:
  • User name resolves as expected
  • If not, make sure that the security setting in the Server Document --> Security --> Internet Access --> Internet Authentication allows the format of <user>. For example, if you want to utilize the shortname for <user>, you must set this to "More name variations with lower security".

Statistic and log information

Traveler Server statistics

Run the command show stat traveler. Key statistic information to look at, in order to validate the number of users you think are registered/connected to the server, are:
  • Traveler.DeviceSync.Count
  • Traveler.Monitor.NewAPI.Users
  • Traveler.Monitor.OldAPI.Users
  • Traveler.PrimeSync.Count
  • Traveler.Push.Devices.Connected.TCP
  • Traveler.Push.Devices.Online
  • Traveler.Push.Devices.Total
  • Traveler.Push.Users.Online
  • Traveler.Push.Users.Total

Log file formats

Error log format and example:
  • [TimeStamp] Level ThreadName User Error
    [datetime] SEVERE DS-133[ZXvVEQAA] CN=mail41/O=ibm CoreEngine.processRecordAction#594 An error occurred while attempting to update your database with data from the device (ERR_DATABASE_ERROR)

Usage Log format and example:
  • [TimeStamp] IP Addresses User Database or Action Type Return Code Time(ms) Changes

    [datetime “CN=mail31/O=ibm” http://testserver.ibm/mail/mail31.nsf sp 408 1484 “IBM Java SyncML Client” SyncML4JDevID_1.0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Traveler Server user statistics

Run the command, tell traveler showstats, for the following information:
  • Number of users known to the system, including online, offline, and mailfile statistics
  • Number of devices know to the system, including online, offline, and connection statistics
  • Number of prime syncs, including time and success rate statistics
  • Number of device syncs, including time and success rate statistics

Troubleshooting a user on the server

Commands may be executed at theTraveler servlet, available at http://<hostname>/servlet/traveler.

The servlet can be used to verify that the Traveler task is able to access a user's mail file, the status of unread mark replication, and other useful information.

Run the 'SHOW' servlet command, or the 'show <user>' command at the Domino console, to see Command response information.

The information displayed by the 'SHOW' command may include any of the following informational messages:
  • Traveler does not have delete rights to the database <database name>.
  • Traveler could not open the database <mail database name>. Verify that the server <Traveler server name> and the database grant access to server <Domino server name> and that there is a network connection available between these servers.
  • Internal error encountered attempting to validate access to database <mail database name>.
  • The Domino server <Domino server name> for <mail database name> does not support <canonical name> for Lotus Traveler. See logs for more details.
  • The Lotus Domino server,<Domino server name>, that hosts the <mail database name> mail file is an earlier version so some functions are not fully implemented.
  • Database <mail database name> is <bytes> bytes in size and <percent> percent used, which is over the quota of <quota> bytes.
  • The database <mail database name> on <canonical name> is not configured to replicate read and unread marks. As a result, unread marks will not be replicated with the device.

Logging into the server

If you are unable to log into the Traveler server, verify the following:
  • ID is not locked out of HTTP server
  • Password is correct
  • Server name is correct
  • You have granted access to the Traveler server in your mail database

Traveler client reports error registering with the server

Verify the following:
  • The User ID must only contain characters that are supported by the Domino server. These include alpha characters (A - Z), numbers (0 - 9), and the ampersand (&), dash (-), period (.), space ( ) , and underscore (_). See the Domino Administrator Help topic, "Table of Domino Naming Requirements", for more information.
  • You may have to enable the Domino HTTP server to accept “More name variations with lower security”, rather than the default "Fewer name variations". Traveler clients behave as Internet clients to the Domino web server, and the name lookup algorithms are controlled by the Domino server security settings. To modify this setting:

    - From the Domino Administrator, click Configuration, and open the server document
    - Click Security
    - In the Internet Access section, choose “More name variations with lower security”
    - Save and close the document

Reporting issues to IBM

For server or global user issues, send the following:
  • System dump files, including:
    /<domino>/Javacore
    /<domino>/Heapdump
  • Log files, located in the /<domino data>/traveler/logs directory, including:
    Activity
    Error
    Usage
    SyncML
    TPRs

    For additional information, refer to the Lotus Notes Traveler Collecting Data documents listed at http://www.ibm.com/support/docview.wss?uid=swg21297414
  • NSD files

For single user issues, send the following:
  • Single user dump – available by issuing the command tell traveler dump <user>.
  • TPR from the client device

Traveler client/device installation and registration
Verifying installation and registration To ensure you properly install and register Traveler:
  • Choose the correct CAB file for your device
    - WM 5 PocketPC = LotusTraveler_xx.armV4I
    - WM 5 SmartPhone = LotusTravelerWM5SP_xx.armV4I
    - WM 6 Professional = LotusTravelerWM6_xx.armV4I
    - WM 6 Standard = LotusTravelerWM6SP_xx.armV4I
  • If using a bootstrap file, ensure that bootstrap.nts is in the \My Documents folder
  • The Traveler installation checks the device for both required memory and available slots to run. If either of these resources are insufficient, the message, "IBM Lotus Notes Traveler client installation has detected insufficient device resources to run this product", displays and the installation log will also display an entry stating, "Install is checking your device resources for IBM Lotus Notes Traveler".

    The Traveler installation continues but if the above message is seen, you may want to close other running applications or perform a soft reset in order to free up resources.
Verifying connections To verify your connection to the server:
  • If using ActiveSync, check to make sure the ActiveSync desktop dialog is not “hiding” in the background
  • If using Lotus Mobile Connect (LMC), validate LMC settings on the VPN page, and check status using the LMC user interface
  • Validate Traveler server access via firewall or proxy
  • Use Check Server tool and browser to further diagnose connection issues
Verifying authentication To verify your authentication with the server:
  • Check for proper ACL access to the server
  • Check for firewalls that may block access to the server
Verifying configuration To verify your configuration with the server:
  • Check server ports
  • Check sync protocol, for example SSL
  • Check the AutoSync flag
Verifying contention To check other issues between the device and the server:
  • Verify other applications are not starving the Traveler process; shut down non-critical applications
  • Verify that the device is not low on power; plug the device in and shut down non-critical applications
  • Verify that the device is not running out of storage; adjust the Mail/Calendar and Other Applications filters

Client status
Status screen The Traveler “home” page is accessed by launching the client or tapping the Lotus icon in the system tray. The status screen provides current status for Traveler in text and icon formats.
Status icons AutoSync off; status nominal
AutoSync on; status nominal
Synchronizing with the server
Cannot reach the server
Battery is too low for AutoSync
No device connectivity
General error message

Mail
E-mail sent to multiple recipients does not work Ensure that multiple e-mail addresses are separated with a semi-colon (;) and not with a comma (,).
E-mail sent to Domino name with “@ character and space is not delivered Use “< >” to delimit the e-mail address, for example: <John Doe/IBM@US>
Folders created on the mobile device do not appear on the Domino server If you create a folder on the mobile device, it does not appear on the Domino server until after the mail database is closed and reopened.
Duplicate e-mail or PIM data may appear on the device, but do not appear on the server Perform a “replace data” operation using the Lotus Notes Traveler client to resolve this issue.
  1. Go to the Traveler main menu --> Tools --> Replace data.
  2. Select applications with duplicate data and click Replace. The data on the client will be replaced with a copy of the server data.

Log and trace information
Defining logging and tracing Logging is information about operations and status for end-user consumption
Tracing is detailed information about operations for servicing and debugging
Tracing levels Depending on your issue, you may need to increase your tracing level. Levels are:
  • Low – Errors and warnings only
  • Medium – Errors, warnings, plus basic application flow
  • High – All of the above, plus detailed information
For the 801 and 8011 clients, the files are stored on the device in My Document/LotusTravelerLogs
For the 8012 and later clients, the files are stored on the device in Program Files/Lotus Traveler/Logs
Viewing the log The View --> Log menu provides a log file with Traveler operations details. The log adheres to the maximum file size limits for logging and is color coded green for successful operations, black for informational messages, and red for errors and warnings.
Problem reporting Problem reporting can be used to diagnose issues that are not resolved through normal means; detailed tracing is needed to further diagnose:
ZIP contents:
  • ConfigDump.txt – Raw dump of config properties
  • trace_log.txt – Detailed tracing informational
  • view_log.html – Informational log
  • artrace.txt – LMC tracing
  • deviceConfig.xml – Config received from server
  • deviceConfigLocal.xml – Config stored on device
  • tpr.html – Problem type and details from user.
For 8.0.1 and 8.0.1.1 clients, the ZIP file is stored on the device in My Documents/LotusTravelerLogs.
For 8.0.1.2 clients and later, the ZIP file is stored on the device in Program Files/Lotus Traveler/Logs.
The ZIP file is automatically uploaded to the server upon the next successful connection, or can be copied manually using ActiveSync.

For severe application issues, additional device information is needed. After enabling error reporting, the system will generate a series of dump files the next time the issue occurs. Dump files are located on the device in the Windows\System\Dumpfiles or \temp\Dumpfiles folders.
  • Copy the files BEFORE dismissing the “We're sorry, a program has encountered an error” message
  • Dismiss the error message by selecting the “Don't Send” option
Note that Traveler Problem Reports (TPRs) are stored as ZIP files on the device and are automatically transferred up to the server so that the admiinistrator can further diagnose the problem.

Document information

More support for: IBM Traveler

Software version: 8.0.1

Operating system(s): Windows

Software edition: Edition Independent

Reference #: 1294566

Modified date: 02 September 2009