A
GroupWise Mobility System
Troubleshooting
“Device Troubleshooting” on page 93
“Mobility Service Troubleshooting” on page 95
“GroupWise Sync Agent Troubleshooting” on page 96
“Device Sync Agent Troubleshooting” on page 98
Device Troubleshooting
“Initial synchronization fails” on page 93
“The user’s mobile device cannot connect to the Mobility System” on page 93
“The user’s mobile device has stopped synchronizing” on page 94
“The data on the user’s mobile device does not match what displays in GroupWise” on page 94
“The timestamps on calendar items do not match between a user’s mobile device and the
GroupWise mailbox” on page 94
“Some items never synchronize to the mobile device” on page 95
“The specific actions suggested above have not resolved a synchronization problem” on page 95
Initial synchronization fails
Possible Cause: The Device Sync Agent is not getting the information it needs from the
GroupWise Sync Agent.
Action: Ensure that the user has a valid GroupWise account.
Possible Cause: You are using LDAP as your user source, and the user’s GroupWise user name is different from the user’s LDAP user name.
Action: Set the user’s user name to the GroupWise user name. For instructions, see
“Setting GroupWise User Names for LDAP Users (Optional)” on page 57
.
Possible Cause: Varied.
Action: Remove the user from the Mobility system, then add the user again.
The user’s mobile device cannot connect to the Mobility System
Possible Cause: The user has not configured the mobile device correctly.
Action: Refer the user to the GroupWise Mobility Quick Start for Mobile Device Users , and provide the user with the details specific to your Mobility system.
Possible Cause: You have configured the Mobility Service for a secure SSL connection and the certificate is not working properly.
GroupWise Mobility System Troubleshooting 93
Action: Try using a non-secure connection. If a non-secure connection works and a secure connection does not work, ensure that the certificate is correctly set up.
For setup instructions, see
“Securing Communication between the Device Sync
Agent and Mobile Devices” on page 80
.
Action: For more detailed information, see GroupWise Mobility Service Device Sync
Agent SSL Issues (http://wiki.novell.com/index.php/
Data_Synchronizer_Mobility_Connector_SSL_Issues) .
Possible Cause: The user’s device is not accepting the self-signed certificate created by the
Mobility Service Installation program.
Action: See
“Manually Downloading a Certificate to a Mobile Device” on page 83
for assistance.
The user’s mobile device has stopped synchronizing
Possible Cause: Varied.
Action: Resynchronize the device. For instructions, see “Resynchronizing a Device” on page 62
. This removes the GroupWise data that is currently on the device and replaces it with the GroupWise data that is currently available in the Mobility system
The data on the user’s mobile device does not match what displays in GroupWise
Possible Cause: Varied.
Action: Resynchronize the device. For instructions, see “Resynchronizing a Device” on page 62
. This removes the GroupWise data that is currently on the device and replaces it with the GroupWise data that is currently available in the Mobility system
Action: Have the user remove the account from the device, and then re-add the account.
This is a manual way of resynchronizing the device.
Action: If reinitializing the device does not resolve the problem, have the user remove the account from the device. Then reinitialize the user. For instructions, see
“Reinitializing a User” on page 65 . This removes the GroupWise data that is
currently in the Mobility system and requests current data from GroupWise. The process of deleting the data in the Mobility system and requesting current
GroupWise data can take a long time.
After you reinitialize the user, have the user re-add the account so that the current GroupWise data in the Mobility system transfers to the device.
Action: If reinitializing the user does not resolve the problem, delete the user from the
Mobility system, and then re-add the user. See
“Managing Mobile Device Users” on page 55 .
The timestamps on calendar items do not match between a user’s mobile device and the GroupWise mailbox
Possible Cause: The date and time on the Mobility server does not match the date and time on the GroupWise server.
94 GroupWise Mobility System Troubleshooting
Action: Reset the time on the Mobility server to match the time on the GroupWise server.
This Mobility system requirement is listed in “ Mobility Server Requirements ” in the GroupWise Mobility Service 18 Installation Guide .
Some items never synchronize to the mobile device
Possible Cause: Some events automatically synchronize to mobile devices. Other events do not synchronize to mobile devices unless users request them. The user has not yet requested the optional events.
Action: None. This is normal. The unsynchronized events eventually expire.
Possible Cause: The Device Sync Agent might not be transferring the events to the mobile device.
Action: Check the user’s synchronized items in the Dashboard. Observe the Pending column and the Synced column to see if progress is still being made.
If events are still transferring to the device, wait while the process completes.
If events are not transferring to the device, restart the Device Sync Agent.
Possible Cause: The user’s GroupWise mailbox contains a damaged message, or the user’s mailbox is damaged. Mailbox damage can cause the GroupWise Sync Agent to synchronize unusable data to the Device Sync Agent.
Action: Repair the user’s mailbox. For more information, see Maintaining User/Resource and Message Databases in the GroupWise 18 Administration Guide .
Possible Cause: Varied.
Action: Remove the user from the Mobility system, and then add the user again.
The specific actions suggested above have not resolved a synchronization problem
Possible Cause: Varied.
Action: Perform the following procedure to start over for a particular mobile device user, similar to rebooting a computer:
1 Remove the user’s account from the mobile device.
2 Remove the user from the Mobility system.
3 Restart the Mobility Service.
4 Add the user to the Mobility system.
5 Add the user’s account to the mobile device.
Mobility Service Troubleshooting
“You cannot access the Mobility Admin console after installation” on page 96
“The Mobility Admin Console cannot communicate with the LDAP server” on page 96
“The process of adding users does not proceed as expected” on page 96
See also:
“Working with Log Files” on page 51
GroupWise Mobility System Troubleshooting 95
You cannot access the Mobility Admin console after installation
Possible Cause: The date and time on your workstation does not match the date and time on the
Mobility server.
Action: Reset the time as needed so that the workstation and the Mobility server match.
This Mobility system requirement is listed in “ Mobility Server Requirements ” in the GroupWise Mobility Service 18 Installation Guide .
The Mobility Admin Console cannot communicate with the LDAP server
Explanation: When you use LDAP as your user source, the Mobility Admin console must be able to communicate with your LDAP server in order to list users to add to your
Mobility system. If the Admin console cannot list users, it cannot communicate with your LDAP server.
Possible Cause: A firewall is blocking communication between the Mobility Service and the LDAP server.
Action: Ensure that communication through the firewall is allowed on port 636 for a secure LDAP connection or port 389 for a non-secure LDAP connection.
Possible Cause: The LDAP server is not functioning correctly.
Action: Reboot the LDAP server.
The process of adding users does not proceed as expected
Explanation: When you add a large number of users to the Mobility Service in a group, the
Admin console might not display progress as expected. Refreshing the page might give an invalid server error.
Possible Cause: A timing issue between the Add User process and the display of the Admin console page occasionally causes this problem.
Action: Wait for a while, and then refresh your browser.
GroupWise Sync Agent Troubleshooting
“The GroupWise Sync Agent cannot communicate with the GroupWise Post Office Agent (POA)” on page 97
“Data does not transfer between GroupWise and the GroupWise Sync Agent” on page 97
“The GroupWise Post Office Agent (POA) shows errors communicating with the GroupWise
Sync Agent” on page 97
“The GroupWise Sync Agent takes a long time to start” on page 97
“The GroupWise Sync Agent fails to start after working successfully” on page 97
See also:
“Working with Log Files” on page 51
96 GroupWise Mobility System Troubleshooting
The GroupWise Sync Agent cannot communicate with the
GroupWise Post Office Agent (POA)
Explanation: The GroupWise Sync Agent must be able to communicate with a POA in order to synchronize mailbox data. The GroupWise Sync Agent is unable to establish the connection.
Possible Cause: The POA is not running.
Action: Start the POA.
Data does not transfer between GroupWise and the GroupWise Sync
Agent
Possible Cause: Varied.
Action: Ensure that the required ports are open on the GroupWise POA server and the
GroupWise Sync Agent server. For instructions, see “ Opening Required Ports ” in the GroupWise Mobility Service 18 Installation Guide .
Action: Check the GroupWise Sync Agent log file. For instructions, see
“Working with
Log Files” on page 51
.
The GroupWise Post Office Agent (POA) shows errors communicating with the GroupWise Sync Agent
Explanation: As you monitor the POA, you might see 890F and 8910 error codes.
Possible Cause: The connection between the GroupWise Sync Agent and the POA has temporarily closed.
Action: None. The connection is re-established automatically. These error codes are benign and can be ignored.
The GroupWise Sync Agent takes a long time to start
Possible Cause: The GroupWise Sync Agent services users that are scattered throughout your
GroupWise system. Therefore, POA-to-POA communication is required in order to gather the events from the GroupWise users and return them to the
GroupWise Sync Agent.
Action: None. When all GroupWise user events have been received, the status changes to Running .
The GroupWise Sync Agent fails to start after working successfully
Possible Cause: Another application that communicates with the POA using SOAP has created
SOAP event configurations that are causing a problem for the GroupWise Sync
Agent.
Action: Delete residual SOAP event configurations:
1 Stop the GroupWise Sync Agent.
2 In the POA web console, click Configuration .
3 In the Internet Protocol Agent Settings section, click Event Configuration
List .
GroupWise Mobility System Troubleshooting 97
4 Click each user, select Delete Event Configuration , then click Submit .
5 After all event configurations have been cleared, start the GroupWise Sync
Agent.
Device Sync Agent Troubleshooting
“The Device Sync Agent does not start” on page 98
See also:
“Working with Log Files” on page 51
The Device Sync Agent does not start
Possible Cause: The GroupWise Sync Agent is not running.
Action: Start the GroupWise Sync Agent.
Possible Cause: The Mobility Service is not running.
Action: Check the current status of the Mobility Service. If needed, start or restart the
Mobility Service. For instructions, see “Starting and Stopping the GroupWise
Mobility Service” on page 19
. Then start the Device Sync Agent in the Mobility
Admin console.
Possible Cause: An application on the Mobility server is using ports 80 and 443. These ports need to be available for use by the Device Sync Agent for communicating with mobile devices.
Action: Stop and disable the other application that is using ports 80 and 443 on the
Mobility server.
98 GroupWise Mobility System Troubleshooting
