Environment
Novell GroupWise 7
Situation
There is a GMS account that when a user synchronizes his
items on a phone, it creates duplicate entries in his
GroupWise mailbox. Those duplicates are then synchronized also to a
GMS account / phone.
Resolution
There are few possible procedures to resolve this
problem:
Procedure
A
- Start Admin Console on your GMS server.
- Launch WebAdmin from there and once it is loaded, replace a text after IP address by diag, i.e. URL will be like
/diag. - Go into Email accelerator section.
- All Accounts.
- Find and pick the first user that reported a problem.
- Note his key string.
- Go into GMS server directory structure, C:\Program Files\Intellisync Mobile Suite\Pim\SharedFileSystem\Account. Here is a list of directories that correspond to a string from previous step.
- Delete the user`s directory based upon the user string you found before.
- Return back to the diag WebConsole and from the user account displayed, click on Reset. This will re-sync the data from his GW mailbox and update his user DB on the GMS server.
- Wait a bit and then let the user login in his GMS account via WebPim interface to see if the items were "re-filled".
- After this is OK, let the user sync using his phone. During a sync process you might get an option"Merge" settings which he shall select to merge items on a phone and in his new GMS account. Go for this option only when there are no duplicates on a phone anymore.
Procedure
B
- Let a user to login in his GMS mailbox via WebPim interface.
- Go into Settings section.
- In a Device name section highlight and delete his mobile device(s).
- Let him sync his mobile device again and see if duplicate entries still exists.
Procedure
C
- Start Admin Console on your GMS server.
- Expand Intellisync Mobile Suite and under Management | Users find the user account.
- Delete the account from there. This does not remove entries on his mobile phone.
- Let the user login via WebPim interface into his account. This will re-create his new GMS account that needs to be configured again. After he clicks on Email section, all mails from GroupWise mailbox will be synced here again.
- After that let the user sync his mobile phone. If the phone client supports"Merge" option, go for it.