Users unable to send emails/appointments from any Device

  • Document ID:7007145
  • Creation Date:03-Nov-2010
  • Modified Date:10-Dec-2013
    • Micro Focus Products:
      GroupWise
      GroupWise Mobility Service

Environment

Novell Data Synchronizer Mobility Pack
Novell Data Synchronizer Mobility Pack 1.1
Novell Data Synchronizer Connector for Mobility
Novell Data Synchronizer Connector for GroupWise
Novell GroupWise 8

Situation

Unable to send emails/appointments from Device to GroupWise
Changes to Contacts done on Device don't sync to GroupWise
Mails read on the device doesn't update on GroupWise
Mails deleted on the device does not get deleted from GroupWise
Events do not flow from Device to GroupWise
Events flow from GroupWise to Device

Resolution

This can happen if there is a stuck event in the postgres database. Please follow the steps listed below to troubleshoot/solve this issue. The following steps contain instructions on how to get into the postgres database. However, serious problems might occur if the database is modified incorrectly. Therefore make sure to follow these steps carefully.
  1. Follow the steps in the following Techical Information Document to set the log levels to Debug Verbose Diagnostic on the GroupWise and the Mobility Connector.

    https://support.microfocus.com/kb/doc.php?id=7006823&sliceId=1&docTypeID=DT_TID_1_1&dialogID=180983217&stateId=0 0 180977982 0 180977982 0 180977982 0 180977982
  2. Open a terminal session and browse to "/var/log/datasync/connectors " without quotes and press Enter.
  3. Type "tail -f default.pipeline1.mobility-Appinterface.log | grep deviceevent -i " and press Enter.
  4. Stop and Start the mobility connector from webadmin.
  5. In the output of the command typed in step 3, it should show something like the following

    2010-11-03 18:23:53.256 INFO_VERBOSE [Thread-29] [deviceEventMonitor:43] [userID:] [eventID:] [objectID:] [Monitor] Device Event Monitor Started
    2010-11-03 18:24:03.311 DEBUG_VERBOSE [Thread-29] [deviceEventMonitor:120] [userID:cn=user1,ou=ou1,ou=ou2,o=novell] [eventID:68a8acd4d56111dfb6f0005056881dfa] [objectID:68a8acd3d56111dfb6f0005056881dfa] [CheckPoint] Processing Event
  6. If the above is the last output, then it is the eventID 68a8acd4d56111dfb6f0005056881dfa that is causing the issue. Note down the eventID that is displayed in place of 68a8acd4d56111dfb6f0005056881dfa.
  7. Type "psql -U datasync_user mobility " without quotes and press Enter.
  8. Type the password of the database that was set during the installation. The password of the database is also stored in /etc/datasync/configengine/configengine.xml .
  9. Once connected to the database, please type "select count(*) from deviceevents; " without quotes
    and press Enter. This should show the number of events pending to reach GroupWise.
  10. Try typing the above command over and over again to see if the number reduces. If it does, then it means that the events are slowly reaching GroupWise. However, if the number just keeps on increasing, then it is stuck on one event and is probably the event that was noted in step 5. If the events do not reduce, please follow the steps listed below:
    1. Type "update deviceevents set state='1000' where eventid='68a8acd4d56111dfb6f0005056881dfa'; " without quotes and press Enter. Replace 68a8acd4d56111dfb6f0005056881dfa with the one that was noted in step 6.
    2. Type "rcdatasync restart " without quotes on an other terminal and press Enter.
    3. Wait for a few minutes and type "select count(*) from deviceevents; " without quotes and press Enter to make sure that the number decreases.
    4. Type \q to quit.

Status

Reported to Engineering

Additional Information

Notes:

Error in /var/log/datasync/connectors/default.pipeline1.mobility-Appinterface.log in debug/verbose/diagnostic mode
 
Device ID: 52981a2554af11e0a202005056b200f5
2011-03-31 00:30:15.080 DEBUG_VERBOSE [Thread-5] [converter:597] [userID:cn=user1,ou=ou1,ou=ou2,o=o1] [eventID:3028bb595a6611e0a33f005056b200f5] [objectID:3028bb5a5a6611e0a33f005056b200f5] [CheckPoint] Converting ActiveSync to SyncEvent
Device ID: 52981a2554af11e0a202005056b200f5
2011-03-31 00:30:15.081 ERROR_VERBOSE [Thread-5] [deviceEventMonitor:263] [userID:cn=user2,ou=ou1,ou=ou2,o=o1] [eventID:] [objectID:] [Monitor] Error Handling Event local variable 'sdDict' referenced before assignment
Traceback (most recent call last):
  File "syncengine/connectors/mobility/lib/monitors/deviceEventMonitor.py", line 154, in run
  File "syncengine/connectors/mobility/lib/conv/converter.py", line 617, in convertASToSE
UnboundLocalError: local variable 'sdDict' referenced before assignment
2011-03-31 00:30:15.082 ERROR_VERBOSE [Thread-5] [deviceEventMonitor:287] [userID:] [eventID:] [objectID:] [Monitor] Unknown exception in Device Event Monitor
Traceback (most recent call last):
  File "syncengine/connectors/mobility/lib/monitors/deviceEventMonitor.py", line 266, in run
  File "syncengine/connectors/mobility/lib/mobility_util.py", line 275, in setErrorStateData
  File "/usr/lib64/python2.6/json/__init__.py", line 307, in loads
    return _default_decoder.decode(s)
  File "/usr/lib64/python2.6/json/decoder.py", line 319, in decode
    obj, end = self.raw_decode(s, idx=_w(s, 0).end())
  File "/usr/lib64/python2.6/json/decoder.py", line 336, in raw_decode
    obj, end = self._scanner.iterscan(s, **kw).next()
  File "/usr/lib64/python2.6/json/scanner.py", line 55, in iterscan
    rval, next_pos = action(m, context)
  File "/usr/lib64/python2.6/json/decoder.py", line 183, in JSONObject
    value, end = iterscan(s, idx=end, context=context).next()
  File "/usr/lib64/python2.6/json/scanner.py", line 55, in iterscan
    rval, next_pos = action(m, context)
  File "/usr/lib64/python2.6/json/decoder.py", line 155, in JSONString
    return scanstring(match.string, match.end(), encoding, strict)
ValueError: Invalid control character at: line 1 column 20 (char 20)