There could be situations when adding some new, particular user to a Data sync (D'S) server fails whilst other users were successful. Most likely a reason behind failing of the particular originates within his GroupWise mailbox.
One typical issue of a GroupWise mailbox are duplicate folders. They could cause initial sync to fail. You can get cleaned these duplicate, nested folders by running GroupWise check - Contents and Fix on a user database with MISC option set to deldupfolders. If you need to know more details about this deldupfolders MISC option, please, search for this string in our knowledge base to find more TID that deal specially with this topic.
There might be, thought, other folders that can cause problems. If you wan to find out what folders made it during initial sync of added user, you can enable temporarily diagnostic logging level on the engine settings:
1. Login into web admin interface of your D'S server.
2. In the Manege Engines, click on default one listed.
3. Scroll down to the Logging section and set following options:
a) Level set in Debug.
b) Activate Verbose check box option.
c) Activate Log Failed Events to Disk check box option.
d) Click on Save Log Settings.
4. Now scroll up again and click on Edit XML Source.
5. Find following tag:
<verbose>on</verbose>
and edit it into:
<verbose>diagnostic</verbose>
and save the changes.
6. Now stop data sync services via rcdatasync stop.
7. Go into /var/log/data sync/sync engine directory and can move or or remove log files from there. New ones will be created upon a startup of the data sync services.
8. Start the data sync services again via rcdatasync start.
9. Add troubled user to the GroupWise and then to the mobility connectors. The order is important here. You can wait till the status of added user failed in a monitor tool of the mobility connector.
10. Check in the /var/log/data sync/sync engine directory a log file engine.log. You can open it via any text editor and search for your troubled user. You will notice that the new log lists all existing users and what folders they got synchronized. Here is an example of user "Datsun's":
2011-12-12 11:31:35.498 DEBUG_VERBOSE [CAP SUGGEster Thread] [folders:168] [use RId:] [eventIDe:] [objectED:] [] Folders parsed on default.pipeline.groupwise for CNN=Datsun's,our=users,our=GE,o=nets
[{'folder type': 'Root',
'id': '6.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Datsun's last Home',
'sequence': '0'},
{'count': '5',
'folder type': 'Mailbox',
'has unread': '1',
'id': '7.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:49:Z',
'name': 'Mailbox',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '0',
'unread count': '5'},
{'folder type': 'Sent items',
'id': '19.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Sent Items',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '1'},
{'count': '2',
'folder type': 'Calendar',
'id': 'A.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Calendar',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '2'},
{'address book': 'D.Dom.PO.104.1303972.1.1.1@53',
'folder type': 'Contacts',
'id': 'B.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Contacts',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '3'},
{'address book': 'D.Dom.PO.104.1303972.1.3.1@53',
'folder type': 'User contacts',
'id': 'D.Dom.PO.100.1303972.1.36.1|Datsun's',
'modified': 'T:13:Z',
'name': 'Datsun's last',
'parent': 'B.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '0'},
{'folder type': 'Checklist',
'id': 'A.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Task list',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '5'},
{'folder type': 'Draft',
'id': 'D.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Work In Progress',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '6'},
{'folder type': 'Cabinet',
'id': 'C.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Cabinet',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '7'},
{'folder type': 'Trash',
'id': '9.Dom.PO.100.0.1.0.1|Datsun's',
'isSystemFolder': '1',
'modified': 'T:13:Z',
'name': 'Trash',
'parent': '6.Dom.PO.100.0.1.0.1|Datsun's',
'sequence': '8'}]
You can search in the log for your troubled user and find out for any possible complains on some of his GroupWise mailbox folders that at the end caused initial sync failure.
We cannot here provide a general tip on what to do with such bad folder as a reason / complain might here vary a lot. But good rule of a thumb is to get such troubled mailbox organized folder's. This means, keep the system folders at the top level and do not create any private folders underneath them. Keep all private folders rather under the Cabinet folder. You can create your private folders at the top level but keep them outside the system folders.
For some more details on activities happening at a particular connector, you can enable diagnostic logging level in the same way as for the Engine Settings.
Once you finished with he troubleshooting, do no forget to undo extra logging options and restart the data sync services.