Basic troubleshooting of sync problems of a single account on a mobile phone.

  • 7010256
  • 06-Mar-2012
  • 10-Dec-2013


Novell Data Synchronizer Mobility Pack 1.1
Novell Data Synchronizer Mobility Pack 1.2


There are often situations when a particular account shows problems with syncing data on a mobile phone. This article describe basic steps of cleaning and resolution of the problem.


Here is a list you shall always try:

1. Delete Exchange account from any device you tried to connect to the account on your Datasync server.

2. Delete the account from both, a mobility and then GroupWise connectors and wait about 15-20 minutes before you try to add them back. That is a time needed for removing his data at the PSQL site.

3. Enable HTTP interface on the POA where the user exist.An access must be configured with user / pwd otherwise you will see less options.

4. Click on Configuration tab.

5. Here find Event Configuration List that shall list all accounts that were configured and synced with the Datasync server.

6. Click on (any if more than one listed) user link.Here enable "Delete Events" and also "Delete Event Configuration" checkboxes and click on Submit. Repeat this step for any instance of this account listed in the list.

7. Steps 6. cleaned information in a part of user GroupWise database, however, these data is stored temporarily in the POA server memory. Therefore it is essential to restart the POA after you deleted the Events and Event Configuration.

8. If in between there was 15-20 minutes time since you removed his account from both connectors, you can add the account again in a GroupWise one. After you add a user in the GW connector, this account shall appear in the SOAP Notification List. This is another link in the Configuration tab of the POA HTTP interface. The user account MUST show there otherwise POA is unaware of this account and therefore neither it is not included in monitored accounts, nor the POA notifies the Datasync server about. If after adding a user in the GW connector it is not listed, you might want to check one Datasync parameter - see TID 7010023.

9.After you see added account in the POA HTTP interface, add the user also into a mobility connector. Wait till account gets in a synced status. Do not try to sync any device with an account prior that.

10. Once the account is listed as synced in the monitor tool of the Datasync server, you can click on the user link. It will display his GW folders alike they exist in his mailbox.

11. Now you can add Exchange account on your mobile device and make first initial sync.