GroupWise Mobility Service: General Troubleshooting

GroupWise Mobility Service: General Troubleshooting
How to troubleshoot a variety of sync issues
What logs are important to check?

Note: The GroupWise Mobility Service Administration Guide features a Troubleshooting section.

When working with GMS, it is important to set the logging to Debug. Please refer to the GroupWise Mobility Service Administration Guide, Section 5.6.2, Setting the Log Level. For further information about what log files are important, see Section 5.6.1, Understanding Log Files.

There is a Novell Cool Solutions Tool called dsapp that can be used to run a general health check on the Mobility server. This will help identify a lot of potential problems that could cause disruptions in sync, performance issues, etc. See TID 7015569 - How to run dsapp general health check on a Mobility server.


It can be important to monitor the sync traffic for a specific item to determine possible issues as the data flows through GMS. The following steps may be used to help troubleshoot a variety of potential GMS sync issues:

Note: The following items can be filtered with grep:
grep <subject>  (Mail or Calendar Event)
grep <userID>  (User)
grep <name>         (Contact)

The following steps show an example of how to catch a mail item syncing through GMS:
Note: Setting the logs to Debug are an important first step. See the section above for details.

1. From a terminal window, enter the following command:
   tailf /var/log/datasync/connectors/groupwise-agent.log | grep -i "data1"
   
   Note: "data1" will be the subject of the future mail item that will be sent as a test; however, this can be replaced with the appropriate grep filter as needed.
   
   
2. From another terminal window, enter the following command:
   tailf /var/log/datasync/connectors/mobility-agent.log | grep -i "data1"
   
   Note: "data1" will be the subject of the future mail item that will be sent as a test; however, this can be replaced with the appropriate grep filter as needed.
   
   
3. From the GroupWise Client, send a new mail item with the subject data1. It's usually best to send the mail from the problem user's account to themselves using the GroupWise Client or from a user not in Mobility. This should reveal if the test mail goes through both connectors (the two terminal windows used above). Here are a few possibilities:
   
   
• Nothing appears in either connector or nothing appears in the groupwise-agent.log:
  There is a potential problem with data syncing from GroupWise to GMS.
  See TID 7014498 - Mobility unable to communicate with GroupWise POA.
  
  
• Something appears in the groupwise-agent.log, but nothing appears in the mobility-agent.log:
  There is a potential problem with data syncing between connectors in GMS.
  See TID 7013038 - Slow sync of Mobility (Mobility Server section).
  
  
• Something appears in both the groupwise-agent and mobility-agent logs, but never is received on device:
  There is a potential problem with device sync.
  See TID 7013053 - Issues with device connectivity to Mobility Server.