Copyright: Copyright © 1999 Advansys Pty Limited


Contents
Welcome to eSync 2000 - Novell GroupWise Edition

  See also

ADVANSYS

eSync 2000

Novell GroupWise Edition

Thank you for using Advansys eSync 2000 - Novell GroupWise Edition!

Advansys eSync 2000 - GroupWise Edition seamlessly integrates with EPOC Connect, enabling the synchronization of e-mail and phone messages between a mobile device running the EPOC Email/Message program version 2.00(518) and Novell GroupWise 5.1 and above.  Click here for more information regarding supported devices.

Click on one the related topics at the top of this page to continue.

Advansys eSync 2000 - GroupWise Edition

Copyright © 1999 Advansys Pty Limited - All Rights Reserved

eSync is a trademark of Advansys Pty Limited.  GroupWise is a registered trademark of Novell Inc.  PsiWin is a registered trademark of Psion Computers PLC.  EPOC is a registered trademark of Symbian Limited.


Troubleshooting - first steps

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Introduction to Synchronization Troubleshooting

eSync 2000 - Novell GroupWise Edition is only one of the essential components in the integrated email synchronization solution.  As a result, one of the most important steps in the troubleshooting process is to attempt to isolate the source of a problem.  The earlier this determination is made, the faster you are likely to find the cause of the problem.

Some elementary steps to check:

Are you familiar with the approach to email synchronization provided by EPOC Connect?  Please see your EPOC Connect documentation.

Are you familiar with the concept of a PCMail item?  Do you know how to create a PCMail on your mobile device, and send it via a PC account?  Please see your mobile device and EPOC Connect documentation.

Do you understand how eSync 'maps' the folders between the mobile device email application and GroupWise?  Please see the E-Mail Synchronization topic.

Do you understand how eSync handles GroupWise email messages which are to be 'deleted'?  Please see the E-Mail Synchronization topic.

Is eSync installed and configured correctly?  You may need to uninstall and reinstall to help eliminate a problem.

If the problem cannot be clearly attributed to eSync, we need to review whether the cause may be associated with one of the following main components:

EPOC Connect

Novell GroupWise

Mobile device email application

Serial communications link

The role of these components in the synchronization process, and some steps to take during troubleshooting, are outlined below.

EPOC Connect

EPOC Connect is the core synchronization software, user interface and it controls all communications with your mobile device.  An EPOC Connect synchronization task contains the key parameters such as date range etc..  The synchronization task is also linked to the 'shadow' or data history of the previous synchronization.  This history is critical for EPOC Connect to determine which mobile device/GroupWise entry changes are necessary in a subsequent synchronization.

To help eliminate or isolate a problem, it is a good idea to delete the existing synchronization task and create a new one.  Please note that, after deleting a synchronization task, any changes made in the mobile device or GroupWise since the last synchronization may not be accurately synchronized on the first subsequent synchronization (because EPOC Connect no longer can refer to the last synchronization history to detect what has changed).  For example, this may result in an item, deleted on the mobile device since the last synchronization, being transferred back again to the mobile device from the undeleted equivalent remaining in GroupWise.

Other checks:

Have you consulted your EPOC Connect documentation?

Are you using the most recent version of EPOC Connect?  This version of eSync will work only with version 5.0.

Are you using a supported mobile device?

Have you installed the EPOC Connect email synchronization plug-in?  This is a separate component on your EPOC Connect CD, and is not installed by default.

Have you reviewed your Synchronization task's log file?

Is EPOC Connect installed correctly?

Does the problem occur with other features of EPOC Connect?

Novell GroupWise

eSync 2000 provides the interface to the GroupWise mailbox.  Synchronization problems can occur if eSync has trouble reading information from the mailbox.  This can arise when there is corruption in the database, which may be attributed to one or more messages.  Ask your system administrator to run an integrity check on your mailbox.

Psion Series 5mx email application

eSync 2000 only supports the synchronization of PCMail from your mobile device.  A common reason why eSync cannot 'see' email on your mobile device is that the messages are either not PCMails, or the message has not been assigned to a synchronization account.

To check if a email message is a PCMail:

Select the email message in the mobile device email application.

A PCMail message will be proceeded by the PCMail icon.

You can convert a standard email message into a PCMail by selected the message and pressing CTRL+SHIFT+Z

To check that a message is to be sent using a PC account:

Select and open the email message in the mobile device email application

Press CTRL+SHIFT+A and check that the appropriate email account is selected.  It should be the same account that was created in the email application when you setup your first email synchronization task.  Please see your mobile device and EPOC Connect documentation for details.

Serial communications link

EPOC Connect controls all the communications with the mobile device over the serial communication link cable.  Please ensure that the cable is firmly connected and no other programs are conflicting with the use of the PC's serial ports.

Other information to check

Please review the following resources prior to contacting Advansys for technical support:

eSync 2000 Help file (this file)

eSync 2000 Readme file (located in the program installation directory, which is the EPOC Connect program directory)

EPOC Connect Help file and electronic documentation

Mobile device email application documentation

Advansys Web site: www.advansyscorp.com for any relevant FAQ or Service Pack


Setting up a new synchronization

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To use eSync 2000 for synchronizing your email, you must first set up a new EPOC Connect synchronization task.  EPOC Connect includes a wizard (a sequence of dialogs) which you use to enter task information.

To start the wizard:

Double-click the EPOC Synchronizer icon on the Desktop or in My EPOC Device. When you set up your first task, the wizard automatically starts; otherwise click the New button to start the wizard.

Check the Email radio button on the EPOC Connect Synchronizer Wizard dialog.

Select Novell GroupWise email from the list of available email systems, then the wizard displays each dialog that you need to complete.  Use the Next or Back buttons to move between the wizard pages.

When you set up an eSync synchronization task, a wizard displays the dialogs you need to complete.  Click here to learn about the GroupWise options you can specify when setting up a synchronization.


Email Page
Synchronization Dialog (Email)

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If you have not already done so, double-click the My EPOC Device icon

Double-click the Synchronization icon to open the main synchronization window.

Right-click the icon for the appropriate Synchronization task and point to Properties, then select the Email tab.

When you set up an eSync synchronization, you will need to know:

Whether you need eSync to login into GroupWise manually using a special user ID and/or parameters.  In most cases this is not necessary, and you should not use this option.

Whether you would like to specify a custom folder to act as your Inbox during a synchronization.  If you do not specify a custom folder to be the Inbox, eSync will extract all incoming email messages from your standard GroupWise Mailbox folder.  This is the default setting.  If you wish to specify another folder as the target 'InBox', select the 'Use custom folder as Inbox checkbox' and click on the browse button to display a list of available folders.  Click here for more information.


E-mail Synchronization

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Introduction

eSync 2000 - GroupWise Edition allows you to transfer email and phone messages between the EPOC Email application and your GroupWise email account on your PC. You can also write PCmails on your mobile device which will be sent from your GroupWise email account when you synchronize.

Before you can synchronize your email and phone messages, you must create an email synchronization task and specify the details of the email account on your PC. You can control which messages are synchronized by specifying:

a) email which falls within a date range;

b) email size limit; and

c) whether attachments should be included.

When you synchronize, EPOC Connect checks the email messages in GroupWise and the corresponding PCmails on your mobile device, and then transfers or deletes messages to keep them in step.  PC email messages which are synchronized between your mobile device and PC are shown as PCmails on your device.  When you first synchronize, a PCmail account is created on your mobile device using the Account Name specified in the synchronization task.

EPOC Connect only provides support for the synchronization of the 'standard' email folders called Inbox, Outbox, Draft and Sent.  If you wish to synchronize email contained in other folders on your mobile device, you must move them into the standard folders.

EPOC Email application - GroupWise Compatibility

The EPOC Email application, and the email synchronization component of EPOC Connect, were designed using the Microsoft Outlook approach to email, where an email item's status (i.e. sent, waiting to be sent, draft or newly arrived) is dictated by its enclosing folder.  For example, all newly arrived email messages are stored in the Inbox folder, email messages waiting to be sent are stored in the Outbox folder, and email messages that have been sent are stored in the Sent folder.  These folders can be seen in the Email application screen shot below:

GroupWise uses a different approach, where an email item's status is stored within the message itself, and all email messages are stored (at least by default) in a single, special folder called Mailbox.  GroupWise uses a system of filters and views to simulate the Outlook approach.  For example, the Sent Items folder in GroupWise is actually a special filter folder that dynamically looks up all of the email messages that have been sent.  An example of the GroupWise email client (including a number of folders automatically created by the plugin) is shown below:

These fundamental design differences have dictated the way eSync 2000 operates:

Email messages in the EPOC Email application Inbox are synchronized with incoming GroupWise email messages in either the standard Mailbox or the GroupWise folder you specify as the Inbox.

Email messages in the EPOC Email application Outbox are synchronized with outgoing GroupWise email messages.  Any messages in the Outbox are transferred to GroupWise, sent, and then moved to the custom GroupWise Sent folder.

When you place a message in the EPOC Email application's Outbox, it will not be moved to the EPOC Email application's Sent folder until you synchronize TWICE with GroupWise.  The first synchronization sends the Outbox message via GroupWise and the second synchronization moves the Outbox message to the Sent folder.  This is normal EPOC Connect email synchronizer operation.

Email messages in the EPOC Email application Draft folder are not synchronized with GroupWise.  The design of GroupWise does not allow synchronization of Work in Progress email messages.

Email messages in the EPOC Email application Sent folder are synchronized with messages in the custom GroupWise Sent folder.

Email messages deleted from the EPOC Email application are moved to the custom GroupWise Deleted folder.


eSync Installation/Removal
eSync 2000 Installation/Removal

  See also

Installing eSync 2000:

To install eSync 2000, simply run the executable and follow the prompts.  The installation program will install the software in your EPOC Connect folder.

Removing eSync 2000:

The installation program has installed an entry in the Windows registry which allows you to use the standard Add/Remove Programs facility to remove the program.

Open the Windows Control Panel.

Start the Add/Remove Programs applet.

Select Advansys eSync 2000 - GroupWise Edition from the list of installed applications, and select remove.

You may have to manually remove the installation directory and some files if any temporary files, or files which are still in-use, existed at the time of uninstallation.  You may also view the changes the installation program made by looking at the ES2000GW.LOG file (or ES2000GWD.LOG if your purchased eSync 2000 from a distributor), which is located in the target installation directory.


The TrialWare Concept

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There are two versions of eSync 2000 - Novell GroupWise Edition:  The TrialWare version and the Distributor/Reseller version.  Both versions have an identical feature set.  The information that follows is only applicable to the TrialWare version.

The TrialWare version is distributed as fully functional, 30 day ‘TrialWare’.  As the term implies, 'TrialWare' allows you to install and freely operate the plug-in software without any feature restrictions, for a trial period of 30 days.  This approach provides you with the opportunity to fully evaluate the software prior to purchase.

At any time before or after expiry of the 30 day trial period, the trial version can be time-unlocked by purchasing an electronic registration key, which is entered into the Register dialog.

If you do not register the software within 30 days, the plug-in will cease to operate.  Further attempts to use, or reinstall, eSync will only result in the display of the Register dialog, where registration can be effected at any time.  Should you decide not to use the software, you may use the uninstall procedure to remove it.


How to purchase a registration key

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You may purchase eSync 2000 - GroupWise Edition by a number of methods:

From an eSync Reseller (see our Web page listing).

Directly from Advansys.

For additional ordering details please refer to our Web site,

www.advansyscorp.com

or the eSync 2000 - GroupWise Edition Register.txt file, which is located in the program installation directory.


Entering your registration key

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After you have received your registration key, you will need to enter the codes into the Registration Key Input dialog shown below.  Take special care to enter the information exactly as supplied, including the correct character case.

If you purchased the Reseller/Distributor version of the plug-in...

Your reseller/distributor would have supplied you with a key as part of your purchase.  You will be prompted to enter the registration key the first time to attempt a synchronization.  eSync will not operate until you enter the registration key.

If you downloaded the TrialWare version of the plug-in...

You can purchase a registration key from a reseller or directly from Advansys.  You will be given the opportunity to enter a registration key at the start of every synchronization during the 30 day trial period.  At the end of the trial period, you may enter the registration key by displaying the synchronization task property pages within EPOC Connect and pressing the Register... button.

The following dialog is used to enter your registration key:

IMPORTANT!  To successfully time-unlock the software, you must enter the registration information EXACTLY AS SUPPLIED.  The registration key is case sensitive.  If you received the code by email, you may wish to use the Windows clipboard 'copy/paste' method to copy the code from the email text to the Registration dialog.  Any "0" in the registration key code is a "ZERO" not the letter 'O'.  If you experience problems entering your registration key, please contact your reseller or Advansys for assistance.

Thank you and congratulations!  You are now a registered user.  Please ensure you store your registration information in a safe place in case you need it for a future reinstallation or upgrade reference.

We welcome comments and suggestions on our software.  Please do not hesitate to contact us by email at "eSync Sales" <advansys@advansyscorp.com>.

Should you need to contact Advansys for a future upgrade purchase or for technical support, you will need to provide your registration key, which can be displayed in the About dialog at any time by pressing the About... button on the Applications page of the Properties dialog.


Viewing your registration details

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If you are already a registered user, in order to upgrade to a new version or to request technical support, you are required to quote your Audit ID.  This can be found on the About dialog (shown below), which can be displayed by pressing the About... button on the Applications page of the Properties dialog.


Troubleshooting - obtaining technical support

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If the information contained in the First steps section does not address your problem or issue, Advansys offers free initial installation technical support for the current version of eSync 2000.  If you are already registered, when requesting technical support, you will need to quote your registration information.  Please see the Contact Details section for contact methods.

Prior to requesting technical support, please refer to the First steps section.

Please supply the following information when requesting technical support:

•	 Audit code from the registration information dialog (if you are already a registered user)

•	 EPOC Connect  version and build numbers

•	 Novell GroupWise version

•	 Synchronization settings from the Email and General pages in the Properties dialog

•	 Microsoft Windows version and service pack level (i.e. Win 95, 98 or Win NT4)

•	The file ES2000GW.LOG found in the EPOC Connect folder


Contacting Advansys

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Advansys welcomes your comments and suggestions on our products.  Please contact us by one of the following methods below.

Internet E-mail

advansys@advansyscorp.com

Fax

+61 2 9969 7651

Word Wide Web

Check our Web site for the latest product information and updates. Point your browser at:

www.advansyscorp.com

Postal Address

Advansys Pty Limited

68 Ourimbah Road

MOSMAN NSW 2088

AUSTRALIA


Email Deletion Handling

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When a previously synchronized email message is deleted on the mobile device, eSync 2000 will not delete the matching GroupWise email message.  Instead, the GroupWise email message is simply moved to a custom folder in GroupWise called Deleted. These folders are automatically created in GroupWise by eSync.  This feature ensures that you do not accidently lose any GroupWise email messages.

As any email messages in the Deleted folder have been deleted from your mobile device, from time to time you may wish to manually delete these messages from the folder.


Custom Inbox Folder
Custom Inbox Dialog

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This dialog allows you to select a preexisting GroupWise folder to act as the Inbox during a synchronization.  Only personal, non-shared, non-query folders and the mailbox are valid choices.  No other folders and objects can be used as the Inbox folder, and are grayed out in the dialog.

To select the InBox folder:

Select the folder you wish to use as the InBox.  You may have to expand the tree if the folder is not visible

Click OK


Custom GroupWise Folders

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Due to the way GroupWise handles email, eSync 2000 automatically creates three personal folders in your GroupWise system the first time you use it.  These folders are used to more closely mimic the way the EPOC Email application works.

A folder is created off the root with the name of your currently connected EPOC device.  You are prompted to enter the name of this folder when it is created.

A sub-folder is created under the root folder above called Deleted.  This folder is used to store any previously synchronized email messages that have been deleted on the EPOC device.  Click here for more information.

A sub-folder is create under the root folder called Sent.  This folder is used to store email messages that have been sent from the EPOC device.  Its contents are synchronized with the Sent folder on the EPOC machine.

Unpredictable results with occur if you delete any of these folders.


Supported Devices

eSync 2000 - Novell GroupWise Edition has been designed and tested for use with mobile devices running the EPOC operating system, and which has the EPOC Email/Message program, version 2.00(518) or greater installed.  As of October 1999, this included:

Psion Series 5mx with EPOC Email installed

Psion Revo with EPOC Email installed

Ericsson MC218 with EPOC Message installed

Other devices may also be compatible.  Please see the readme file that was installed with this product for any late breaking announcements, or visit our Web site www.advansyscorp.com.


EPOC Connect
What is EPOC Connect?

EPOC Connect is the generic name for the application used to provide communications, synchronization and conversion services between a PC and mobile devices running the EPOC operating system.  eSync 2000 - Novell GroupWise Edition is a synchronization plug-in that integrates tightly with EPOC Connect to provide extended synchronization services.  This version of eSync 2000 only works with EPOC Connect version 5.0

EPOC Connect is often re-badged (renamed) by mobile device suppliers.  Below is a list of shipping versions of EPOC Connect 5.0 that have been tested with eSync 2000:

Psion PsiWin 2.3  (Installs to 'C:\Program Files\Psion\PsiWin\')

Ericsson EPOC Connect 1.0  (Installs to 'C:\Program Files\Ericsson\EEC\')