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eSync 2000 - Novell GroupWise Edition
Basic Troubleshooting
Troubleshooting First Steps
Introduction to Synchronization Troubleshooting
eSync 2000 - Novell GroupWise Edition is only one of the essential components in the integrated 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? If not, 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? If not, 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? If not, please see the email synchronization topic.
- Do you understand how eSync handles GroupWise email messages that are to be 'deleted'? Please see the email 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 what 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 plugin? 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 PCMails 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 created to be sent via 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 synchronization account:
To ensure the email message is setup to be sent via the synchronization account, open the Outbox or Draft message on the device, and from the Menu, select Tools|Send message via account. A dialog box is displayed that allows you to specify the email account to use when sending the message. Make sure this setting reflects the PC synchronization account you are using (it should be the same account that was created in the email application when you setup your first email sychronization task). The account will not work.
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
- eSync 2000 Readme file
- EPOC Connect Help file and electronic documentation
- Mobile device email application documentation
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| Last updated: Saturday, September 23, 2000
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