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Gathering log files for support

This section contains related HCL Traveler links. It also contains instructions on gathering log files to assist HCL Traveler Support in helping you resolve server and device problems.

Logs will potentially contain sensitive information such as server names, IP addresses, email addresses, usernames, etc. The administrator can review the log data from the HCL Traveler server before providing it to HCL Support. For more information on HCL’s commitment to customer data security and privacy, please see HCLSoftware Trust Center.

  • Startup or configuration problems
    Perform the following procedure to generate a set of logs for troubleshooting a startup or configuration problem, including issues with upgrade, new install, configuration, or server start up issues.
  • User connectivity and password problems
    Perform the following procedure to generate a set of logs for troubleshooting a user connectivity problem.
  • User synchronization problems
    Perform the following procedure to generate a set of logs for troubleshooting a user sync problem. These problems include missing, corrupt or incomplete mail, calendar, contacts, and so on.
  • Server performance problems
    Perform the following procedure to generate a set of logs for troubleshooting a server performance problem.
  • Server crash problems
    Perform the following procedure to generate a set of logs for troubleshooting a server crash situation.
  • Device logging
    Use this information to enable tracing on the device, reproduce a problem, and submit a Traveler Problem Report (TPR) to the HCL Traveler server. The system administrator can then notify HCL Support that a TPR has been submitted.
  • Support command details
    Always use the HCL Traveler Support command when collecting and uploading information from a HCL Traveler server. It will collect everything needed to troubleshoot the majority of issues.

Parent topic:Troubleshooting, known limitations, and restrictions