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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.

Android devices

To submit a problem report to your system administrator from an Android device, perform the following procedure:

  1. When you encounter a problem, turn logging on by clicking the HCL Domino Workspace Mail icon and selecting Menu > Settings > Logging > Enable Logging.
  2. Reproduce the problem if possible. It is important to demonstrate the problem with logging turned on.
  3. Submit a TPR by clicking the HCL Domino Workspace Mail icon and selecting Menu > About > Report Problem.
  4. The device collects the logs and sends them to the server. Logs are typically stored in the traveler/logs/tprs folder.
  5. If the problem is connectivity-related, the log files may not be sent to the server. In this case return to the Report Problem screen by selecting Menu > Tools > Report Problem and select Export. The TPR is placed on your SDcard. Use the Problem Report feature of the HCL Traveler home page to upload the compressed file. The home page can be accessed at https://hostname/traveler.
  6. If the problem is connectivity-related, the log files may not be sent to the server. In this case return to the Report Problem screen by selecting Menu > Tools > Report Problem and select Export. The TPR is placed on your SDcard. Provide the TPR archive to HCL Support.
  7. Notify the system administrator of the problem. Be sure to include as much detail as possible and the steps to reproduce the problem.

HCL Domino Workspace Mail for Apple devices: Logging for mail, calendar or contacts issues

There are two ways to gather and report device information about HCL Domino Workspace Mail using logs.

To View and mail logs directly, open the Settings menu in the app and tap View Log to display the user logging information. Tap the Email Log button to mail the log files. Send this to your system administrator with as much detail as possible as well as the steps to reproduce the problem.

The other option is to send a problem report. To do this, open the Settings menu and choose Send a Problem Report. From here, you can optionally identify the type of problem, enter a description of the problem and add attachments (such as screen shots). Tap Send to deliver the report directly to your HCL Traveler server.

HCL Domino Workspace Mail for Apple devices: Enabling crash reports to be sent to Apple

Correctly sending crash reports from your device allows HCL to efficiently analyze and respond to your issues. Before you begin, ensure that users have enabled the proper logging options from their device:

  1. Open the iOS Settings app.
  2. Select Privacy, then select Analytics.
  3. Enable both Share iPhone & Watch Analytics and Share With App Developers.

Once these settings are configured using the previous steps, iPhone and iPad users can collect and send analytics data from their device to HCL when they experience a crash. This helps HCL identify which crash reports at Apple belong to the user. To do so, perform the following procedure from the device:

  1. Open the iOS Settings app.
  2. Select Privacy > Analytics > Analytics Data.
  3. Locate any HCL Domino Workspace Mail analytics data. The file format will be HCL Domino Workspace Mail-yyyy-mm-dd-ssss. The file extension will be .ips.
  4. Select the desired entry to open it. The time stamp built into the name should match the time of your crash.
  5. In the analytics data, select the relevant text at the top of the file (usually from {""app_name down to the line beginning with Coalition) then copy it. You may also take a screen shot of this section of the file to use as an attachment instead of copying.
  6. To mail the crash analytics data, open the Settings menu in Mail, then tap View Log to display the user logging information. Tap Email Log. This creates a new mail message with the Mail logs already attached. You can then either paste the log text or attach the screen shot(s) of the analytics data. Send the mail to your system administrator with as much detail as possible, as well as the steps to reproduce the problem.

Parent topic:Gathering log files for support