User synchronization problems
Perform the following procedure to generate a set of logs for troubleshooting a user sync problem. A sync problem would include any unexpected behavior related to folders or content (mail, calendar, contacts).
- Increase the log level for a specific user that is exhibiting
the problem by running the following command:
tell traveler log adduser finest <username>
- Find the current fields being logged by running:
tell traveler log show
- Include the field data in your log report by running the following
command:
tell traveler log fields *
Note: Use oftell traveler log fields *
can result in email content persisting in the logs; this content could be read by IBM® Support personnel with access to those logs. - Ask the user to reproduce the problem and submit a Problem Report. Important: Note the user name, subject of the document, and the time the problem was reproduced when communicating with IBM® Support.
- After the user submits the Problem Report, make sure that any
open programs that could have contents in the IBM_TECHNICAL_SUPPORT
directory are closed, then run the following command:
tell traveler dump <username>
Note: Make sure that you wait until the dump has completed before proceeding to the next step. - If this is not an HA configuration, run the command:
tell traveler pmr <pmr_number>
If this is an HA configuration, run the command:tell traveler -s * pmr <pmr_number>
- Run the following commands to undo the system settings you configured
in steps 1 and 2, if necessary:
tell traveler log removeuser <username> tell traveler log fields <previous fields>
Important: Outgoing FTP is required for the PMR command
automatic upload. See PMR command details for
manual upload instructions and a complete list of options.