Reporting a problem with HCL Traveler for Microsoft Outlook

If you can't resolve a problem with HCL Traveler for Microsoft Outlook, you can report it to Support.

About this task

When you report a problem, you might be asked to submit log files. Complete the following steps to create, locate, and submit the logs.

Procedure

  1. Verify that verbose logging is enabled:
    1. In Outlook, click File > HCL Traveler > HCL Traveler for Microsoft Outlook Help > Diagnostics.
    2. In the Diagnostics dialog box, verify that the Trace Level is set to Verbose.
    3. If Verbose was already selected, click Cancel and skip to step 2 because detailed logs were already created.
    4. If you changed the Trace Level to Verbose, click Save.
    5. Restart Outlook.
    6. Reproduce the problem that you are reporting so that detailed logs can be created.
  2. Locate the logs:

    There are two ways to locate the logs:

    • Open Windows Explorer and navigate to the following folder (you can paste the path directly into the address bar:)
      \%temp%\HCL_Traveler_for_MS_Outlook
    • Open the Mail Help's Diagnostics dialog box and view the logs path:
      1. In Outlook, click File > Mail > Mail Help > Diagnostics.
      2. Copy the path that displays in the Diagnostics dialog box:
  3. Compress the logs into a .zip file:

    In Windows Explorer, right-click on the folder and click Send to > Compressed (zipped) folder.

  4. Mail the .zip file to the person who requested the logs or attach the .zip file to an HCL Traveler Problem Report (TPR) generated on the HCL Traveler home page accessed at https://hostname/traveler.