Android troubleshooting

This section contains troubleshooting tips for Android users.

HCL Traveler client

Install/Uninstall

Issue

Solution

Problems installing the HCL Verse client.
If you encounter a problem installing the HCL Verse for Android client, check:
  • If a port number is not specified in the server name field, the installation assumes port 443 for HTTPS. If the server is running on a non-standard port, ensure that the port number is specified along with the server. For example, if the server is running on port 9443, the server should be specified as mytest.server.com:9443.
  • If the Traveler servlet is located in a place other than /traveler, then the servlet must be specified along with the server name. For example, if the Traveler servlet is available at mytest.server.com/s/t instead of mytest.server.com/traveler, then the server should be specified as mytest.server.com/s/t. If the servlet was located at /s/t and was on port 8080, then the server should be specified as mytest.server.com:8080/s/t. Neither the port or the servlet path are standard.
  • Manually test connectivity to the server by accessing the servlet with a browser using https://<server>:<httpsport>/<servlet>. If you can access that site, then you can enter the same URL into the server field.
  • Make sure the device is enabled to install outside applications, as described in the setup instructions.
  • The "Twilight" application, and certain applications which do an "overlay" on the Android screen, are known to interfere with the Install button of the Android application installer. This is a problem with the interfering application, not specific to HCL Traveler. Terminate or pause all other processes that might be changing the screen appearance, and the Install button should work.
  • For information on device requirements, see the system requirements for your HCL Traveler version.

Nothing happens after configuring your Android device.

Pull down the notification bar to see the download progress.

Verifying registration
  • Verify that the server name field does not include https://, port number, or servlet.
  • Check client log for additional information.

Verifying connections
To verify your connection to the server:
  • Validate HCL Traveler server access using firewall or proxy
  • Use Check Server tool and browser to further diagnose connection issues
  • Check sync protocol.

Verifying authentication
To verify your authentication with the server:
  • Check for correct ACL access to the server
  • Check for firewalls that may block access to the server

Verifying configuration
To verify your configuration with the server:
  • Check server ports
  • Check sync protocol, for example HTTP or HTTPS.
  • Check the AutoSync flag

Verifying contention
To check other issues between the device and the server:
  • Verify that other applications are not starving the Traveler process; shut down non-critical applications.
  • Verify that the device is not low on power; plug the device in and shut down non-critical applications.
  • Verify that the device is not running out of storage; adjust the Mail/Calendar and Other Applications filters.
  • Verify that the device can connect to the internet.

Verifying security

Security policies are an option that is enabled by the HCL Traveler administrator. To verify that a device is compliant with a mobile device security policy, see How do I view the security status of my Android device?.

Uninstall not successful when attempting to remove HCL Traveler.

If you receive this message, you are trying to remove HCL Traveler using the Android Application manager. You cannot uninstall an application that has an active Android Device Administrator. To properly uninstall HCL Traveler, open the HCL® Traveler client and choose Menu > Tools > Uninstall application. This completely removes HCL Traveler and all associated data that has been synced.

If you must remove HCL Traveler from the Android manage applications menu, then you must first deactivate the HCL Traveler Security administrator. From the home screen choose Menu > Settings> Location & Security > Select device administrators. Unselect HCL Traveler Security. The application can now be removed normally.

Mail/Calendar

Issue

Solution

Duplicate mail or PIM data may appear on the device, but not on the server
Perform a replace data operation using the HCL Traveler client to resolve this issue. Follow these steps:
  1. Go to the HCL Traveler main menu
  2. Go to Tools -> Replace data
  3. Select applications with duplicate data and select Replace
The data on the client is replaced with a copy of the server data.

Mail and calendar data is missing from the device after external storage card has been erased.
If HCL Traveler has been configured to store data on the external storage card, then this could occur if the folders that contain this data are erased. To resolve this issue, perform a replace data operation using the HCL Traveler client:
  1. Go to the HCL Traveler main menu.
  2. Select Tools > Replace data.
  3. Choose the applications with duplicate data and then select Replace.

The data on the client will be restored with a copy of the server data.