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Troubleshooting, known limitations, and restrictions
This section provides helpful troubleshooting tips, known limitations, and restrictions.
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.
Server performance problems
Perform the following procedure to generate a set of logs for troubleshooting a server performance problem.

Troubleshooting, known limitations, and restrictions
This section provides helpful troubleshooting tips, known limitations, and restrictions.
- Troubleshooting tips
  This topic leads to troubleshooting tips for the HCL Traveler and the devices that are used with it.
- Known limitations and restrictions
  This topic leads to known restrictions and limitations for HCL Traveler by device type.
- 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.
  - 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.
  - 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.
  - Using the set_config command with HCL Traveler for Microsoft Outlook
    The HTMO protocol set_config command changes configuration properties related to logging and mail syncing for logged-in users.
  - 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.
- More information and requesting HCL support
  This topic contains links to HCL Traveler information, resources, and support.

Server performance problems

Perform the following procedure to generate a set of logs for troubleshooting a server performance problem.

Increase the logging for the system by running the following command:
```
tell traveler log level fine
```
Initiate® a systemdump to capture the current state of the machine:
```
tell traveler systemdump
```
If you are running an HA environment, use the -s flag to generate a system dump on all servers.
```
tell traveler -s * systemdump
```
Wait at least twenty minutes, then run the following command:
```
tell traveler support <case_number>
```
If you are running an HA environment, use the -s flag to collect data from all servers.
```
tell traveler -s * support <case_number>
```

Important: Outgoing SFTP is required for the Support command automatic upload. See Support command details for manual upload instructions and a complete list of options.