Troubleshooting common user issues (administrators)
This topic describes troubleshooting tips, and offers solutions as available.
HCL recommends that, when troubleshooting issues, administrators should first attempt to reset or delete at the server level, before also deleting profiles on the client. This will reduce the number of inactive accounts on a server, and keep existing Outlook profiles intact.
If a server reset or delete doesn't solve an issue, the following steps are initial ones that you
can use when working with users to resolve some issues. Please follow these initial steps to see if
they resolve the problem:
- Have the user restart the Outlook Client.
- Ensure that the user follows the troubleshooting tips in the HCL mail add-in Help documentation, including certificate importing.
- If a user reports that images or documents are appearing truncated in Outlook, validate that the
user does not have the following parameter set:
- From your HCL Traveler for Microsoft™ Outlook server copy of your mail file, navigate to the File menu
- Select Replication and Options for this Application
- Navigate to the
Space Savers
tab. - Ensure 'Receive summary and 40 KB of rich text only' is not checked
- Once you uncheck this option, the next full replication should 'untruncate' everything.
- If a user gets into a non-recoverable state where some operations stop syncing (folder creation,
deletion from inbox, etc.), but mail continues to arrive, you may have encountered a problem with
your device's sync state. In this case, delete and recreate the user's Microsoft Outlook profile:
- On the client, have the user delete their profile ()
- Create a new Microsoft™ Outlook profile for the user