User connectivity and password problems

Perform the following procedure to generate a set of logs for troubleshooting a user connectivity problem.

1. Increase the log level for a specific user that is exhibiting the problem by running the following command:

   tell traveler log adduser finest <username>

   Note: If the log statements are not associated with a particular user, they are labelled as a special user, called *system. As a result, you can use *system as a username with this tell command as well.
2. Delete or move any existing HTTP thread log files from the directory <Domino data dir>/IBM_TECHNICAL_SUPPORT. This is the default directory location, and the log files have the name format htthr*.log. In a Highly Available environment, this must be done on every server in the pool.
3. Turn on HTTP tracing.

   tell http debug thread all

   In a Highly Available environment, the above command must be run on every server in the pool (using the -s * option will not be sufficient).

   Note: Using tell commands only lasts until HTTP is restarted. The notes.ini parameters are used each time HTTP is started. Therefore, you should use the tell commands if you only need them for a short period of time or you don't want to restart HTTP. Use the notes.ini values if you need the debugging to last across HTTP restarts. The equivalent notes values for tell http debug thread all are HTTPEnableThreadDebug=1, HTTPEnablePostDataLogging=1 and HTTP EnableResponseContentLogging=1 in notes.ini.
4. Ask the user to reproduce the problem and submit a Traveler Problem Report (TPR). For more information, see Device logging.
   Important: Before communicating with HCL Support, note the user name, device ID, details of the problem, and the time the problem was reproduced.
5. After the user submits the TPR, run the following command:

   tell traveler dump <username>

6. If this is not an HA configuration, run the command:

   tell traveler support <case_number>

   If this is an HA configuration, run the command:

   tell traveler -s * support <case_number>

7. Run the following command to undo the system settings you configured in steps 1 and 2, if necessary:

   tell traveler log removeuser <username>
   tell http debug thread off

   In a Highly Available environment, tell http debug thread off must be run on every server in the pool.