BlackBerry 10 troubleshooting

This section contains troubleshooting tips for BlackBerry 10 device users.

Note: If your device is registered on your company's BlackBerry Enterprise Service 10 (BES 10), the connection to HCL Traveler will be managed by the BlackBerry Device Service. You should first refer to the official BlackBerry 10 product documentation and its troubleshooting information for syncing and connection problems, or consult your administrator.

Troubleshooting syncing and connection problems

If your device is connecting to HCL Traveler directly, without being registered to a Blackberry Device Service, then you can follow these steps to troubleshoot a possible connection problem.

Using the browser on your device, open the URL https://<server>/traveler. This URL may be slightly different depending on how your administrator has set up your HCL Traveler server. See your administrator for exact details.

If your device successfully connects to the HCL Traveler server, you are prompted for your user ID and password. A web page displays the user status.

If you cannot connect to this page or you receive another error message, then either the HCL Traveler server is not running or there is a network connection problem between your device and the server. You can also try turning the device off and back on if you are experiencing sync problems.

If you can connect to this page, you may also see additional diagnostic information, such as a message indicating that you may not have the appropriate access list set on your mail file to allow operation of HCL Traveler, the HCL Traveler server cannot connect to your mail server, or that your mail file is currently over quota. This page can provide you with much more diagnostic information than is available on your mobile device.

In some cases you may see an error page indicating other encountered conditions. Contact your company administrator for assistance.

Password lockout

The password policy of your company may require that you change your HCL Traveler login password periodically. When you change your password using the password services of your company, you must also remember to change the password on any mobile devices that you own that access the HCL Traveler service. If you do not, then the mobile device continues to connect to the HCL Traveler server or to the service being used as the remote access point using the old password. Many times these systems are set up to lock out the user account after a number of failed password attempts. Since the syncing of the BlackBerry 10 device is largely done in the background on the device, the device continues to try and log in. This can result in your account being locked out on the server.

Changing your HCL Traveler login password

When it is time to change your backend or HTTP password, follow these steps with your mobile device.
Note: If you have more than one device, follow these steps for each device but make sure that you perform step 1 on all devices before performing steps 2-4. Otherwise, you will lock yourself out on the second device.
  1. On your BlackBerry 10 device, enable airplane mode so that all WiFi and phone data connections are turned off. Select Settings > Network Connections > Airplane Mode > ON.
  2. On your computer, change your HCL Traveler login password per your password change procedures.
  3. On your BlackBerry 10 device, set the password in your HCL Traveler account to be your new HCL Traveler login password. Select Settings > Accounts. Select your account and change your password.
  4. On your BlackBerry 10 device, disable airplane mode. Select Settings > Network Connections >Airplane Mode > OFF. Re-enable WiFi if necessary.

Troubleshooting password lockout

You may forget about your device when you change your backend system password. As a result, you cannot tell that something is wrong until much later. There are different symptoms for this problem on BlackBerry 10 devices. You may get a pop-up message warning on the device that says your user ID or password is invalid or you may get a message that says the device cannot authenticate or connect to the server when you open your mail. If your company implements a password lockout policy where your account is locked out of the network after a relatively small number of failed attempts (for example, five), then it is likely that you are locked out of your account.

You can verify this using a Web browser on your computer, and opening the URL https://<server>/traveler. This URL may be slightly different depending on how your administrator has set up your HCL Traveler server. See your administrator for exact details.

Enter your HCL Traveler user ID and password when prompted. If a page tells you that your account has been locked, then follow these steps:
  1. On your BlackBerry 10 device, enable airplane mode so that all WiFi and phone data connections are turned off. Select Settings > Network Connections > Airplane Mode > ON.
  2. On your BlackBerry 10 device, set the password in your HCL Traveler account to be your new HCL Traveler login password. Be careful typing this password in, as you do not get a chance to confirm it. Select Settings > Accounts. Select your account and change your password.
  3. Contact your administrator, or use your automated services to unlock your account.
  4. On your BlackBerry 10 device, disable airplane mode. Select Settings > Network Connections > Airplane Mode > OFF. Re-enable WiFi if necessary.

Your device automatically connects to the HCL Traveler server and starts to receive mail again.

Problem reporting

All log and trace information for BlackBerry 10 devices using HCL Traveler is available on the HCL Traveler server. To report a problem from the device, use the browser on the device to log in to the HCL Traveler user home page. Select the option to report a problem, and then notify your HCL Traveler administrator.

There is an option for a file upload on this dialog, that can be used to upload screen captures, mail attachments, or any other descriptive document that might help in solving the problem. Also it is important to note that when filing the problem report, the server still collects information and alerts the administrator. So even if you have no files to attach, it is still a useful procedure to submit a problem report in this manner.