Windows™ Phone troubleshooting

Troubleshooting syncing and connection problems

If you are experiencing sync problems on your Windows™ Phone device, first determine if the HCL Traveler server is running and that your device can open a data connection to the server. 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 get 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(s) 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 forget to do this, 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 Windows™ Phone 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.

1. On your Windows™ Phone device, enable airplane mode so that all WiFi and phone data connections are turned off. Select Settings > Airplane Mode > ON.
2. On your computer, change your HCL Traveler login password per your password change procedures.
3. On your Windows™ Phone device, set the password in your HCL Traveler account to be your new HCL Traveler login password. Be careful typing this password, as you do not get a chance to confirm it. Select Settings > email + accounts. Select your account and change your password.
4. On your Windows™ Phone device, disable airplane mode. Select Settings > 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 Windows™ Phone 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 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 by opening a Web browser on your computer and connecting to 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 Windows™ Phone device, enable airplane mode so that all WiFi and phone data connections are turned off. Select Settings > Airplane Mode > ON.
2. On your Windows™ Phone 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 > email + accounts. Select your account and change your password.
3. Contact your administrator, or use your automated services to unlock your account.
4. On your Windows™ Phone device, disable airplane mode. Select Settings > 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 Windows™ Phone 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.

While there is an option for a file upload on this dialog, you cannot actually upload a file using a Windows™ Phone device. This ability is intended for PC or other device type users to upload screen captures, mail attachments, or any other descriptive document that might help in solving their problem. However, it is important to note that when filing the problem report the server still collects information and alerts the administrator. As a result, even though Windows™ Phone users cannot attach files it is still a useful procedure to submit a problem report in this manner.

Error messages for HCL Traveler and Windows™ Phone devices