Android troubleshooting

This section contains troubleshooting tips for Android users.

IBM Traveler client

Install/Uninstall

Issue

Solution

Problems installing the IBM Traveler client.
If you encounter a problem installing IBM Traveler, check:
  • If a port number is not specified in the server name field, the installation assumes port 80 for HTTP and port 443 for HTTPS. If the server is running on a non-standard port, ensure that the port number is specified along with the server. For example, if the server is running on port 8080, the server should be specified as mytest.server.com:8080.
  • If the Traveler servlet is located in a place other than /traveler, then the servlet must be specified along with the server name. For example, if the Traveler servlet is available at mytest.server.com/s/t instead of mytest.server.com/traveler, then the server should be specified as mytest.server.com/s/t. If the servlet was located at /s/t and was on port 8080, then the server should be specified as mytest.server.com:8080/s/t. Neither the port or the servlet path are standard.
  • Manually test connectivity to the server by accessing the servlet with a browser. If you are using HTTP protocol, use the following URL: http://<server>:<httpport>/<servlet>. If you are using HTTPS protocol, then use the following URL instead: https://<server>:<httpsport>/<servlet>. If you can access that site, then you can enter the same URL into the server field.
  • Ensure that the correct Access Point is selected and has connectivity to the server. Manually test connectivity to the server by accessing the servlet with a browser using the same access point. Access the Traveler service URL for the data center that your company uses:
    • North American data center: https://traveler.notes.na.collabserv.com
    • Asia Pacific data center: https://traveler.notes.ap.collabserv.com
    • European data center: https://traveler.notes.ce.collabserv.com
  • Make sure the device is enabled to install outside applications, as described in the setup instructions.
  • The "Twilight" application, and certain applications which do an "overlay" on the Android screen, are known to interfere with the Install button of the Android application installer. This is a problem with the interfering application, not specific to IBM Traveler. Terminate or pause all other processes that might be changing the screen appearance, and the Install button should work.
  • For information on device requirements, refer to http://www.ibm.com/support/docview.wss?uid=swg27023486.

Nothing happens after configuring your Android device.

Pull down the notification bar to see the download progress.

Download progress of IBMInstaller.apk or IBMTraveler.apk is stuck at Waiting for data connection or Connecting.

The default Android browser does not support downloading from a site with a self signed SSL certificate. Connect to your server using HTTP or use a different application to download the installer.

Verifying installation
To ensure that you properly install and register the IBM Traveler Client:
  • Choose the correct APK file for your device
    • Android = IBMTraveler.apk
  • The IBM Traveler client installation checks the device for both required memory and available slots to run. If either of these resources are insufficient, the message IBM Traveler client installation has detected insufficient device resources to run this product displays. The installation log also displays an entry stating Install is checking your device resources for IBM Traveler.
The IBM Traveler client installation continues. However, if the above message is seen, you may want to close other running applications, or perform a soft reset in order to free up resources.

Verifying registration
  • Verify that the server name field does not include http://, https://, port number, or servlet.
  • Check client log for additional information.

Verifying connections
To verify your connection to the server:
  • Validate IBM Traveler server access using firewall or proxy
  • Use Check Server tool and browser to further diagnose connection issues
  • Check sync protocol.

Verifying authentication
To verify your authentication with the server:
  • Check for correct ACL access to the server
  • From a desktop browser, manually test servlet connectivity by accessing the servlet using the Traveler URL for the data center your company uses:
    • North American data center: https://traveler.notes.na.collabserv.com
    • Asia Pacific data center: https://traveler.notes.ap.collabserv.com
    • European data center: https://traveler.notes.ce.collabserv.com
  • From a device browser, manually test servlet connectivity by accessing the servlet using the following URL: https://traveler.notes.na.collabserv.com or https://traveler.notes.ap.collabserv.com, depending on your datacenter.
    Note: If an error status is displayed on the browser page, contact your company administrator(s) for assistance.
  • Check for firewalls that may block access to the server
Note: Your administrator may also require the use of an application password which you will need to generate through the My Account Settings page in the service. After you generate the password, you can use it to log onto the service from your mobile device. For more information, refer to Managing application passwords and this article.

Verifying configuration
To verify your configuration with the server:
  • Check server ports
  • Check sync protocol, for example HTTP or HTTPS.
  • Check the AutoSync flag

Verifying contention
To check other issues between the device and the server:
  • Verify that other applications are not starving the Traveler process; shut down non-critical applications.
  • Verify that the device is not low on power; plug the device in and shut down non-critical applications.
  • Verify that the device is not running out of storage; adjust the Mail/Calendar and Other Applications filters.
  • Verify that the device can connect to the internet.

Verifying security

Security policies are an option that is enabled by the IBM Traveler administrator. To verify that a device is compliant with a mobile device security policy, see How do I view the security status of my Android device?.

Uninstall not successful when attempting to remove IBM Traveler.

If you receive this message, you are trying to remove IBM Traveler using the Android Application manager. You cannot uninstall an application that has an active Android Device Administrator. To properly uninstall IBM Traveler, open the IBM® Traveler client and choose Menu > Tools > Uninstall application. This completely removes IBM Traveler and all associated data that has been synced.

If you must remove IBM Traveler from the Android manage applications menu, then you must first deactivate the IBM Traveler Security administrator. From the home screen choose Menu > Settings> Location & Security > Select device administrators. Unselect IBM® Traveler Security. The application can now be removed normally.

Client status

Issue

Solution

Status icons

AutoSync off status icon AutoSync off; status nominal.

AutoSync on status icon AutoSync on; status nominal.

Syncing status icon Syncing with the server.

Cannot reach server status icon Cannot reach the server.

Battery is too low for AutoSync status icon Battery is too low for AutoSync.

No connectivity status icon No device connectivity.

General error message status icon General error message.

Security error message status icon Device security problem, autosync and sync are disabled.

Flight mode status icon Device is in flight mode so autosync and sync are disabled.
Mail/Calendar

Issue

Solution

Duplicate mail or PIM data may appear on the device, but not on the server
Perform a replace data operation using the IBM Traveler client to resolve this issue. Follow these steps:
  1. Go to the IBM® Traveler main menu
  2. Go to Tools -> Replace data
  3. Select applications with duplicate data and select Replace
The data on the client is replaced with a copy of the server data.

Mail and calendar data is missing from the device after external storage card has been erased.
If IBM Traveler has been configured to store data on the external storage card, then this could occur if the folders that contain this data are erased. To resolve this issue, perform a replace data operation using the IBM Traveler client:
  1. Go to the IBM® Traveler main menu.
  2. Select Tools > Replace data.
  3. Choose the applications with duplicate data and then select Replace.

The data on the client will be restored with a copy of the server data.