Apple troubleshooting
This section contains troubleshooting tips for Apple device users.
For information on known bugs and other limitations related to Apple iOS, as well as how they may impact IBM Traveler, refer to this article.
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. If you are having authentication problems, refer to Managing application passwords to verify you are using this feature correctly.
Troubleshooting syncing and connection problems
If you are experiencing sync problems on your Apple device, first determine if the IBM Traveler server is running and that your device can open a data connection to the server. Using the Safari 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 IBM Traveler server. See your administrator for exact details.) If your device successfully connects to the IBM Traveler server, you are prompted for your user ID and password. A web page displays the user status.
- 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
If you cannot connect to this page or get another error message, then either the IBM 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 cannot connect to this page or get another error message, check the Safari browser settings to ensure that cookie support is enabled. If cookies are enabled, try accessing the Traveler home page URL using a PC browser. If the PC browser is able to connect, check the status of the devices. If the device status is OK, but the device is still not able to connect, try turning the device off and back on. In some cases, it may be necessary to perform a hard reset of the device.
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 IBM Traveler, the IBM 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.
Bookmark this page and add it to your Apple device home screen so that you can easily access this page again later.
Password lockout
Changing your IBM Traveler login password
When it is time to change your backend or HTTP password, follow these steps with your mobile device.
- On your Apple device, enable airplane mode so that all WiFi and phone data connections are turned off. Select .
- On your computer, change your IBM Traveler login password per your password change procedures.
- On your Apple device, set the password in your IBM Traveler account to be your new IBM Traveler login password. Be careful typing this passsword in, as you do not get a chance to confirm it. Select Settings > Mail, Contacts, Calendars > IBM Traveler > Account Info > Password, and make the change.
- On your Apple device, disable airplane mode. Select . 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 Apple 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 IBM Traveler server. See your administrator for exact details). Enter your IBM Traveler user ID and password when prompted. If a page tells you that your account has been locked, then follow these steps:
- 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
- On your Apple device, enable airplane mode so that all WiFi and phone data connections are turned off. Select .
- On your Apple device, set the password in your IBM Traveler account to be your new IBM Traveler login password. Be careful typing this password in, as you do not get a chance to confirm it. Select Settings > Mail, Contacts, Calendars > IBM Traveler > Account Info > Password, and then make the change.
- Contact your administrator, or use your automated services to unlock your account.
- On your Apple device, disable airplane mode. Select . Re-enable WiFi if necessary.
Your device automatically connects to the IBM Traveler server and starts to receive mail again.
Troubleshooting Push
If your IBM Traveler administrator is required to reset your account on the IBM Traveler server, then all mail, calendar, and contacts automatically resync with the Apple device. However, if you notice that mail is syncing with the device only when you open a mail folder, then turn push off and on again. Do this by selecting Push to OFF and then setting it back to ON again.
, settingProblem reporting
All log and trace information for Apple devices using IBM Traveler is available on the IBM Traveler server. To report a problem from the device, use the browser on the device to log in to the IBM Traveler user home page. Select the option to report a problem, and then notify your IBM Traveler administrator.
While there is an option for a file upload on this dialog, you cannot actually upload a file using an Apple 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 Apple users cannot attach files it is still a useful procedure to submit a problem report in this manner.
Error messages for IBM Traveler and Apple devices
Application/Function | Error message | Cause |
---|---|---|
Manual Account Setup | New Passcode Required The
account Close/Continue |
The device passcode is either not enabled or is enabled but insufficient to satisfy the security policy. |
Profile Installation | Install Profile IMPORTANT:
The authenticity of Install Now/Cancel |
Traveler dynamically generates the Apple Profile, which includes user and server-specific information. As such, it is unsigned. As it always is unsigned, choose Install Now. |
Profile Installation | User name or Password are incorrect Without them, no information is downloaded when the installation finishes. Try Again/Ignore |
An HTTP 401 response received for invalid user and/or password. |
Profile Installation | An error occurred while contacting server Without verifying the account, no information is downloaded when the installation finishes. OK |
Possible causes:
|
Profile Installation | An error occurred while contacting server Error Domain=DAErrorDomain Code=0 Operation could not be completed. (DAErrorDomain error 0.) OK |
Possible causes:
|
Profile Installation | An error occurred while contacting server Domain=kCFErrorDomainCFNetwork Code=303 UserInfo=0x4220400 Operation could not be completed. (kCFErrorDomainCFNetwork error 303.) OK |
The HTTP OPTIONS response was an HTTP 500 (Internal error). |
Profile Installation | Could not connect Connection
to the server for account Cancel/Ignore |
The HTTP OPTIONS response was an HTTP 449 (Provision required) |
Profile Installation | Could not contact server <server name> is not responding. The account information cannot be verified to ensure a correct installation. Try Again/Ignore |
The HTTP OPTIONS response was not received (within 30 seconds). |
Profile Installation | Policy Requirement The
account OK |
The device encryption requirement is enabled in the Traveler default settings or a policy, and the device does not support encryption. |
Profile Installation Manual Account Setup Sync | Unable to Verify Certificate The
certificate from Accept/Cancel |
HTTP server is using a self-signed or not trusted signed SSL certificate for HTTPS. |
Safari | Accept Website Certificate The certificate for this website is invalid. Tap Accept to connect to this website anyway. Accept/Cancel |
HTTP server is using a self-signed or not trusted signed SSL certificate for HTTPS. |
Sync | Password Incorrect Enter
the password for Cancel/OK |
HTTP 401 response received. Possible causes:
|
Sync - Mail | Cannot Get Mail The connection to the server failed. OK |
A connection could not be established with the server. If the connection is established but the device times out waiting for a response, no message is shown and the request is retried. |
Sync - Mail | Cannot Send Mail Check the settings for the outgoing servers in Settings > Mail, Contacts, and Calendars. OK |
A connection could not be established with the server to send a message, or there is a problem with the email address as specified. |
Sync - Mail | Unable to Move Message The message could not be moved to the mailbox Trash. OK |
A connection could not be established with the server to delete a message. Message deletion is performed as a move to Trash. |
Sync - Mail | Unable to Move Message The message could not be moved to the mailbox <folder name>. OK |
A connection could not be established with the server to move a message to another folder. |