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 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.

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

The password policy of your company may require that you change your IBM 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 IBM Traveler service. If you forget to do this, then often the mobile device continues to connect to IBM 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 Apple iOS 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.

Note: For Traveler on SmartCloud, the number of failed attempts before a lockout is ten.

Changing your IBM 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 of the devices before performing steps 2-4. Otherwise, you lock yourself out on the second device.

On your Apple device, enable airplane mode so that all WiFi and phone data connections are turned off. Select Settings > Airplane Mode > ON.
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 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 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:

You can verify this by opening a Web browser on your computer and connecting to the 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

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:

On your Apple device, enable airplane mode so that all WiFi and phone data connections are turned off. Select Settings > Airplane Mode > ON.
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 Settings > Airplane Mode > OFF. 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 Settings > Mail, Contacts, Calendar > Fetch New Data, setting Push to OFF and then setting it back to ON again.

Problem 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

The following table contains a list of known error messages you might encounter while using Traveler with an Apple device. Each message contains the application associated with the message, and the likely cause.

Table 1. Apple device error messages
Application/Function	Error message	Cause
Manual Account Setup	New Passcode Required The account `<account name>` starts receiving new data again when a new Passcode has been set. Press Continue to change your Passcode now. 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 `<account name>` cannot be verified. Installing this profile changes the settings on your Apple iOS device. 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: A connection with the server for an HTTP OPTIONS request could not be made (server is down). The HTTP OPTIONS method is not allowed. You can only disable OPTIONS from the Internet Site Documents. Change the Internet Site Document to allow OPTIONS.
Profile Installation	An error occurred while contacting server `Error Domain=DAErrorDomain Code=0 Operation could not be completed. (DAErrorDomain error 0.)` OK	Possible causes: The HTTP OPTIONS response has non-OPTIONS data in it. Often, this is caused by a proxy not allowing the OPTIONS request to flow all the way to Traveler. Instead, it returns a different web page (normally a login form) instead. The Host in the Apple profile has a server name or address that cannot be resolved. Make sure that the address in the resulting profile is accessible from the device's network.
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 `<account name>` could not be established. This may be due to an authentication error. 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 `<account name>` requires encryption which is not supported on this Apple iOS device. 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 `<server name>` for account `<account name>` could not be verified. 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 `<account name>` Password Cancel/OK	HTTP 401 response received. Possible causes: The user and password were not successfully verified during Profile Installation or Manual Account Setup. The password has changed on the HTTP server and must be updated.
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.