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Novell GROUPWISE 7 - TROUBLESHOOTING 2 Troubleshooting Manual

Solutions to common problems
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GroupWise 7 Troubleshooting 2: Solutions to Common Problems
Novell
GroupWise
7
J u n e 1 5 , 2 0 0 6
®
T R O U B L E S H O O T I N G : 2 S O L U T I O N S
T O C O M M O N P R O B L E M S
w w w . n o v e l l . c o m

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Summary of Contents for Novell GROUPWISE 7 - TROUBLESHOOTING 2

  • Page 1 GroupWise 7 Troubleshooting 2: Solutions to Common Problems Novell ® GroupWise w w w . n o v e l l . c o m T R O U B L E S H O O T I N G : 2 S O L U T I O N S...
  • Page 2 Further, Novell, Inc. reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to notify any person or entity of such changes.
  • Page 3 Novell Trademarks For Novell trademarks, see the Novell Trademark and Service Mark list (http://www.novell.com/company/legal/ trademarks/tmlist.html). Third-Party Materials All third-party trademarks are the property of their respective owners.

  • Page 5: Table Of Contents

    Contents About This Guide Part I General Troubleshooting Strategies 1 General GroupWise Troubleshooting Strategies 2 General Hardware/Network Troubleshooting Strategies 3 Useful Linux Commands for Administering a GroupWise System Basic Commands............17 File and Directory Commands .
  • Page 6 13 GroupWise Administrator Snap-In to ConsoleOne Problems 14 Document Management Services Problems Part V Strategies for Client Problems 15 GroupWise Client Problems 16 GroupWise Remote Problems A Documentation Updates June 15, 2006............. 107 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 7: About This Guide

    We want to hear your comments and suggestions about this manual and the other documentation included with this product. Please use the User Comment feature at the bottom of each page of the online documentation, or go to www.novell.com/documentation/feedback.html and enter your comments there.
  • Page 8 • GroupWise Client User Guides • GroupWise Client Frequently Asked Questions (FAQ) Documentation Conventions In Novell documentation, a greater-than symbol (>) is used to separate actions within a step and items in a cross-reference path. ® A trademark symbol ( , etc.) denotes a Novell trademark.

  • Page 9: Part I General Troubleshooting Strategies

    Chapter 3, “Useful Linux Commands for Administering a GroupWise System,” on page 17 Other sources of assistance include: ® • Novell Support (http://support.novell.com) • Novell Support Knowledgebase (http://support.novell.com/search/kb_index.jsp) • GroupWise 7 Support Forums (http://support.novell.com/forums/2gw.html) • Novell GroupWise Support Community (http://support.novell.com/products/groupwise) • GroupWise Cool Solutions (http://www.novell.com/coolsolutions/gwmag/index.html) General Troubleshooting Strategies...
  • Page 10 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 11: General Groupwise Troubleshooting Strategies

    General GroupWise Troubleshooting Strategies • “Checking GroupWise Agent Log Files” on page 11 • “Assigning a GroupWise Administrator” on page 11 • “Checking IP Addresses and Port Numbers for TCP/IP Links” on page 11 • “Recovering and Rebuilding Domain and Post Office Databases” on page 12 •...
  • Page 12 Action: Make sure the GroupWise name server is running so that IP addresses and port numbers can be looked up automatically. See the “Simplifying Client/Server Access with a GroupWise Name Server” in “Post Office Agent” in the GroupWise 7 Administration Guide.
  • Page 13 Action: Check links to post offices. See “Understanding Link Configuration” in “Domains” in the GroupWise 7 Administration Guide. Possible Cause: Incorrect object information can cause message delivery problems. Action: Check Domain and Post Office object properties. See the following sections in GroupWise 7 Administration Guide: •...
  • Page 14 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 15: General Hardware/Network Troubleshooting Strategies

    General Hardware/Network Troubleshooting Strategies • “Checking Available System Resources” on page 15 • “Checking Available Disk Space” on page 15 Checking Available System Resources ® Problem: The GroupWise agents cannot perform well when inadequate system resources are available. Action: Make sure the servers where agents run meet basic system requirements. See “GroupWise System Requirements”...
  • Page 16 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 17: Useful Linux Commands For Administering A Groupwise System

    Useful Linux Commands for Administering a GroupWise System ® Some GroupWise administrators might be new to the Linux operating system. This section lists Linux commands that can help you manage your GroupWise system on Linux. • Section 3.1, “Basic Commands,” on page 17 •...

  • Page 18: Process Commands

    Command Description less filename Pages through the contents of a file and lets you page back up through the file. tail filename Displays the last 10 lines of a file. This is helpful for log files. (The head commands displays the first 10 lines.) cp source destination Copies a file or directory.

  • Page 19: Package Commands

    3.5 Package Commands The following package commands are available in GroupWise: Command Description ® rpm -qa | grep novell Lists all Novell packages installed on your server rpm -qi package_name Lists useful information about an installed package, such as name, version, release date, install date, size description, build date, and so on.
  • Page 20 Command Description ifconfig -a Lists the IP address and other detailed information about the NIC in your Linux server. hostname Displays the hostname of your server. Displays host information about your server netstat -lnp | grep program Lists the port numbers in use by one or more programs. It netstat -lnp | egrep ‘program|program|...' is also a handy command for checking to see whether the specified programs are currently running.

  • Page 21: Part Ii Strategies For Agent Problems

    Chapter 8, “Monitor Agent Problems,” on page 61 Other sources of assistance include: ® • Novell Support (http://support.novell.com) • Novell Support Knowledgebase (http://support.novell.com/search/kb_index.jsp) ® • GroupWise 7 Support Forums (http://support.novell.com/forums/2gw.html) • Novell GroupWise Support Community (http://support.novell.com/products/groupwise) • GroupWise Cool Solutions (http://www.novell.com/coolsolutions/gwmag/index.html) Strategies for Agent Problems...
  • Page 22 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 23: Post Office Agent Problems

    Post Office Agent Problems For a list of error messages related to the Post Office Agent, see “Post Office Agent Error Messages” GroupWise 7 Troubleshooting 1: Error Messages. This section suggests ways to fix the following problems: • “POA Won’t Start” on page 23 •...
  • Page 24 ® username and password in ConsoleOne , on the Post Office Settings page of the Post Office object. • If you are using the Linux POA, you must mount the file system where the post office is located to the server where the POA is running. •...
  • Page 25 run in that language. To determine what language-specific files are required, “Agent Installation Directories” in GroupWise 7 Troubleshooting 3: Message Flow and Directory Structure. Possible Cause: A POA is already running on the server. Action: If you have defined multiple POAs for the same post office in ConsoleOne, the /name switch is required in each startup file to specify which POA configuration to use when you start each instance of the POA.
  • Page 26 Possible Cause: Occasionally, a damaged database in the post office can cause the POA to shut down. Action: In ConsoleOne, perform maintenance to correct any problems with the databases in the post office. See “Maintaining Domain and Post Office Databases” and “Maintaining User/Resource and Message Databases”...
  • Page 27 be addressed to 10 users; perhaps 9 users received the message successfully but 1 user was undeliverable. Possible Cause: If messages cannot be delivered to a particular user, that user might have a damaged user database (userxxx.db). Action: In ConsoleOne, perform maintenance to correct any problems with the user database so messages can be delivered.
  • Page 28 TCP/IP connection failure (8908) TCP/IP disconnected (890F) TCP/IP read timeout (8912) Action: See also “POA Fails to Respond to MTP Configuration Changes in ConsoleOne” on page POA Starts Unwanted TCP/IP Thread Problem: Even though you have started the POA using the /notcpip startup switch or disabled the Enable TCP/IP option in the POA Agent Settings page in ConsoleOne, the POA still starts a TCP/IP thread.
  • Page 29 After communication between the POA and MTA is re-established, make the configuration changes again. Wait for the configuration changes to be replicated to the post office database (wphost.db), then start the POA in its new location. Action: Stop the POA, then start the POA using the /mtpinipaddr /mtpinport switches to specify the new IP address and port the POA should use for...
  • Page 30 3 At the POA console, recover the post office database. See “Recovering the Post Office Database Automatically or Immediately” in “Post Office Agent” in the GroupWise 7 Administration Guide. When the recovery process is finished, the database version should be updated.
  • Page 31 Action: Run DSREPAIR. Post Office Agent Problems...
  • Page 32 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 33: Message Transfer Agent Problems

    Message Transfer Agent Problems For a list of error messages related to the Message Transfer Agent, see “Message Transfer Agent Error Messages” in GroupWise 7 Troubleshooting 1: Error Messages. This section suggests ways to fix the following problems: • “MTA Won’t Start” on page 33 •...
  • Page 34 Possible Cause: The /work switch points to an unavailable location. Although not required, the /work startup switch is useful to specify a local working directory for the MTA when the domain it services is located on a different server. Using the /work switch to provide a local working directory on the server where it is installed is highly recommended for MTA performance.
  • Page 35 MTA Shuts Down Unexpectedly Problem: The MTA has been running smoothly, but stops unexpectedly. Action: If the MTA agent console is still displayed, exit it. If the normal exit procedure does not work, use the system procedure for terminating a program. •...
  • Page 36 MTA to shut down, you might be able to disable that particular function with a startup switch. See “Using MTA Startup Switches” in “Message Transfer Agent” in the GroupWise 7 Administration Guide. Possible Cause: Another program on the server is interfering with the operation of the MTA. Action: If the MTA continues to be unstable, eliminate other programs running on the server.
  • Page 37 other changes prevented the replication from happening at all. Rebuild the location database (wpdomain.db or wphost.db). See “Rebuilding Domain or Post Office Databases” in “Databases” in the GroupWise 7 Administration Guide. This ensures that the reconfiguration changes are replicated to the location. Then restart the agent for the location. Possible Cause: The MTA server has insufficient memory.
  • Page 38 MTA Fails to Update the Domain Database Version Problem: You are updating the MTA software in a secondary domain and the MTA fails to update the database version for the domain. You might see conflicting database version information depending on whether you are connected to the secondary domain or the primary domain.
  • Page 39 MTA Starts in the Wrong Language Problem: You have installed the MTA in more than one language and it is starting in a different language than you want. Action: Start the MTA using the /language switch to specify the language. MTA Is Involved with Network Operating System or Hardware Problems Problem: The MTA is interacting with the network operating system or hardware in an undesirable way.
  • Page 40 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 41: Internet Agent Problems

    Internet Agent Problems This section suggests ways to fix the following problems: • “No Relay Host Connectivity from the Target Server” on page 41 • “No Internet Connectivity from the Target Server” on page 43 • “Target Server Could Not Perform DNS Resolution” on page 45 •...
  • Page 42 2 In the Internetworking Configuration box, select Protocols > TCP/IP. 3 Select Enabled. 4 Exit INETCFG. 5 Restart the server. ® Refer to the NetWare documentation at the Novell Documentation Web site (http://www.novell.com/documentation) for more information about configuring TCP/IP on NetWare. Action: On a Windows server: NOTE: Steps may vary, depending on your version of Windows.
  • Page 43 8 Press Esc until prompted to exit INETCFG. 9 Select Yes, then press Enter. 10 Restart the server to put the new default router into effect. Refer to the NetWare documentation at the Novell Documentation Web site (http://www.novell.com/documentation) for more information about using INETCFG.
  • Page 44 4 Exit INETCFG. 5 Restart the server. Refer to the NetWare documentation at the Novell Documentation Web site (http://www.novell.com/documentation) for more information about configuring TCP/IP on NetWare. Action: On a Windows server: NOTE: Steps may vary, depending on your version of Windows.
  • Page 45 8 Press Esc until prompted to exit INETCFG. 9 Select Yes, then press Enter. 10 Restart the server to put the new default router into effect. Refer to the NetWare documentation at the Novell Documentation Web site (http://www.novell.com/documentation) for more information about using INETCFG.
  • Page 46 2 In the Internetworking Configuration box, select Protocols > TCP/IP. 3 Select Enabled. 4 Exit INETCFG. 5 Restart the server. Refer to the NetWare documentation at the Novell Documentation Web site (http://www.novell.com/documentation) for more information about configuring TCP/IP on NetWare. Action: On a Windows server: NOTE: Steps may vary, depending on your version of Windows.
  • Page 47 , browse to and right-click the GWIA object, then click Properties. Click GroupWise > Identification. In the Foreign ID field, provide the Internet host name of your company (for example, Novell.com). Possible Cause: The host name you provided has not been registered and published by your ISP.
  • Page 48 3 Fill in the Host Name and Domain fields. 4 Click OK to save any changes you have made. Refer to your Windows documentation for more information about setting up DNS on Windows. RFC Compliance: Specify a Postmaster Problem: During installation, you did not specify a postmaster for the Internet Agent to send error notifications to.
  • Page 49 Unless the number of MX Lookup Errors is very significant, do not be concerned by these messages. If the number of messages is very significant, you might want to check the DNS to make sure the tables are not corrupted. If you’re using a remote DNS, you might consider setting up a local DNS server.
  • Page 50 Action: Check the statistics from the Internet Agent console. If any of the fields, such as TCP/IP Read or Write Errors or MX Lookup Errors, have a very significant number, you might want to contact your Internet service provider. See “SMTP Statistics”...
  • Page 51 appropriate directory queues starting with the newest file to the oldest. This approach assumes the oldest file caused the lock and allows the Internet Agent to process the messages that got backed up before dealing with the bad file. Delete the bad file when you find it. Because the file is encrypted, there is no way to determine who sent the message.
  • Page 52 Internet Agent Doesn’t Send Outgoing Mail Problem: The Internet Agent seems to receive and process messages, but never sends them. Action: If you are using an external domain to simplify addressing for your users, make sure the external domain type is set to Non-GroupWise Domain, not External Domain.
  • Page 53 Possible Cause: Allow Message Relaying has been turned off. Action: Make sure Allow Message Relaying is turned on. In ConsoleOne, browse to and select the Domain object where the Internet Agent is installed. Right-click the Internet Agent object, then click Properties. Click Access Control > SMTP Relay, select Allow Message Relaying, then click OK.
  • Page 54 IMAP4 Client Users Can’t Access Mail through the Internet Agent Problem: Users are unable to access GroupWise mail using IMAP4 from a browser because they are unable to log in. Action: The user has Server Supports Encrypted Connections (SSL) turned on. In the user’s browser, check the setting for Server Supports Encrypted Connections (SSL).
  • Page 55 Action: Make sure the Message Transfer Agent is running and transferring messages. “Monitoring the MTA” in “Message Transfer Agent” in the GroupWise 7 Administration Guide. Action: Make sure the Message Transfer Agent is correctly configured in ConsoleOne. “Configuring the MTA” in “Message Transfer Agent”...
  • Page 56 Action: Make sure the named Internet Agent program is running on the nameserver server. Possible Cause: Outbound ports are disabled. TCP/IP can use port 1024 through 2099 or some other range of outbound ports for sending. Action: Check with your Internet service provider for the outbound ports it uses. The Internet Agent Experiences a Problem with Rules Causing Looping Problem: An infinite message loop can occur when a user has turned on a rule automatically replying to messages.

  • Page 57: Webaccess Agent Problems

    GroupWise 7 Administration Guide. ® If you are running the GroupWise WebAccess CGI Extension on a Novell Web server, make sure the srm.cfg file (in the web\config directory, where web is the Web server’s root directory) includes the following line: loadablemodule /cgi-bin/gw7/gwweb.exe...
  • Page 58 User is Logged Out of GroupWise WebAccess Explanation: A GroupWise WebAccess user is automatically logged out of GroupWise WebAccess after a period of time. Action: Each user has a timeout period after which he or she is logged out if he or she has not used GroupWise WebAccess.
  • Page 59 Explanation: WebAccess users are unable to spell check their messages. Action: Spell checking capabilities are not automatically set up when WebAccess is installed. For setup instructions, see “Configuring the Novell Speller Application” in “WebAccess” in the GroupWise 7 Administration Guide.
  • Page 60 Action: Create a link directly to the WebAccess login page from some other page convenient to users. Messages Viewed through WebAccess Client Could Be Viewed through Browser’s Cache Explanation: Some users might consider it a security breach that messages originally viewed through the WebAccess client could be viewed later through their browser’s cache.

  • Page 61: Monitor Agent Problems

    Monitor Agent Problems This section suggests ways to fix the following problem: • “Monitor Agent Won’t Start” on page 61 Monitor Agent Won’t Start Problem: The Monitor Agent does not start. Possible Cause: The /home switch is missing. Action: Make sure the /home startup switch provides the correct path to the domain directory where the domain database (wpdomain.db) resides.
  • Page 62 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 63: Part Iii Strategies For Message Delivery Problems

    Chapter 12, “Message Is Dropped in the problem Directory,” on page 85 Other sources of assistance include: ® • Novell Support (http://support.novell.com) • Novell Support Knowledgebase (http://support.novell.com/search/kb_index.jsp) • GroupWise 7 Support Forums (http://support.novell.com/forums/2gw.html) • Novell GroupWise Support Community (http://support.novell.com/products/groupwise) • GroupWise Cool Solutions (http://www.novell.com/coolsolutions/gwmag/index.html) Strategies for Message Delivery Problems...
  • Page 64 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 65: Message Does Not Arrive

    Action: If you are having problems with direct access using GroupWise 7, see the GroupWise 5.5 Troubleshooting 2: Solutions to Common Problems (http:// www.novell.com/documentation/lg/gw55/index.html). Message Does Not Arrive between Post Offices Problem: A message from a user in Post Office A is not being delivered to a user in Post Office B in the same domain.
  • Page 66 Has a new message file appeared in the post_office\wpcsin\6 directory? The GroupWise client was unable to create the message file. The user might not have sufficient rights to the directory if using direct access mode. Correct the problem, then repeat the test. The sender can successfully send messages.
  • Page 67 Guide. Then repeat the test. 13 If the message flow problem has not been resolved by following the ® above troubleshooting steps, see Novell Support (http:// support.novell.com). Problem between Post Offices for Multiple Users 1 Stop the MTA for the domain.
  • Page 68 Has a new message file appeared in the post_office\wpcsout\ofs\6 directory? “Problem with Access to Post Office B” on page The MTA has successfully transferred the file to the POA in the recipient’s post office. Continue below. 7 Restart the POA for Post Office B. Observe the POA agent console for any sign of problems.
  • Page 69 9 If these troubleshooting steps have not enabled the MTA to write the file into the post_office\wpcsout\ofs\6 directory in the recipient’s post office, see Novell Support (http://support.novell.com). Message Does Not Arrive between Domains Problem: A message from a user in Domain A is not being delivered to a user in Domain Action: Review the stages of message flow between domains.
  • Page 70 Problem with an Individual User in Either Domain 1 Stop the MTA for Domain A. 2 Have the user in Domain A send a low priority test message to a recipient in Domain B. (It’s a good idea to test message flow using a low priority message because the low priority message queue is typically empty.) 3 Check the directory in the sender’s post...
  • Page 71 Guide. Then repeat the test. 13 If the message flow problem has not been resolved by following the above troubleshooting steps, see Novell Support (http:// support.novell.com). Problem between Domains for Multiple Users 1 Stop the MTA for Domain A. 2 Have the user in Domain A send a low priority test message. (It’s a good idea to test message flow using a low priority message because the low priority message queue is typically empty.)
  • Page 72 5 Restart the MTA for Domain A. Observe the MTA agent console for any sign of problems. 6 Check the directory in Domain B. domain\wpcsin\6 Has a new message file appeared in the domain\wpcsin\6 directory? “Problem with Access to Domain B” on page The file has successfully transferred to Domain B.
  • Page 73 Continue below. 9 If these troubleshooting steps have not enabled the Domain A MTA to write the file into the domain\wpcsin\6 directory in Domain B, see Novell Support (http://support.novell.com). Problem with Access to the Post Office in Domain B 1 Start ConsoleOne with read/write rights to the post office.
  • Page 74 9 If these troubleshooting steps have not enabled the Domain B MTA to write the file into the post_office\wpcsout\ofs\6 directory in the recipient’s post office, see Novell Support (http://support.novell.com). Message Does Not Arrive Across the Internet Problem: A message is not successfully delivered between a GroupWise user and an e- mail user somewhere on the Internet.
  • Page 75 Action: Review the stages of message flow performed by the Internet to send and receive messages across the Internet. See “Message Delivery to and from the Internet” in “Message Flow Diagrams” in GroupWise 7 Troubleshooting 3: Message Flow and Directory Structure.
  • Page 76 While the Internet Agent is delivering a message, it builds a file in the directory. As soon as it delivers the domain\wpgate\gwia\result entire message, check the result directory. If the file does not exist in the result directory, then the Internet Agent is not working.

  • Page 77: Message Delivery Is Slow

    Message Delivery Is Slow Select the configuration where message flow is slow: • “Message Delivery Is Slow in the Local Post Office” on page 77 • “Message Delivery Is Slow between Post Offices” on page 77 • “Message Delivery Is Slow between Domains” on page 78 Message Delivery Is Slow in the Local Post Office ®...
  • Page 78 Resolve problems in local post offices first before troubleshooting problems between post offices. Possible Cause: The MTA has been installed on a server with insufficient system resources. Action: Check the utilization and memory on the server where the MTA is running to see if other programs are taking more resources than usual.
  • Page 79 domains. Make sure the server still meets the system requirements for running the MTA. See “Agent System Requirements” in “Installing GroupWise Agents” in the “GroupWise 7 Installation Guide”. Possible Cause: The MTA is not configured optimally. Action: Go to the server where the MTA is running. Check the MTA agent console to see how busy the MTA is.
  • Page 80 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 81: Message Has Undeliverable Status

    Message Has Undeliverable Status Select the configuration where undeliverable messages are occurring: • “Message Has Undeliverable Status in the Local Post Office” on page 81 • “Message Has Undeliverable Status between Post Offices” on page 81 • “Message Has Undeliverable Status between Domains” on page 82 Message Has Undeliverable Status in the Local Post Office Problem: A user sends a message to another user in the same post office, and the message comes back with a status of Undeliverable.
  • Page 82 Action: Have the sender select the recipient in the GroupWise Address Book so the address is provided automatically, then resend the message. Possible Cause: If the sender is selecting a group from the GroupWise Address Book, rather than an individual recipient, the group could be out of date if the recipient’s user ID or post office has changed.
  • Page 83 Possible Cause: The sender is mailing to a user in an external GroupWise system and has an incorrect address. Action: Have the sender verify the address with the recipient, then send the message again. Possible Cause: If the recipient is a new user, the sender might have sent the message before the recipient was actually created in the post office.
  • Page 84 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 85: Message Is Dropped In The Problem Directory

    Action: If your GroupWise system reports a large number of problem messages, you ® should determine what is causing the damage. See Novell Support (http:// support.novell.com). Message Is Dropped in the problem Directory in the Domain Problem: In the Statistics box in an agent console, you notice that some problem messages or message errors have been encountered.
  • Page 86 Action: None. This should happen very rarely. Action: If your GroupWise system reports a large number of problem messages, you should determine what is causing the damage. See Novell Support (http:// support.novell.com). GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 87: Part Iv Strategies For Administration Problems

    Chapter 14, “Document Management Services Problems,” on page 93 Other sources of assistance include: ® • Novell Support (http://support.novell.com) • Novell Support Knowledgebase (http://support.novell.com/search/kb_index.jsp) • GroupWise 7 Support Forums (http://support.novell.com/forums/2gw.html) • Novell GroupWise Support Community (http://support.novell.com/products/groupwise) • GroupWise Cool Solutions (http://www.novell.com/coolsolutions/gwmag/index.html) Strategies for Administration Problems...
  • Page 88 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 89: Groupwise Administrator Snap-In To Consoleone Problems

    GroupWise Administrator Snap-In to ConsoleOne Problems This section suggests ways to fix the following problems: • “ConsoleOne Can’t Access the Domain Database” on page 89 • “You Aren’t Connected to the Right GroupWise Domain” on page 90 • “You Can’t Create or Delete GroupWise Objects” on page 90 •...
  • Page 90 You Aren’t Connected to the Right GroupWise Domain ® Problem: You are attempting to modify a GroupWise object in ConsoleOne. A message informs you that you cannot perform the action because you are not connected to the correct GroupWise domain. Action: Connect to the correct GroupWise domain.
  • Page 91 Guide. Next, select the secondary domain in the eDirectory tree, then rebuild it. See “Rebuilding Domain or Post Office Databases” in “Databases” in the GroupWise 7 Administration Guide. Addressing Rules Aren’t Working Problem: You created an addressing rule; however, it isn’t working for users in the GroupWise client.
  • Page 92 Objects Aren’t Linking to GroupWise Objects Problem: In ConsoleOne, eDirectory objects are not linking successfully to GroupWise objects. ® Action: Record the conditions under which you encountered the problem. See Novell Support (http://support.novell.com). GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 93: Document Management Services Problems

    Document Management Services Problems This section suggests ways to fix the following problems: • “Documents Are Not Listed in User’s Folder” on page 93 • “User Can’t Exit GroupWise Because a Document Isn’t Closed” on page 93 • “GroupWise Can’t Monitor a Non-Integrated Application” on page 93 •...
  • Page 94 and Excel 7.0, are integrated through application macros. If an integrated application is not set up correctly, it is handled as a non-integrated application. Normally, Setup detects if an application is installed and then allows the user to choose whether or not to have integrations installed for that application. If the application setup didn’t run correctly, the GroupWise client might not detect that the integration installed.
  • Page 95 Administrator Wants to Remove Integrations Permanently Problem: The administrator wants to permanently turn off one or more application integrations so the GroupWise Windows client no longer performs document management functions. Action: Have users rerun GroupWise client Setup and deselect integrated applications so they are no longer integrated when the client software is updated.
  • Page 96 dualexe=wpwin61.exe. You would need to consult the application documentation or its installation directory to determine the filename to use with DualExe. Administrator Wants to Distribute Standardized Integrations Problem: You have created a custom integration between a new application and the GroupWise Windows client.
  • Page 97 Chapter 16, “GroupWise Remote Problems,” on page 105 Other sources of assistance include: ® • Novell Support (http://support.novell.com) • Novell Support Knowledgebase (http://support.novell.com/search/kb_index.jsp) • GroupWise 7 Support Forums (http://support.novell.com/forums/2gw.html) • Novell GroupWise Support Community (http://support.novell.com/products/groupwise) • GroupWise Cool Solutions (http://www.novell.com/coolsolutions/gwmag/index.html) Strategies for Client Problems...
  • Page 98 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 99: Groupwise Client Problems

    GroupWise Client Problems ® Most of these problems can occur in either the GroupWise Windows client or the Cross-Platform client, and the same solutions are applicable to both. • “User Can’t Start the GroupWise Client” on page 99 • “User Receives an Error Message and Code” on page 100 •...
  • Page 100 User Receives an Error Message and Code Explanation: The user receives an error message and code while using the GroupWise client. Action: See “GroupWise Engine Error Codes” in GroupWise 7 Troubleshooting 1: Error Messages. If the error code you received is not in the list provided, standard solutions are not yet available.
  • Page 101 Items in Your Mailbox” in “Managing Your Mailbox” in the “GroupWise 7 Cross-Platform Client User Guide”. Possible Cause: The user’s archive is damaged. Action: The GroupWise client automatically fixes most problems it detects with archive databases each time it starts. In addition, you can run GWCheck to fix more difficult problems the client can’t handle.
  • Page 102 User’s Message Isn’t Delivered Problem: The user sends a GroupWise message, but one or more recipients do not receive it. Possible Cause: The user elected to delay delivery. Action: Ensure that the user does not have Delay Delivery selected in the GroupWise Windows client.
  • Page 103 Action: None. Possible Cause: The message might have had a rule or filter applied to it. Action: Have the user check for unwanted rules or filters in the GroupWise Windows client. See “Creating Rules” and “Filtering Items” in “Managing Your Mailbox”...
  • Page 104 104 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 105: Groupwise Remote Problems

    GroupWise Remote Problems This section suggests ways to fix the following problems: • “User Cannot Connect to the Master GroupWise System” on page 105 • “Remote Message Flow Is Blocked” on page 105 • “Remote Mailbox Is Damaged” on page 105 See also “Remote Mode Windows Client Error Messages”...
  • Page 106 106 GroupWise 7 Troubleshooting 2: Solutions to Common Problems...

  • Page 107: A Documentation Updates

    GroupWise 7 Troubleshooting 2: Solutions to Common Problems has been updated on the following dates: • Section A.1, “June 15, 2006,” on page 107 A.1 June 15, 2006 Location Change Entire Guide Page design reformatted to comply with revised Novell documentation standards. Documentation Updates...

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