User synchronization problems

Perform the following procedure to generate a set of logs for troubleshooting a user sync problem. A sync problem would include any unexpected behavior related to folders or content (mail, calendar, contacts).

  1. Increase the log level for a specific user that is exhibiting the problem by running the following command:
    tell traveler log adduser finest <username>
  2. Find the current fields being logged by running:
    tell traveler log show
  3. Include the field data in your log report by running the following command:
    tell traveler log fields *
    Note: Use of tell traveler log fields * can result in email content persisting in the logs; this content could be read by IBM® Support personnel with access to those logs.
  4. Ask the user to reproduce the problem and submit a Problem Report.
    Important: Note the user name, subject of the document, and the time the problem was reproduced when communicating with IBM® Support.
  5. After the user submits the Problem Report, make sure that any open programs that could have contents in the IBM_TECHNICAL_SUPPORT directory are closed, then run the following command:
    tell traveler dump <username> 
    Note: Make sure that you wait until the dump has completed before proceeding to the next step.
  6. If this is not an HA configuration, run the command:
    tell traveler pmr <pmr_number> 
    If this is an HA configuration, run the command:
    tell traveler -s * pmr <pmr_number>
  7. Run the following commands to undo the system settings you configured in steps 1 and 2, if necessary:
    tell traveler log removeuser <username>
    tell traveler log fields <previous fields>
Important: Outgoing FTP is required for the PMR command automatic upload. See PMR command details for manual upload instructions and a complete list of options.