Device logging

Use this information to enable tracing on the device, reproduce a problem, and submit a Traveler Problem Report (TPR) to the HCL Traveler server. The system administrator can then notify HCL Support that a TPR has been submitted.

Android devices

To submit a problem report to your system administrator from an Android device, perform the following procedure:
  1. When you encounter a problem, turn logging on by clicking the HCL Traveler icon and selecting Menu > Settings > Logging > Enable Logging.
  2. Reproduce the problem if possible. It is important to demonstrate the problem with logging turned on.
  3. Submit a TPR by clicking the HCL Traveler icon and selecting Menu > About > Report Problem.
    Note: For release 8.5.3 and earlier, the option is under Menu > Tools > Report Problem.
  4. The device collects the logs and sends them to the server. Logs are typically stored in the traveler/logs/tprs folder.
  5. If the problem is connectivity-related, the log files may not be sent to the server. In this case return to the Report Problem screen by selecting Menu > Tools > Report Problem and select Export. The TPR is placed on your SDcard. Use the Problem Report feature of the HCL Traveler servlet to upload the compressed file. The servlet can be accessed at http://hostname/traveler. For SSL, use HTTPS instead of HTTP in the browser URL.
  6. Notify the system administrator of the problem. Be sure to include as much detail as possible and the steps to reproduce the problem.

Apple devices: Logging for issues in the native Mail, Calendar or Contacts apps

Unfortunately, Apple Devices do not have an HCL Traveler client for these services and therefore have no logs to submit. For these applications, you are recommended to submit an HCL Traveler Problem Report (TPR) from the HCL Traveler servlet pages using any connected web browser. The servlet can be accessed at http://hostname/traveler. For SSL, use HTTPS instead of HTTP in the browser URL. Additional files can be uploaded as needed. For example, you may want to upload a particular mail message that does not sync, or upload screen captures or text documents of error messages. Be sure to also notify the system administrator of the problem and include as much detail as possible in your report. Typically, the resulting TPR is written to the sever in the traveler/logs/tprs folder.

Apple devices: Logging for To Do issues

HCL provides an application through the Apple App Store for editing HCL Notes To Do items on iOS devices. This application generates a TPR that can be uploaded to the server. To generate a TPR in HCL Traveler To Do, perform the following procedure:
  1. When you encounter the problem, open the iOS Settings application from the home screen and navigate to the settings sub-menu for To Do.
  2. Turn logging on by setting Enable Logging to On.
  3. Reproduce the problem in the To Do app if possible. It is important to demonstrate the problem with logging turned on.
  4. Submit a TPR by finding the Report a Problem option in the To Do app.

    On an iPhone, this is found in More > Account Settings > Help and Support > Report a Problem. On an iPad, use the Settings icon, then select Help and Support > Report a Problem.

  5. The device collects the logs and sends them to the server. Logs are typically stored in the traveler/logs/tprs folder. If the logs cannot be uploaded due to connectivity problems, the upload will be reattempted at regular intervals until connectivity is restored.
  6. If the app is not able to connect with the server to upload the TPR, you may choose the View Log option under Help and Support to attempt sending the log to your system administrator manually.
  7. After creating the TPR, or if sending the log manually, notify the system administrator of the problem. Be sure to include as much detail as possible as well as the steps to reproduce the problem.

Apple devices: Logging for HCL Traveler Companion issues

HCL provides an application called HCL Traveler Companion through the Apple App Store, for reading encrypted mail on iOS devices. This application generates a TPR that can be uploaded to the server. To generate a TPR in HCL Traveler Companion, perform the following procedure:
  1. When you encounter the problem, open the iOS Settings application from the home screen and navigate to the Settings sub-menu for Companion.
  2. Turn logging on by setting Enable Logging to On.
  3. Reproduce the problem in the Companion app if possible. It is important to demonstrate the problem with logging turned on.
  4. Submit a TPR by finding the Report a Problem option in the Companion app, from Help and Support > Report a Problem. If you are currently viewing a mail message in Companion, this option will not be visible until you exit the app and launch it again from the home screen.

The device collects the logs and sends them to the server. Logs are typically stored in the traveler/logs/tprs folder. If the logs cannot be uploaded due to connectivity problems, the upload will be reattempted at regular intervals until connectivity is restored. If the app is not able to connect with the server to upload the TPR, you may choose the View Log option under Help and Support to attempt sending the log to your system administrator manually. After creating the TPR, or if sending the log manually, notify the system administrator of the problem. Be sure to include as much detail as possible, as well as the steps to reproduce the problem.

HCL Verse for Apple devices: Logging for mail, calendar or contacts issues

There are two ways to gather and report device information about HCL Verse using logs.

To View and mail logs directly, open the Settings menu in the app and tap View Log to display the user logging information. Tap the Email Log button to mail the log files. Send this to your system administrator with as much detail as possible as well as the steps to reproduce the problem.

The other option is to send a problem report. To do this, open the Settings menu and choose Send a Problem Report. From here, you can optionally identify the type of problem, enter a description of the problem and add attachments (such as screen shots). Tap Send to deliver the report directly to your HCL Traveler server.

HCL Verse for Apple devices: Enabling crash reports to be sent to Apple

Correctly sending crash reports from your device allows HCL to efficiently analyze and respond to your issues. Before you begin, ensure that users have enabled the proper logging options from their device:
  1. Open the iOS Settings app.
  2. Select Privacy, then select Analytics.
  3. Enable both Share iPhone & Watch Analytics and Share With App Developers.
Once these settings are configured using the previous steps, iPhone and iPad users can collect and send analytics data from their device to HCL when they experience a crash. This helps HCL identify which crash reports at Apple belong to the user. To do so, perform the following procedure from the device:
  1. Open the iOS Settings app.
  2. Select Privacy > Analytics > Analytics Data.
  3. Locate any HCL Verse analytics data. The file format will be HCL Verse-yyyy-mm-dd-ssss. The file extension will be .ips.
  4. Select the desired entry to open it. The time stamp built into the name should match the time of your crash.
  5. In the analytics data, select the relevant text at the top of the file (usually from {""app_name down to the line beginning with Coalition) then copy it. You may also take a screen shot of this section of the file to use as an attachment instead of copying.
  6. To mail the crash analytics data, open the Settings menu in Verse, then tap View Log to display the user logging information. Tap Email Log. This creates a new mail message with the Verse logs already attached. You can then either paste the log text or attach the screen shot(s) of the analytics data. Send the mail to your system administrator with as much detail as possible, as well as the steps to reproduce the problem.

BlackBerry 10: Logging for mail, calendar or contacts issues

BlackBerry 10 devices do not have an HCL Traveler client for these services and therefore have no logs to submit. For these applications, it is recommended that you submit an HCL Traveler Problem Report (TPR) from the HCL Traveler servlet pages using any connected web browser. The servlet can be accessed at http://hostname/traveler. For SSL, use HTTPS instead of HTTP in the browser URL. Additional files can be uploaded as needed. For example, you may want to upload a particular mail message that does not sync, or upload screen captures or text documents of error messages. Be sure to also notify the system administrator of the problem and include as much detail as possible in your report. Typically, the resulting TPR is written to the sever in the traveler/logs/tprs folder.

Windows Phone devices: Logging for HCL Traveler Companion issues

HCL Traveler Companion (available through the Windows Phone Store) allows you to read encrypted mail on Windows Phone 8 devices. The use of HCL Traveler Companion is currently only supported on Windows Phone devices running HCL Traveler 9.0.1 IF1 or higher. Always ensure you are running the very latest version of HCL Traveler Companion available from the Windows Phone Store. The documentation in this section only applies to the latest version.

If you encounter a problem while using HCL Traveler Companion, perform the following procedure:
  1. Ensure Logging is turned on. It is disabled by default in the application. To enable it, tap the Additional settings button on the Settings panel in Companion. Touch the slider to toggle logging ON. Once Logging is enabled, you can also control the level of logging and the maximum log size.
  2. Ensure the logging level is set to All.
  3. Reproduce the problem in Companion.
  4. From the Settings panel in Companion, tap ... at the bottom, then choose Report a problem.
  5. Select the type of problem from the choices provided in the drop down menu.
  6. Provide a description of the problem and the steps to reproduce it.
  7. Attach any screenshots that can help with the determination of the problem.
  8. Select the check mark at the bottom to send this to your system administrator.

Windows Phone/Windows RT/Windows 8 Pro: Logging for mail, calendar or contacts issues

Windows Phone, Windows RT, and Windows 8 Pro devices do not have an HCL Traveler client for these services and therefore have no logs to submit. For these applications, it is recommend you submit an HCL Traveler Problem Report (TPR) from the HCL Traveler servlet pages using any connected web browser. The servlet can be accessed at http://hostname/traveler. For SSL, use HTTPS instead of HTTP in the browser URL. Additional files can be uploaded as needed. For example, you may want to upload a particular mail message that does not sync, or upload screen captures or text documents of error messages. Be sure to also notify the system administrator of the problem and include as much detail as possible in your report. Typically, the resulting TPR is written to the sever in the traveler/logs/tprs folder.