User synchronization problems

Perform the following procedure to generate a set of logs for troubleshooting a user sync problem. These problems include missing, corrupt or incomplete mail, calendar, contacts, and so on.

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>

   Note: If the log statements are not associated with a particular user, they are labelled as a special user, called *system. As a result, you can use *system as a username with this tell command as well.
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 *

4. Ask the user to reproduce the problem and submit a Traveler Problem Report (TPR). For more information, see Device logging.
   Important: Before communicating with HCL Support, note the user name, device ID, details of the problem (including the UNID or subject of the document), and the time the problem was reproduced.
5. After the user submits the TPR, run the following command:

   tell traveler dump <username> 

6. If this is not an HA configuration, run the command:

   tell traveler support <case_number> 

   If this is an HA configuration, run the command:

   tell traveler -s * support <case_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>