Resetting users and devices

The following commands may be used to reset users and devices. These commands should be used as a last resort to resolve user issues with HCL Traveler as they all require the devices to retrieve all of the HCL Traveler data from the server again. The primary difference in the commands is what happens on the HCL Traveler server and with the user's mail file. For more information on how data moves through the system, see How synced data moves through the system.

ClearAnchors

This is the lightest weight command on the server and should generally be the first option. This command only impacts sync data - not any configuration data or user preferences. It skips the prime sync that looks through all of the data in the user's mail database to determine what should and should not be synced to the device, and instead resyncs all of the data that the HCL Traveler database already knows to the device. This command should be sufficient, for example, if the user has multiple devices and an item is missing on one device but not all devices. This command is only available as a tell command.

Reset

This command removes all sync and configuration data except the user preferences. This command forces HCL Traveler to look through all of the data in the user's mail database to determine what should and should not be synced to the device (prime sync) and then resync all of the newly discovered data to the device. This command is available as a tell command, in the web-based admin, in the HCL Traveler servlet page, and in the HCL Traveler API.

Delete

This command removes all sync and configuration data including the user preferences. In most cases, the user preferences are unrelated to the issue and Reset should be used instead of Delete. This command forces HCL Traveler to look through all of the data in the user's mail database to determine what should and should not be synced to the device (prime sync) and then resync all of the newly discovered data to the device. This command is available as a tell command, in the HCL Traveler servlet page, and in the HCL Traveler API (not in the web-based admin).

Note: For an Apple device user utilizing the built-in Apple applications, the commands may also require that the user re-enable automatic push for mail messages by selecting Settings > Mail, Contacts, Calendars > Fetch New Data and toggling Push to OFF and then back to ON. In addition, for Apple devices running iOS 3 through iOS6, you must remove the account from the device, run Delete or Reset, and reinstall the account. Otherwise, errors may occur, especially when trying to move mail into folders on the device.