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LinkWise Plugin for PsiWin 2.1
LinkWise Plugin for PsiWin 2.2
LinkWise 2000 - Novell GroupWise Edition
Basic Troubleshooting
Troubleshooting First Steps
The LinkWise - Novell GroupWise Edition software is only one of the essential components in the integrated synchronization solution. As a result, one of the most important steps in the troubleshooting process is to attempt to isolate the source of a problem. The earlier this determination is made, the faster you are likely to find the cause of the problem.
Some elementary steps to check:
- Have you reviewed the compatibility and feature list section?
- Is the plug-in installed and configured correctly? You may need to uninstall and reinstall to help eliminate a problem.
If the problem cannot be clearly attributed to LinkWise, we need to review whether the cause may be associated with one of the following main components:
- EPOC Connect/PsiWin
- Novell GroupWise
- EPOC Agenda
- EPOC Contacts data file
- Serial communications link
The role of these components in the synchronization process, and some steps to take during troubleshooting, are outlined below.
EPOC Connect/PsiWin
EPOC COnnect is the core synchronization software, user interface and it controls all communications with your handheld computer. An EPOC Connect synchronization is usually initiated by double-clicking an Agenda Synchronization task icon, which contains the key parameters such as date range, entry types etc.. The synchronization task is also linked to the 'shadow' or data history of the previous synchronization. This history is critical for EPOC COnnect to determine what EPOC/GroupWise entry changes are necessary in a subsequent synchronization.
To help eliminate or isolate a problem, it is a good idea to delete the existing Agenda Synchronization task and create a new one. Please note that, after deleting a synchronization task, any changes made in the device or GroupWise since the last synchronization may not be accurately synchronized on the first subsequent synchronization (because EPOC Connect no longer can refer to the last synchronization history to detect what has changed). For example, this may result in an item deleted on the device since the last synchronization, being transferred back again to the device from the undeleted equivalent remaining in GroupWise.
Further troubleshooting steps can include changing the selected entry types on the Entry Types page of the Properties dialog
Other checks:
- Have you consulted your EPOC Connect/PsiWin documentation?
- Have you reviewed your synchronization log file (right mouse click on synchronization task icon and select view log)?
- Is EPOC Connect installed correctly?
- Does the problem occur with other features of EPOC Connect?
Novell GroupWise
The plug-in provides the interface to the GroupWise data store and Windows client. Synchronization problems can occur when the plug-in has trouble reading message information from the GroupWise mailbox. This can arise when there is corruption in the mailbox, which may be attributed to one or more messages.
When the plug-in encounters GroupWise messages which it cannot read, it will play the Windows Exclamation sound (if configured), and write the previous, successfully extracted message into a text file log ('ERRDUMP.TXT', located in the plugin installation directory). As the GroupWise messages are extracted in chronological order, this log can be used to help identify the message which could not be read.
If a problem of this nature is encountered, please check with your GroupWise Administrator. Normally it would be a good idea to run an integrity check against the potentially problematic mailbox. If this does not solve the problem, and you can identify the problem messages from the error file, try deleting and recreating the GroupWise item(s).
Note - The GroupWise 4.1a plug-in requires the GroupWise 4.1a Windows client for correct operation. It will not work with the GroupWise 4.1 Windows client or earlier versions.
EPOC Agenda
EPOC Connect controls the interface to the handheld Agenda file and is responsible for reading and writing the Agenda file during the synchronization process. Like all files, it is possible that the Agenda could become corrupt or contain corrupt entries.
To eliminate the Agenda file being a factor in a problem, create a new Agenda file and an Agenda Synchronization task and attempt another synchronization.
Note - As PsiWin stores the 'shadow' or history of the data state following the previous synchronization, always be careful when using a new Agenda file (of the same name) if you choose to use the same synchronization task. For example, if you created a new empty Agenda file and attempted to synchronize with an existing synchronization task, which contained history data, PsiWin would think that all the Agenda items had been deleted by the user since the last synchronization. The result, which may not be desirable, would be that PsiWin would subsequently try to bring GroupWise 'up to date' by deleting all the equivalent GroupWise messages.
For example, this could happen if your handheld's batteries went flat and you lost your data because you did not replace them in time (and you didn't have a backup!). You can avoid the erroneous deletion problem by using a new synchronization task so PsiWin does not have a synchronization history to which to refer.
Serial communications link
PsiWin controls all the communications with the handheld computer over the serial communication link cable. Please ensure that the cable is firmly connected and no other programs are conflicting with the use of the PC's serial ports.
Please review the following resources prior to contacting Advansys for technical support:
- LinkWise Plugin Help file
- LinkWise Plugin Readme file (located in the program installation directory)
- PsiWin Help file and electronic documentation
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| Last updated: Saturday, September 23, 2000
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