A.0 Mobility Connector Troubleshooting

See also:

The Mobility Connector does not start

Possible Cause: The GroupWise Connector is not running.
Action: Start the GroupWise Connector.
Possible Cause: The Synchronizer services are not running.
Action: Check the current status of the Synchronizer services. If needed, start or restart the Synchronizer services, as described in Synchronizer Services in Mobility Pack Administration Guide. Then start the Mobility Connector.
Possible Cause: A Web server is running on the Synchronizer server. Web servers typically use ports 80 and 443. These ports need to be available for use by the Mobility Connector for communicating with mobile devices.
Action: Stop and disable the existing Web server or other application that is using ports 80 and 443 on the Synchronizer server.
Possible Cause: You manually modified the following configuration file: 
/etc/datasync/syncengine/connectors.xml

You introduced an error in the XML coding.

Action: Review the changes you made to the connectors.xml file to make sure that they are correctly coded.
Action: Revert to a backup of the connectors.xml file that works correctly, then try the modifications again.

Initial device synchronization fails

Possible Cause: The mobile device fails to connect to the Synchronizer server because you have configured it for a secure SSL connection and the certificate is not working properly.
Action: Try using a non-secure connection. If a non-secure connector works and a secure connection does not work, make sure that the certificate is correctly set up, as described in Securing Communication between the Mobility Connector and Mobile Devices in Synchronizer System Security in the Mobility Pack Administration Guide.
Action: See Data Synchronizer Mobility Connector SSL Issues.
Possible Cause: The Mobility Connector is not getting the information it needs from the GroupWise Connector.
Action: Make sure that the user has already been added to the GroupWise Connector.
Action: Make sure that the user has a valid GroupWise account.
Possible Cause: The user’s GroupWise user ID is different from the user’s LDAP user name.
Action: Set the user’s application user name in the GroupWise Connector to match the user’s LDAP user name. For information about application user names, see Adding a User in Synchronizer Web Admin in User Management in the Mobility Pack Administration Guide.
Possible Cause: Varied.
Action: Remove the user from the Mobility Connector and the GroupWise Connector, then add the user to both connectors again.

Data does not transfer between the Mobility Connector and a mobile device

Possible Cause: Varied.
Action: Check the Mobility Connector application interface log file, as described in Section 3.7, Using the Mobility Connector Log File
Action: Check additional Synchronizer log files, as described in Working with Log Files.
Action: Remove the user from the Mobility Connector and the GroupWise Connector, then add the user to both connectors again.

Some items never synchronize to the mobile device

Possible Cause: Some events automatically synchronize to mobile devices. Other events do not synchronize to mobile devices unless users request them. The user has not yet requested the optional events.
Action: None. This is normal. The unsynchronized events eventually expire.
Possible Cause: The Mobility Connector might not be transferring the events to the mobile device.
Action: Check the user’s synchronization status, as described in Section 3.3, Monitoring User Synchronization Status. Observe the Pending Events from Device column and the Items Synced to Device column to see if progress is still being made.

If events are still transferring to the device, wait while the process completes.

If events are not transferring to the device, restart the Mobility Connector.

Possible Cause: The user’s GroupWise mailbox contains a damaged message, or the user’s mailbox is damaged. Mailbox damage can cause the GroupWise Connector to synchronize unusable data to the Mobility Connector.
Action: Repair the user’s mailbox, as described in Maintaining User/Resource and Message Databases in Databases in the GroupWise 2012 Administration Guide.
Possible Cause: Varied.
Action: Remove the user from the Mobility Connector and the GroupWise Connector, then add the user to both connectors again.

Data does not match between the GroupWise mailbox and the mobile device

Possible Cause: Varied.
Action: Resynchronize the mobile device, as described in Section 3.2, Managing Mobile Devices (Resynchronize, Delete, Block, Reset).
Action: Have the user remove the account from the mobile device and re-add the account on the mobile device.

Address book synchronization fails

Possible Cause: Varied.
Action: Resynchronize the mobile device, as described in Section 3.2, Managing Mobile Devices (Resynchronize, Delete, Block, Reset).
Action: Have the user remove the account from the mobile device and re-add the account on the mobile device.

Synchronization stops

Possible Cause: Varied.
Action: Resynchronize the mobile device, as described in Section 3.2, Managing Mobile Devices (Resynchronize, Delete, Block, Reset).
Action: Have the user remove the account from the mobile device and re-add the account on the mobile device.

The specific actions suggested above have not resolved a synchronization problem

Possible Cause: Varied.
Action: Perform the following procedure to start over for a particular mobile device user, similar to rebooting a computer:

  1. Remove the user’s account from the mobile device.

  2. Remove the user from the Mobility Connector.

  3. Restart the Synchronizer services.

  4. Add the user to the Mobility Connector.

  5. Add the user’s account to the mobile device.

Status information on the Mobility Connector Monitoring Information page in Synchronizer Web Admin is not correct

Possible Cause: The Mobility Connector created during installation of the Mobility Pack was deleted and you manually re-added the Mobility Connector.
Action: Manually adding a connector is not currently supported, although Synchronizer Web Admin does allow you to do it. Uninstall, then reinstall, the Mobility Pack, as described in Uninstalling the Mobility Pack in Mobility Pack Installation in the Mobility Pack Installation Guide