A.0 Mobility Pack Installation Troubleshooting

See also:

The Mobility Pack Installation program does not behave as documented

Possible Cause: You are trying to install the Mobility Pack on 32-bit hardware.
Action: Install the Mobility Pack on 64-bit hardware that meets the system requirements described in Section 1.3.1, Data Synchronizer Server Requirements.
Possible Cause: You are installing the Mobility Pack on SUSE Linux Enterprise Server 11 SP1, and you tried to browse to and select a file, such as the Mobility Pack ISO, the GroupWise trusted application key file, or a certificate file.
Action: Type the full path name to the file. A problem in SLES 11 SP1 prevents browsing to and selecting files during installation.

The Mobility Pack Installation program cannot communicate with the LDAP server

Possible Cause: A firewall is blocking communication between the Installation program and the LDAP server.
Action: Make sure that communication through the firewall is allowed on port 636 for a secure LDAP connection or port 389 for a non-secure LDAP connection.
Possible Cause: The LDAP server is not functioning correctly.
Action: Reboot the LDAP server.
Possible Cause: You specified the LDAP server settings incorrectly.
Action: Double-check the LDAP server settings you entered in the Installation program.

You cannot add an LDAP group during Mobility Pack installation

Possible Cause: The LDAP group is empty.
Action: In order to add an LDAP group during installation, you must add at least one user to the group.

The Mobility Pack Installation program cannot communicate with a needed application

Possible Cause: The required port number is not open.
Action: Review the list of required port numbers in Section 2.2.2, Preparing the Network.
Action: Use telnet to test whether ports are open.

  1. Enter the following command in a terminal window:

    telnet application_host port_number

    Replace application_host with the IP address or DNS hostname of the server where the application is running.

    Replace port_number with the port number on which the Installation program is attempting to communicate with the application.

  2. (Conditional) If the terminal windows blanks, with the cursor in the upper left corner, enter quit to exit the telnet session.

    The port is open. The Installation program should be able to communicate with the application.

  3. (Conditional) If a Connection failed message displays, open the port through the firewall to enable the Installation program to communicate with the application.

The Mobility Pack Installation program cannot communicate with the GroupWise POA

Possible Cause: A firewall is blocking communication between the Installation program and the POA server.
Action: Make sure that communication through the firewall is allowed on port 4500.
Possible Cause: The POA is not running.
Action: Start the POA.
Possible Cause: You specified the POA server settings incorrectly.
Action: Double-check the POA server settings you entered in the Installation program.
Possible Cause: There is a problem with the GroupWise trusted application key file.
Action: Re-create the GroupWise trusted application key file. You only need to fill in three fields in the Create Trusted Application dialog box in ConsoleOne: Name, Location for Key File, and Name of Key File. Do not fill in any other fields.

The Synchronizer services do not start

Possible Cause: PostgreSQL is not running on the Synchronizer server.
Action: Check the status of PostgreSQL on the Synchronizer server, and start it manually if necessary. 
rcpostgresql status
rcpostgresql start

Users added as part of an LDAP group during installation are not successfully added to both the GroupWise Connector and the Mobility Connector

Explanation: Under certain circumstances, a timing issue prevents users in an LDAP group from being successfully added to both connectors during installation.
Possible Cause: Varied.
Action: When users are not successfully added to your Synchronizer system during installation, you can add them after installation by using a phased approach that avoids occasional timing issues. Follow the instructions in The process of adding users does not proceed as expected in Synchronizer System Troubleshooting in the Mobility Pack Administration Guide.