1.0 General GroupWise Troubleshooting Strategies

Checking GroupWise Agent Log Files

Problem: You are experiencing message delivery problems.
Action: Use the POA and MTA log files to help you track message delivery problems. Set the logging level to Verbose so all processing information is displayed. This information can help you determine what the problem is. You should also verify that the information is being logged to disk. See the following sections in the GroupWise 2012 Administration Guide.

Assigning a GroupWise Administrator

Problem: No one is receiving error messages generated by the MTA and the POA.
Action: Make sure each domain has an administrator who receives error messages generated by the agents. See Notifying the Domain Administrator in Message Transfer Agent in the GroupWise 2012 Administration Guide.

Checking IP Addresses and Port Numbers for TCP/IP Links

Problem: Incorrect IP addresses and port numbers can cause problems for the GroupWise client and agents when TCP/IP connections are used.
Possible Cause: The GroupWise client is set up with the wrong IP address and/or TCP port number.
Action: Make sure the GroupWise client is set up with the correct IP address and port number for the POA in each user’s post office. See Client in the GroupWise 2012 Administration Guide.
Action: Make sure the GroupWise name server is running so that IP addresses and port numbers can be looked up automatically. See the Simplifying Client/Server Access with a GroupWise Name Server in Post Office Agent in the GroupWise 2012 Administration Guide.
Possible Cause: The POA is set up with the wrong IP address and/or TCP port number.
Action: Make sure the POA is set up with the correct IP address and port number. See Using Client/Server Access to the Post Office in Post Office Agent in the GroupWise 2012 Administration Guide.
Possible Cause: The MTA is set up with the wrong IP address and/or TCP port number.
Action: Make sure the MTA is set up with the correct IP address and port number. See Using TCP/IP Links between Domains and Using TCP/IP Links between a Domain and its Post Offices in Message Transfer Agent in the GroupWise 2012 Administration Guide.
Possible Cause: Multiple programs on the same server are set up with the same TCP port number.
Action: Make sure no duplicate port numbers are in use. See GroupWise Agent and Application Port Numbers in the GroupWise 2012 Administration Guide.

Recovering and Rebuilding Domain and Post Office Databases

Problem: Problems with a domain database (wpdomain.db) or post office database (wphost.db) can cause access problems for ConsoleOne and the GroupWise client, as well as cause message delivery problems. Database problems can also cause information in your system to be out of sync (for example, a user’s information in one post office being different than that user’s information in another post office).

Analyzing and Fixing User and Message Databases

Problem: Problems with a user database (userxxx.db) or a message database (msgnnn.db) can cause users to lose access to their mailboxes, have incorrectly displayed mailbox information, and have message delivery problems.

Verifying GroupWise System Information

Problem: Messages are not being delivered to post offices or domains, or you are receiving excessive undeliverable messages.
Possible Cause: Link configuration problems with your GroupWise system can cause message delivery problems.
Action: Check links between domains. See Understanding Link Configuration in Domains in the GroupWise 2012 Administration Guide.
Action: Check links to post offices. See Understanding Link Configuration in Domains in the GroupWise 2012 Administration Guide.
Possible Cause: Incorrect object information can cause message delivery problems.
Action: Check Domain and Post Office object properties. See the following sections in the GroupWise 2012 Administration Guide:
Possible Cause: Correct information is not being synchronized throughout your GroupWise system.
Action: If information is correct in some places but incorrect in others, you can synchronize GroupWise information. See Synchronizing Database Information in Databases in the GroupWise 2012 Administration Guide.

Understanding Message Flow

Problem: You are experiencing message delivery problems.
Action: Because each component (GroupWise client, POA and MTA) is responsible for a specific area of message flow, knowing where the message flow has been interrupted can help you discover which component is not functioning correctly. See Message Flow Diagrams in GroupWise 2012 Troubleshooting 3: Message Flow and Directory Structure.