14.0 GroupWise Client Problems

Most of these problems can occur in either the GroupWise Windows client or the Linux/Mac client, and the same solutions are applicable to both.

User Can’t Start the GroupWise Client

Problem: A user can’t start the GroupWise client.
Possible Cause: The user doesn’t exist in the post office yet.
Action: Verify that you’ve added the user to a post office. See Creating GroupWise Accounts in Users in the GroupWise 2012 Administration Guide.
Possible Cause: If using client/server access, the user’s TCP/IP information might be incorrect.
Action: Make sure the user’s post office is set up for client/server access. See Using Client/Server Access to the Post Office in Post Office Agent in the GroupWise 2012 Administration Guide.
Action: Use the /ipa and /ipp client startup switches to provide the correct IP address and TCP port information.
Possible Cause: Multiple users have the same network ID.
Action: If users share the same network ID, but have different GroupWise user IDs, start the GroupWise client using the /@u client startup switch.

User Receives an Error Message and Code

Explanation: The user receives an error message and code while using the GroupWise client.
Action: See GroupWise Engine Error Codes in GroupWise 2012 Troubleshooting 1: Error Messages. If the error code you received is not in the list provided, standard solutions are not yet available. Search the Novell Support Knowledgebase.
Action: Use the Search feature of the GroupWise online documentation to locate a GroupWise error code or message text. If the error you received is not found, standard solutions are not yet available. Search the Novell Support Knowledgebase.
Action: If you cannot locate the specific error message or the suggested actions do not resolve the problem, see General Troubleshooting Strategies.

User Forgets His or Her GroupWise Password

Problem: The user places a password on his or her GroupWise mailbox, then later forgets it.
Action: Use ConsoleOne to reset the user’s password. See Creating or Changing a Mailbox Password in Users in the GroupWise 2012 Administration Guide. Then notify the user of the new password.

User Isn’t Notified of New Messages

Problem: The user does not receive notifications when new GroupWise messages arrive.
Possible Cause: The user hasn’t turned on the Notify feature yet.
Action: Make sure Notify is turned on in the user’s GroupWise Windows client and the user is subscribed to Notify. See Notify in the GroupWise 2012 Windows Client User Guide
Possible Cause: Notify isn’t running on the user’s Windows workstation.
Action: Make sure Notify is running for the user. By default, Notify is not added to the user’s Windows Startup folder when GroupWise Setup runs. If necessary, rerun Setup to place Notify in the user’s Windows Startup folder.

User Can’t Access Archived Messages

Explanation: The user has archived GroupWise messages onto the hard disk of his or her computer. Later, the user cannot access the archived messages.
Possible Cause: The user doesn’t have an archive path set or has an invalid archive path set.
Action: Verify that the archive path specified under Tools > Options Environment > File Location in the GroupWise client is valid. See Archiving Email in Maintaining GroupWise in the GroupWise 2012 Windows Client User Guide.
Possible Cause: The user’s archive is damaged.
Action: The GroupWise client automatically fixes most problems it detects with archive databases each time it starts. In addition, you can run GWCheck to fix more difficult problems the client can’t handle. See GroupWise Check in Stand-Alone Database Maintenance Programs in the GroupWise 2012 Administration Guide.
Possible Cause: The user is using GroupWise WebAccess, which does not currently allow you to access your archive.
Action: Use the Windows client or the Linux/Mac client when you need to access your archive.

Wrong Date/Time Appears in Messages

Problem: The wrong date or time or both appear in GroupWise messages.
Possible Cause: The time zone and daylight saving time information for the user’s post office and/or domain are incorrect.
Action: Use ConsoleOne to check the Domain and Post Office objects to make sure the time zone and daylight saving time settings are correct. See Time Zones in System in the GroupWise 2012 Administration Guide.
Possible Cause: The local time on the user’s workstation is incorrect.
Action: Check the local time on the user’s workstation.
Possible Cause: The local time of the servers where the GroupWise agents are running is incorrect.
Action: Check the local time of the server where the GroupWise agents are running.

Status Isn’t Being Returned for Sent Messages

Problem: The user is unable to determine if recipients have received messages because no status information appears in the user’s mailbox.
Possible Cause: The user has turned off status tracking.
Action: Ensure that the user’s GroupWise client is configured to track status information. See Confirming Delivery of Email You Send in Email in the GroupWise 2012 Windows Client User Guide.

User’s Message Isn’t Delivered

Problem: The user sends a GroupWise message, but one or more recipients do not receive it.
Possible Cause: The user elected to delay delivery.
Action: Ensure that the user does not have Delay Delivery selected in the GroupWise client. See Delaying Delivery of an Item in Email in the GroupWise 2012 Windows Client User Guide
Possible Cause: Message transfer has been interrupted at some point between sender and recipients.
Action: Check the user’s Sent Items folder for status information.
Action: For additional strategies, see Strategies for Message Delivery Problems.

Users Don’t Appear in the GroupWise Address Book or Appear Multiple Times

Problem: Valid GroupWise users are missing from the GroupWise Address Book or are listed more than once.
Possible Cause: The user’s visibility has been set so the user is not visible to other users even though the user exists.
Action: Use ConsoleOne to check the users’ visibility. See Controlling Object Visibility in System in the GroupWise 2012 Administration Guide.
Possible Cause: User information in the local post office is not synchronized with the rest of the GroupWise system.
Action: Use ConsoleOne to synchronize the users’ information. See Synchronizing Individual Users or Resources in Databases in the GroupWise 2012 Administration Guide.

Screen Information Isn’t Being Updated Immediately

Problem: The user performs an action in the GroupWise client but does not see the results of that action. For example, the user sends a message but does not see that message in the Sent Items folder. Or the user deletes sent messages from the mailbox but the messages are still displayed.
Action: By default, the GroupWise Windows client updates the screen once every minute. Users can specify a shorter update interval in the client so their screen information is updated more frequently; this also increases network traffic because the client is polling the users’ mailboxes more often. In the GroupWise Windows client, click Tools > Options, then double-click Environment. Click General, then adjust the Refresh Interval setting.

User Is Notified of a New Message But the Message Isn’t Received

Problem: A Windows user receives notification that a new GroupWise message has arrived but the message does not appear in the user’s mailbox.
Possible Cause: The message might have been retracted by the sender before the recipient could open it.
Action: None.
Possible Cause: The message might have had a rule or filter applied to it.
Action: Have the user check for unwanted rules or filters in the GroupWise Windows client. See Rules in the GroupWise 2012 Windows Client User Guide
Possible Cause: Message transfer has been interrupted at some point between sender and recipients.
Action: For additional strategies, see Strategies for Message Delivery Problems.

User Experiences a Delay When Starting the Client or Using Certain Client Features

Problem: The client user connects to the post office in client/server mode. DNS names have been configured on the system. The client user experiences a lengthy delay when performing one of the following activities:
  • Starting the GroupWise client

  • Accessing a shared folder for the first time

  • Accessing a query folder where sources are located in a different post office

  • Using Find where sources are located in a different post office

  • Accessing the GroupWise Address Book for the first time

  • Performing a cross-post office proxy

Possible Cause: The DNS search order for the user’s workstation includes unavailable DNS servers.
Action: Make sure the client workstation has the DNS search order set up correctly. The features listed above often require IP address information. If your system is configured with DNS names, these must be resolved to IP addresses by the client as these features are used. For each unavailable DNS server (IP address) that precedes an available DNS server in the configured search order, the client experiences a delay while timing out waiting to resolve DNS names.

User Experiences a Delay When Viewing or Printing

Problem: A user experiences a lengthy delay when performing one of the following activities in the GroupWise client:
  • Viewing an attachment

  • Viewing a document

  • Viewing mailbox items using QuickViewer

  • Viewing item properties

  • Printing items or attachments

Possible Cause: The user does not have a default printer set up.
Action: Make sure the user has a valid default printer defined. Printer information is used for viewing as well as printing.