Chapter 12: Troubleshooting

• Troubleshooting the GroupWise Client
  
  
• Troubleshooting the Message Transfer Agent
  
  
• Troubleshooting the GroupWise Gateway for OfficeVision/VM
  
  
• Troubleshooting the Communications Link
  
  
• Troubleshooting the Mainframe

Troubleshooting the GroupWise Client

• Cannot Access the Gateway
  
  
• Cannot Receive Messages from Mainframe
  
  
• The Out Box

Cannot Access the Gateway
If users cannot access the gateway,

• Make sure the user is entering the correct syntax on the To: line.
• Make sure the user has the correct names of the addressing components, including the correct names for the following:
  • Foreign domain
  • Foreign post office
  • Foreign user
  • External domain
  • External post office
  • External user
• Make sure the gateway is running.
• Make sure the Message Transfer Agent is running.
• Make sure the communications link is active.
• Make sure the GroupWise* system has been properly defined to the mainframe.
• Make sure the user is in a domain where the gateway resides.
• Make sure the user’s domain has a link to the domain where the gateway resides. For example, if you have a multiple-domain GroupWise system, each domain that does not include a GroupWise Gateway OfficeVision/VM** must have an indirect link to a domain that does include the gateway.
• Send the message using a nonconfigured address, such as ovvm:“officevision.vm1.maria”.

Cannot Receive Messages from Mainframe
If users are not receiving messages,

• Make sure the gateway is running.
• Make sure the Message Transfer Agent is running.
• Make sure the communications link is active.
• Make sure the GroupWise system has been properly defined to the mainframe.
• Make sure the user is in the domain where the gateway resides.
• Make sure the user’s domain has a link to the domain where the gateway resides. For example, if you have a multiple-domain GroupWise system, each domain that does not include a GroupWise OfficeVision/VM Gateway must have an indirect link to a domain that does include a gateway.
• Send the message using a nonconfigured address, such as ovvm:“officevision.vm1.maria”

The Out Box
The Out Box stores undelivered messages. The reason the message was undelivered is included in the message. You can use the Out Box to help you pinpoint problems.

Troubleshooting the Message Transfer Agent

The Message Transfer Agent distributes messages among post offices, gateways, and domains. A Message Transfer Agent is required in each domain that has a gateway. If the Message Transfer Agent is offline, outgoing messages are queued in the Message Transfer Agent directories. Once the Message Transfer Agent is online, all queued messages are routed. Below is list of possible problems with the Message Transfer Agent.

• Is the Message Transfer Agent running?
• Does the GroupWise Gateway for OfficeVision/VM have rights to the domain database?
• Is the Message Transfer Agent configured for the proper platform? The current platform choices are DOS, OS/2**, UNIX**, and NLM*.
• Is the Message Transfer Agent enabled through NetWare* Administrator?
• From the Message Transfer Agent Configuration dialog box, you must select User App Threshold or Server Always from the Message Transfer Agent Status field. The default is Server Never. If Server Never is still selected, the Message Transfer Agent is disabled.
• Is the correct launching option chosen? You must choose Stand-Alone in the Gateway Information dialog box.
• Are any messages being distributed through the Message Transfer Agent? Check the Message Transfer Agent operation screen or the Message Transfer Agent log files, then check the Status portion of the screen to find out whether anything is blocked.

Troubleshooting the GroupWise Gateway for OfficeVision/VM

• Log Files
  
  
• Return Codes
  
  
• Gateway Not Sending Messages
  
  
• Gateway Not Receiving Messages

Log Files
The log file is a useful tool for diagnosing problems. The log file, a portion of which is shown below, is an ASCII file that records gateway activity.

06-23-94 09:00:01 ****** 1994-06-23 09:00:00 ******
06-23-94 09:03:41 Processing inbound message...
06-23-94 09:03:42 Sending file to USERED4 EDMONTON
06-23-94 09:04:07 Processing inbound message...
06-23-94 09:04:07 Sending note to USERCAL2 CALGARY
06-23-94 09:09:12 Processing inbound message...
06-23-94 09:09:12 Sending note to USERCAL3 CALGARY
06-23-94 09:10:44 Processing inbound message...
06-23-94 09:10:44 Sending file to USERCAL2 CALGARY
06-23-94 09:11:08 Processing inbound message...
06-23-94 09:11:09 Sending note to USERED3 EDMONTON
06-23-94 09:12:12 Processing inbound message...
06-23-94 09:12:12 Sending note to LETH5 LETHBRDG
06-23-94 09:14:06 Processing outbound message...
06-23-94 09:14:07 Sending note to WP370VM1 WPOTEST2
06-23-94 09:14:10 Processing outbound message...
06-23-94 09:14:22 Processing inbound message...
06-23-94 09:18:49 Processing inbound message...
06-23-94 09:18:49 Sending file to LETH4 LETHBRDG


The log file contains the same information that scrolls in the message log portion of the gateway operation screen. You can adjust the amount of information a log file records using NetWare Administrator or using the keystroke menu of the gateway operation screen. For more information, see Logging Level in Chapter 10: Enhance Gateway Functionality. The log file is located in the \wpgate\ovvm41\000.prc subdirectory.

Return Codes
A return code is written to the log file when the error occurs at the mainframe or the communications link. The following example shows how a return code is displayed.

06-23-94 14:04:35 ****** 1994-06-23 14:04:35 ******
06-23-94 14:04:40 Logging on...
06-23-94 14:04:45 Error attaching to VM.
06-23-94 14:04:45 Primary return code = F004. Secondary return code = 0.


The following table lists the most common return codes and explains how to resolve the errors.

Gateway Not Sending Messages
If messages are not returned to the user’s Out Box as undelivered and if the intended recipients are not receiving the messages, check the following:

• Is the gateway running?
• Is the Message Transfer Agent running? For more information about how to troubleshoot problems with the Message Transfer Agent, see Troubleshooting the Message Transfer Agent earlier in this chapter.
• Does the gateway have access to the GroupWise domain directory?
• Make sure the communications link is active.
• Make sure the GroupWise system has been properly defined to the mainframe.

Gateway Not Receiving Messages
The following is a list of possible reasons the GroupWise Gateway for OfficeVision/VM may not be receiving message from the mainframe:

• Is there a user error?
• Are there sufficient network rights?
• Make sure the communications link is active.
• Make sure the GroupWise system has been properly defined to the mainframe.
• Does the GroupWise system conform to the VM naming restrictions?

Troubleshooting the Communications Link

The following is a list of possible problems with NetWare for SAA:

• Have you loaded COMMEXEC.NLM?
• Have you configured NetWare for SAA using CSCON?
• Have you verified each value recorded on the worksheet?
• Have you loaded NWSAA.NLM?
• Did the system console display that your connection to the mainframe has been established?
• Did you add COMMEXEC and NWSAA to your AUTOEXEC.NCF file.
• Did you test the link?
• Is there a conflict between your LAN adapter and the token ring card?

Troubleshooting the Mainframe

The following is a list of possible problems with the mainframe:

• Was the GroupWise system defined to RSCS?
• Was the GroupWise system defined to OfficeVision/VM?
• Were GroupWise users added to the nickname file?
• Does the GroupWise system follow VM name restrictions?
• Was the GroupWise system added to the REMLOC FILE?
• Was the GroupWise system added to the REMCAL FILE?
• Was the GroupWise system defined to VTAM?

* Novell trademark. ** Third-party trademark. See Trademarks for more information.