Troubleshooting GroupWise Remote

As system administrator, it is your responsibility to troubleshoot problems encountered by GroupWise Remote users. The problems you deal with probably fall into one of the following categories:

• Setup and Configuration Problems
• User Hardware and Configuration Problems
• Specific Item or Request Problems
• Connection Problems
• User Database Problems

Setup and Configuration Problems

GroupWise Remote users sometimes cannot connect to the main GroupWise system because of a problem with the setup of the Remote client. When a user cannot connect, check the following:

• Does the user have a password set on the Master Mailbox?
• Has the user entered the correct system information in the Remote Preferences dialog?
• Was the password on the Master Mailbox entered exactly as it was originally set? Remember that passwords are case sensitive.
• Does the user have a valid connection selected?
• Is the phone number correct?
• Have the gateway login ID and password been entered correctly? Remember that the gateway password is case sensitive.

User Hardware and Configuration Problems

Connection problems can often be traced to problems configuring the GroupWise Remote user's modem. When you suspect that the hardware setup might be the problem, check the following:

• Verify that the correct modem is selected.
• Verify that the correct COM port and baud rate are selected.
• Check the modem with another communications program to determine if it connects correctly with that program. For example, try using the modem to connect to a bulletin board system.
• Check the modem reference manual for additional troubleshooting options.

Specific Item or Request Problems

Use the Pending Requests option in GroupWise Remote to view the requests that have not been responded to yet.

To access the Pending Requests dialog in GroupWise Remote, click Remote > Pending Requests.

To delete a pending request, select the request, then click Delete.

Connection Problems

GroupWise Remote creates a log file, remotex.log (where x is 1, 2, or 3) that tracks GroupWise Remote connections.

If a user experiences problems connecting to the main GroupWise system, check this log to find out where the problem is occurring in the connection process. remotex.log is stored in the rofdata directory. The log file is in ASCII text form and can be viewed with any text editor.

The log file can also be displayed while running GroupWise Remote by clicking File > Connection Log.

User Database Problems

If you suspect a problem with the GroupWise Remote mailbox, run the Mailbox/Library Maintenance on the mailbox to correct the problem. The user database is user.db, located in the rofdata directory.

Mailbox/Library Maintenance has the following options:

• Check structure of databases, repair problems.
• Check contents of databases, repair problems.
• Re-create user databases from message databases.
• Reduce databases (reclaim free space).

For additional information, see "Maintaining User/Resource and Message Databases" in "Databases" in the GroupWise 6.5 Administration Guide.