IPhone device throws error while registration

HWOLF · July 23, 2024, 5:18pm

Hello,

we have a user, who needs a new device because of breaking th e old one. We just tried to registrate the device through the ivanti / mobileiron management. All seems fine but on the traveler console we found errors an no mails are synchronized to the device:

Traveler: SEVERE Username[deviceID] Exception Thrown: Notes Exception(4376) : Object has been removed or recycled

23.07.2024 11:05:56 Traveler: SEVERE Username[deviceID] Error getting policy information. Request=NTSServletRequestSerializable accept=*/*, acceptEncoding=gzip, deflate, br, body=145 bytes, bodyHash=-1616776672, bodyHashRFC822=-1616776672, bodyIsDecompressed=true, cmdUserId=user-email, command=Provision, connectionRegistered=HTTP{07/23 11:05:56.140, HTTP Key=0723110556124_cd430777-7d83-4815-b000-20e5dcfb0e57_CN=UserCommonName, Co

23.07.2024 11:15:13 Traveler: SEVERE Username Exception Thrown: Notes Exception(4376) : Object has been removed or recycled

23.07.2024 11:15:13 Traveler: WARNING Username Problem loading user and device preferences for user CN=Username with account ID 3097636. Exception Thrown: com.lotus.sync.caf.CAFException: getPreferences found invalid device profile for user Username and deviceid

23.07.2024 11:15:14 Traveler: SEVERE Username Exception Thrown: Notes Exception(4376) : Object has been removed or recycled

The same device with an other user works fine. The ipad which is connected to user wordks fine there no limits for the number of device registration. Traveler is 14.0.0 on Domino 12.0.2 FP4 on windows 2016.

I guess it has something to do with the traveler userprofile but i do not know, how to repair.

We did a dbmaint and serveral dbrecordcheck with show an repair. We deleted the device and tried again with the same errors.

What to do?

Regards

Harald

anon-1869 · July 23, 2024, 6:54pm

Hello @Harald Wolf The end user must have Editor access or higher for the Maximum Internet name and password field on the Advanced tab of the ACL for their primary mail file and any replica mail files that will be used to sync data to the user's mobile devices. Can you check this?

Thanks!

HWOLF · July 24, 2024, 6:38am

Hello,

Thank you for the tip. The user already has two devices in use that do not have these problems. Access to the mail file has therefore been set up.

Regards

Harald

anon-1869 · July 24, 2024, 7:19am

Hello,

Then i would suggest you to perform following Maintenance tasks on mail file once. ( Please observe server console to make sure the maintenance is completed without error.)
load fixup mail\userMailFile.nsf -F
load compact mail\userMailFile.nsf -i -c -D
load updall mail\userMailFile.nsf -R

Note : i) Please make sure mail file is not accessed by user while performing activity.
ii) Use one command at once. Issue second command when existing maintenance is completed.

HWOLF · July 24, 2024, 7:31am

Hello,

i will give it a try, but this has nothing to do with the error messages from the traveler server.

On the mdm i see a HTTP 503 error "service unavaible" for this user and this device from different network locations (WLAN / SIM).

Regards

Harald

anon-1876 · July 24, 2024, 1:19am

Have you tried these commands?

tell traveler security delete <device id> <username>
tell traveler delete <device id> <username>

HWOLF · July 24, 2024, 6:40am

Hello,

and yes. I have tried it. The device has no problem, i guess its the userprofile on the traveler server.

Regards

Harald

sudhirkondibak · July 24, 2024, 4:00am

Hello Harald

Greetings

The end user must have Editor access or higher for the Maximum Internet name and password field on the Advanced tab of the ACL for their primary mail file and any replica mail files that will be used to sync data to the user's mobile devices.

Please check the below doc for your reference.
https://help.hcltechsw.com/traveler/14.0.0/DominoSetupConsiderations.html

After doing the above settings, please remove the HCL Verse from the device and run the below three commands on the Traveler server.

tell traveler delete * <UserName>
tell traveler security delete * <UserName>
tell traveler admindata delete * <UserName>

Regards,

Sudhir

HWOLF · July 24, 2024, 6:45am

Hello,

the settings in the ACL of the mailfile are completly ok, because the other devices have no problems.

We are using the native Mail-app on IOS, so there is no Verse App.

What happens to the connection of the other devices, if i delete the User? In my opinion, we have to register the other devices new?

Regards

Harald

sudhirkondibak · July 24, 2024, 7:37am

If you delete the device from the server using the given command, it will remove all old data related to the device registration, and new data will be updated with the latest details.

Delete device using the device ID.

HWOLF · July 24, 2024, 7:45am

Hello,

but the given commands are deleting the unser not the device, isn't?

Regards

Harald

Aniket · July 24, 2024, 1:34pm

Hello Harald,

You can run command with the impacted device ID as below.

tell traveler delete <deviceID> <UserName>
tell traveler security delete <deviceID> <UserName>
tell traveler admindata delete <deviceID> <UserName>

Above command will delete the device, security records and admindata, will force Traveler to rebuild everything for this user including the list of messages matching the filter, in this case, all messages.

Regards

Aniket

HWOLF · July 24, 2024, 2:07pm

Hello Aniket,

i tried the first two commands.

But first you have to delete the security profile and than the device-profile. Otherwise there is an error that there is no device found for the user. Afterwards a tell traveler show username shows that the device was deleted but after a while the messages returned.

Now i have run all three commands. But for the last tell traveler admindata delete there is no answer on the console.

If you run a tell traveler show username, the device is gone.

But if you try to registerr the same errors occur and the device has the same device-ID as before:

24.07.2024 15:58:14 Traveler: SEVERE Username Exception Thrown: Notes Exception(4376) : Object has been removed or recycled

24.07.2024 15:58:14 Traveler: SEVERE username[device-ID] Exception Thrown: Notes Exception(4376) : Object has been removed or recycled

24.07.2024 15:58:14 Traveler: WARNING usernamet[deviceid] failed to update device profile

24.07.2024 15:58:16 Traveler: SEVERE username[deviecID] Exception Thrown: Notes Exception(4376) : Object has been removed or recycled

24.07.2024 15:58:16 Traveler: SEVERE username[deviceID] Error getting policy information. Request=NTSServletRequestSerializable accept=*/*, acceptEncoding=gzip, deflate, br, body=145 bytes, bodyHash=-1616776672, bodyHashRFC822=-1616776672, bodyIsDecompressed=true, cmdUserId=user-email, command=Provision, connectionRegistered=HTTP{07/24 15:58:15.124, HTTP Key=0724155815109_fc969cf7-4eec-4abe-8c0b-85a207a6b165_CN=username, Co

I have never seen something like this in over ten years of traveler.

Regards

Harald

HWOLF · July 24, 2024, 2:15pm

...and just to admit. In the lotustraveler.nsf there is still a document for this device:

Aniket · July 24, 2024, 4:22pm

Hello Harald,

Thank you for you update.

As you mentioned that you are trying to configure iOS native mail app. Are other devices using Verse iOS app or iOS native mail app where issue does not persists.

1) If other devices of users are not using iOS native mail app and only on this device this user and any other users are facing issue while configuring native iOS mail app, then just make sure that in "Allowed Methods" "OPTIONS" is selected. If you have website document for Traveler then go to Configuration tab >>Allowed Methods.

Please note : Issue persists only at time of configuration Traveler account (iOS native mail) on device.

2) I know you already mentioned that ACL is proper as two other devices are working fine. However we did received similar cases wherein customer reported similar error on console and after correcting the ACL setting as below has resolved the issue.

Editor access or higher for the Maximum Internet name and password field on the Advanced tab of the ACL for their primary mail file and any replica mail files that will be used to sync data to the user's mobile devices.

Regards

Aniket

HWOLF · July 25, 2024, 7:33am

Hello Aniket,

just to make it clear, we use HCL Traveler in Combination with Ivanti MobileIron Device Management. This MDM pushes configuration profiles to the device and uses the native IOS-Mail_app. The traveler server is inside and is only reachable from outside over the MDM infrastructure. Therefore we do not limit the accounts on traveler and administer all with the MDM. All devices use the native app and only a few use additional HCL Verse with a VPN-Tunnel (no Ivanti App-Tunnel).

To 1)
"Options" is selected in the Traveler wesite document.

To 2)
All users have Manager-Access to their mailfiles. But i checked the Advanced Tab of the ACL and to be sure set the maximum internet access to manager, too.

It changed nothing.

> tell traveler show e.schmidt-garrecht@kzbv.de
25.07.2024 09:24:43 Traveler: Traveler has validated that it can access the database Mail/user.nsf.
25.07.2024 09:24:43 Traveler: Monitoring of the database for changes is enabled.
25.07.2024 09:24:44 Traveler: Encrypting, decrypting and signing messages are enabled because the Notes ID is in the mail file or the ID vault.
25.07.2024 09:24:44 Traveler: Canonical Name: CN=/O=KZBV/C=DE
25.07.2024 09:24:44 Traveler: Internet Address:
25.07.2024 09:24:44 Traveler: Home Mail Server: CN=/O=KZBV/C=DE
25.07.2024 09:24:44 Traveler: Home Mail File: mail/.nsf
25.07.2024 09:24:44 Traveler: Current Monitor Server: CN=/O=KZBV/C=DE Release 12.0.2FP4
25.07.2024 09:24:44 Traveler: Current Monitor File: Mail/
25.07.2024 09:24:44 Traveler: Mail File Replicas:
25.07.2024 09:24:44 Traveler: [CN=/O=KZBV/C=DE, mail/.nsf] is reachable.
25.07.2024 09:24:44 Traveler: ACL for /KZBV/DE: Access=Manager,Manager Capabilities=create,update,read,delete,copy Missing Capabilities=none
25.07.2024 09:24:44 Traveler: ACL for /KZBV/DE: Access=Manager Capabilities=create,update,read,delete,copy Missing Capabilities=none
25.07.2024 09:24:44 Traveler: Notes ID: Mail File does not contain the Notes ID.
25.07.2024 09:24:44 Traveler: Auto Sync User State: Monitoring enabled
25.07.2024 09:24:44 Traveler: Adaptive Initial Sync Applications: No applications in adapted state.
25.07.2024 09:24:44 Traveler: Last Prime Sync: Wednesday, July 24, 2024 9:29:45 PM CEST
25.07.2024 09:24:44 Traveler: Banned Documents: 0
25.07.2024 09:24:44 Traveler: Devices:
25.07.2024 09:24:44 Traveler: Device ID: oldIphone
25.07.2024 09:24:44 Traveler: Device Description: Apple-iPhone13C2:Apple-iPhone13C2/2106.90 (OS 17)
25.07.2024 09:24:45 Traveler: Security Policy Status: No policy
25.07.2024 09:24:45 Traveler: Security State: Clear
25.07.2024 09:24:45 Traveler: Approval State: Not required
25.07.2024 09:24:45 Traveler: Last Sync: Wednesday, July 24, 2024 2:00:03 PM CEST
25.07.2024 09:24:45 Traveler: Registration time: Wednesday, June 21, 2023 2:40:35 PM CEST. Epoch Time: 1687351235820
25.07.2024 09:24:45 Traveler: Adaptive Filter Sync Applications: Adaptive Filter Sync is disabled.
25.07.2024 09:24:45 Traveler: Auto Sync Device State: Active and waiting for a message from the device
25.07.2024 09:24:45 Traveler: Auto Sync Connection State: Disconnected at Thursday, July 25, 2024 7:31:53 AM CEST
25.07.2024 09:24:45 Traveler: Auto Sync Applications to Synchronize: folder, mail, serviceability, security
25.07.2024 09:24:45 Traveler: Auto Sync Change Flags: clear
25.07.2024 09:24:45 Traveler: Device ID:
25.07.2024 09:24:45 Traveler: Device Description: Apple-iPad13C17:Apple-iPad13C17/2106.90 (OS 17)
25.07.2024 09:24:45 Traveler: Security Policy Status: No policy
25.07.2024 09:24:45 Traveler: Security State: Clear
25.07.2024 09:24:45 Traveler: Approval State: Not required
25.07.2024 09:24:45 Traveler: Last Sync: Wednesday, July 24, 2024 9:29:51 PM CEST
25.07.2024 09:24:45 Traveler: Registration time: Wednesday, February 1, 2023 9:09:15 AM CET. Epoch Time: 1675238955880
25.07.2024 09:24:45 Traveler: Adaptive Filter Sync Applications: Adaptive Filter Sync is disabled.
25.07.2024 09:24:45 Traveler: Auto Sync Device State: Active
25.07.2024 09:24:45 Traveler: Auto Sync Connection State: Connected at Thursday, July 25, 2024 9:15:21 AM CEST
25.07.2024 09:24:45 Traveler: Auto Sync Applications to Synchronize: folder, mail, calendar, contact, serviceability, security
25.07.2024 09:24:45 Traveler: Auto Sync Change Flags: clear
25.07.2024 09:24:45 Traveler: Device ID: NewIphonewith Problems
25.07.2024 09:24:45 Traveler: Device Description: 0FIP0UMR9L2MTAOVKRK50B5GNK
25.07.2024 09:24:45 Traveler: Security Policy Status: No policy
25.07.2024 09:24:45 Traveler: Security State: Clear
25.07.2024 09:24:45 Traveler: Approval State: Approved by CN=Harald Wolf/O=KZBV/C=DE on Wednesday, July 24, 2024 6:01:53 PM CEST.
25.07.2024 09:24:45 Traveler: Last Sync: Never
25.07.2024 09:24:45 Traveler: Registration time: Wednesday, July 24, 2024 3:58:13 PM CEST. Epoch Time: 1721829493490
25.07.2024 09:24:45 Traveler: Adaptive Filter Sync Applications: Adaptive Filter Sync is disabled.
25.07.2024 09:24:45 Traveler: Auto Sync Device State: Active and waiting for a message from the device
25.07.2024 09:24:45 Traveler: Auto Sync Connection State: Disconnected
25.07.2024 09:24:45 Traveler: Auto Sync Applications to Synchronize: serviceability, security
25.07.2024 09:24:45 Traveler: Auto Sync Change Flags: serviceability:configGetAS/configSetAS

Regards

Harald

HWOLF · July 25, 2024, 5:28pm

Hello,

I am pleased to inform you that the device was suddenly synchronised two hours later.

We do not know what happened.

Regards and thanks for helping

Aniket · July 30, 2024, 9:56am

Hello Harald,

Nice to hear that device started synchronizing.

Regards

Aniket