Thread hung on Traveler using iPhone

HCL Domino Domino Forum
1

Hi guys

I’m having a problem from a long time ago with just one user (of 106 that are connected to our Traveler server). User has an iPhone, and every day (sometimes twice a day) a Thread hangs and the user is able to send mails, but his inbox won’t refresh (he can’t see any new mail) and if he tries to open a mail it keeps loading for ever, i mean, he can’t read any content.

Sending a Tell Traveller status on the console bring me this:
[1448:02BE-17F8] The IBM Notes Traveler task has been running since Wed Apr 09 10:59:30 ART 2014. [1448:02BE-17F8] The IBM Notes Traveler availability index is currently 93 while servicing 106 users. [1448:02BE-17F8] The last successful device sync was on Wed Apr 09 13:36:48 ART 2014. [1448:02BE-17F8] Yellow Status Messages [1448:02BE-17F8] User CN=User Name/OU=OU/O=ORG on thread DS-1438[4] has been running for 54 minutes. [1448:02BE-17F8] The overall status of IBM Notes Traveler is Yellow.

If I restart the Traveler task and then the user restarts his phone, everything gets back to normal until next day when another thread hangs again.

I have created a new database for the user. I have tried fixups, compact, updall, convert tasks, deleting user profile (using “security delete” and then “delete” traveler commands), reset (countless times). We assigned more RAM and CPU to the VM and increased the amount of active threads to 400 (on the Server Document - Internet Protocols - HTTP),

In the meantime, the user has changed his phone 3 times and I have the server updated from Traveler 8.5.3 to Traveler 9.0.0.1 and now, today I have Traveler 9.0.1 IF4, up to date. It’s still happening the same.

I’ve been in this way for many months trying everything I could. I have a PMR opened, and we are studying this with the IBM support. Nevertheless, I would like to share my experience just in case anyone else find himself trapped in this huge headache.

I’ll update this posts and I hope to find a solution soon.

2

Subject: I’ll keep trying

Yesterday, talking with IBM support we agree to format user’s phone and set up just his Traveler account and nothing else. No iCloud sync, no other applications.

Before doing that, since he is a VIP Manager, I’m going to try to sync a second device that I can check at a regular interval. We did this before, but the second phone wasn’t on my hands and I’ve never was able to see the device.

Yesterday afternoon, his actual phone stopped working again but there was no hung thread. The user restarted his iPhone and everything got back to normal again. But today, the hung thread appeared again. I had to restart Traveler task and then it began to work.

3

Subject: Almost there

I managed to get authorization to set up another phone with the user account. Now I have it with me.

On monday and tuesday everything went well, but today (wednesday) his iphone stoped receiving mails. Mine is receiving perfectly fine, though.

The user said that when he deactivated sync between iCloud and Safari (is that an iPhone option? I don’t use iCloud and can’t check that), then Traveler began to receive mails again.

Could it be that the iCloud sync is consuming all his bandwidth and then he only can receive mails after that sync is done?. I don’t know how good is his actual internet connection, but this could mean something.

4

Subject: Difficult to resolve

The user is still having problems with his iPhone and his frozen inbox.

Yesterday I created a new mail database for him. After deleting his profile using 2 commands “tell traveler security delete * user” and “tell traveler delete * user”, the user deleted his account from his phone and then made the resync. It worked fine until the afternoon, where his inbox got frozen again. The user didn’t tell me anything, so I didn’t do anything to solve it.

Today it began to work again by itself until 10:13 am, it got frozen again. I took a dump and sent it to IBM to analyze.

Seeing the dump file, everything seems OK, I can’t understand why is not working fine.

Last Sync: Thursday, April 24, 2014 10:40:41 AM ART Auto Sync Device State: Active and waiting for a message from the device Auto Sync Connection State: Disconnected at Thursday, April 24, 2014 10:13:58 AM ART DeviceAutoSync (Peak) Always Connected DeviceAutoSync (OffPeak) Always Connected

I ran a fixup on the database and then the state becomes:

[04C0:0D5D-1018] Device State: Active

A few minutes later it updated like this:
[04C0:0DBD-109C] Device State: Active and waiting for a message from the device [04C0:0DBD-109C] Connection = Disconnected (Thu Apr 24 11:38:13 ART 2014) [04C0:0DBD-109C] Last Message Received = Thu Apr 24 11:37:05 ART 2014

Suddenly it began to work and then stops again. Sometimes fixup do the trick, sometimes not. Sometimes there is a hung thread, sometimes there is not (now the server status in Green, no hung thread).

This is driving me crazy!