Traveler does not sync inbox/sent but can send mail after updating to version 14

HCL Domino Domino Forum
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1

We have one unique Domino Server R12 + Traveler 11 running on WindowsServer, working ok, traveler, inotes, etc, etc.

After an upgrading "in place" to Domino R14 + Traveler 14 .... inotes is working ok, notes ok, but devices with HCL Verse (android and iphone) has strage problem to sync (hcl verse app):

  • don´t sync inbox and send items.
  • If we send an email from hcl verse app, mail is sended ok to external and internal recipients.
  • If we delete the hcl verse app and reinstall it, the emails are synchronized ok but only the emails that existed before the migration, not the new ones.

Other validations:

tell traveler status -> is green (ok)

HCL Verse app logs -> Full Sync: Updated (ok)

if we access to https://traveler.xxxxx.com/traveler from a browser, traveler is available (ok)

It is very strange, because on the phones there are no synchronization or connection errors on app logs, the Traveler service is in green status, the service is shown as available at www.xxxx.com/traveler ... what other validations or console commands can we execute?

thanks

2

Did you upgrade Domino first before Traveler?


Planning HCL Traveler upgrades
https://help.hcl-software.com/domino/14.0.0/admin/planning_hcl_traveler_upgrades.html

Happening to all user?

You can try to issue the command "tell traveler user <username>" to see if the database is being monitored and auto sync is enabled.

3

we executed tell traveler user XXXX command with these result

Community-Pasted-Attachment-1723125540236.png644×359 274 KB

and this command to tell traveler push enable "XXXXXX" to "enable monitoring"

But .... when executed tell traveler user XXXX again ... monitoring of the database ir still disabled

also, we execute tell traveler DbRecordsCheck repair 1000 but the problem still persists.

also, we execute tell traveler reset device XXXXX to "force sync"

New email synchronizations are not received from the phones, but if a user sends a new email from verse app ... the email is sent without problems

they are another traveler command that we can try to enable/force sync / monitoring ¿?

4

Hello,

I will suggest you to run the Traveler setup again on the same server.

So it will just fix the missing links, files if any. (Do not uninstall the Traveler).

Also please check if any errors on server console are received for Traveler ?

Also during starting Traveler task do you see any errors ?

Do you have the notes.ini parameter "NTS_USER_SESSION=false" present in the server ?

If yes then please remove it because this parameter used to work till Traveler 11 but then in later versions it didn't work.

Thank you.

Sandeep

5

Hello,

To diagnose the issue, execute the "DbRecordsCheck" command on your Traveler server. This process takes some time and it involves reviewing all sync state entries for all users and devices.
It will identify which users have missing device records by comparing the table of documents that should be synced.

Below are the commands:
Example:
tell traveler DbRecordsCheck show 1000

Or if you directly want to repair by resetting the users:

Example:
tell traveler DbRecordsCheck repair 1000
The number is the maximum number of users that should be checked/fixed.

Note: The command runs a while (it could be 1 hour or more for 1000 users) and checks one user after another. So we would suggest you to run this command post business hours.

Regards

Hitesh G

6

After running several traveler commands, defragmenting the database, rebooting the computer, etc, etc. I saw this error that very randomly appeared in the Domino console:

mm/dd/yyyy hh:mm:ss Error connecting to server ACME/XXX: The remote server is not a known TCP/IP host.

We tried running a trace ACME/XXX (from the ACME server itself), and indeed no IP was resolved. However, a ping ACME from Windows Server did resolve it. Strange, right?

We ran a trace x.x.x.x (the server's IP) on Domino Console , to force the server to find itself, then we ran the same first command that hadn't worked trace ACME/XXX but this time it did resolve the IP, and bang!, all the phones that had stopped synchronizing started working without problems.

This error "Error connecting to server ACME/XXX: The remote server is not a known TCP/IP host." started happening after upgrading from Domino 12 to Domino 14. Has anyone else had a similar experience?

7

Hello @Federico Acevedo

Mentioned error message: "Error connecting to server ACME/XXX: The remote server is not a known TCP/IP host." would be received when Traveler is installed on the same server as a mail server and when the Domino server does not know how to connect to itself.

Please refer to the article below for information.

URL: https://support.hcltechsw.com/csm?id=kb_article&sysparm_article=KB0035181

Hope this helps,

Regards,

Pramod