Traveler - Telstra NextG won't talk

HCL Domino Domino Forum
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Probably only an Australian issue but…we mostly use Vodafone as a mobile carrier & I can connect my Traveler client happily through the Vodafone GPRS network using mostly standard ports (http on 88, rather than 80 but otherwise factory default).

One of the managers here uses Telstra rather than Vodafone as this works noticeably better where he lives. However, I cannot get Traveler to talk to my server on the Telstra NextG network. The phone connects to the Internet OK but then gets a “failed to communicate with server (-1)” message. It can’t be my configuration as this has not changed.

The handheld I am using for this is a i-Mate Jama 201 running Windows Mobile 6.

any ideas ?

thanks.

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Subject: RE: Traveler - Telstra NextG won’t talk

One device not working but others working certainly makes it less obvious as to what is going on, but here are some things to check. After that, you’ll need a PMR so that we can work through the issue and get some logs.

There is a general Troubleshotting guide available online. IBM Lotus Notes Traveler 8.0.1 - Troubleshooting

http://www-1.ibm.com/support/docview.wss?&uid=swg21294566

Other things to try/answer:

  1. If you put your Vodaphone sim in the device, does it work? If that doesn’t work, try a different ID too - to rule out a user specific issue (although I doubt it is from what you described).

  2. If ActiveSync is an option (I know some people refuse to use it, and that’s fine), does ActiveSync work with that device? If so, then it really is the Telstra network.

  3. From the iMate, try the web browser to hit the servlet (http://<>/servlet/traveler by default).

As far as what may be going on with Telstra, my guess would be some sort of network proxy. If you are using SSL, there might an issue that was fixed in 8.0.1 and included in 8.0.1.2; this shows up as unzip errors on the server. I doubt you are hitting this b/c you aren’t reporting an y communication on the server. If you are not using SSL, then this wouldn’t apply.

If this doesn’t help resolve the problem, you will need a PMR for logs to be checked.

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Subject: able to talk to servlet but still not through client

Hi !it is actually a single device that I have been using for this so I think I can eliminate anything weird with the actual phone. What I have been doing is swapping out the simm on this single device - works fine on Vodafone; take the Vodafone simm out & put in the Telstra simm and no longer talks. I have also tried with different user names & the same results.

I took your advise of attempting to connect to through the web browser to the servlet (http://<>/servlet/traveler) & it works perfectly - it lets me login & put in the details and then authenticates. When I hit “show” it comes back with “MobileXP: Waiting for Messages from device and the following changes are pending synchronization: mail:add/update/delete, calendar:add/update/delete.”

I am not using SSL and I’m not getting unzip errors on the server.

If this doesn’t help resolve the problem, you will need a PMR for logs to be checked. I’m happy to do this but I’m not sure that the logs really have a lot to say - all I’m getting is a flash screen saying “There was an error reading your configuration.” and the logs saying “Lotus Traveler could not communicate with the Lotus Traveler server (-1)”

I looked in the Troubleshooting page you suggested and could not see any give-aways there. The only thing that I didn’t understand was how to do a “check server” command ?

thanks.

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Subject: RE: able to talk to servlet but still not through client

Swapping the sim was a good thing to try and provided some useful information.

My suspicion is that Telsta might be using some sort of Proxy which would keep the network names from resolving as expected. We have run into some issue with proxies with AT&T in the USA. It was using the Treo 750 device, so it was a different device on a different network, but it sounds like a similar issue.

To resolve the Treo 750 issue with AT&T’s proxy, we modified a registry setting, soft reset, and it worked:

Check the proxy setting in the registry:

[HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings]

The default setting (that uses the proxy) is:

“EnableAutoDetect”=dword:00000000

Change it to:

“EnableAutoDetect”=dword:00000001

In Traveler, we tried to detect this state and change the registry entry the first time Traveler is run. So, it may already be a 1. If it is a 1, you could try a 0 there, but I doubt it will work (but shouldn’t hurt to try). All of the standard warnings apply regarding modifying the registry.

Also, if you went through the Traveler Configuration Wizard with the Vodafone sim in the device, it may have missed the setting and not changed it.

The “Check Server” is on the Tools submenu of the Traveler menu. That means it has to be configured already (such as using Vodafone and then swapping the sim). That just makes a request to the Traveler servlet to see if the server is there. From what you have written, I doubt this would work for the same reason config is not working.

To clarify, I assume the Traveler Configuration Wizard is what is not working on Telstra and therefore blocks all Traveler actions. If you can get the configuration to work but then the sync fails (you mentioned the error in the log, but I’m not sure which operation you were performing at that time), that would be interesting because they are both calling the same servlet (but from different parts of the code). I recall the config working but sync failing back when we first encountered a proxy issue with AT&T, but that might have been some other problem (the SSL problem I mentioned) and not really a proxy related problem.

I googled a bit for Telstra and proxy and found some interesting posts/references. I don’t know if they would help or not, but you might find some things to try. Or, maybe Telsta itself could provide some information as to what is going on.

You are right about the log not showing much (other than the error). There is also a trace file that Traveler keeps (based on the Logging Level in the Traveler Settings) additional information. This additional information is very debug-like and hard to interpret, but that would be the point of the PMR. I don’t think you need a PMR yet, but that is why I would want the PMR.

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Subject: RE: able to talk to servlet but still not through client

that’s great…thanks for putting so much effort into answering…

sorry to sound dumb but I assume that the registry setting that you are talking about is on the Domino server that hosts the Traveler service.

I will try this later today.

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Subject: Where can i found the servlet folder

I just installed the 8.0.1 server and Traveler 8.0.1., after start the server, the HTTP and Traveler were start successfully,but i get the following msg >>13/08/2008 08:55:27 AM HTTP JVM: File or directory C:\Program Files\Lotus\Domino\data\domino\servlet does not exist

I can’t find the servlet folder on the above path nor the whole driver. Will this file create automatically after install Traveler?

Please assist, Thanks!

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Subject: RE: Where can i found the servlet folder

This is unrelated to this thread, so I started a new one for this question.

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Subject: could not find this particular key in my Domino server registry (?)

could not find this particular key (EnableAutoDetect) in my Domino server registry (?)

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Subject: RE: could not find this particular key

Sorry about that. It’s in the registry on the device - not the Domino server.If you don’t have a device registry editor, you can find some free ones on the web.

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Subject: changed registry key but reverts every time I start Traveler

Hi !found a registry editor - when I check

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings

“EnableAutoDetect” is set to dword:00000001

I then change it to:

“EnableAutoDetect”=dword:00000000

and it all looks fine until I start Traveler again & it reverts back to 1 again (and still won’t connect).

You mention that Traveler changes the registry the first time Traveler is run. Can you think of any way we can fool this so that it thinks it has already been through this process.

thanks.

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Subject: RE: changed registry key but reverts every time I start Traveler

Traveler has a registry key that controls that logic. Here is the note I have for myself on how to do it:

How to keep Traveler from modifying the proxy registry value?

Traveler has a registry key, EnableAutoDetect, under HKLM\Software\IBM\Lotus\Notes Traveler\Service

which controls whether or not Traveler will modify the EnableAutoDetect key in

Software\Microsoft\Windows\CurrentVersion\Internet Settings that controls the proxy.

1 - Traveler will set the proxy registry key/value

0 (or does not exist) - Traveler will not set the proxy registry key/value

I have little hope that 0 will work, but hopefully it will. If it doesn’t work, you will need to open a PMR. For the PMR, please set the client logging level to High and recreate. Then create a Traveler Problem Report on the device and include that with the PMR because we will need to look at the trace files. You can tell support that you have talked to me and that should help get the PMR to the proper level.

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Subject: EnableAutoDetect - toggling made no difference…

Hi !the EnableAutoDetect key was not there in HKLM. I entered it and tried with both 0 & 1 settings but had no joy either way.

Happy to create Trveler Problem Report but not sure where to set client logging level to High. Can you please advise ?

thanks.

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Subject: Logging level high Setting

Traveler - Menu - Settings - Logging.You will want to change the level to high and the size to something between 1000 and 2000.

After you change that, run the same steps that have been giving you the errors.

Then, create a Problem Report (under the Tools menu and documented in the troubleshooting guide:

http://www-1.ibm.com/support/docview.wss?&uid=swg21294566

) and include it with the PMR that needs to come to L3.

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Subject: gotcha prevented change of setting ! Talked client into changing carrier ? ! ?

Hi !sorry it took me a little while to come back to this - the person with the phone was out of the office for a few days…

When I finally grabbed his iMate I had hoped that this was a registry setting that would change this for the logging level. I soon realised that it HAD to be done on the SmartPhone…problem here was that I couldn’t get to that setting as it was getting stuck in the original configuration issue and would not get far enough to be able to change this setting.

Based on this & a few other things I convinced this guy to change his carrier…I genned this up with Vodafone & within 5 minutes everything was connecting up perfectly.

THANKS SO MUCH FOR ALL YOUR HELP & PERSISTENCE IN DEALING WITH THIS ISSUE OVER THE LAST COUPLE OF WEEKS - IT HAS BEEN VERY MUCH APPRECIATED.