Novell GROUPWISE 7 - TROUBLESHOOTING 2 User manual

Novell
www.novell.com
novdocx (ENU) 01 February 2006
GroupWise 7 Troubleshooting 2: Solutions to Common Problems
GroupWise®
7
June 15, 2006
TROUBLESHOOTING: 2 SOLUTIONS
TO COMMON PROBLEMS

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5
Contents
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About This Guide 7
Part I General Troubleshooting Strategies 9
1 General GroupWise Troubleshooting Strategies 11
2 General Hardware/Network Troubleshooting Strategies 15
3 Useful Linux Commands for Administering a GroupWise System 17
3.1 Basic Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3.2 File and Directory Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3.3 Process Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
3.4 Disk Usage Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
3.5 Package Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
3.6 File System Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
3.7 Network Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Part II Strategies for Agent Problems 21
4 Post Office Agent Problems 23
5 Message Transfer Agent Problems 33
6 Internet Agent Problems 41
7 WebAccess Agent Problems 57
8 Monitor Agent Problems 61
Part III Strategies for Message Delivery Problems 63
9 Message Does Not Arrive 65
10 Message Delivery Is Slow 77
11 Message Has Undeliverable Status 81
12 Message Is Dropped in the problem Directory 85
Part IV Strategies for Administration Problems 87

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13 GroupWise Administrator Snap-In to ConsoleOne Problems 89
14 Document Management Services Problems 93
Part V Strategies for Client Problems 97
15 GroupWise Client Problems 99
16 GroupWise Remote Problems 105
A Documentation Updates 107
A.1 June 15, 2006. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

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7
About This Guide
This Novell®GroupWise®Troubleshooting 2 Guide provides troubleshooting strategies for
GroupWise problems that can occur with GroupWise clients, GroupWise agents, message delivery,
and ConsoleOne®. The guide is divided into the following sections:
•“General Troubleshooting Strategies” on page 9
•“Strategies for Agent Problems” on page 21
•“Strategies for Message Delivery Problems” on page 63
•“Strategies for Administration Problems” on page 87
•“Strategies for Client Problems” on page 97
Other sources of troubleshooting assistance include:
•Novell Support (http://support.novell.com)
•Novell Support Knowledgebase (http://support.novell.com/search/kb_index.jsp)
•GroupWise 7 Support Forums (http://support.novell.com/forums/2gw.html)
•Novell GroupWise Support Community (http://support.novell.com/products/groupwise)
•GroupWise Cool Solutions (http://www.novell.com/coolsolutions/gwmag/index.html)
Audience
This guide is intended for network administrators who install and administer GroupWise.
Feedback
We want to hear your comments and suggestions about this manual and the other documentation
included with this product. Please use the User Comment feature at the bottom of each page of the
online documentation, or go to www.novell.com/documentation/feedback.html and enter your
comments there.
Documentation Updates
For the most recent version of GroupWise 7 Troubleshooting 2: Solutions to Common Problems,
visit the Novell GroupWise 7 Documentation Web site (http://www.novell.com/documentation/
gw7).
Additional Documentation
For additional GroupWise documentation, see the following guides at the GroupWise 7
documentation Web site (http://www.novell.com/documentation/lg/gw7):
•Installation Guide
•Administration Guide
•Multi-System Administration Guide
•Interoperability Guide

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•Troubleshooting 1: Error Messages
•Troubleshooting 3: Message Flow and Directory Structure
•GroupWise Client User Guides
•GroupWise Client Frequently Asked Questions (FAQ)
Documentation Conventions
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items in a cross-reference path.
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trademark.
When a single pathname can be written with a backslash for some platforms or a forward slash for
other platforms, the pathname is presented with a backslash. Users of platforms that require a
forward slash, such as Linux*, should use forward slashes as required by your software.
When a startup switch can be written with a forward slash for some platforms or a double hyphen for
other platforms, the startup switch is presented with a forward slash. Users of platforms that require
a double hyphen, such as Linux, should use double hyphens as required by your software.

General Troubleshooting Strategies
I
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9
I
General Troubleshooting
Strategies
This part of Troubleshooting 2: Solutions to Common Problems helps you resolve GroupWise®
problems that are not related to specific error messages or components of your system. It can also
help with problems that have not been resolved by more specific troubleshooting strategies.
•Chapter 1, “General GroupWise Troubleshooting Strategies,” on page 11
•Chapter 2, “General Hardware/Network Troubleshooting Strategies,” on page 15
•Chapter 3, “Useful Linux Commands for Administering a GroupWise System,” on page 17
Other sources of assistance include:
•Novell®Support (http://support.novell.com)
•Novell Support Knowledgebase (http://support.novell.com/search/kb_index.jsp)
•GroupWise 7 Support Forums (http://support.novell.com/forums/2gw.html)
•Novell GroupWise Support Community (http://support.novell.com/products/groupwise)
•GroupWise Cool Solutions (http://www.novell.com/coolsolutions/gwmag/index.html)

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General GroupWise Troubleshooting Strategies
1
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11
1
General GroupWise
Troubleshooting Strategies
•“Checking GroupWise Agent Log Files” on page 11
•“Assigning a GroupWise Administrator” on page 11
•“Checking IP Addresses and Port Numbers for TCP/IP Links” on page 11
•“Recovering and Rebuilding Domain and Post Office Databases” on page 12
•“Analyzing and Fixing User and Message Databases” on page 12
•“Verifying GroupWise System Information” on page 12
•“Understanding Message Flow” on page 13
Checking GroupWise Agent Log Files
Problem: You are experiencing message delivery problems.
Action: Use the POA and MTA log files to help you track message delivery problems.
Set the logging level to Verbose so all processing information is displayed.
This information can help you determine what the problem is. You should also
verify that the information is being logged to disk. See the following sections
in the GroupWise 7 Administration Guide.
•“Using POA Log Files” in “Post Office Agent”
•“Using MTA Log Files” in “Message Transfer Agent”
•“Using Internet Agent Log Files” in “Internet Agent”
•“Using WebAccess Log Files” in “WebAccess”
•“Configuring Monitor Agent Log Settings” in “Monitor”
Assigning a GroupWise Administrator
Problem: No one is receiving error messages generated by the MTA and the POA.
Action: Make sure each domain has an administrator who receives error messages
generated by the agents. See “Notifying the Domain Administrator” in
“Message Transfer Agent” in the GroupWise 7 Administration Guide.
Checking IP Addresses and Port Numbers for TCP/IP Links
Problem: Incorrect IP addresses and port numbers can cause problems for the
GroupWise®client and agents when TCP/IP connections are used.
Possible Cause: The GroupWise client is set up with the wrong IP address and/or TCP port
number.
Action: Make sure the GroupWise client is set up with the correct IP address and port
number for the POA in each user’s post office. See “Client” in the GroupWise
7 Administration Guide.

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Action: Make sure the GroupWise name server is running so that IP addresses and port
numbers can be looked up automatically. See the “Simplifying Client/Server
Access with a GroupWise Name Server” in “Post Office Agent” in the
GroupWise 7 Administration Guide.
Possible Cause: The POA is set up with the wrong IP address and/or TCP port number.
Action: Make sure the POA is set up with the correct IP address and port number. See
“Using Client/Server Access to the Post Office” in “Post Office Agent” in the
GroupWise 7 Administration Guide.
Possible Cause: The MTA is set up with the wrong IP address and/or TCP port number.
Action: Make sure the MTA is set up with the correct IP address and port number. See
“Using TCP/IP Links between Domains” and “Using TCP/IP Links between a
Domain and its Post Offices” in “Message Transfer Agent” in the GroupWise 7
Administration Guide.
Possible Cause: Multiple programs on the same server are set up with the same TCP port
number.
Action: Make sure no duplicate port numbers are in use.
Recovering and Rebuilding Domain and Post Office Databases
Problem: Problems with a domain database (wpdomain.db) or post office database
(wphost.db) can cause access problems for GroupWise Administrator and
the GroupWise client, as well as cause message delivery problems. Database
problems can also cause information in your system to be out of sync (for
example, a user’s information in one post office being different than that user’s
information in another post office).
Action: See “Maintaining Domain and Post Office Databases” in “Databases” in the
GroupWise 7 Administration Guide.
Analyzing and Fixing User and Message Databases
Problem: Problems with a user database (userxxx.db) or a message database
(msgnnn.db) can cause users to lose access to their mailboxes, have
incorrectly displayed mailbox information, and have message delivery
problems.
Action: See “Maintaining User/Resource and Message Databases” in “Databases” and
“GroupWise Check” in “Standalone Database Maintenance Programs” in the
GroupWise 7 Administration Guide.
Verifying GroupWise System Information
Problem: Messages are not being delivered to post offices or domains, or you are
receiving excessive undeliverable messages.
Possible Cause: Link configuration problems with your GroupWise system can cause message
delivery problems.
Action: Check links between domains. See “Understanding Link Configuration” in
“Domains” in the GroupWise 7 Administration Guide.

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Action: Check links to post offices. See “Understanding Link Configuration” in
“Domains” in the GroupWise 7 Administration Guide.
Possible Cause: Incorrect object information can cause message delivery problems.
Action: Check Domain and Post Office object properties. See the following sections in
the GroupWise 7 Administration Guide:
•“Editing Domain Properties” in “Domains”
•“Editing Post Office Properties” in “Post Offices”
Action: Check Agent object properties. See the following sections in the GroupWise 7
Administration Guide.
•“Configuring the POA in ConsoleOne” in “Post Office Agent”
•“Configuring the MTA in ConsoleOne” in “Message Transfer Agent”
•“Configuring Internet Services” in “Internet Agent”
•“Configuring WebAccess Components” in “WebAccess”
•“Configuring the Monitor Agent” in “Monitor”
Possible Cause: Correct information is not being synchronized throughout your GroupWise
system.
Action: If information is correct in some places but incorrect in others, you can
synchronize GroupWise information. See “Synchronizing Database
Information” in “Databases” in the GroupWise 7 Administration Guide.
Understanding Message Flow
Problem: You are experiencing message delivery problems.
Action: Because each component (GroupWise client, POA and MTA) is responsible
for a specific area of message flow, knowing where the message flow has been
interrupted can help you discover which component is not functioning
correctly. See “Message Flow Diagrams” in GroupWise 7 Troubleshooting 3:
Message Flow and Directory Structure.

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General Hardware/Network Troubleshooting Strategies
2
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15
2
General Hardware/Network
Troubleshooting Strategies
•“Checking Available System Resources” on page 15
•“Checking Available Disk Space” on page 15
Checking Available System Resources
Problem: The GroupWise®agents cannot perform well when inadequate system
resources are available.
Action: Make sure the servers where agents run meet basic system requirements. See
“GroupWise System Requirements” in “Installing a Basic GroupWise System”
in the “GroupWise 7 Installation Guide”.
Checking Available Disk Space
Problem: When one of the GroupWise programs tries to create or modify a file and there
is not enough disk space available to complete the task, you generally receive a
disk full error message.
Action: Free up space on the disk.

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Useful Linux Commands for Administering a GroupWise System
3
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17
3
Useful Linux Commands for
Administering a GroupWise
System
Some GroupWise®administrators might be new to the Linux operating system. This section lists
Linux commands that can help you manage your GroupWise system on Linux.
•Section 3.1, “Basic Commands,” on page 17
•Section 3.2, “File and Directory Commands,” on page 17
•Section 3.3, “Process Commands,” on page 18
•Section 3.4, “Disk Usage Commands,” on page 18
•Section 3.5, “Package Commands,” on page 19
•Section 3.6, “File System Commands,” on page 19
•Section 3.7, “Network Commands,” on page 19
3.1 Basic Commands
The following basic commands are available in GroupWise:
3.2 File and Directory Commands
The following file and directory commands are available in GroupWise:
Command Description
man command Displays information about any Linux command, including the commands used to
start GroupWise programs.
whoami Displays who you are logged in as.
uname -a Displays the kernel version, along with other useful information
eject Ejects the CD from the drive.
Command Description
pwd Displays your current directory (“print working directory”).
ls -l Lists the files in the current directory, along with useful information
about them.
ls -al Includes hidden system files (those whose names start with a dot) in the
list.
more filename Pages through the contents of a file (forward only).

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3.3 Process Commands
The following process commands are available in GroupWise:
3.4 Disk Usage Commands
The following disk usage commands are available in GroupWise:
less filename Pages through the contents of a file and lets you page back up through
the file.
tail filename Displays the last 10 lines of a file. This is helpful for log files. (The head
commands displays the first 10 lines.)
cp source destination Copies a file or directory.
mv source destination Moves or renames a file or directory.
find starting_directory -name
filename
Find the specified file, starting in the specified directory. Specifying /
would start the find operation in the root directory.
grep string file Searches the specified file for the specific string of characters. This is
useful for locating specific information in GroupWise agent startup files.
mkdir directory_name Creates a new directory
rmdir directory_name Deletes an empty directory
rm filename Deletes a file
rm -r directory_name Deletes a directory and recursively deletes its contents.
cat filename Displays a file.
cat filename /printer_device Prints a file.
Command Description
top Lists all processes, sorted by CPU percentage with the highest at the top of
the list.
ps -eaf | grep program Lists all processes and their IDs associated with the specified program.
Wildcard characters can be used to list a group of related programs (for
example, gw*).
ps -aux | grep username Lists all processes and their IDs associated with the specified user.
kill process_ID Stops the specified process like a normal exit.
kill -9 process_ID Stops the specified process after it has failed to exit normally. Temporary
files are not cleaned up.
killall program Kills all processes associated with the specified program.
xkill Closes the window that you click on with the resulting box-shaped cursor.
Command Description

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3.5 Package Commands
The following package commands are available in GroupWise:
3.6 File System Commands
The following file system commands are available in GroupWise:
3.7 Network Commands
The following network commands are available in GroupWise:
Command Description
df Lists file system disk space usage in terms that make sense to your computer.
df -h Lists file system disk space usage in terms that make sense to humans.
du Lists disk space usage of each subdirectory below your current working
directory
du -s Lists the cumulative disk space usage of your current working directory.
du -s file_or_directory Lists the disk space usage for a file or the cumulative disk space usage for a
directory and its contents.
Command Description
rpm -qa | grep novell Lists all Novell®packages installed on your server
rpm -qi package_name Lists useful information about an installed package, such as name, version,
release date, install date, size description, build date, and so on.
rpm -ql package_name Lists where each file in the package has been installed
rpm -e package_name Uninstalls a package
Command Description
mount Lists the file systems that are currently mounted on
your server.
mount -t ncpfs //NetWare_server_DNS_name
/mountpoint_directory
-o user=username
-o ipserver=server_IP_address
-o server=server_hostname
Mounts a NetWare®server as a file system on your
Linux server.
mount -t smbfs //Windows_server_name/share
/mountpoint_directory
-o username=username
Mounts a Windows* server as a file system on your
Linux server.

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Command Description
ifconfig -a Lists the IP address and other detailed information about
the NIC in your Linux server.
hostname Displays the hostname of your server.
dig Displays host information about your server
netstat -lnp | grep program
netstat -lnp | egrep ‘program|program|...'
Lists the port numbers in use by one or more programs. It
is also a handy command for checking to see whether the
specified programs are currently running.
ping IP_address_or_hostname Checks to see if the specified server is responding on the
network.