Skip to main content link. Accesskey S
  • HCL Logo
  • HCL Notes and Domino wiki
  • THIS WIKI IS READ-ONLY. Individual names altered for privacy purposes.
  • HCL Forums and Blogs
  • Home
  • Product Documentation
  • Community Articles
  • Learning Center
  • API Documentation
Search
Community Articles > IBM Notes Traveler > Best Practices: Submitting a problem report from a device.
  • Share Show Menu▼
  • Subscribe Show Menu▼

Recent articles by this author

Trash folder does not sync to any device

This is a current limitation with Lotus Notes Traveler that we are working to get posted into the Info Center.  The issue with the Trash folder is that it is not a real folder in the mail file.  It is a view, like All Documents view and special handling would be required to handle it like a ...

Best Practices: Submitting a problem report from a device.

The intent of this article is to bring together in one location the best practices for reporting a problem to the system administrator from an end user's device.  A good Traveler Problem Report (TPR) is invaluable to the system administrator when working with Lotus Notes Traveler support to ...

Complete Install required for automated Apple profile creation.

The auto profile generation feature for Apple devices only works if you select Complete during installation of the Lotus Traveler 8.5.1 Server.   If you just install the Server piece, the Apple devices will work fine, but the profile will need to be created manually.  See the Info Center for more ...

Forwarding doc links with Lotus Traveler

If using iPhone with Lotus Notes Traveler and you reply to or forward an e-mail that contains a Notes document or database link, the link will be broken when recieved by the recipient.  This is function as designed.  As a security measure any Notes/Domino links that come from an outside source are ...
Community articleBest Practices: Submitting a problem report from a device.
Added by ~Manny Nontoopullen | Edited by ~Zelda Chutumisonakoi on August 25, 2010 | Version 6
  • Actions Show Menu▼
expanded Abstract
collapsed Abstract
No abstract provided.
Tags: TPR, Lotus Notes Traveler, iPhone, servlet

The intent of this article is to bring together in one location the best practices for reporting a problem to the system administrator from an end user's device.  A good Traveler Problem Report (TPR) is invaluable to the system administrator when working with Lotus Notes Traveler support to resolve problems. Often the problem resolution is delayed by weeks as Lotus support staff try to obtain a TPR from the System Administrator, who in turn has to obtain the TPR from the end user experiencing the problem. Note the steps below are different depending on device type.

 

Windows Mobile Devices

  • Once a problem is encountered turn logging on:   Click Lotus Traveler icon -- Menu -- Settings -- Logging -- Logging -- On
  • Reproduce the Problem if possible. It is important to demonstrate the problem with logging turned on.
  • Submit a TPR:  Click Lotus Traveler icon -- Menu -- Tools -- Report a problem.
  • The logs from the device will be collected and sent to the server and typically stored in the IBM_TECHNICAL_SUPPORT/traveler/logs/tprs folder.
  • If the problem is connectivity related, it is possible the log files will not be sent to the server. In this case copy the TPR zip file from the "Program Files/Lotus Traveler/logs" directory of the device to a connected laptop. Use the Problem Report feature of the Lotus Traveler servlet to upload the zip file. The servlet can be accessed at http://hostname/servlet/traveler. If using SSL then use https instead of http in the browser URL.
  • Notify the System Administrator of the problem. Be sure to include as much detail as possible and steps to reproduce.

Nokia Devices

  • Once a problem is encountered turn logging on:   Open Lotus Traveler and select Options --> Settings --> Logging --> On
  • Reproduce the Problem if possible. It is important to demonstrate the problem with logging turned on.
  • Submit a TPR:  Open Lotus Traveler and select Options -- Tools -- Report a problem.
  • The logs from the device will be collected and sent to the server and typically stored in the IBM_TECHNICAL_SUPPORT/traveler/logs/tprs folder.
  • If the problem is connectivity related, it is possible the log files will not be sent to the server. In this case copy the TPR zip file from the "C:/data/LotusTraveler/" directory of the device to a connected laptop. Use the Problem Report feature of the Lotus Traveler servlet to upload the zip file. The servlet can be accessed at http://hostname/servlet/traveler. If using SSL then use https instead of http in the browser URL.
  • Notify the System Administrator of the problem. Be sure to include as much detail as possible and steps to reproduce.

Apple Devices

 

Unfortunately Apple Devices do not have a Lotus Notes Traveler client and therefore have no logs to submit. The best thing to do for these devices is to submit a TPR from the Lotus Traveler servlet pages using any connected web browser. The servlet can be accessed at http://hostname/servlet/traveler. If using SSL then use https instead of http in the browser URL. Additional files may be uploaded as needed. For example you may want to upload a particular e-mail that doesn't sync, or upload screen shots or text documents of error messages etc. Be sure to also notify the System Administrator of the problem and include as much detail as possible.  The resulting TPR will be written to the sever typically in the traveler/logs/tprs folder.


  • Actions Show Menu▼


expanded Attachments (0)
collapsed Attachments (0)
Edit the article to add or modify attachments.
expanded Versions (1)
collapsed Versions (1)
Version Comparison     
VersionDateChanged by              Summary of changes
This version (6)Aug 25, 2010, 1:39:49 AM~Zelda Chutumisonakoi  
expanded Comments (0)
collapsed Comments (0)
Copy and paste this wiki markup to link to this article from another article in this wiki.
Go ElsewhereStay ConnectedAbout
  • HCL Software
  • HCL Digital Solutions community
  • HCL Software support
  • BlogsDigital Solutions blog
  • Community LinkHCL Software forums and blogs
  • About HCL Software
  • Privacy
  • Accessibility