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Check the log.nsf and see for "Notes Traveler: WARNING/SEVERE", this will tell you what the server is doing when you are trying to retrive the mails.. If it says Failed to connect to the database then issue could be the traveler server is unable to connect to the home mail server of the user.... Try getting the exact error message which can guide towards resolution..
Feedback response number WEBB83UHL5 created by ~Jennifer Nonboosimanetsi on 03/24/2010