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 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.

• 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.

• 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.

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.