Frequently Asked Questions
We have assembled a list of the most common questions and answers about Traveler Companion below. If you are having problems with Traveler Companion, please look over this information first to see if your question has already been answered. If you need to submit feedback or a bug report please read topics 9-10 for instructions.
1. I am having problems receiving or sending encrypted mail using Traveler Companion 2.0.6 or later.
Symptom: When trying to open an encrypted message, Companion may report an "invalid username or password" even though the credentials were entered correctly. Or you may receive an error when saving the settings in Companion.
This is likely due to a combination of using session authentication on the Domino server and a bug in the Domino HTTP component. The bug affects Domino 8.5.3 and earlier. A Domino hotfix is available by opening a PMR and requesting the Domino WebServer support team. Please reference 853HF494 (SPR SEGN8SBJP5) in your PMR and specify the server version and specific O/S level you are running to receive the hotfix.
Note: This issue has been resolved in Domino 8.5.3FP2 and later versions.
If you are experiencing the same problem with Traveler Companion 2.0.5, please upgrade to 2.0.6 in the App Store in addition to obtaining the server hotfix.
2. What is Traveler Companion and what can it do for me?
Traveler Companion is an iPhone, iPad, and iPod Touch application that works with your existing IBM Notes Traveler mail account to allow you to read encrypted Notes mail on your Apple device. Version 2 of Traveler Companion adds the ability to compose, reply to, or forward encrypted mail messages. All messages sent from Traveler Companion are encrypted using Notes standard encryption.
3. What do I need to have to use Traveler Companion?
You need an iPhone, iPod Touch, or iPad with iOS 4.3 or later to use Traveler Companion. You also need an existing IBM Notes Traveler mail account on your device. Your IBM Notes Traveler server must be at at least version 18.104.22.168 and it must have Apple encryption support enabled. If you're not sure if you meet these requirements, please ask your IBM Notes Traveler or Domino administrator. You must also have a Notes ID stored in your mail file or placed in a credential vault. Please see question 7 if you're not sure how to store your Notes ID in your mail file.
4. How do I install Traveler Companion?
Traveler Companion is available from the Apple App Store. The simplest way to install it is to use the App Store app on your device to search for Traveler Companion and then install Traveler Companion from its app entry.
5. Once Traveler Companion is installed how do I configure and use it?
To configure Traveler Companion, open your IBM Notes Traveler mail account on your device, find an encrypted mail message, and activate the Traveler Companion link it contains. If you don't see a link, please read question 6 to see how to solve this. Activating the link will launch Traveler Companion and bring up a settings panel. Your server address will be pre-filled, but you should verify that it is correct. The server address will usually match the server address in your Traveler mail account settings. You will also need to fill in your IBM Notes Traveler user name and password. This is the same user name and password that you would use to visit the IBM Notes Traveler server user page and will often be the same as the user name and password specified in your IBM Notes Traveler mail account settings on your device.
There is a button labeled "Require SSL" that controls whether Traveler Companion is allowed to connect to a server using an unencrypted connection. We recommend that "Require SSL" is always set to Yes unless your Traveler administrator instructs you specifically to change it. We also recommend leaving "Allow invalid certificate" off, which will cause you to be prompted when there are problems with the server certificate that could indicate a security issue.
Once your settings have been successfully saved, Traveler Companion is configured and ready to use. When you activate a Traveler Companion link in an encrypted email, you will be prompted for the password for the Notes ID stored in your mail file or credential vault. Once the password has been successfully entered, Traveler Companion will download and display the encrypted email.
6. I don't have a Traveler Companion link in my encrypted mail messages. What should I do?
You will need your IBM Notes Traveler administrator's help to fix this. There are two possible causes. First, your IBM Notes Traveler server may be on an older code level. Traveler Companion requires at least version 22.214.171.124 of the IBM Notes Traveler server. This fix level version was released in January 2010 and can be obtained from IBM Passport Advantage or Fix Central. The release notes are available from http://www-01.ibm.com/support/docview.wss?uid=swg24019529&aid=2. If your IBM Notes Traveler server is at the latest code level, your administrator may not have turned on support for Traveler Companion. The instructions for enabling this support are available in the release notes at the above location, and are reproduced here for convenience:
To enable this feature:
1. Edit the file <domino data directory>\traveler\cfg\NTSConfig.xml. (This step is only required for Traveler server versions before 8.5.3. As of 8.5.3, the property is set to true by default.)
In the section of the file under <COMPONENT COMPONENT_TYPE="TrueSyncServer">, add this line:
<PROPERTY NAME="TSS_APPLE_ENCRYPT_ENABLED" VALUE="true"/>
Save and close the file.
2. Perform either (a) or (b) below depending on the product version and address book template:
a. For Traveler/Domino 8.5.2.x with a names.nsf at the 8.5.2 or higher template version, set the External Server URL in the Server document as described here:
b. For Traveler/Domino 8.5.1.x with a names.nsf at the 8.5.1 or below template version, set the External Server URL in notes.ini as described here:
Add the following parameter to the notes.ini file for your IBM Notes Traveler server:
NTS_EXTERNAL_URL=http(s)://(external url used by device)/servlet/traveler
The value of this parameter should be the URL used by Apple devices to connect to the IBM Notes Traveler server. If there is a proxy in front of IBM Notes Traveler, then this URL will be the host name of the proxy instead of the actual IBM Notes Traveler server. For example:
3. Restart the IBM Notes Traveler server.
Once this process has been completed, encrypted mail messages will contain a link for Traveler Companion.
7. How do I know if I have a Notes ID available for decrypting mail messages, and if I don't, how do I fix this?
For mail decryption to operate, the Notes ID file must be either uploaded to the mail file or placed in a credential vault by your Domino administrator. If you are able to send and receive encrypted email from IBM iNotes, you should already have a Notes ID file available for Traveler. To check your Notes ID status and, if necessary, upload your Notes ID file to the mail file:
1. From a computer where you IBM Notes or have a copy of your Notes ID file, open a web browser to http://yourserver/servlet/traveler.
NOTE: If your server is using SSL then open a web browser to https://yourserver/servlet/traveler.
2. Select Manage the Notes ID. If you already have a Notes ID available the page that appears will tell you this. In this case it is not necessary to proceed any further.
3. Select Upload the Notes ID.
4. In the Notes ID File field, enter the location of your Notes ID file.
5. In the Password field, enter your Notes ID password.
6. Select Upload Notes ID.
8. What do I need to do if my password changes?
Depending on the security policies that your organization has in place, you may be required to change your passwords periodically. If your IBM Notes Traveler password changes, you will need to change your IBM Notes Traveler password in the Traveler Companion Settings panel.
If you need to change the password on your Notes ID file, you can do so through IBM Notes Traveler or IBM iNotes. If you are using a vaulted Notes ID, you may also change your password through the IBM Notes client. These instructions are for using IBM Notes Traveler to change your Notes ID password. Please see the IBM Notes Infocenter for information on using the other procedures.
NOTE:You only need to change the password once, so if you have changed your Notes ID password using IBM iNotes or IBM Notes, you do not need to follow this procedure.
To use IBM Notes Traveler to change your password, perform the following procedure:
1. Open a web browser to http://yourtravelerserver/servlet/traveler. You can do this from another computer or from your Apple device.
NOTE: If your server is using SSL then open a web browser to https://yourtravelerserver/servlet/traveler.
2. Select Manage the Notes ID.
3. Select Change the Notes ID Password and follow the instructions.
Once your password has been changed, you will need to supply the new password the next time Traveler Companion prompts you for your Notes ID password.
9. I have a support contract for Notes Traveler. What kind of support am I entitled to for Traveler Companion?
If you are having problems with the application, you are encouraged to contact IBM support to open a PMR. Through the support process, we will determine if the problem exists in the Traveler Companion app or the Notes Traveler server. Server-related problems will be addressed, and fixes made available through the IBM Passport Advantage support process. If your PMR requires a fix to Traveler Companion, the fix will be considered for an updated version of Traveler Companion to be made available via the Apple App Store. Please note that the delivery schedule and process for obtaining Traveler Companion updates and fixes differs from IBM Passport Advantage support, due to the Apple App Store being the distribution channel.
10. I think I have found a bug in Traveler Companion. What should I do?
If you think you have found a problem with Traveler Companion, please open a PMR and describe the problem. If possible, please collect a log from Traveler Companion when the problem happens and include this in the PMR. You can access the log in version 2.0.8 or later by doing the following:
1. In version 2.0.8, choose "View Application Log" from the Settings panel and press the "forward" button (the icon with an arrow) to e-mail the log to yourself or your administrator to include in the bug report.
2. In version 2.0.9 or later, launch Companion from the home screen and choose "Help and Support." From the Support screen, press "View Log" and then press the "forward" button (the icon with an arrow) to e-mail the log to yourself or your administrator to include in the bug report.
Be sure to include a detailed description of what device you have, what behavior you are seeing and what you expected instead. For problems with the rendering of emails, screenshots are often helpful. You can take a screenshot on your Apple device by holding down the power button and pressing the home button at the same time.
If you are having problems configuring Traveler Companion, you should contact your Notes Traveler administrator first to ensure that your settings are correct.