There are two basic types of problems to consider when gathering logs: user problems and server problems. User problems include device connectivity and sync related issues. Server problems include server reliability and configuration issues.
For versions of Lotus Notes® Traveler 8.5.2 and later, the location for log files has changed. They are now located in the <data>/IBM_TECHNICAL_SUPPORT/traveler
directory. In addition, Java™ dump files are now created in the <data>/IBM_TECHNICAL_SUPPORT
directory, as opposed to the <DominoProgramDirectory>
as it was in previous release..
Log collection for user-based problems
Perform the following procedure to generate a good set of logs for troubleshooting a user-based problem.
- Increase the log level for a specific user that is exhibiting the problem by running the following command:
tell traveler log adduser finest <username>
- Ask the user to reproduce the problem and submit a Traveler Problem Report (TPR). For more information, see Device logs.
- After the user submits the TPR, run the following command:
tell traveler dump <username>
- Run the log collect command. This copies all log files to <data>/IBM_TECHNICAL_SUPPORT/traveler/logs/<datestamp> for easy submission.
tell traveler log collect
- Zip the contents of the <datestamp> directory and submit to IBM® Lotus Support.
Log collection for server-based problems
Perform the following procedure to generate a set of logs for troubleshooting a server-based problem.
- Increase the logging for the system by running the following command:
tell traveler log level finest
- Reproduce the problem.
- Generate a Traveler server system dump by running the following command:
- Run the log collect command. This copies the log files to <data>/IBM_TECHNICAL_SUPPORT/traveler/logs/<datestamp> for easy submission:
tell traveler log collect
- Zip the contents of the <datestamp> directory and submit to IBM Lotus Support.
Domino logging considerations
In addition, it is often useful to collect Domino® log files. Perform the following procedure to produce the Domino log files:
- If the issue is a server performance or reliability problem, generate a Notes® System Dump (NSD), preferably at the time the problem first appears. The NSD application is located in the Domino Programs directory and can be run from a command prompt.
- If users are experiencing connectivity or authentication errors, it is helpful to have HTTP traces. To do so, run the following command:
tell http debug thread all
- If messages related to the problem display on the Domino console, then enable console logging by running the following command:
- If you collect the Domino logs, zip the contents of the IBM_TECHNICAL_SUPPORT directory and submit it to IBM Lotus Support.
Checkpoints before submitting the logs for review
To better aid the Lotus Support staff in troubleshooting the problem, review this checklist before submitting logs for a problem report.
- If the issue is a user problem, verify that the user is running a client that matches the level of Lotus Traveler Server. The version number is the first line of the log.html file in the TPR submitted from the device. It matches the version and build number in <data>/traveler/cfg/client/VersionInfo.txt. If it does not match, ask the user to upgrade to the latest client and see if the problem can be reproduced.
- Check to see if the NTSActivity* log files contain data that match the date and time of the TPR. If the logging level is set too high, these files can wrap quickly. There are settings on the Lotus Traveler tab that can be changed to increase the number and size of the NTSActivity logs. Although in most cases, increasing the logging level for the users effected is sufficient.
- If you are reporting a user problem, always include the user name and the device type/model being used.
- If you are reporting a connectivity problem, then also report the connection type (for example, WiFi or 3G) and the device carrier.
Parent topic: Gathering log files for support