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Below are some things you can investigate and monitor when you are having issues with BlueMind synchronization on mobile devices.

Trouble connecting

Symptoms: Connection fails despite correct server and identifier settings

Actions: Make sure the device has permission to connect to the server:

  • Domain-wide permission: you can allow all BlueMind users to connect to a mobile device. To do this, go to System Management > System Configuration > EAS Server tab and check the box "Allow unknown devices":
  • User-specific permission: if the permission above isn't enabled, you can allow specific users and specific devices to synchronize with BlueMind. To do this:
    • configure the device and make a connection request
    • go to the user's administration card > Maintenance tab
      The device will be listed with the corresponding row grayed out and no last sync date:
    • Check the box at the beginning of the row
      Note: if domain-wide permission has been enabled, these boxes will not be checked
    • Confirm the permission request
      Note: There is no need to click "Save". The permission is effective immediately.
    • Restart synchronization on the mobile device

Issues with message synchronization

Symptoms: some folders are missing or inbox contents are not shown

Cause: folder hierarchy is probably corrupt

Actions: you must repair the inbox:

  1. Run check&repair: go to the user's administration card, Maintenance tab, "Validate User" section, click the "Execute" button:
  2. If this doesn't work, and the user continues to encounter the same issues, check the EAS logs (/var/log/bm-eas/eas.log et /var/log/bm-eas/user-eas-<identifiant>.log) and core logs (/var/log/bm/core.log) during check&repair:
    • check the files at the time when the above operation was carried out
    • restart the operation above after putting a tail on the files
    Open a ticket including the information collected if it hasn't enabled you to find the cause and resolve the issues.
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