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Coexistence Manager for GroupWise 1.7.1 - User Guide

About the Coexistence Manager for GroupWise documentation suite Introduction Coexistence Manager for GroupWise Directory Connector
Directory Connector overview Installation and configuration DC Management Console Connector Creation Wizard Connector Advanced Settings Running and stopping the Directory Connector service
Coexistence Manager for GroupWise Mail Connector Coexistence Manager for GroupWise Free/Busy Connector The Log Viewer Appendix A: Known limitations Appendix B: Troubleshooting Appendix C:Configuring Coexistence Manager for GroupWise logging

Appendix B: Troubleshooting

This Appendix describes the most common problems encountered when installing and using Quest's Quest Coexistence Manager for GroupWise, and provides suggestions and procedures that are most likely to resolve them. Virtually all of these issues are unique to particular Coexistence Manager for GroupWise components—the Directory Connector vs. Mail Connector vs. Free/Busy Connector. Such component-specific issues are listed and discussed separately, grouped by Coexistence Manager for GroupWise component, following the more general introductory notes and comments below.

Many issues can be resolved quickly by reviewing this short list of preliminary checks before calling Quest Support:

Review the component log file(s). You can find valuable information about component errors and warnings in the components’ respective log files. If you call Quest Support and a support engineer can't immediately identify the problem, typically he/she will ask for copies of your log files.
Verify System Requirements. Coexistence Manager for GroupWise problems are often traced back to inconsistences between the product’s System Requirements and the host network’s hardware or software specifications. You may therefore save yourself some time and trouble by simply comparing your local system to the Coexistence Manager for GroupWise System Requirements. System Requirements are documented in the Release Notes that accompany each Coexistence Manager for GroupWise release, and also in the Quick-Start Guide and User Guide.
Is this a known limitation or known issue? Check User Guide Appendix A: Known limitations, and the Known Issues section of the current Coexistence Manager for GroupWise Release Notes, to see whether the problem might simply be a known limitation of the process.
What has changed since the last server restart? Configuration values are normally updated only when a service is restarted. This can hide a pending problem for weeks or longer until an administrator restarts the services and the changes are applied.

Standard approach to troubleshooting

This Appendix describes the most common problems encountered when installing and using Quest's Quest Coexistence Manager for GroupWise, and provides suggestions and procedures that are most likely to resolve them. Virtually all of these issues are unique to particular Coexistence Manager for GroupWise components—the Directory Connector vs. Mail Connector vs. Free/Busy Connector. Such component-specific issues are listed and discussed separately, grouped by Coexistence Manager for GroupWise component, following the more general introductory notes and comments below.

Many issues can be resolved quickly by reviewing this short list of preliminary checks before calling Quest Support:

Review the component log file(s). You can find valuable information about component errors and warnings in the components’ respective log files. If you call Quest Support and a support engineer can't immediately identify the problem, typically he/she will ask for copies of your log files.
Verify System Requirements. Coexistence Manager for GroupWise problems are often traced back to inconsistences between the product’s System Requirements and the host network’s hardware or software specifications. You may therefore save yourself some time and trouble by simply comparing your local system to the Coexistence Manager for GroupWise System Requirements. System Requirements are documented in the Release Notes that accompany each Coexistence Manager for GroupWise release, and also in the Quick-Start Guide and User Guide.
Is this a known limitation or known issue? Check User Guide Appendix A: Known limitations, and the Known Issues section of the current Coexistence Manager for GroupWise Release Notes, to see whether the problem might simply be a known limitation of the process.
What has changed since the last server restart? Configuration values are normally updated only when a service is restarted. This can hide a pending problem for weeks or longer until an administrator restarts the services and the changes are applied.

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Directory Connector

A connector definition—the information that creates and characterizes a DC connector—is part of the configuration.xml file that governs the operation of the overall Directory Connector component. The DC configuration file may contain one, two or more connector definitions. The Connector Creation Wizard does not save connector definitions to disk; it only adds or edits them in the open DC configuration file, which then must be explicitly saved to disk. If you do not save the overall DC configuration file, any new connector definitions or changes to existing definitions will be lost when you exit the Management Console.

Verify that all CMG system requirements have been met (as documented in the most recent RTM Release Notes). And verify that you have a valid Quest License Key installed. For more information, see About Quest license keys in chapter 1. See also the next topic below: Management Console Cannot Start, Restart or Stop the Directory Connector Service.

If the Start, Restart or Stop command does not work (on the Management Console’s Common | Services screen), or if the Run Connector Now feature does not work (on the Directory Connector | Connector Settings screen), the likely cause is either:

Verify that the credentials you have entered in the Connector Creation Wizard are accurate, and correct them if they are not.

It is possible that access will fail even if you have configured the connector with the correct credentials, since a Username can be expressed differently in different contexts. For more information about this case, see the topic Novell directory or Active Directory server denies access... below.

If the Run Connector Now feature does not work (on the Directory Connector | Connector Settings screen), the likely cause is an incorrectly set comm port for the Management Console.

The Directory Connector needs to know which communications port to use for data transmissions between the DC service and the Management Console, on the server where these applications reside. The port number for this is set to 9081 by default, and this will be the correct setting in almost all environments.

But if port 9081 is assigned to some other service or function in your environment, you must change the communications port setting in the DC configuration file. To do this (if necessary):

1
Find and open the DC configuration file, in Coexistence Manager for GroupWise’s \Directory Connector\ folder (named Configuration.xml by default).
2
Find the <ServicePort>####</ServicePort> parameter, usually at or near the end of the <DirectoryConnectorSettings> section.
3
Change the value of the <ServicePort>####</ServicePort> parameter to the port number you want to designate as the Coexistence Manager for GroupWise DC communications port.

The account usernames required for access to the Novell directory and Active Directory can take different forms in different environmental contexts (including where the Directory Connector’s host computer resides within the network, relative to the directory server that a DC connector is trying to reach. It is therefore possible (but uncommon) that access will fail even if you enter the correct credentials into the Connector Creation Wizard. In this case, you can usually resolve the problem by expressing the username in some other form, such as:

For GroupWise:

For Exchange:

username

cn=username,o=context

Domain\Admin

Admin@sitraka.com

Edit the Username field in either the Source or Target Server Information screen—whichever server is denying access—and then run the connector again.

For a connection problem in GroupWise:

First make sure the user in question resides on the target PO.

Consider also that security settings on a GroupWise PO can prevent a Directory Connector connection. Try pointing the Directory Connector at another PO with a separate account, or moving the account.

If the Coexistence Manager for GroupWise DC creates the address book in GroupWise (for an Exchange-to-GroupWise connector), but the address book is then left unpopulated with users, the most likely cause is that the GroupWise admin is still using a GroupWise mail address (e.g., Jones_mail.jones_context) rather than an SMTP address (e.g., jones.xyzcorp.com). The E-mail Address field in the Novell directory object Properties must be entered in SMTP form rather than in GW address form.

Some admins report that Global Address Book updates sometimes do not arrive in Active Directory. This is usually a system latency issue rather than a Coexistence Manager for GroupWise process error. Global Address Book changes take a few seconds to propagate to all corners of a GroupWise environment, and may be missed occasionally if a connector is run too soon after the updates are entered. Wait a minute or two after the last of the Global Address Book updates before running the connector.

This error occurs when the Directory Connector is unable to load the GroupWise API. To resolve this error, install the GroupWise client on the computer hosting the Coexistence Manager for GroupWise Directory Connector.

Coexistence Manager for GroupWise’s Directory Connector may produce a duplicate object record (sharing the same SMTP address) in Active Directory if an existing AD object had previously been added to the Novell directory—either manually, or by some other directory tool such as Microsoft’s Connector. In this case, the first run of a GroupWise-to-Exchange connector will copy the Novell directory object back to Active Directory as a contact, where it may generate a duplicate record. And then the first run of an Exchange-to-GroupWise connector will copy it back to the Novell directory.

To resolve this issue, check the Novell directory for such objects before the first Coexistence Manager for GroupWise DC run, and move them to a separate GroupWise shared address book outside the scope of the container from which Coexistence Manager for GroupWise’s Directory Connector will copy object data.

Look through your Coexistence Manager for GroupWise Directory Connector log files for clues to help diagnose and resolve the problem. If the default logging settings don’t meet your diagnostic needs, see Appendix C: Configuring Coexistence Manager for GroupWise logging for instructions to change logging configuration settings.

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