Chapter 8 Troubleshooting
This chapter provides troubleshooting tips when using Sun Java System Connector for Microsoft Outlook.
If Microsoft Outlook Is Not Your Default Email Client
The Sun Java System Connector for Microsoft Outlook can be installed only if Microsoft Outlook
is set to be your default email client. If Outlook is not set
as your default email client, the Setup Wizard will notify you of the problem (in
an error message after the Welcome screen), and prompt you to acknowledge the notice
and exit the program.
To Set Outlook as Your Default Mail Client
Steps
-
Open your Windows Control Panel. If you are running Windows XP (only):
Select “Switch to Classic View.”
-
Double-click on Internet Options.
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Select the Programs tab from the Internet Properties window.
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Select Microsoft Outlook from the Email pull-down menu.
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Click OK.
Next Steps
You may rerun the Setup Wizard after you set your default email client to Outlook.
If a Sun Synchronization Program Is Installed, and Must Be
Removed
The MAPI services for the Sun Java System Connector for Microsoft Outlook are a required
component of the Connector installation, but cannot coexist with the Sun Java System
Synchronization program (previously known as the ONE Sync program). If one of these
Sun synchronization programs is installed on your workstation, the Setup Wizard will
notify you of the problem (in an error message after the Welcome screen), and prompt
you to acknowledge the notice and exit the program. You may then rerun the Setup Wizard
after you remove the synchronization program.
Note –
To synchronize your Palm device, WinCE device or Pocket PC device with
Outlook, we strongly recommend that you use the sync software distributed with your
device, rather than the Sun synchronization software. Changing to the sync software
distributed with your device may require uninstalling and reinstalling the Palm Desktop
software.
To Remove the Synchronization Program
Steps
-
From your Start menu: Select the Uninstall... option for the program you
want to uninstall.
Select one of the following:
-
In the Uninstallation window, follow the prompts to uninstall the software.
-
Click Finish to complete the uninstallation process.
Troubleshooting
If you want to continue using the Sun synchronization software to sync to the
data of your other device: Reinstall the software, but do not select
the checkbox for the Microsoft Outlook 98/2000 translator during the installation.
If a Personal Folder (.pst) File Conversion Is Interrupted
Since Personal Folder (.pst) file conversions can run for
many minutes or even hours for large files, an interruption of the process—
by a power failure, for example— could be especially inconvenient if it meant
having to repeat the lengthy process from scratch. The Setup Wizard therefore offers
a recovery feature that lets you resume an interrupted conversion from wherever it
was interrupted. Note that this recovery feature is available only when
an interruption occurs during a “large” Personal Folder conversion— not during a profile conversion or during the conversion of smaller .pst files. (Your network administrator has previously set a size limit
to define the difference between “large” and “small” files.)
If the conversion of a large .pst file is interrupted, the
Wizard will temporarily add to your desktop an icon for the recovery feature, titled “Finish
Aborted Sun Java System Connector Wizard Conversion.” The recovery feature will not work if you simply restart the Setup Wizard as you ran it for your
original conversion; you must start it from the desktop “Finish”
icon, as shown in Figure 8–1.
Figure 8–1 To Finish an Aborted Conversion: The Desktop “Finish”
Icon
To complete an interrupted conversion: Start the recovery
mode of the Sun Java System Connector Setup Wizard, by double-clicking
the “Finish” desktop icon.
The Wizard then displays its Welcome screen, as shown in Figure 8–2, and notifies you that it has detected an incomplete conversion.
Figure 8–2 Setup Wizard Welcome Screen, to Resume an Interrupted Conversion
This recovery procedure is an abbreviated version of the original Setup procedure,
as described in The Setup Procedure. The Wizard remembers,
from its interrupted run, which user profile and which Personal Folders (.pst) files you selected for conversion, so it will not prompt you for that
information again.
Instead, when you click Next from the Welcome screen shown here, the Wizard
skips ahead to step 5 or 6 of the original Setup procedure: to prompt you for your
old Exchange login information (step 5) if you previously used Outlook on this computer,
or for your new Sun Java System Account login information (step 6) if you will be a
new Outlook user. From step 5 or 6 forward, the procedures are identical, so please
refer to The Setup Procedure.
Logging
This section provides troubleshooting tips for logging and log reports.
Enabling Logging for Troubleshooting
In order to keep track of any problems that may arise with your mail folders
or messages, it is recommended to turn on the logging function for debugging purposes.
To Enable Logging
Steps
-
From the Help menu, select About Sun Java System Connector for Microsoft
Outlook.
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In the About dialog, click Debug Logs.
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In the Debug Logs dialog, enable the checkbox next to Turn on debug logging.
The Log file path indicates the location of the log files.
-
When you are finished, click OK.
Sending a Log Report
You can send a log report of any problems to your technical support representative.
To Send a Log Report
Steps
-
Turn on logging as indicated in Enabling Logging for Troubleshooting
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Return to Outlook and attempt to reproduce the steps the caused the problem.
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From the Help menu, select About Sun Java System Connector for Microsoft Outlook.
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In the About dialog, click Debug Logs.
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In the Debug Logs dialog, enter the email address of your technical support
representative.
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Click Report.
A new message appears addressed to technical
support. A copy of your log file and your system information is also included in the
message.
-
You may enter any more information, or cc anybody else before sending
the message.
Increasing Log Files and Size
Log files are regularly reused and overwritten by new log files. This occurs
more frequently for users with large mailboxes. You can increase the size of your
log files or increase the number of logs files by resetting three registry keys. The
registry keys are:
Assigning Tasks
When assigning tasks to other users, you cannot set different permissions to
tasks and your calendar. The permissions assigned to your calendar applies to your
tasks, and visa versa.
If you are assigned a task, you cannot read the message in your inbox. Move
it to one of your local folders in order to read the task message.
If a Server is Down
If Messaging Server is down, you will be unable to log into Outlook. You can,
however, work in offline mode.
If Messaging Server is working, but Calendar Server or Address Book Server is
down, you can log in to Outlook, but you will be unable make any changes (for example,
create new events, new contacts).
Viewing Message Source
If a message does not display correctly, or if you need a message's header information
for debugging purposes, you can view the source information of that message.
To View the Message Source
Steps
-
Double-click on a message from the message list.
A new window
displays containing the message.
-
In the message window, select View->Message Source.
The
Message Source window displays header and source information for the message.
-
You can copy the information and send it to support for debugging.
-
Click Close to close the window.
Viewing Message Source While Composing a Message
You can also view the message source while composing a message by selecting
View->Message Source in the Message window.
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