Troubleshooting

From Zimbra :: Wiki

Revision as of 20:05, 2 December 2011 by Gayle (Talk | contribs)

Jump to: navigation, search
   Article-check.png  - This is certified documentation and is protected for editing by Zimbra Employees & Moderators only.


Admin Article

Article Information

This article applies to the following ZCS versions.
  ZCS 6.0 Article  ZCS 6.0
  ZCS 5.0 Article  ZCS 5.0
  ZCS 4.5 Article  ZCS 4.5

For a complete listing of troubleshooting articles and categories, see Category:Troubleshooting.

The steps and tools used to troubleshoot a problem vary depending on which Zimbra product you are experiencing issues with. This page contains troubleshooting resources for the following Zimbra products:

  • Zimbra Collaboration Suite (ZCS)
  • Zimbra Connector for Outlook (ZCO)
  • Zimbra Connector for Blackberry (ZCB)
  • Zimbra Desktop (ZD)

Each section contains links to basic troubleshooting articles and tools, and links to other related troubleshooting categories and articles.

In the event that you need to contact Zimbra Support for further help with a problem, each section also contains a link to a list of logs, data, or other items you should gather before contacting support. Having these items readily available will provide the Zimbra Support team with information necessary to investigate a problem and will improve initial response time.

Contents

Zimbra Collaboration Suite

When troubleshooting issues in ZCS, it is important to gather data during the time when the problem occurs. In almost every case, it is best to run the CLI command zmdialog.

Important: If the problem requires restarting services, this should only be done after zmdialog has finished running.

Basic Troubleshooting Articles

For more information on troubleshooting, see one of the following basic troubleshooting articles.

Troubleshooting Tools

The following is a list of tools that can be used to gather information about an issue occurring in ZCS. There are also links to Wiki articles and categories that contain more information about these tools.

Related Links

Before Contacting Zimbra Support

To help us provide the highest level of service, please gather the following information before contacting support.

  • Provide a detailed description of the issue and steps to reproduce the problem.
  • General Information
    • Hardware configuration. CPU and RAM.
    • Software configuration. OS version.
    • Networking specifics. Information about any proxy servers and firewalls.
    • ZCS Configuration. Information about any single-server or multi-node configuration.
    • Additional information. Any other information that you think may help diagnose the issue.
  • Log files. You will need to have log files relevant to your issue from the following list of log files. These logs should only contain logging information gathered while the problem was occurring. For example, if a problem occurs between 9:13–9:21 am on a Monday, check to see if any of the following logs were written to on Monday, and then gather the log details from approximately 9:00am–9:30 am that day.
    Note: Since the Zimbra Support case tool can only support attachments of a small size (2MB), it is often not possible to include an entire log file when you initially create a support case. When creating a support case, it is best to create a text file containing any log events you think might be relevant to your problem. See ExampleTextLogFile.zip for an example.
    • Logs and output from /opt/zimbra/log.
      • mailbox.log
      • zimbra.log
      • mysql_error.log
      • myslow.log
      • logger_myslow.log
      • httpd_error.log
      • clamd.log
      • zmmtaconfig.log
      • nginx.log
      • zmconvertd.log
      • zmmailboxd.out
      • zmstat.out
      • zmlogswatch.out
      • zmswatch.out
    • Logs from /var/log.
      • zimbra.log
      • messages

Zimbra Connector for Outlook

Basic Troubleshooting Articles

For more information on troubleshooting, see one of the following basic troubleshooting articles.

Troubleshooting Tools

For more information on ZCO troubleshooting tools and procedures, see the following articles.

Related Links

For more articles and resources for troubleshooting ZCO issues, see these related links.

Before Contacting Zimbra Support

To help us provide the highest level of service, please gather the following information before contacting support.

Beyond the above information, include the following information if it is relevant to your problem.

  • Install Logs. If you are experiencing issues with installing ZCO, please include the install logs. You can create install logs by running the following command.
msiexec /i <zco-installer.msi> /lv <zco-install.log>

For example, the following command will create a ZCO install log named case00012345-zco-install.log.

msiexec /i ZimbraOlkConnector-5.0.6_GA_2314_5.0.2635.6.msi /lv case00012345-zco-install.log

Zimbra Connector for Blackberry

Issues with Zimbra Connector for Blackberry (ZCB) generally occur during installation or activation. Other common issues include devices not receiving email. Steps to troubleshoot a problem depend on when the issue occurs and what types of error messages are generated during the time of the issue.

Basic Troubleshooting

For more information on troubleshooting, see one of the following basic troubleshooting articles.

Troubleshooting Tools

For more information on ZCB troubleshooting tools and procedures, see the following articles.

Related Links

For more articles and resources for troubleshooting ZCB issues, see these related links.

Before Contacting Zimbra Support

To help us provide the highest level of service, gather the following information before contacting support.

  • Provide a detailed description of the issue and steps to reproduce the problem.
  • General Information
    • Hardware configuration. CPU and RAM.
    • Software configuration. OS version, BES version, and ZCB version.
    • Networking specifics. Information about any proxy servers and firewalls.
    • ZCS Configuration. Information about any multi-node configuration.
    • BES Configuration. Information about multi-agent configuration, and any SQL databases.
    • Additional information. Any other information that you think may help diagnose the issue.
  • Log Files. There are two sets of logs that are very important in debugging ZCB problems. You need to include logs generated by ZCB Logging Control, described in the ZCS Connector for Blackberry Guide, in the “Using Logging Control for troubleshooting” section. You also need to include the BlackBerry Enterprise Server logs that are stored in daily folders. Refer to the BlackBerry Enterprise Server documentation for information on how to locate and configure these logs.

Beyond the above information, include the following information if it is relevant to your problem.

  • Automatic Core Dumps. If the BlackBerry Agent crashes, a core dump file is automatically generated. This core dump file contains useful information for support and engineering to help diagnose a particular problem. The core dump files are generated in the %TEMPT%\zco-cores folder on the server. If these files exist, have them available for support.
  • Manual Core Dumps. If the BlackBerry Agent process is hanging, you can manually generate a core dump to send to support. The steps to generate a core dump are instructions available at Creating a Core Dump from a Running Process using WinDbg.

Zimbra Desktop

Basic Troubleshooting Articles

For more information on troubleshooting, see one of the following basic troubleshooting articles.

Troubleshooting Tools

For more information on ZD troubleshooting tools and procedures, see the following articles.

Related Links

For more articles and resources for troubleshooting ZD issues, see these related links.

Before Contacting Zimbra Support

To help us provide the highest level of service, gather the following information before contacting support.

  • Provide a detailed description of the issue and steps to reproduce the problem.
  • General Information
    • ZD version. Version of ZD you are using.


Verified Against: ZCS 6.0, 5.0, 4.5 Date Created: 3/25/2009
Article ID: http://wiki.zimbra.com/index.php?title=Troubleshooting Date Modified: 12/2/2011
Personal tools