Troubleshooting Device Errors
Below are some of the typical error codes that may be reported in the GWAnywhere log on the client if a session error occurs. The error codes fall into two categories: Configuration errors and Protocol errors. Protocol errors are rare and usually correct themselves when the user reconnects; if not, contact technical support. The GroupWise Adapter errors are all grouped under the generic number 2000. Therefore all errors will be reported with the same error code but a different description:
Sync Results:
Failed
Session aborted due to errors.
Error: GroupWise Adapter 2000: Sync Error
(Error:2000)
|
Category
|
Error Code
|
Error Description
|
Problem
|
Solution
|
| Protocol |
-1
|
Sync Server Errror | The client is a running different version from the server or there could be a problem in the user's sync logs. | Have the user do a restore to factory defaults. If the problem isn't solved, contact technical support to obtain a Clearsysncstatus4x.exe utility that can be used to enforce a first sync. This will clear the issue for sure. |
| Protocol |
4
|
Sequence Incorrect | A packet with an invalid sequence number was received. | Connect again. |
| Configuration |
5
|
Authentication Failed | Client OneBridge Sync Server credentials (username or password) are not valid. | Re-enter the credentials and connect again. If this does not solve the problem, verify the user has been added to the authentication module from the Admin program (General>Server Settings>Authentication). |
| Protocol |
6
|
Session Incorrect | A packet with an invalid session ID was received. | Connect again. |
| Protocol |
7
|
Packet Incorrect | An unknown packet error occurred. | Connect again. Work-around: Enter invalid credentials. When you try to connect, the attempt will fail with Error 5. Follow the procedures for troubleshooting error 5. |
| Configuration |
11
|
Invalid License | The user does not have a license for the requested action. This can occur if there are not enough licenses for all the users, or when using a trial license and the license has expired. |
Open the Admin program. From the File menu, select License Information. Verify that the number of licenses available is not zero for Device Connections and Services. If you need to purchase additional licenses, call 1-866-497-0101. Note that once a license is bound to a user, it will not go back into the free pool for 14 days. When the 14-day period has expired, the License Information screen will add the available licenses into the count. |
| Configuration |
12
|
Invalid Owner Change | The mobile device connected to the server previously with a different user name. The cause for this error most probably is that the administrator has disabled device ownership change. |
Change this setting in the Admin program under General->Groups. |
| Configuration |
15
|
Proxy Could Not Find Server | The proxy was unable to connect to the server. | Verify the proxy configuration is correct. Verify the server is up and running. |
| Protocol |
13
|
Missing Device Type | The mobile device did not report a recognized device type. |
Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
14
|
Missing Device ID | The mobile device did not report a valid device ID. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
16
|
Bad Header Length | A packet with an invalid encrypted header was received. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
17
|
Bad Public Header | A packet with an invalid public header was received. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
18
|
Unknown Cmd ID | A packet with an invalid command was received. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
19
|
Incomplete Destination Address | A packet with an invalid destination address was received. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
20
|
Bad Credential Field | A packet with a malformed credential field was received. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
21
|
General Memory Failure | Failed to allocate memory in the communication protocol. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
22
|
Bad Public Key | Client encrypted packet using invalid public encryption key. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Configuration |
23
|
Bad version | Client or Server does not have the proper protocol version to be able to communicate. | Verify the mobile device is running the proper version of the client. |
| Protocol |
24
|
Bad Encrypted Header Length | Packet with malformed encrypted header was received. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| Protocol |
25
|
Bad Symmetric Key | The packet was encrypted with a bad encryption key. | Try connecting again. The transport protocol should correct these problems automatically. If the problem persists, contact technical support and provide the error code and error message. |
| GW Adapter |
2000
|
(Function: XDBOpenDatabase) ERROR:Could not contact GroupWise. Please validate case sensitive password or contact network administrator. | Invalid GroupWise credentials. | Configure GroupWise Adapter credentials in the OneBridge client. In cases, of multiple PO configuration, make sure the username contains the POID (ex: POID\username). Note that the password is case sensitive. |
| GW Adapter |
2000
|
(Function: XDBStartup) ERROR:Unavailable | Invalid GroupWise Adapter license key. To confirm check the trace log (XGWDataDriver.trc). | Extend the trial or purchase a valid license. Note that this is a different error from Error 11. |
For any other error there should be a corresponding entry in the trace log (XGWDataDriver.trc) which is more descriptive. In those cases, contact technical support and provide the error message.
