dsapp v245: Health Check, Reference Count failed

[Anonymous_User]

Hi

I think this is a question to snielson...

The history:
Using GMS Version: 14.2.1 Build: 289 / GW2014R2SP1HP2 (125534) on GW-server
We have one user, which have periodically syncing issue (1x every 1-2
month), most with missing calendar items on the devices (1x iPhone, 1x
iPad).
As we have decided to have an own GMS for users which needs shared-folder
syncing, we have set-up a new server with GMS Version: 14.2.1 Build: 289
So we have moved this user to new server some weeks ago.
Before moving to new server we had
- removed user from old server first
- clean-up all items in POA/eventConfigList
- removed Exchange/ActiveSync accounts on the devices
- manually checked folder structure in GW
- checked folder structure with dsapp
This user is alone on this server, except on test-user

The issue:
Last Friday, user told us that calendar items are missing on the iPhone...
- GMS shows devices as synced

dsapp:
- Check GroupWise folder structure ok
- GMS-Healthcheck Reference Count.. failed

The question:
What does "Reference Count" check in the deep?
How to troubleshoot this issue?

SR's with MF were not very usefull, to cut a long story short: they ask for
reinitialize user as described above...
Any other suggestions are welcome.

Thanks for help
Markus

[magic31]

Hi Markus,

Shane should definitely be able to give an elaborate answer.

In the meantime, this TID might shed some light on the meaning of the reference count: https://www.novell.com/support/kb/doc.php?id=7012163

Not sure what the best step is to fix it, a re-init works in most cases I've seen... but the question is, in your case, if the issues return again after some time has passed.

You've probably seen it... but just in case, for dsapp there is a wiki which is a good place to start to get the deeper meaning of each option. You can find that here: https://github.com/snielson/dsapp_python/wiki

To get a better feel of your system, how many users are there in GMS?

And on which GroupWise version is/are the POA(s) running? And on what OS?

You also mention an iPad and an iPhone a sync devices... these are both on iOS 10.x?

Lastly, is there anything "in between" GMS and the Mobile device (MDM management of sorts)?

Cheers,
Willem

[Anonymous_User]

Hi Willem

Thanks for reply.

TID7012163: True, we had added user as single user and added group (with
user as member) later

Re-Initialized help for a while only and it's very bad, as this is the
mailbox of our boss ...

Wiki: I had seen that, but the checks are not described in the deep.

#Users on this GMS: this user is the 1st , this server is for users which
need shared folders, on other GMS we have about 90 users
Using GMS Version: 14.2.1 Build: 289 on both / GW2014R2SP1HP2 (125534) on
GW-server (OES11SP2)

iPhone is on 10.2.1, iPad on 9.3.5

No MDM installed

regards
Markus

[magic31]

markusernst;2454219 wrote:
... as this is the
mailbox of our boss ...

That always seems to happen... 😕

Have you tried completely removing the user from GMS?
As this is the first user, you could consider running dsapp's CUSO option (clean up and start over). Though I can imagine that feels more like running in circles as it's a new setup.

No comments on the GroupWise components, you are obviously running the latest versions.

Is there a specific reason why the iPad is still running iOS 9?


With "GMS shows devices as synced', have you also verified that there are no pending calendar items in the user's folder list?


Other than that, I'd try tailing the mobility connector log while the mobile devices are syncing. That might show relevant error or warning messages.


Cheers,
Willem

[MarkDissington]

magic31;2454222 wrote:

Is there a specific reason why the iPad is still running iOS 9?

I would guess it's an iPad2 - they're not supported on iOS 10.x

M

[magic31]

MarkDissington;2454258 wrote:
I would guess it's an iPad2 - they're not supported on iOS 10.x

That would seem like a good reason, yes... Not used to seeing bosses have "old type" hardware 🙂

[magic31]

Hi Markus,

markusernst;2454174 wrote:
...
We have one user, which have periodically syncing issue (1x every 1-2
month), most with missing calendar items on the devices (1x iPhone, 1x
iPad)....

Added thought as I had read over the "one user".

Are the problems indeed with this one account?
That could point to some oddities going on in his mailbox? I guessing you have looked at that too (stuff like main mailbox items/folders moved into other folders, issues reported by content checks, etc...)?

Cheers,
Willem

[Anonymous_User]

Hi Willem

Yes, this is the user with the most problems with syncing.
Ans yes, I have checked folder moves: with mcheck, dsapp and manually.
We do Structur/Index-Fix and Content/Attachment-fix once every week over all
PO and no dramatic problems.

regards
Markus

[laurabuckley]

Hi Markus,

I would recommend you do the following for this user:

GWCheck | Analyze/Fix Databases | Untick Structure | Tick Contents | Tick Fix Problems | Only select the User database | Misc. Tab: folderreset | Run

The above has solved many issues for me in the past.

Cheers,

[Anonymous_User]

Hi Laura

I think we need to do an re-initialize after, correct?

regards
Markus

"laurabuckley" schrieb im Newsbeitrag
news:laurabuckley.7wjpao@no-mx.forums.microfocus.com...

GWCheck | Analyze/Fix Databases | Untick Structure | Tick Contents |
Tick Fix Problems | Only select the User database | Misc. Tab:
folderreset | Run

[laurabuckley]

Hi,

I've never found that necessary.

Cheers,

[Anonymous_User]

Hi Laura

Thanks, I'll do that on next sync-failure.

regards
Markus