GroupWise Troubleshooting Theory

Troubleshooting Theory

Understanding the theory behind troubleshooting GroupWise issues should provide you with a foundation for identifying a problem. After you identify problems, you can resolve the majority of them by using the correct tools.

Troubleshooting theory focuses on identifying three types of information that you can use to identify problems:

• Error classes
  
• Architecture and component responsibilities
  
• Questions
  

The error classes are used to help isolate which component is at fault and where the problem is occurring. The architecture and component responsibilities are used to validate who is responsible for the error and narrow down possible problem areas. Finally, certain questions should be asked to ensure that the perceived problem is the real problem.

Error Classes

With GroupWise, many errors can and will be seen. These errors range from database-specific, to client-specific, to operating-system-specific errors. GroupWise errors are categorized into classes. The class is represented by the first two numbers or first letter, which indicate what the problem most likely is.

Error Class	Description
82xx	File input/output (I/O) errors. These deal with file rights, drive specifications, mappings, and file location.
89xx	TCP/IP communication errors. These indicate a problem with the TCP/IP communication, which is often caused by misconfigured agents, clients, or TCP/IP stacks on the server or workstation.
Cxxx	Database structural problem. Most of these errors are corrected with a structural rebuild of the database.
Dxxx	Database content problem. A Dxxx class error can be resolved with a content check and fix, provided the content is in a state that can be fixed. Another alternative for correcting content problems is to restore the database from a backup.
Exxx	Document Management Service (DMS) errors. This class of errors is specific to document management. However, many DMS databases and Binary Large OBjects (BLOBs) could be the source of the problem. Likewise, many databases contain both DMS and other data store information that could be the source of a problem.
Fxxx	QuickFinder errors. The QuickFinder is the component responsible for indexing the GroupWise data store. It could point to either mailbox indexes or to the DMS indexes.

By itself, the error class rarely leads to the real problem. However, it provides a starting point for troubleshooting any problem. Based on who, where, when, and how the error was received, the problem and resolution are usually close.

Architecture and Component Responsibility

You should memorize the GroupWise architecture. The directory structure, the database files, and the message flow are always consistent within a GroupWise system. Knowing the architecture provides a basic foundation that can often make the difference between troubleshooting the problem or guessing at the problem.

You also need to be familiar with the responsibilities, including reading and writing to specific databases, of the GroupWise components. When you understand the responsibilities, you can determine where a problem is, which can also lead you to a probable problem causer. In turn, you can provide a real solution rather than a quick fix that just hides the problem.

Understanding where each component fits in the system and what it does will greatly reduce the time you need to identify and resolve the issue. When you combine this information with the error code information, the real problem starts to become clearer.

Questions

Part of troubleshooting effectively is simply asking the right questions. At first asking questions can be time-consuming and tedious. However, after you learn which questions to ask, your troubleshooting and issue resolution skills will increase.

The five basic questions are who, what, where, when, and how.

Who? The answer to a who question is not always obvious. In fact, several who questions, such as the following, could be asked:

• Who reported the problem?
  
• Who saw the problem?
  
• Who is seeing the problem?
  
• Who has the problem but doesn't know about it?
  

Some of these questions won't be asked until other questions are asked, but they can be important to the resolution of the problem.

What? Several what questions, including the following, can also be asked:

• What is the problem? Most likely, the customer cannot identify the real problem. The customer can only tell what he or she knows. Make sure the problem is understood before making assumptions.
  
• What is happening around the problem?
  
• What has changed?
  

Where? The where question is one of the most important questions. It can identify a trend or a location of the problem. The where questions can provide a branching factor when you are trying to eliminate possibilities. Some of these questions are as follows:

• Where is the problem occurring: In the client? From the same workstation? From a different user's mailbox?
  
• Where is the problem being reported?
  

When? This is another important question for eliminating possibilities.

• When does the problem occur: Only when sending? Only when starting the client? Only when a scheduled event takes place?
  
• When is it seen: Right away? Every time? Only when sending to that user?
  

How? The how questions are not always applicable, but they can be used in some situations. They can help you verify information. Here are some examples:

• How was the problem duplicated?
  
• How is it set up?
  
• How is it seen: The same every time? In the same place every time? With the same error every time?
  

Bringing It All Together

When you use all three of these techniques, you have a powerful tool for rooting out problems. They do not need to be used in a specific order. In fact, you should use the questioning throughout the entire process. Here is an example of this type of troubleshooting methodology.

Problem: I am getting a C04F error when I send a message to John.

Troubleshooting: C04F is a C xxx class error, meaning that it is a database structure problem. You know that when a user sends a message, information is written to the user database, the message database, and a BLOB file if there is an attachment or if the message or distribution list is larger than 2 KB. You also know that an outbound message is always written to the same message database.

Conclusion: Based on this information, the answers to a few other questions, and the configuration of the post office, you can isolate the problem to the message or user database. In this example, running GWCheck with an Analyze and Fix on the structure would correct the problem.

Knowing what the error classes indicate, understanding the architecture and functions of GroupWise, and asking the right questions will most often lead to the source of a problem. The solutions to the problems can range from database check utilities, to product patches, to bug reports.

General GroupWise Troubleshooting Strategies

This section presents strategies for troubleshooting general GroupWise- related problems. The online GroupWise administration guides referred to can be accessed on the Web at:

http://www.novell.com/products/groupwise/administration/gwadmin.html

If you experience a problem that these troubleshooting strategies do not solve, see the Novell Support Connection Web sites at:

http://www.support.novell.com/misc/worldwide.htm

Look Up Error Messages and Codes

Problem: You receive an error message in GroupWise.

Action(s): Look up the error code in the list of GroupWise error messages in Book 1: Error Messages in the online GroupWise 5.5 Troubleshooting Guide. You can use the Find feature on your browser's Edit menu to locate a GroupWise error code or message text in the list. If the error you received is not in the list provided, standard solutions are not yet available.

Check GroupWise Agent Logs

Problem: You are experiencing message delivery problems.

Action(s): Use the MTA and POA log files to help you track message delivery problems. Set the logging level to Verbose so all processing information is displayed. This information can help you determine what the problem is. You should also verify the information is being logged to disk.

There are several ways to set the logging level to Verbose: in NWAdmin, with startup switches, or from the agent operation screen.

In NWAdmin. You can configure default log settings for each agent in the Log Settings page for each agent object.

1. In the NWAdmin browser window, double-click the NDS container where the GroupWise post office is located (if configuring logging for the POA) or the container where the GroupWise domain is located (if configuring logging for the MTA).
   
2. Double-click the post office object or domain object.
   
3. Right-click the agent object and select Details | Log Settings. The Log Settings dialog box displays (see Figure 1).
   

Figure 1: Log Settings dialog box in NWAdmin.

Set the desired settings for the log files, including "Verbose" for Logging Level.

With Startup Switches. Log settings provided in the agent startup file override default settings made in NWAdmin. The following startup switches are available to configure logging for each agent:

• /log=<path<. Specifies the directory where the agent will store its log files. The default locations are <post<office<\WPCSOUT\OFS for POA log files and \MSLOCAL for MTA log files. Typically you would find multiple log files in the specified directory. The first four characters represent the date. The next three identify the agent. A three digit extension allows for multiple log files created on the same day. For example, a log file named 0518MTA.001 would indicate that it is an MTA log file, created on May 18. If you restarted the MTA on the same day, a new log file would be started, named 0518MTA.002.
  
• /loglevel=. Sets the amount of data displayed in the log message box and written to the agent log file during the current agent session. Possible settings are:
  
  • Normal (default). Displays only the essential information suitable for a smoothly running agent.
    
  • Verbose. Displays the essential information, plus additional information helpful for troubleshooting.
    
• /logdiskoff. Turns disk logging off so no information about the functioning of the agent is stored on disk.
  
• /logdays=. Sets the number of days you want agent log files to remain on disk before being automatically deleted. The default log file age is 7 days.
  
• /logmax=. Sets the maximum amount of disk space for all of that agent's log files. When the specified disk space is consumed, the agent overwrites existing log files, starting with the oldest. The default is 1024 KB of disk space for all of that agent's log files.
  

From the Agent Operation Screen. You can adjust the agent log settings for the current session from the agent operation screen. This overrides any settings made in NWAdmin or in the agent startup file. The modified settings remain in effect until you restart the agent, at which time the log settings specified in NWAdmin or the startup file take effect again.

1. At the server or workstation where the agent is running, display the agent operation screen.
   
2. Select Log | Log Options. The Log Settings dialog box shown in Figure 2 is displayed.
   Figure 2: Log Settings dialog in the agent operation screen.
   
   
3. Adjust the values as needed for the current agent session.
   

Because the agents consist of multiple threads, you may find it useful to retrieve the log file into an editor and sort it on the information (thread ID or facility name) that follows the date and time information. Sorting will group all messages together for the same thread.

For more information, see "Agent Log Files" in Chapter 6: Message Flow Monitoring in Book 1: Agents' Roles in Message Flow in the online Agent Configuration Guide.

Assign GroupWise Administrator

Problem: No one is receiving error messages generated by the MTA and the POA.

Action(s): Make sure each domain has an administrator who receives error messages generated by the agents. If you want to be notified with an e-mail message whenever an agent encounters a critical error, you can designate yourself as an administrator of the domain where the agents are running.

1. In the NWAdmin browser window, double-click the NDS container where the GroupWise domain is located.
   
2. Double-click the domain object and select Details | Information to display the Information page (see Figure 3).
   Figure 3: Information page for a GroupWise domain.
   
   
3. In the Administrator field, browse to select your GroupWise user ID. (A domain can have a single administrator, or you can create a group to function as administrators.)
   
4. Click OK to save the administrator information.
   

The selected user or group will then begin receiving e-mail messages whenever an agent encounters a critical error.

Check Network Access for Mapped or UNC Links

Problem: Insufficient network rights can cause problems for the GroupWise client and agents when direct access to databases and directories is required. The following can be signs of insufficient network rights:

• Access-denied errors
  
• Messages are not being delivered
  
• One or more users are unable to start GroupWise client
  

Action(s): Check the rights in the post office where the problem is occurring. For lists of necessary rights, see Chapter 2: GroupWise Agent Rights and Chapter 3: GroupWise User Rights in the online Security Guide.

You can set the proper user rights for all users in a post office or for an individual user in NWAdmin. In the browser window, click a post office or user object and select Tools | GroupWise Utilities | Set Rights.

Check IP Addresses and Port Numbers for TCP/IP Links

Problem: Incorrect IP addresses and port numbers can cause problems for the GroupWise client and agents when TCP/IP connections are used.

Action(s): Take the actions indicated below to solve possible problems.

POA IP Address and Port Number Available to Client. Make sure the GroupWise client is set up with the correct IP address and port number for the POA in each user's post office. Or make sure the GroupWise name server is running so IP addresses and port numbers can be looked up automatically. For more information, see Chapter 4: Set Up GroupWise Name Server in Book 2: Post Office Agent Configuration in the online Agent Configuration Guide.

POA IP Address and Port Number Set Correctly. Make sure the POA is set up with the correct IP address and port number. For more information, see "Use Client/Server Access to Post Office" in Chapter 3: Reconfigure the POA in Book 2: Post Office Agent Configuration in the online Agent Configuration Guide.

MTA IP Address and Port Number Set Correctly. Make sure the MTA is set up with the correct IP address and port number. For more information, see "Use TCP/IP Link between Domains" in Chapter 3: Reconfigure the MTA in Book 3: Message Transfer Agent Configuration in the online Agent Configuration Guide.

Duplicate IP Address or Port Number. Make sure no duplicate IP addresses and port numbers are in use.

Check Available Disk Space

Problem: When one of the GroupWise programs tries to create or modify a file and there is not enough disk space available to complete the task, you will generally get a disk full error message.

Action(s): Free up space on the disk. For help, see Chapter 3: Manage Disk Space in Book 5: Maintain GroupWise Databases in the online Maintenance Guide.

Recover and Rebuild Databases

Problem: Problems with a domain database (WPDOMAIN.DB) or post office database (WPHOST.DB) can cause access problems for GroupWise Administrator and the GroupWise client, as well as cause message delivery problems. Database problems can also cause information in your system to be out of sync (for example, a user's information in one post office being different than that user's information in another post office). User and message database problems can cause users to lose access to their mailboxes, have incorrectly displayed mailbox information, and have message delivery problems.

Action(s): For database recovery and rebuild procedures, see Chapter 5: Repair GroupWise Databases and Indexes and Chapter 7: Use Standalone GroupWise Check in Book 5: Maintain GroupWise Databases in the online Maintenance Guide.

Verify GroupWise System Information

Problem: Messages are not being delivered to post offices or domains, or you are receiving excessive undeliverable messages.

Action(s): Take the appropriate action according to whether you have configuration problems or synchronization problems.

Configuration Problems. Configuration problems with your GroupWise system can cause message delivery problems. Check the following areas:

• Links between domains. See "Link Management Tasks" in Chapter 3: Message Routing between Domains in Book 1: Agents' Roles in Message Flow in the Agent Configuration Guide.
  
• Links to post offices. See "Links between the Domain and Its Post Offices" in Chapter 2: Message Transfer between Post Offices in the Same Domain in Book 1: Agents' Roles in Message Flow in the Agent Configuration Guide.
  
• Domain and post office properties. See Book 1: Add a Post Office and Book 2: Add a Domain in the online Post Office and Domain Setup Guide.
  
• Agent properties. See Chapter 6: POA Configuration Options in Book 2: Post Office Agent Configuration and "Chapter 4: MTA Configuration Options" in Book 3: Message Transfer Agent Properties in the online Agent Configuration Guide.
  

Synchronization Problems. If information is correct in some places but incorrect in others, you can synchronize GroupWise information. See Chapter 4: Synchronize GroupWise Domains and Objects in Book 5: Maintain GroupWise Databases in the online Maintenance Guide.

Understand Message Flow

Problem: You are experiencing message delivery problems

Action(s): Because each component (GroupWise client, MTA and POA) is responsible for a specific area of message flow, knowing where the message flow has been interrupted can help you discover which component is not functioning correctly. See Book 3: Message Flow Diagrams in the online Troubleshooting Guide.

Check File Ownership

Problem: The following information applies only if your network operating system is NetWare and you are using mapped drive connections to post offices. NetWare assigns ownership of a file to the creator of the file. Therefore, when a GroupWise program (client, agent, or gateway) creates a database file, the ownership of that database file is assigned according to the network ID currently being used.

For example, if Eric is using the GroupWise client program and it creates a new message database, Eric is assigned ownership of the message database. Problems can arise if a user who owns a database file is removed from the network. Problems can also arise if the owner has limited available disk space.

Action(s): If a database file cannot be accessed, you should check to see who owns the database and, if necessary, reassign ownership to a valid network account (preferably Admin or SUPERVISOR). To look up the locations of databases in domains and post offices

To check ownership, you can change to the directory and use the NDIR command. To reassign ownership, you can use the FILER utility.

GroupWise Management

How do I change my password?

1. From the main window, select Tools / Options / Security.
2. Click the Password tab.
3. In the Old Password box, type in the password that you wish to change.
4. Press tab
5. Type in the new password you want to use.
6. Type it again to confirm it
7. Click OK.
8. Click Close.

How do I cancel an email account?

To cancel an email account please fill out this form and send it to Academic Computing. Please note that accounts will be deleted immediately upon receipt of the form. At that time all messages and address book entries will be lost. If there is anything that you want to save do so prior to sending the cancellation request. You are responsible for notifying people that your address has changed. No messages will be forwarded from canceled accounts. Once an email account has been deleted a new account of the same name can be created, however the messages of the old are lost and cannot be recovered.

I just got married and my name has changed, how do I change my email address?

If your name changes and you want to change your email address you need call Academic Computing (460-6161) to request that your email account be changed.

My information in the address book is wrong. How do I get it corrected?

All information in the address book, except for your name, is pulled from the USA Payroll master file. If you see that any of this information is incorrect please contact your Human Resources department. You will need to complete an "Academic Staff Change Form" to have your information corrected.
To change the way your name displays please send an email to acad@jaguar1.usouthal.edu. Name prefixes and suffixes such as Mr., Dr., Ph.D., etc. are not displayed.

I just deleted a VERY important email, can I get it restored from backup?

Only under extreme circumstances, where the message is of significant importance to the University, and cannot be recovered by other means (for example, by having the originator resend it).
GroupWise backups are not made by individual message, and restoring individual messages is very time consuming, will cause disruption of email delivery services to your account, and may well cause loss of new incoming messages. In general, our policy is that we make backups to preserve the integrity of the email system, not for recovery purposes of individual messages.
We will generally NOT restore inboxes if a specific message is lost because of user error. That is the purpose of the "trash" facility. If an inbox is corrupted or there is some other system failure, we will certainly make an effort to restore it, but it is not practical for us to restore individual messages.

Can I install and use the GroupWise Client at home?

Yes, although there are some special considerations. First, you must have a high-speed internet connection such as DSL or cable modem. The client requires too much bandwidth to work properly over a dial-up connection. Also, when you run it the first time it will ask you for an address and port number. The address should be gwremote.usouthal.edu and the port should be 1677.

I can't use GroupWise webmail at home/work/off-campus.

It is a known issue that GroupWise webmail does not work with the AOL web browser. If you are using AOL then you will need to connect to the internet the same as you normally do then use a different web browser such as Internet Explorer to access web mail.

How to configure Internet Explorer 7 to use GroupWise WebAccess in Windows Vista.

Security features in Internet Explorer running under Windows Vista may cause difficulties when browsing to the GroupWise WebAccess client at http://groupweb.usouthal.edu/ . To remedy this problem, you need to turn on Use SSL 2.0 in Internet Explorer 7.
1. Open Internet Explorer 7
2. Click Tools > Internet Options > Advanced
3. Make sure Use SSL 2.0 is checked
4. Click OK

Messages

How long is my email stored?

The GroupWise system has a disk space policy that was implemented on February 8th, 1999 in response to the rapid growth of message traffic and the resulting storage space requirement for this high volume of messages. All messages older than 90 days will be automatically deleted on a nightly basis. Therefore, if you wish to retain any such items for longer than an 89 day period, you should Archive and/or Save your messages on your own hard drive or some other local storage device (e.g., a zip drive, tape, drive, etc.), or a server belonging to your department (if one is available to you.)
Furthermore, you should update the backup procedures you run on your personal computer to include the new directories and/or files in which you archive or save your messages. NOTE: Moving messages into separate GroupWise folders does NOT protect them from the 90 day purge policy. You must explicitly "Archive" or "Save" them.

Should I use the "Archive" or "Save" method for my aging messages?

Because the Archive method provides for maximum flexibility and management from GroupWise, we recommend you consider it first. Items that are "Archived" are placed in GroupWise message folders on your local drive or server; you can access and search these using your GroupWise client. They are not accessible by programs other than GroupWise. They may subsequently be "Saved" if you so desire. The Save method is primarily used if you want to store a single item (mail or phone message, appointments, notes, or tasks) on a local drive, or desire to export a message's contents to another program such as WordPerfect. In short, to keep a message in GroupWise, but move it to your own hard drive, use the Archive method.
To move a copy of the message outside GroupWise, but save the message contents for future reference, use the Save method. NOTE: Items that are Saved or Archived to your PC are not protected by the GroupWise system backup. If you wish for this data to be protected then you need to see that it is backed up.

How do I set up archiving?

Use File Location under Tools, Options, Environment, to tell GroupWise where to archive your files. You will only need to do this once. Do the following:
1. In the primary GroupWise window choose the Tools menu, then choose Options, double-click Environment, single-click on the File Location tab.
2. Type a drive and directory in the "Archive Directory" field (e.g., "c:\gwarchive\" or "c:\MyDocuments\"). At this time it is also recommended that you type a drive and directory in the "Save, check out" field (e.g., "c:\gwsave\" or "c:\MyDocuments\"). If you wish to use a departmental server, request the appropriate information from the person who manages the server for your department.
3. Click "Ok" to close the File Location and Environment windows. You will be prompted to create any new directories you may have specified. By default, the GroupWise client will also attempt to create a "cache" directory for you; you can allow this directory to be created although our implementation of GroupWise does not utilize it.
4. Click "Close" to close the "Options" window.

How do I archive my messages?

To archive one or more items, do the following:
1. Open the Mailbox, Sent Items folder, Trash, or Calendar, containing the items to be archived.
2. Select one or more items in your Mailbox, Sent Items folder, Trash, or Calendar by pressing the "CTRL" key while clicking on the desired items. To deselect an item do the same, press the "CTRL" key while clicking on the desired item.
3. Choose the Actions menu, then choose Archive.
You may also archive items while reading them by clicking on the Actions menu item, then selecting Archive from the pop-up menu.

How can I automatically archive messages in GroupWise?

1. Click Tools > Options.
2. Double-click Environment > click the Cleanup tab.
3. Select Auto-Archive After for the item type you want.
4. Specify the number of days after the item is delivered or completed that you want it to be archived. You will certainly want this to be less than 90 days, which is the default purge period at USA.
5. Click OK.
Please remember:
1. Items which you archive are NOT protected by the GroupWise system backup; it is your responsibility to backup your archive files.
2. Archiving can take place only while your client is running – if you are out of the office for two weeks and your computer is powered off, no archiving will take place.
3. The GroupWise archive is protected by GroupWise encryption and your GroupWise password, and you need access to the GroupWise system to open your archive. GroupWise provides some facility for exporting archived messages, but there are also external packages you can purchase, such as Transend Migrator ®, which offer more output options.
4. For the latest information on automatic archiving, you might want to check the built-in Help information in your GroupWise client.

How do I view my archived messages?

1. Open the Mailbox, Sent Items folder, Trash, or Calendar, from which the items were archived.
2. Choose the File menu, then choose Open Archive. Alternatively, you may choose Open Archive first from the main screen, and then select the appropriate folder.

Now all I see are archived messages. How do I get my current messages back?

Choose the File menu, then choose Open Archive (notice the checkmark).

How do I save a message, appointment, note, or task?

1. Open the Mailbox, Sent Items folder, Trash, or Calendar from which the items are to be saved.
2. Select the Item you want to save.
3. Choose File (located on the Menu Bar), then choose Save As.
4. Confirm that the items listed in the Items to Save field corresponds to the item(s) you wish to Save.
5. Type a name for the item in the Filename text box. GroupWise provides a filename using the Subject line with a .doc extension. You can use this name or type a different filename.
6. Choose Browse if you want to save an item in a different directory than is shown on the Current Directory. Alternatively, you can key in a fully qualified directory path (e.g., "c:\mysavedocs").
7. Select Report Filename Conflicts if you want GroupWise to prompt you to replace an existing file with the same name. Otherwise, GroupWise may overwrite an existing file without asking you first.
8. Choose Save, then choose Close.

What is GroupWise Notify and how do I start it?

GroupWise Notify is a seperate program that displays a pop-up window to the screen when you receive an email or an appointment time nears. It can be started manually but most people who use it set it to run at startup.
 Here's how:
1. Click Tools > Options
2. Double-click the Environment icon
3. Select the General tab
4. Place a checkmark next to Launch Notify at startup
5. Click OK

I can't send email because my mailbox is full. How do I fix this?

GroupWise email accounts are limited to a maximum size of 500 MB. Once your mailbox exceeds this limit you will be unable to send mail. New incoming messages will still be delivered to your mailbox. In order to send new messages you must delete enough stored email to bring your total mailbox size to below 500 MB. The easiest way is to use the Check Mailbox Size utility.
1. Click Tools > Check Mailbox Size...
2. Select one of the 4 Views
3. Click the column header to sort by that column (size is usually the most useful)
4. Select one or more records
5. Click the Delete button

Attachments

What is an attachment?

An attachment is a file that is sent along with an email (symbolized in GroupWise and many other email programs by a paperclip in your inbox). It can be anything from a document, to a program. Often times these days it is a virus. Unfortunately paranoia is the rule of the day. Always assume that any attachment you get may be infected. The only time it is safe to open an attachment is when all of these conditions are met:
• You know the sender
• You were expecting the attachment
• You know the sender intended to send the attachment
• You know the purpose of the attachment
These points need to be verified outside of the email itself. You don't take advertising at face value, so treat email with the same suspicion. If you are unsure about any of these points then call or email the sender and ask for verification. If they did not mean to send it, delete the email immediately.

How do I send an attachment?

From the New Mail window, click on the icon that looks like a paper clip. This opens a window that lets you find the file you want to attach. Select it, and click OK. The file is now attached to the email and you can send it as you normally would. Note that more than one file may be attached to a given email.

How large can an attachment be?

The maximum size for an attachment in the GroupWise email system is 15 MB. If you have a file that you want to send someone that is larger than this limit you will need to find a different means of transport. Some options include:
• Compress the file using a program such as WinZip and then email it.
• Burn it to a CD and mail it
• Upload it to a file server that the other party can access
• For large Word documents with lots of graphics, convert it to a .pdf file using Adobe Acrobat

How do I open an attachment?

When you open an email that has an attachment the bottom of the window will be split and you will see two or more icons. The first icon will say "Message"; this is the actual email message. The other icons represent the attachments. The best way to access an attachment is to right-click on the icon and select "Save As." This will open a "Save As" dialog where you can save the attachment to your "My Documents" folder or somewhere else on your computer. Once this is done, you may access the attachment like any other file on your computer.

Spam

I am getting a lot of spam on a regular basis. Can I just get a new email account?

As a rule the University does not change email addresses due to excessive spam. Spam is an unfortunate fact of having an email address. There are ways to filter and remove spam and we provide instructions for doing so below.

How do I use the Junk Mail Handling feature in GroupWise?

GroupWise has an internal system for handling junk mail. This includes the Junk List and the Block List. When you receive an email from an address or domain that is listed in the Junk List that message will be automatically routed to your Junk Mail folder. When you receive an email from an address or domain that is listed in the Block List that message will be bounced back to the sender with a message saying the email was undeliverable. For more detailed information on how to use this feature look in the GroupWise Help screens.
WARNING: Be very careful using this feature. It is easy to mistakenly junk or block a legitimate address or domain.

What is the Junk Mail Folder and how do I use it?

The Junk Mail Folder is part of the GroupWise Junk Mail Handling. It is the location to which messages from addresses and domains listed in the Junk List will be routed. You can automatically age out items in the Junk Mail Folder.
1. Right-click the Junk Mail Folder, and select "Junk Mail Handling"
2. Check the "Automatically delete items from the Junk Mail Folder" box
3. Set the retentions interval to the number of days you desire - we recommend 14 days as a start.

How do I use USA's spam identification system to control spam?

 Here is an example of how to create a rule to move messages identified as spam into the Junk Mail folder:
1. Go to Tools / Rules
2. Click the New button
3. Enter an appropriate Rule Name, such as "Spam"
4. Verify that "When event is" is set to "New Item" and the "Received" box is checked under "And items are"
5. Check "Mail" under "Item Type:"
6. Click the "Define Conditions" button
7. Select "Subject" for the first box
8. Set the middle button to "begins with "
9. Type [SPAM:* in the second box.
10. Set the last button to "End."
11. Click OK to accept the selection
12. Click the "Add Action" button and select "Move to Folder "
13. Find and check the box next to the Junk Mail folder.
14. Click "Move" to accept the selection
15. Click Save to save the rule
16. Set the rule as active
17. Close to close the Rules Window

How do I set up a rule to move un-tagged spam into the Junk Mail Folder?

The USA Spam Identification system is not perfect. Some spam messages will invariably get through without being tagged. Here is an example of how to create a rule to automatically move those spam messages into the Junk Mail Folder. You may need to modify or enhance this model to fit your specific needs.
1. Go to Tools / Rules
2. Click the New button
3. Enter an appropriate Rule Name, such as "Move Spam"
4. Verify that "When event is" is set to "New Item" and the "Received" box is checked under "And items are"
5. Check "Mail" under "Item Type:"
6. Click the "Define Conditions" button
7. Select "Subject" for the first box
8. Set the middle button to "contains"
9. Type a key word in the second box that is most likely only in spam such as " viagra."
10. Set the last button to "End." If you want to expand this rule to include several key words set the last button to "Or" and repeat steps 9 & 10 as needed.
11. Click OK to accept the selection
12. Click the "Add Action" button and select "Move to Folder "
13. Find and check the box next to the Junk Mail folder.
14. Click "Move" to accept the selection
15. Click Save to save the rule
16. Set the rule as active
17. Click Close to close the Rules Window
If you find that email from a specific sender is frequently misclassified as spam, you can create an exception for that rule. If, for example, you wish to exclude drx@elsewhere.edu, edit your spam rule such that the first line in Define Conditions is as described above, but change the last button of that line to "AND". On the next line, select "From" in the first field, change the middle button to "does not contain" and put the address for drx in the second field, and save the rule. You may add a number of such exceptions.

Advanced

Proxy: What is "proxy"?

When you give someone else the ability to read or write email, appointments, or tasks in your GroupWise account it is called giving them "Proxy." This feature is used by some departments to allow multiple people to access a departmental email account.

TOP

Proxy: How do I let someone else use my email/calendar/task list?

1. Login to your account
2. Go to Tools / Options / Security
3. Select the "Proxy Access" tab
4. Using the Address Selector next to the Name Field, find the user that you want to have access to your account
5. Click Add User to add the user to the Access List below
6. Repeat steps 5 & 6 for each user that will need to proxy to this account
7. Highlight each user in the Access List and assign them the desired rights by checking the appropriate boxes below
8. Click OK and then Close

Proxy: How do I access someone else's email/calendar task list?

1. Log into your account
2. Go to File / Proxy
3. Select the user in the Proxy List or find them using the Address Selector
4. Click OK

Rules: What are Rules and how do I use them?

Rules are a very useful feature in GroupWise that allow you to automatically process incoming messages. The two most common uses for rules are for Vacation Auto-Reply Messages and Automatic Message Forwarding. There are two parts to using a rule. First you must create the rule. Then you must enable or disable the rule. See below for examples and instructions.

Rules: How do I set up an automatic reply while I am on vacation?

Here is an example of how to create a rule for an auto-reply message.
1. Go to Tools / Rules
2. Click the New button
3. Enter an appropriate Rule Name, such as "Out of Office"
4. Verify that "When event is" is set to "New Item" and the "Received" box is checked under "And items are"
5. Check "Mail" under "Item Type:"
6. Click the "Add Action" button and select "Reply"
7. Click OK for the first Reply window.
8. Enter an appropriate message for people to see when they send you an email, such as "I am on vacation till 6/8/04. If you need immediate assistance please contact Bob Smith at 555-1234"
9. Click OK to accept the auto-reply message
10. Click Save to save the rule
11. Click Close to close the Rules Window
Be sure to enable the rule when you want it to become active. Please note that to prevent mailing loops, GroupWise keeps a record of who a reply has been sent to, and makes sure that a reply is sent only once to that user. Individuals who participate in mailing lists may wish to suspend their list subscriptions while on vacation, or add constraints to their vacation rule to prevent auto-replies to the list. For a full description of the workings of the vacation auto-reply and how to apply constraints to your rule, we recommend that you go to the Help Topics tab within the GroupWise program and search on "vacation rule".

Rules: How do I automatically forward email from my GroupWise account?

Here is an example of how to create a rule to forward email to different email account.
1. Go to Tools / Rules
2. Click the New button
3. Enter an appropriate Rule Name, such as "Forward to Home"
4. Verify that "When event is" is set to "New Item" and the "Received" box is checked under "And items are"
5. Check "Mail" under "Item Type:"
6. Click the "Add Action" button and select "Forward"
7. Enter the email address to which all messages should be forwarded in the "To:" field
8. Click OK
9. Click Save to save the rule
10. Click Close to close the Rules Window
Be sure to enable the rule when you want it to become active.

Rules: How do I enable/disable a rule?

When you want a rule to become active you must enable the rule. When you no longer want the rule to apply you must disable the rule.
1. Go to Tools / Rules
2. Highlight the rule that you want to enable/disable
3. Click Enable/Disable
4. Click Close

How do I connect to GroupWise using my cell phone / smart phone / PDA?

If your device has the ability to access the web, you may check your email by pointing your browser to http://groupweb.usouthal.edu/gw/webacc. Alternately, if your device can connect to a Microsoft Exchange email system you can connect directly to GroupWise. First you will need to send an email to acad@jaguar1.usouthal.edu requesting that your account be configured to work. Please include your name, email address and the device's operating system.

Once your account is enabled follow these instructions
1. On your device, go to the Main icon screen.
2. Select Settings / Mail / Add Account
3. Choose Microsoft Exchange option
4. Enter the following information
• Email = your email address
• Username = your email address
• password = mobile01
• NO DOMAIN
5. Click Next and enter "gwnotify.usouthal.edu" in the server field
6. Click Finish of Done to proceed
If everything was entered correctly, your device should sync and you will begin receiving emails from this point forward. Only new messages will appear. You can send yourself a test message to test it out. If you have any problems, call Academic Computing at 460-6161.

How do I create a personal group or mailing list?

1. Click the "Address Book" button on the toolbar.
2. Click the personal address book you want to add this group to.
3. Click the New button on the toolbar
4. Select Group and click OK.
5. Type a name for the group.
6. Type comments, such as a description of the group.
7. Click the Add button.
8. Select the address book you want to pull the members of the group from
9. Find and double-click the users to add them to the group.
10. Click OK twice.

How do I export a personal group or mailing list?

1. Click the "Address Book" button on the toolbar.
2. Click the personal address book where the group is.
3. Select the group that you want to export
4. Select the menu option File / Export
5. Click the "Slected Items..." button
6. Designate a name and location to which export the group. (Neither the file name nor the location is important so long as it is meaningful to you and you are able to find the file later.)
7. Click OK

How do I import a personal group or mailing list?

1. Click the "Address Book" button on the toolbar.
2. Click the personal address book where you want the the group to exist.
3. Select the menu option File / Import
4. Find the *.NAB file that you want to import
5. Click OK

My calendar prints out blank.

If your calendar prints blank even whenyou know that you have appointments entered you should do two things.
1. Make sure that you have the latest version of GroupWise installed. Go here to download and install the latest version.
2. Make sure that you have the 'Calendar" item selected in the tree view to the left. It is possible to print the calendar when you have some other item, such as the "Mailbox", selected however the calendar may print out blank.

I access my GroupWise from a web enabled phone but the page does not display properly. How do I fix this?

Try changing the browser address to "http://groupweb.usouthal.edu/servlet/webacc?user.interface=simple" instead of "http://groupweb.usouthal.edu/servlet/webacc?user.interface=frames"

I am getting an error that says something about the mapi32.dll. How do I fix this?

GroupWise uses an older version of the file mapi32.dll. This is a file that is used by many different applications in the Windows operating system. If GroupWise finds th ewrong version of this file on your PC then it can cause many differnt errors. Below is a link to the mapi32 that should be installed onyou PC.
 If you are getting errors that refer to the mapi32.dll try placing this file in C:\windows\system32 directory. Click here to download: http://jagmail.usouthal.edu/downloads/mapi32.dll

How do I get GroupWise to open when I click on a mailto link on a web page?

If you are lucky you can follow these steps and it will fix it.
1. Go to Start / Contorl Panel / Internet Options / Programs.
2. In the drop-down box next to E-mail select "Novell GroupWise"
3. Click OK
4. Test it here: acad@jaguar1.usouthal.edu
If this does not fix it then you are unlucky. A manual fix can be found here. Please note that this requires modifying the registry. Changing the wrong thing in the registry can cause your PC to stop working altogether. If you are not comfortable doing this call Academic Computing for help.

I am unable to uninstall GroupWise using Add/Remove Programs. What do I do?

Sometimes GroupWise can become so corrupt that it cannot be uninstalled. In these cases we have found the GWClean tool helpful. Follow these steps to reinstall GroupWise.
1. Use Add/Remove Progams to remove all GroupWise software that you can. This includes any add-ons e.g. "browser integration" and "tip of the day".
2. Download, unzip, and run the following tool: http://jagmail.usouthal.edu/downloads/GWCleaner.zip
3. Restart the computer.
4. Rename the directory C:\Novell\GroupWise to C:\Novell\GroupWise_old
5. Download and install the latest GroupWise release.