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TroubleshootingLocate this document in the navigation structure

Use

A versatile trace function is available to troubleshoot connection, synchronization, or other problems. Numerous trace modes are available to log events. The detailed technical logs can then be used by service personnel to provide assistance.

Procedure

After the problem has been resolved, you can choose Delete to delete the trace log.

Unstable Connection

The Mobile Client for Handhelds provides a data packaging option if the link to the Data Orchestration Engine (DOE) is not stable.

Note

Contact your administrator if you are not sure how to use this function.

To transfer data in individual packages:

In the Sync Settings view, select Data packaging required and enter the size for the data packages.

Note

If the connection breaks during synchronization and you need to synchronize again, only the packages that did not arrive completely in the target system are transferred.

No connection

  1. Check your logon, connection, and sync data.

    • Answer these questions:

      • Is your user correct?

      • Is the connection data (host, port, and client) correct?

      • Are you using a proxy host, and if so, are the host and port data correct?

        Note

        If you do not know whether the maintained entries are correct, contact your administrator.

    • If you needed to change any data, attempt to synchronize again.

    • If the problem persists, check whether the displayed Sync Log provides an indication of the source of the problem.

  2. From the Menu , choose Start of the navigation path Manage Device  Next navigation step  Settings  Next navigation step  Trace Settings End of the navigation path.

  3. Select Enable trace and the Trace level from the dropdown list.

    Contact your administrator or support personnel for information on what trace level you should use, then choose All , Debug , Path , Info , Warning , Error , Fatal , Max , Min , or None .

    Note

    Trace settings are valid for only one session. They are reset after a new start.

  4. Click Save .

    The trace log is saved on your device.

After the problem has been resolved, you can choose Delete to delete the trace log.

Other Problem

If you have a connection, but a function on the client is not working properly:

  1. From the Menu , choose Start of the navigation path Manage Device  Next navigation step  Settings  Next navigation step  Trace Settings End of the navigation path.

  2. Select Enable trace and the Objects to trace from the dropdown list.

    Choose All , Debug , Path , Info , Warning , Error , Fatal , or None .

  3. Choose Send trace file to server .

  4. Click Save .

    The trace log is saved on your device.

  5. Attempt to carry out the activity that is not working properly.