Troubleshooting

Add Users Assistant cannot find mail users

Problem: When running the Add Users Assistant to discover users from the mail server, either in Setup Assistant or Interaction Administrator, no users are returned.
Solution: The most likely causes of this error are partial or mis-configuration of CIC as a Trusted Application in GroupWise. When configuring the GroupWise mail provider in Setup Assistant or Interaction Administrator, it is possible, though not recommended, to only supply partial information without any errors noted. However, the GroupWise Connector will not work until all of the information is provided.

Try the following:

Open the Interaction Administrator GroupWise Configuration dialog (Mail > GroupWise > Properties) and check the Trusted Application File field to verify that A key was previously entered. If this is not the case, perform the Generate the Trusted Application file procedure described in this document and import it in Interaction Administrator as described in Configure CIC for GroupWise.
Check to see that the SOAP Port value for the GroupWise POA is same as the Port value in the Interaction Administrator GroupWise Configuration dialog.
Check to see if the GroupWise POA is using SSL for SOAP, and if it is, make sure that the Use secure connections (TLS) setting in the Interaction Administrator GroupWise Configuration dialog is checked.
To ensure that the Trusted Application Key file has not been regenerated since the original key was imported in Setup Assistant or Interaction Administrator, regenerate a new key file, copy it to the CIC Server and import it in Interaction Administrator as described in Generate the Trusted Application Key file for GroupWise.

Problem: Users report that when they try to access their voicemail boxes via the TUI, they are informed that their mailbox was unavailable at this time. Also, there are warnings in the Application Event viewer from Post Office.
Solution: At some point after the original Trusted Application Key file was generated and imported, a new Trusted Application Key file was generated and imported in Setup Assistant or Interaction Administrator. This may not be immediately obvious as some mail functions may appear to continue to work until the GroupWise Connector is restarted. Regenerate the Trusted Application Key file, copy it to the CIC server, and import the new key file in the Interaction Administrator GroupWise Configuration dialog (Mail > GroupWise > Properties).