Troubleshooting Options

If Outlook closes unexpectedly (e.g. with the warning “Outlook...needs to close”), generate core dumps for Outlook. Go to the Zimbra Wiki CoreDump page (located at http://wiki.zimbra.com/index.php?title=CoreDump) for directions. The core dump shows what Outlook was doing at the time of the crash. This file should be sent to Zimbra support, at support@zimbra.com.

n	If Outlook is hanging, or behaving strangely, run the Logging Control tool that is installed when ZCO was installed. See Using Logging Control for troubleshooting. Send this file to Zimbra support, at support@zimbra.com.

n	Remove the ZCO .msi file, delete the .zdb file and the profile, and reinstall.

When ZCO is installed, a Sync Issues folder with subfolders is created in the user’s Outlook Folder List. If errors are found when Outlook syncs with the Zimbra server, a sync failure notification is sent to both the user’s Inbox and the Sync Issues folder. To turn off local failure notifications to the user’s Inbox, deselect Errors to Inbox under the View menu.

To view the Sync Issues folder, click the Folder List icon in the Navigation Pane. The Sync Issues folder is displayed in the Folder List. Users can tell when new messages are in these folders if the folder is bold and the number of unread messages is displayed.

If users are having problems using Outlook and continuously receiving errors, the messages in these folders should be submitted with a support case to Zimbra Support. These messages are created to help Zimbra technical support and engineering debug and fix errors.

ZCOLogCtl.exe is installed when ZCO is installed. If users encounter problems when accessing their Zimbra accounts using ZCO, you can enable the logging control tool to log errors and events that occur while they are using ZCB. Logging Control should be used for all troubleshooting. Once you have enabled logging and have recreated the issue, you can then send this log to Zimbra for analysis.

This logging control tool is in the local ID directory, \Program files\Common Files\System\MSMAPI\<LCID> where LCID refers to the local ID of the user. For USA English, this ID is 1033.

n	HTTP Logging. Enabling HTTP logging will log any HTTP traffic.

n	Verbose Logging. Enabling verbose logging will create more detailed logs, but may affect performance.

n	Keep Logging. When you enable this option, the logging control tool saves more than one backup log file. By default, only one backup log file is saved.

n	Log File Path. In this field, you can specify in what directory log files should be saved.

n	Log File Prefix. In this field, you can specify the prefix for log files.

n	Maximum Log File Size. You can indicate the maximum size of a log file. The default log file size is 10 megabytes. When the size of the log reaches the limit, the current log is set aside and a second log is created. If the log file size is set to 0, the size of the log file is unlimited.

Note: Enable Logging should be unchecked to disable logging when not being used for troubleshooting. If logging is on continuously, performance may be affected.

When ZCO is installed, the Zimbra Support Toolbar is added to the Outlook Views list. If users are having issues with specific emails or folders, you can use this toolbar to collect information to help debug the issue.

To access the Zimbra Support Toolbar, go to View>Toolbars>Zimbra Support. You can also access this toolbar by right-clicking the toolbar area and selecting Zimbra Support from the Toolbar menu. The Zimbra Support Toolbar is added to the Toolbar View.

The Show Properties button shows a subset of the MAPI properties of an item. Select either Message or Folder in the lower left of the MAPI properties dialog to view MAPI properties of a message and of the folder. You can click Save to File to save the MAPI properties of an item to a file.

The Show Original button opens the source of the original item in the default Internet browser. The browser prompts you for the account login information before you can view the item. The source text includes the Zimbra Item ID, Folder ID, and any other information contained in the original item (such as tags, flags, header information, etc.).

The Open By Zimbra Id button allows you to view an email, appointment, task or other item in Outlook by its Zimbra Id. You can find the Zimbra Id of an item by using the Show Original button in the Zimbra Support Toolbar, or by the number listed in a Local Failure Notice.

Note: Meeting requests cannot be opened by Zimbra Id. Drafts can be opened, but will sometimes generate errors when opened by Zimbra Id.

The Set Sync Token button allows you to set the Zimbra Sync Token. Sync Tokens track the syncs between an Outlook client and the Zimbra Server. Sync Tokens increase in numerical value between one sync and the next. Setting a Sync Token to an earlier number allows you to resync any items that failed to sync between the Sync Token you set and the current Sync Token.

For example, if an appointment fails to sync to a user’s Outlook client they will receive a Local Failure Notice in their Inbox and Sync Issues>Local Failures folders.

In this example, an appointment failed to sync. To resync this item and update the user’s Outlook client with the most information, the Sync Token must be set to before the request that failed. In this example, the Sync Token must be set to any token before 55080.

Note: In some cases, sync failures might not be resolved unless the Sync Token number is set back several tokens before the failed sync. For example, if setting the Sync Token to 55079 still fails to sync the item, setting the Sync Token to 55075 might successfully sync the item.

To set the Sync Token and attempt to resync an item that failed to sync, click Set Sync Token in the Zimbra Support Toolbar. The Update Sync Token dialog opens.

If your issue is not a known or common issue, or is persisting despite troubleshooting, you can use the following additional resources to search for information about your issue.

n	Zimbra Forums. The Zimbra Forums, http://www.zimbra.com/forums, are a great place to find answers to problems and issues you may be experiencing.

n	Web Search. If you cannot find a solution to your issue through the Zimbra Forums, you might be able to find other resources or information using a Web search. Go to http://search.yahoo.com and search for other resources by entering a brief description of your problem.

Zimbra Support can be contacted at support@zimbra.com. To provide the highest level of service, please gather the following information before contacting support.

n	Steps for reproducing the problem. You will need to include steps for reproducing the problem that you are experiencing.

n	Log files. You will need to include logs generated by ZCO Logging Control, described in Using Logging Control for troubleshooting. These logs should only contain logging information gathered while the problem was occurring.

n	Zimbra Support Toolbar output. You will need to include any relevant Zimbra Support Toolbar output, described in Zimbra Support Toolbar.

n	Install logs. If you are experiencing issues with installing ZCO, please include the install logs. You can create install logs by running the following command.

Sync error messages. If you are experiencing issues with syncing, include any relevant error messages. You can find sync error messages in the Local Failures and Server Failures folders, located in the Sync Issues mail folder. For more information about the Sync Issues folder, see Reviewing Sync Issues folders.

Core files. If you are experiencing issues with ZCO crashing, include the automatically generated core files located in %temp%\zco-cores. If these core files have not been automatically generated, you can manually create a core dump using the instructions available at the Zimbra Wiki, located at http://wiki.zimbra.com/index.php?title=Creating_a_Core_Dump_from_a_Running_Process_using_WinDbg.