- Integrating Exchange Server or IBM Notes Traveler Server
- S/MIME for WorxMail
- Push Notifications for WorxMail for iOS
- Testing and Troubleshooting WorxMail
When WorxMail isn't working properly, connection issues are typically the cause. This article describes how to avoid connection issues and, if issues do occur, how to troubleshoot them.
The Worx Exchange Active Sync (EAS) Test tool helps you verify that ActiveSync is ready for deployment in a XenMobile environment and that your environment meets the system requirements for WorxMail push notifications. The Worx EAS Test tool verifies the following:
The tool provides a comprehensive list of recommendations for correcting issues.
The Worx EAS Test tool, Worx EASTest.ipa, is available for download from http://support.citrix.com/article/CTX141685.
The EAS Test tool supports environments configured with explicit user name and client certificate authentication. The method for installing Worx EAS Test on devices depends on the type of authentication that you want to test:
|Authentication Type||Installation Method|
Explicit user name
Install Worx EASTest.ipa on iOS devices using iTunes.
Wrap Worx EASTest.ipa with the MDX Toolkit and then add the app to XenMobile.
To uninstall Worx EAS Test:
Worx EAS Test writes all logs to /documents/citrixlogs/ on a device. If you wrap Worx EAS Test, the app generates two files: CtxLog_AppInfo.txt and CtxLog_AppPolicies.xml. Use the Send Log command in Worx EAS Test to email all log files.
Prerequisites for testing:
To set up a test:
For a cluster configuration, add all the servers including the load balancing server. Tap Next to add more servers or tap Dismiss to continue with the next step. To delete an added server, swipe left on its name and tap Delete.
Test results appear as shown in the following example:
The following example shows how issues are reported.
The following example shows how the tool notifies you that WorxMail successfully received a test push notification.
If there are issues during the test, the results appear as shown in the following example:
All Worx apps generate several logs to assist with troubleshooting. To obtain WorxMail logs:
On iOS devices, Worx Home automatically uses native email clients to send WorxMail logs. Worx Home does not allow users to send logs as email attachments with WorxMail. This is a third-party issue. As a workaround, you can configure XenMobile 10.3 to send logs to the server automatically. Go to Settings > Client Support > Send logs to IT help desk and select directly.
The zip files sent includes the following logs:
App info logs include information about the device and app. Verify that the hardware model and platform version in use are supported. Verify that the versions of WorxMail and MDX Toolkit in use are the latest and are compatible. For details, see System Requirements for WorxMail and XenMobile Compatibility.
The policies logs provide the values of all MDX policies applied to WorxMail as of the time you obtained the log. For connection issues, verify that the values for the <BackgroundServices> and <BackgroundServicesGateway> policies.
For initial configurations of WorxMail, the most common issue is “Your Company Network Is Not Currently Available.” To use the diagnostic logs to troubleshoot connection issues, as follows.
The key columns in the diagnostic logs are Timestamp, Message Class, and Message. When an error message appears in WorxMail, make note of the time so you can quickly locate related log entries in the Timestamp column.
To determine whether the connection from the device to NetScaler Gateway succeeded, review the AG Tunneler entries. The following messages indicate successful connection:
AG policy Intercepting FQDN:443 for STA tunneling
New TCP proxy connection to (null):443 established
To determine whether the connection from NetScaler Gateway to XenMobile succeeded (and thus can validate the STA ticket), go to the Worx Home diagnostic log and review the INFO (4) entries under Message Class, for the time the device was enrolled. The following messages indicate that Worx Home obtained a STA ticket from XenMobile:
Getting STA Ticket
Got STA Ticket response
STA Ticket – Success obtaining STA ticket for App -- WorxMail
During enrollment, Worx Home sends a request to the XenMobile server for a STA ticket. The XenMobile server sends the STA ticket to the device, where it is stored and added to the XenMobile server STA ticket list.
To determine if the XenMobile server issued a STA ticket to a user, check the UserAuditLogFile.log, included in the XenMobile support bundle. It lists for each ticket, the issue time, user name, user devices, and result. For example:
Time: 2015-06-30T 12:26:34.771-0700
Device: Mozilla/5.0 (iPad; CPU OS 8_1_2 like Mac OS X)
Result: Successfully generated STA ticket for user ‘user2’ for app ‘WorxMail’
To check the communication from NetScaler Gateway to the mail server, a quick way to tell if DNS and networking are configured correctly is to use WorxWeb to access Outlook Web Access (OWA). Like WorxMail, WorxWeb can use a micro VPN tunnel to establish a connection to NetScaler Gateway, which acts as a proxy to the internal or external resource it is accessing. In most cases, particularly in an Exchange environment, OWA is hosted on the mail server.
To test the configuration, open WorxWeb and enter the FQDN of the OWA page to see if you can access it. That request takes the same route and DNS resolution as communication between NetScaler Gateway and the mail server. If the OWA page opens, you know that NetScaler Gateway is communicating with the mail server.
If all of the preceding checks indicate successful communications, you know that the issue isn’t with your Citrix setup, but instead with the Exchange or Traveler servers.
You can collect information for your Exchange or Traveler server administrators. First check for HTTP issues on the Exchange or Traveler servers by searching the WorxMail diagnostic log for the word “Error”. If the errors include HTTP codes and you have multiple Exchange or Traveler servers, investigate each server. Exchange and Traveler have HTTP logs that show HTTP requests and responses from client devices. The log for Exchange is C:\inetpub\LogFiles\W3SVC1\U_EX*.log. The log for Traveler is IBM_TECHNICAL_SUPPORT > HTTHR*.log.
Suppose that WorxMail is having an issue such as it can’t send an email, emails are getting stuck in drafts, contacts are missing, or calendar items are out-of-sync. To troubleshoot those types of issues, use Exchange ActiveSync mailbox logs. The logs show incoming requests sent by the devices and the outgoing responses from the mail server.
For more details, see these TechNet blog posts: