Thursday, April 17, 2008

SnTT - Issues with iNotes.....DWA

Had a rather difficult interesting issue cross my desk yesterday that I thought would make for a perfect SnTT post. It's long winded, but understanding the troubleshooting I went through may help others in the Google-for-help.

Here's the scenario:
  • User has DWA access only on a company supplied laptop running IE6.
  • Mail file exists on a Domino 7.0.3 server with the inotes6.ntf design.
  • In IE6, all appears to be correct and functioning normally . Also, I opened it in my Notes client, everything functioned correctly.
  • When the user logs into his mail with IE7, all of the Inbox documents "disappear".
  • Items that are in user created folders, the Sent folder and Calendar items are there.
  • In the All Documents view, if you sort descending on the Date column, things appear, otherwise nothing shows up there either.
  • While troubleshooting this issue, opening the mail file in Firefox gave the same results that IE7 was seeing.
Thinking that it was simply a view issue, I followed the standard troubleshooting steps of running a compact -c -d -i followed by a updall -R and a fixup -J. Nope. Problem still exists. Then I decided to update the mail template to the dwa7.ntf design. Still didn't work. Looked at the (HikuTOC) hidden view and everything appeared correct there too. Frustrated, I then tried removing the iNotes6 Class and the Domino Web Access 7 controls from IE7. That yielded the same results as before. I even went as far as hitting the Reset button in the Internet Options-Advanced tab in IE7 to put everything back to the default state. Still nothing was showing in the Inbox view. So with all those steps complete, it was time to open a PMR.

Working with Noel, the tech on the other end of the phone, we tried replacing the design of the mail file with the log.ntf template from the server and then putting it back to the dwa7.ntf template. Sounds weird doesn't it? But it does make sense since replacing the database design with something other than a mail template removes all the mail design elements. After replacing the design back to dwa7.ntf and an Updall -R against the database, still the same results. The next step was to disable the item "Enable native XMLHTTP support" in the Internet Options-Advanced-Settings-Security section in the Internet Options of IE7. Once I had done that and refreshed the Inbox, everything appeared, but, it still didn't fix the issue. Opening the mail file in Firefox still didn't display the correct information. Now it was time for the "nuke from orbit approach".

In my Inbox, I created a new memo. In the memo addressed to the individual having the problem,I went up to Create-Hotspot and selected Button. This opened a programming window at the bottom of the memo which allowed me to create the button to execute the code. First, I set the code type from Formula to Lotuscript. I labled the button iNotes Nuke1 and pasted in the following script supplied by Noel:

Dim s as New NotesSession
Dim db as NotesDatabase
Dim doc as NotesDocument
Set db = s.currentdatabase
Set doc = db.GetProfileDocument("inotesprofile")
Call doc.Remove(True)

I then went on to create two more buttons following the same steps as above:
Label - iNotes Nuke 2

Dim s as New NotesSession
Dim db as NotesDatabase
Dim doc as NotesDocument
Set db = s.currentdatabase
Set doc = db.GetProfileDocument("dolsofflineconfiguration")
Call doc.Remove(True)

Label - iNotes Nuke 3

Dim s as New NotesSession
Dim db as NotesDatabase
Dim doc as NotesDocument
Set db = s.currentdatabase
Set doc = db.GetProfileDocument("inotesviewprofile" )
Call doc.Remove(True)

With the buttons created, I sent the memo to the user. On another machine, I had installed that users ID file for the Notes client. Opening the memo in the client, I clicked the first button, which of course will bring up the Execution Security Alert window. I had to click "Start trusting the signer to execute the action" to allow the script to run. After the first button ran, I clicked the other two buttons. Noel instructed after running the code to create and send a new memo from the mail file to allow new profile documents to be created. After closing out of Notes and re-enabling the "Enable native XMLHTTP support" in the Internet Options-Advanced-Settings-Security section in the Internet Options of IE7, I was able to log into the mail file and see everything in IE7. Firefox also worked as well!

Deleting profile documents can usually fix most of the really odd issues with a notes mail file, but be warned! You can also delete user configured settings like calendar access, signatures and message marking settings if you start getting into some of the other profiles that are in thel file so be aware and prepared!

Thanks for the help, Noel!

3 comments:

Anonymous said...

Hi Andy, Thanks for the exellent port. Had the same problem but unfortunately this didn't help.

It ended up that the problem was one message having this, , in the subject field. Removing it from the subject solved it.

Regards
/Calle

franza said...

got the same problem, but unfortunately none of this solutions works :(
Calle, what is the character that was in one of the documents' subject you mentioned? I'm asking because what you pasted in, is unreadable for me.

Naresh said...

Naresh here....

None of our users are able to see their inbox from IE7/Firefox.Can we rectify this at the server level so that it affects all the users at a time.


Regards
Naresh