How to turn on advanced synchronization logging if a wired synchronization fails

• BlackBerry® Desktop Software 4.5 to 6.1
  

When synchronization does not complete for a BlackBerry® smartphone, the cause can vary. To debug Intellisync® translation errors, examine the data provided in the PTTrace.log and tif.log synchronization log files. The following tasks describe how to turn on advanced synchronization logging and collect the information generated.

Summary of Tasks

1. Identify which organizer application is causing the synchronization to not complete.
2. Configure the iloptcfg.cfg file .
3. Turn on ODSViewer logging (IBM Lotus Notes only).
4. Synchronize the BlackBerry smartphone using the affected application to create the synchronization log files.
5. Reconfigure the iloptcfg.cfg file.

Task 1 - Identify which organizer application is causing the synchronization to not complete

Identify which organizer application is causing the synchronization to fail by synchronizing each application separately until the issue recurs. For instructions, see KB03069 .

Task 2 - Configure the iloptcfg.cfg file

1.    Close BlackBerry® Desktop Software or BlackBerry® Desktop Manager if it is currently open.

2.    Set folder options to show Hidden files and folders

·         Windows® 2000 or Windows® XP

1. In Windows Explorer, click Tools > Folder Options > View tab .
2. In the Advanced Settings section, under Hidden Files and Folders, select Show hidden files and folders.
3. Click the Apply button
4. Click the OK button

·          Windows Vista™ and Windows 7

1. Go to Start >Control Panel .
2. Complete the appropriate step below:

·         If Control Panel opens in the Classic View , double-click the Folder Options icon and select the View tab.

·         If Control Panel opens in the Control Panel Home view, click Appearance and Personalization and then click Show Hidden Files or Folders .

1. In the Hidden files and folders section, select the Show hidden files and folders radio button.
2. Clear the Hide extensions for known file types check box.
3. Clear the Hide protected operating system files check box.
4. Click the Apply button.
5. Click the OK button.

3.    Navigate to one of the following directories according to the Windows Operating system on the PC.

·           Windows® 2000 or Windows® XP

C:\Documents and Settings\<user_name>\Application Data\Research In Motion\BlackBerry\Intellisync

·         Windows Vista™ and Windows 7

C:\Users\<user name>\AppData\Roaming\Research In Motion\BlackBerry\Intellisync

4.    Open the iloptcfg.cfg file using Notepad.  

5.    Change the MultiJobTraceLog value to 200 (the default is 1). This setting generates the PTTrace.log file.

6.    Change the TifLog value to 100 (the default is 0). This setting generates the tif.log file. The setting TifLog may need to be added under the [ilwin] section if it does not exist when using BlackBerry Desktop Software 6.0.

7.    Save and close the file.

Task 3 - Turn on ODSViewer logging (IBM Lotus Notes only)

For IBM® Lotus Notes® 6, 6.5, 7.0, 8.0, and 8.5, complete the following steps to turn on ODSViewer logging:

1. Open Windows Explorer and go to one of the following locations, depending on the version of the BlackBerry Desktop Software that is running on the computer:
   • BlackBerry Desktop Manager 5.0.1 and lower - C:\Program Files\Research In Motion\BlackBerry\IS71 Connectors\Lotus Notes 5.0
   • BlackBerry Desktop Software 6.0 -C:\Program Files\Research In Motion\BlackBerry\Desktop\IntelliSync\Connectors\Lotus Notes Connector
2. Double-click the ODSViewer.exe file.
3. Perform a synchronization with the BlackBerry smartphone. The logs and the output path will now show in the ODSViewer application.
4. In the ODSViewer, verify that the output path is set to a valid file name (for example C:\TEMP\ODSDebug.log)
5. After Task 4 is completed, click Dump to export the information.

   Note: The ODSViewer log is particularly useful when the number of items detected for synchronization does not match the number of items in the source database as there will be a log entry such as:
   
   2011/01/01 12:00.00     Skipping record. It has no company or last name (form rules
   

Task 4 - Synchronize the BlackBerry smartphone using the affected application to create the synchronization log files

For BlackBerry Desktop Manager 5.0.1 and earlier

1. Open the BlackBerry Desktop Manager.
2. Connect the BlackBerry smartphone to the computer.
3. In the BlackBerry Desktop Manager, click Synchronize.
4. In the left pane, click Synchronization.
5. Click the Synchronization button.
6. Clear all the check boxes, except for the check box beside the organizer application that is causing the error, and then click OK.
7. In the Synchronize window, click the Synchronize button near the center of the page. This creates the PTTrace.log and tif.log synchronization log files.

For BlackBerry Desktop Software 6.0 and 6.1

1. Open the BlackBerry Desktop Manager.
2. Connect the BlackBerry smartphone to the computer.
3. Click Organizer.
4. Clear all of the check boxes, except for the check box beside the organizer application that is causing the error.
5. Click Sync. This creates the PTTrace.log and tif.log files.

Task 5 - Reconfigure the iloptcfg.cfg file to disable advanced logging once log file has been gathered.

Navigate to one of the following directories according to the Windows Operating system on the PC.

 

·           Windows® 2000 or Windows® XP

C:\Documents and Settings\<user_name>\Application Data\Research In Motion\BlackBerry\Intellisync

·         Windows Vista™ and Windows 7

C:\Users\<user name>\AppData\Roaming\Research In Motion\BlackBerry\Intellisync

4.    Open the iloptcfg.cfg file using Notepad.  

1. Change the MultiJobTraceLog value back to 1.
2. Change the Tiflog value back to 0.
3. Save and close the file.