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CallPilot Desktop Messaging Installation and Maintenance Guide
Chapter 4
Troubleshooting
This chapter is about:
• Troubleshooting during installation
• Troubleshooting log on problems
• Troubleshooting Outlook 2002 problems
• Troubleshooting Lotus Notes log on problems
• Troubleshooting after logging on
• Accessing Desktop Messaging online Help
• Using Desktop Messaging Support Tools
• Using CPTrace
This chapter discusses problems that subscribers can experience with Desktop Messaging. The
troubleshooting information is divided into problems and suggested solutions. Based on the
expertise of subscribers, you can ask them to do some of the troubleshooting procedures.
If the suggested solution does not correct the problem, contact your Nortel Networks
representative.
The problems discussed here apply to all clients unless otherwise noted. Perform the suggested
solutions from the desktop computer, or, where noted, on CallPilot 100/150 or CallPilot Manager.
Troubleshooting during installation
Before you begin to install Desktop Messaging for Microsoft Outlook, GroupWise, or Lotus
Notes, you require:
• the subscriber’s CallPilot mailbox number
• the fully qualified domain name or IP address of CallPilot 100/150
• the SMTP/VPIM prefix of CallPilot 100/150
Obtaining the Desktop Messaging version number
1 If the subscriber cannot log on, but you require the CallPilot version number, navigate to:
windows\system\nmdcva.exe
2 Right-click the file and select Properties.
The Properties page appears.
3 Select the Version tab.
The version number for Desktop Messaging is displayed.
Note: Before you install Desktop Messaging, make sure the Integrated Client
(Microsoft Outlook, GroupWise, or Lotus Notes) is working properly.