Skip to main content
Kofax

How to backup the messages in LN2TC database to troubleshoot TC/LINK-LN Problems

Summary

5238

Description:

  • This knowledge base article gives some hints to troubleshoot problems when sending from Lotus Notes to KCS using TC/LINK-LN.
  • It describes a technique to get a backup of those outbound messages waiting in the LN2TC mail router database, before they are picked up from there by TC/LINK-LN.
  • This message backup can be used to verify/reproduce the problem in another test- or development environment, using exactly those messages as sent by the customer.
  • It is especially useful for investigating following problem scenarios:
    • Specific messages are not picked up at all from the LN2TC database and are stuck there.
    • The layout of some messages in KCS are not as you expected.

Solution:

Additional comments and hints:

  • Some of the Steps described below describe registry subkeys and values. The description below refers to an installation where TC/LINK-LN runs under a 32-bit (x86) operation system, e.g. Windows 2003.
    On a 64-Bit Windows (x64) system (e.g. Windows 2008 R2) you will find these registry values under:
         HKLM\SOFTWARE\WOW6432Node\TOPCALL\TCLINKLN
  • The screenshots and menu options assume that the Lotus Notes client is configured to run in the so-called 'Basic mode' (instead of running in the 'Eclipse mode'). See knowledge Base article 'KCS TC/LINK-LN RTF conversion may fail on Windows 2008 R2' to get more details for why it is recommended to configure the 'Basic mode':
         https://kofax-prod.mindtouch.us/Kofax_Communication_Server/Troubleshooting/ErrorMessage/KCS_TCLINKLN_RTF_conversion_may_fail_on_Windows_2008_R2

Step 1: Preparations

  • Login interactively (or via Remote desktop Admin mode) with the same Windows user as used by TC/LINK-LN
  • Stop all instances of TC/LINK-LN running on different KCS Link Servers that are polling this specific LN2TC database.
  • On one of the Link servers, start the Lotus Notes client (the Lotus Notes client cannot be started if TC/LINK-LN is still running). Typically, TC/LINK is runs with a Lotus Notes User-ID without password protection. If you start the Lotus Notes client now, it will use the same Lotus Notes user and therefore you shouldn't get a prompt to enter a password.

Step 2: Create a new local database, which will be used to backup the messages

  • Within the Lotus Notes client, use menu option 'File - Application - New...'.
  • In the 'Server' field, leave the default 'Local'.
  • Select a title (e.g. LN2TC Backup) and
  • a File name for where the new database should be stored (e.g. C:\Temp\LN2TC_Backup.nsf). It is recommended to use the 'Browse' button, showing the folder icon near the 'File name' edit box, to be sure that an existing directory is used.
  • Enable the check-box 'Show advanced templates' and select the 'Mail router mailbox (8)' from the list. Then press the 'Encryption' button and select in the next dialog the radio button 'Do not locally encrypt this database'.
  • Confirm both dialogs with 'OK' and the database will be created (check with Windows Explorer).Screen Shot 2018-07-25 at 9.24.42 AM.png
  • After pressing 'OK', a new tab window will be opened showing 'About LN2TC Backup - Design'.
  • Close this tab and it will show you the newly created database without any documents inside.

Step 3: Send some problem messages

  • Now send some of the problematic messages (from the Lotus Notes client or any other source, e.g. internet messages received via the Lotus Notes SMTP connector), they will end up in the LN2TC database.
  • From there they will not be picked up anymore because all TC/LINK-LN instances are stopped.
  • If there already are problem messages located in the LN2TC database, which could not be picked up by TC/LINK-LN, you can skip this step.

Step 4: Open the LN2TC database located on the Domino Server

  • Check the file name of the used database file with the registry editor, typically this is 'LN2TC.NSF'.
    Registry value: HKLM\SOFTWARE\TOPCALL\TCLINKLN\NOTES\Database
  • Within the Lotus Notes client use the menu option 'File - Application - Open...'
  • A new dialog opens, in the 'Look in...' drop-down box select the correct Domino Server.
    The Name of the Domino Server can also be seen in the registry under registry value
    HKLM\SOFTWARE\TOPCALL\TCLINKLN\NOTES\Server
  • In the Edit box 'File name' enter the name of the database as specified in registry value
    HKLM\SOFTWARE\TOPCALL\TCLINKLN\NOTES\Database

    Typically this will be 'LN2TC.nsf'
    Screen Shot 2018-07-25 at 9.27.35 AM.png
  • Once you selected the correct values, press the 'Open' button.
  • If the LN2TC database was opened the first time, you will again get a 'About using this database' tab, which can be closed with the 'x' in the tab.
  • Afterwards you will see the database. Inside the database you see the messages sent in Step 3 and possibly also other messages which have been sent by the customer in the meantime.
  • You can use the 'F9' button to refresh the view. (do not use 'F5' it will lock the Lotus Notes session.)

Step 5: Copy the problematic documents from the LN2TC database

  • Now you should select the problem-documents in the view. To do so set a check-mark into the left-most column of the view (click in-there using the mouse), see area marked in red in the next screen shot.
  • To select ALL documents you can also press the keys 'Ctrl-A'.Screen Shot 2018-07-25 at 9.55.33 AM.png
  • Now copy the selected documents to the clipboard using Ctlr-C. If you selected many messages you will see a progress bar. Wait until all messages are copied.
  • Click on the 'LN2TC Backup' tab to navigate to the backup database.
  • Press Ctrl-V to 'paste' the selected documents to this database. After finishing this step you'll have a backup copy of the documents within the LN2TC_Backup.nsf database.

Step 6: Also get a copy of the TCSETUP.NSF

  • The setup database contains important configuration data, e.g. the design of special forms. For reproducing problems it is therefore important to also get a copy of this database.
  • Verify the used database name in the registry, typically this will be 'TCSetup.nsf' registry value:
         HKLM\SOFTWARE\TOPCALL\TCLINKLN\NOTES\TCSetupName
  • Open the database from the Domino Server using menu option 'File - Application - Open'. Again the correct domino server name must be selected using the 'Look in' drop-down box:
    Screen Shot 2018-07-25 at 10.02.51 AM.png
  • Create a copy of the TCSetup.nsf database using menu option 'File - Applicaton - New Copy...'
    • ?Use the server 'Local'.
    • Within the File name we recommend to use the same directory as used for the 'LN2TC_Backup.nsf'. Uncheck the check-box 'Access Control List'.
    • Select the radio button 'Application design and documents'(this is the default selection).
    • Press the button 'Encryption' and select the option 'Do not locally encrypt this database' in the next sub-dialog.
      Screen Shot 2018-07-25 at 10.04.01 AM.png
  • After pressing OK you will get a copy of the TCSetup.nsf in the 'C:\Temp folder'.

Step 7: Version of installed Lotus Notes client

  • For analysing the problem it is also important to know the exact version of the Lotus Notes client currently installed on your Link server. Add a screenshot of the version:
  • Within the Lotus Notes client, select menu option 'Help - About Lotus Notes'.
    Screen Shot 2018-07-25 at 10.04.55 AM.png
  • In general we recommend to use the latest version of the Lotus Notes client. At the time this knowledge base article was created (Sept. 2012) the latest version was 8.5.3 with FixPack 2.

Step 8: Prepare necessary TC/LINK-LN trace settings

  • Now configure appropriate Trace settings in the registry of TC/LINK-LN.

HKLM\SOFTWARE\TOPCALL\TCLINKLN\MaxTraceFiles >= 10
HKLM\SOFTWARE\TOPCALL\TCLINKLN\MaxTraceFileSize >= 10000
HKLM\SOFTWARE\TOPCALL\TCLINKLN\AppendTrace=1
HKLM\SOFTWARE\TOPCALL\TCLINKLN\General\TraceLevel=0xFF
HKLM\SOFTWARE\TOPCALL\TCLINKLN\General\MailDebug=1
HKLM\SOFTWARE\TOPCALL\TCLINKLN\General\TraceSmall=0
HKLM\SOFTWARE\TOPCALL\TCLINKLN\NOTES\TraceLevel=0xFF
HKLM\SOFTWARE\TOPCALL\TCLINKLN\TOPCALL\TCSIDebug=1

  • Delete existing TCLINKLN*.TRC files in the directory C:\TCOSS\Trace

Step 9: Process the messages with TC/LINK-LN

  • Close the Lotus Notes client.
  • Start the TC/LINK-LN using KCS Monitor. Only one instance of TC/LINK-LN should be started. Other instances of TC/LINK-LN installed on other KCS Link servers should be kept in status: 'stopped'. By doing so it is ensured that all messages are processed on this TC/LINK-LN instance and the resulting traces will contain all messages.
  • Wait until all messages are processed (check the message counter in KCS Monitor and use TCFW).

Step 10: Collect all trace information:

  • Collect the following information and forward them to your next level of support.
    • Database backups C:\Temp\LN2TC_Backup.nsf and C:\Temp\TCSetup.nsf.
    • Registry backup of registry sub-key HKLM\SOFTWARE\TOPCALL (as .reg file).
    • TCLINKLN Traces (C:\TCOSS\Trace\TCLINKLN*.Trc).
    • Screenshot of used Lotus Notes client version.

Step 11: Verify the problem in a test- or development environment.

  • To verify the problem in a test- or development environment the steps are reversed.
  • The 'LN2TC_Backup.nsf' must be copied to the Test- or development server where TC/LINK-LN is installed.
  • TC/LINK-LN must be stopped and the local 'LN2TC_Backup.nsf' database is opened in the Lotus Notes client.
  • The messages in the LN2TC_Backup.nsf database have to be checked to find out which addressing was used (domain names, recipients,...).
  • Depending on the used addressing, some registry values in the test environment have to be adapted to match the addressing of the test messages,...
    • the registry value NOTES\Owndomain must be adapted and
    • appropriate Services/users must be created in KCS.
  • The problem documents are selected in the 'LN2TC_Backup.nsf' with a tick mark and copied to the clipboard with Ctrl-C.
  • Then the LN2TC Database on the Domino Server is opened in the test environment and the documents are copied over using Ctrl-V.
  • Afterwards TC/LINK-LN is started to process the messages which have been manually copied to the LN2TC database.

Possible Problem:

  • If you forget to configure the correct Encryption mode in Step 2, you will not be able to open the database with the Lotus Notes client of your Test/Development environment. You will get an error message stating:
    'This database has local access protection (encrypted) and you are not authorized to access it'
    In this case you must repeat the steps and get the data again.

Applies To:

  • KCS 9.0 or higher, TC/LINK-LN
  • Lotus Notes client version 8.5.x (verified with 8.5.3 FP2)

Keywords: Notes, troubleshooting,message, stuck, database, flow,conversion, error,

  • Was this article helpful?