Outlook Connector

Recommended Data Collection for Sun Java Outlook Connector (SJOC) Issues

When contacting Sun Support to obtain assistance with a SJOC issue, it is necessary to provide a detailed problem description and a minimum set of required data - directly below are some guidelines on these topics. It will also often be necessary to collect additional data which is more specific to the problem - recommendations for which will follow in later sections.

(under construction as of July 29 2009)

Problem description

The problem description should be as detailed as possible and should try to address all of the following points.

• problem symptoms
  Include screenshot if applicable
• always reproducible?
• browser or platform specific?
• component-specific? e.g. mail, calendar, etc
• specific to particular users, folders, messages, domains, languages, events, etc?
• when did the problem start?
• any changes that coincided with problem start (patches, config, load, etc)?
• how frequently is the issue seen?

If the problem is reproducible then a detailed step-by-step procedure to recreate the problem should be provided to Support such that if the issue can be reproduced within Sun then data can be collected internally without recourse to requesting additional troubleshooting data from customers.

Required data

In addition to the detailed problem description, the following items of data are required in order to help problem reproduction and/or troubleshooting.

• SJOC version information, and Outlook versions affected. This is viewable from the "Outlook Help Menu."
• browser and platform versions in use
• Configuration and installation log files:

• Get the following registry key to identify log level:

\HKEY_CURRENT_USER\Software\Sun Microsystems\Outlook Connector

C:\downloads>regedit /a "C:\downloads\regout.reg" "HKEY_CURRENT_USER\Software\Sun Microsystems\Outlook Connector\"

• Get log files

C:\Documents and Settings\Administrator\Local Settings\Temp\1\Sun Outlook Connector Logs\sjoc.log

• Get pst file

C:\Documents and Settings\Administrator\Local Settings\Application Data\Sun\Outlook Connector\SJOC_24.pst

• Get System info

• set (env variables)
• ver (basic windows version)
• msinfo32

C:\downloads>"C:\Program Files\Common Files\Microsoft Shared\MSInfo\msinfo32.exe
" /report "c:\downloads\msinfo.out"

• systeminfo (xp)

For Performance information:

New Windows XP commands -

http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/ntcmds_new_tools.mspx?mfr=true

• How To Create and Configure Performance Monitor Alerts in Windows 2000 http://support.microsoft.com/kb/302558

• logman (xp)