Troubleshooting
Problem
This document describes the process for collecting data for problems with the Maximo Mobile Synchronization process. Gathering this MustGather information before calling IBM support helps you understand the problem and save time analyzing the data.
Collecting Information
- From your Manage or Maximo application take a screenshot of the system information.
- Provide a description of the issue and where you are experiencing the synchronization failure.
- Provide a screenshot of the error from the device if available.
- If the resource is provided in an error or known, provide the diagnostics test information.
- Is the environment using a preloaded database?
- Is the problem when running a full synchronization, delta synchronization or when posting data?
- Is this a duplicated application?
- If the failing query is known, please provide the syntax.
- Send the output of your current schema (https://managehost/maximo/oslc/graphite/mobile/schema).
- Provide the output of the build.json for the failing application (https://managehost/maximo/oslc/graphite/techmobile/build.json).
Collecting Logs
- Enabling Debug Logging on the Device
Gathering debug logging from the device
- Login to the Maximo Mobile application on your device
- Select the menu icon to open the Navigator
- Click in the navigator (the 9 dots in the lower right corner)
- Select the Help and Support module
- Select Log data
- Slide the 'Enable debug logging' flag to on
- Perform the data synchronization again
- Return to Log Data under Help and Support
- Click in the mail button to save or email the logs
- Enabling Debug Logging for Manage
Gathering debug logging from Manage ( setting some of these loggers may cause performance issues
- login to Manage and open the system properties application
- Search for the oslc root logger and change this from ERROR to INFO
- Search for the sql root logger and change this from ERROR to INFO
- Save and apply settings
- Reproduce the problem
- Collect the Must Gather using the CLI Utility
More information on the queries used for each object structure along with authorization information for the applications can be found in the document below: Maximo Mobile application object structures and query information
Information on the different synchronization options and settings can be found below.
Configuring Delta Sync options
Information on the different synchronization options and settings can be found below.
Configuring Delta Sync options
If you encounter issues when synchronizing data some steps to follow when troubleshooting the issues are.
- 1. Determine the resource that is failing and the error. You can do this by clicking on the cloud icon which should show the error count then click where it says "Error executing the request"
- On the diagnostics screen you should see an error, for example "Download error due to connection timeout"
- Click perform diagnostics
- If the error occurs again, note the object structure and saved query. Review the query to determine if there have been any modifications resulting in the failure.
- If you are unable to determine the cause from the diagnostics you can request a debug application for Android and Windows from IBM support. This will allow you to review the requests as well as see the data returned in the payload to troubleshoot further. The HAR data can be exported and send to IBM when opening a case.
| Title | Description |
|---|---|
| Search all Maximo Mobile synchronization documents on IBM Support Portal | Login error shows &key=NoLogin in URL |
Document Location
Worldwide
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Document Information
Modified date:
16 June 2025
UID
ibm17141991