Frequently Asked Questions

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Troubleshooting

Questions

Contacting AweSync Support

If you have any other questions not listed above, please Contact Us.

 

Installation error: Configuration file is damaged

Awesync installation didn't start and throws this error. What happens and how to proceed?

Answer:

This error means, that you have corrupted records in Windows Installer database. Most probably, you removed some files form Windows\Installer folder to free up the space. This probably is done by some third-party cleaning tools.

Please  use Windows Installer cleanup tool from Microsoft, and clean installation records for Awesync. 

Then remove Awesync's installation folder (usually C:\Program Files\Awesync). Your config file will remain unchanged, it is stored in your User Profile, folder %APPDATA%\Awesync

Then download fresh copy of AweSync Installer, and install it.

 

Installation error: Lotus Notes software is not properly installed

Awesync installation is stopped with error "Lotus Notes software is not properly installed". What's the solution?

Answer:

Reason of this error is that Lotus Notes COM objects are not registered in Windows. This usually means, that Lotus Notes was installed by simple files copying from another computer. Also, Lotus Notes versions 6.x don't register COM objects even after  regular correct installation. To fix this error, you should perform the following:

1. Run Command Prompt. (Start / Programs / Acsessories / Command Prompt). In Vista and Windows 7 this command should be executed as Administrator (right click - Run as Administrator)

2. In Command Prompt window change directory to your Lotus Notes installation:(change to your real installation path)

cd C:\Lotus\Notes

 3. Execute the command

regsvr32 nlsxbe.dll

 Message "DllRegisterServer ... succeeded" should appear.

Installation error: Lotus Notes software is not installed on this computer

Awesync installation is stopped with error "Lotus Notes software is not installed on this computer". What's the solution?

Answer:

Reason of this error is that Windows registry doesn't contain Lotus Notes keys. This usually happens if Lotus Notes was installed by just files copying from another computer. Notes itself may work well in this case, but any other programs which use Lotus Notes COM may be unusable.

Registry key

HKLM\Software\Lotus\Notes

or (on x64 systems)

HKLM\Software\Wow6432Node\Lotus\Notes

should contain string value

Path

with correct path to your Lotus Notes installation.

First run error: Can't read registry settings (Single user installation)

The first run after installation of AweSync shows this error. What's the solution?

Answer:

There may be several reasons for this error:

This is the same error as above. In older versions it was not checked by installer. Version 1.0.1.3 and above will not allow installation of AweSync until this registry setting is correct.

First run error: Can't read registry settings (Multiple users installation)

In first run after installation AweSync shows this error. What's the solution?

Answer:

This means that you have multi-user installation of Lotus Notes, but registry settings doesn't correspond to Multi-user installation. Most probably, you're running Lotus Notes using only one pre-configured shortcut. In this case you're not able to run Lotus Notes by simple run of "C:\Lotus\Notes\Notes.exe" (for sure, change to your correct installation path if you are able to check this). This pre-configured shortcut should contain command line parameters like

notes.exe =C:\Folder\your_notes.ini

To fix this, you should modify registry entry (string parameter)

HKCU\Software\Lotus\Notes\X.0\NotesIniPath

where X.0 is major version of Lotus Notes, and set value of this parameter to "C:\Folder\your_notes.ini"

For example, if your Lotus Notes version is 8.5.1 then key should be

HKCU\Software\Lotus\Notes\8.0\NotesIniPath

Notes ini file not found at path: ... (single user config)

AweSync shows this error. What's the solution?

Answer:

Most possible this is the same reason as above - you have pre-configured shortcut which runs your Lotus Notes. You should change type of installation to "Multi-User" and provide correct path to your notes.ini.

1. Change the following registry value to 1

HKLM\Software\Lotus\Notes\MultiUser

or (on x64 system)

HKLM\Software\Wow6432Node\Lotus\Notes\MultiUser

2. Set this value to correct path to your notes.ini

HKCU\Software\Lotus\Notes\X.0\NotesIniPath

where X.0 is major version of you Lotus Notes

For example, if your Lotus Notes version is 8.5.1 this key should be

HKCU\Software\Lotus\Notes\8.0\NotesIniPath

Can not connect to Google Calendar service

I'm getting error "Cannot connect to Google Calendar service" while sync'ing or receiving list of calendars from Google.

At the same time Google calendar works well in the browser. How to resolve this issue?

Answer:

Most probable reason is proxy configuration in your network. AweSync uses native Google API (DLLs) to connect to calendar services, which uses standard .NET 2.0 API. So, the reason may be only in your connection and proxy settings.

Please open Control Panel / Internet Options / Connection, click button "LAN Settings". If it is configured with options "Automatically detect settings" or "Use configuration script", then this is the reason.

This Wikipedia article describes, that some PAC (Proxy Auto Configuration) files may be configured in the way which works well with browsers, but doesn't work with .NET 2.0.

To resolve the issue you should contact your IT administrators to fix PAC settings.

In case if this is not possible, ask them which exact proxy IP address and port should be used to connect to Google, then configure AweSync Manual Proxy Settings to use exact server IP & port.

 

Another possible issue can be if your proxy requires NTLM authorization. There is known bug in .NET Framework 2.0, that applications can't work with such proxy.

If proxy server in your network is Microsoft ISA server, you can use Firewall Client for ISA Server from Microsoft.

For another kinds of proxy, like Squid, you can install and configure free and open-source local proxy Cntlm, and then configure AweSync to use proxy server "localhost" and proxy port which you set in cntlm config.

Cannot open ID file

I'm getting error "Cannot open ID file", but Lotus Notes works well with this ID file. How to fix this error?

Answer:

First of all, try to set "Notes options" / "ID Settings" to "Use Current ID file". In version 1.0.1.5 you need to click OK in Settings, then exit AweSync then run it again and check if this work. If it doesn't, then read further. 

 There are the following possible reasons:

  • ID file name contains national characters.

    You can try to continue working with this ID file using Notes Options "Use Current ID file". If this doesn't work, please rename your ID file to make it containing only ASCII (Latin) characters in the file name.

  • ID file NTFS permissions prohibit access for the user account which is used for running AweSync.

    Usually this means that Lotus Notes is run under separate specific (or Administrators) user account, but AweSync is used with permissions of regular user. You can configure AweSync to run under the same permissions as Notes, or change permissions for your ID file.

  • ID file is located on a network share.

    This may cause error if you are using Lotus Notes ver. 6.5 on Vista or Windows 7. Please move ID file to a local folder.

  • You are using Lotus Notes version 6.0.

    AweSync supports Lotus Notes starting from version 6.5, as described in Release Notes. The only way is to upgrade Lotus Notes version.

"Your system doesn't contain SSL certificate..." messagebox is shown during activation

When I'm trying to activate the product, a messagebox is shown "Your system doesn't contain SSL certificate of StartCom Certificate Authority installed", what should I do?

AweSync - General Options

Answer:

In case you get the messagebox, looks like you don't have all the latest service packs and updates for your Windows installed, because up-to-date Windows trusted roots should have StartCom Certificate Authority included.

If you cannot update Windows with all latest updates for some reason, you can download and install StartCom certificate directly from their website using these instructions from StartCom.

Current location of certificates repository is available via this link and you should install this CA certificate.

Please note that SSL activation connects to https://www.awesync.com

If as alternative you decide to continue with "unsecure" activation mode (click "No" button in the messagebox) you need to make sure that http://www.awesync.com is reachable from your location (not through SSL, just regular HTTP connection). Really there is nothing unsecure in this type of activation, because only product key and hashes are transmitted, and as soon as product key is activated it cannot be re-used by anyone else.

Any other error

I have other error not specified here. I posted issue to Issue Tracking System but have no answer yet. What can I do myself to resolve the problem?

Answer:

Most probable reasons of any unknown errors are:

  • Wrong registration of Lotus Notes COM components. Please follow instruction here.
  • Wrong or corrupted installation of Lotus Notes. Please note, that if you have any modern versions of Windows, like Windows Vista or Windows 7, then only Multi-User installation of Lotus Notes (the later version the better) will work well. If possible, try to reinstall Lotus Notes. Please read compatibility notes. We have tested all major versions of Lotus Notes from 6.5 to 8.5 on Windows versions from Windows XP SP3 to Windows 7 Corporate Edition. If you have problems with Lotus Notes COM, most probable reason is wrong installation of Lotus Notes. 
  • Outdated version of Microsoft .NET framework. Please update .NET framework with all updates from Microsoft. Windows Update is good place for this.
  • Your Lotus Notes mail database is corrupted. If this is your local database, make new copy of it using Lotus Notes (not by copying the file in Windows Explorer or any file manager). This will fix almost errors in NSF structure. If your database is placed on Domino server, then you (or your Domino administrators) can run this command in Domino server console: "load compact -c -D mail\yourmailfile.nsf". 

What are the system requirements for AweSync?

Answer:

AweSync specific requirements are guided by the platform it's built on - Microsoft .NET Framework 2.0 (can be run with any newer version of .NET Framework as well) and uses Lotus Notes COM interface. Requirements for MS .NET can be found on Microsoft website.

As you're going to sync Lotus Notes calendar with Google, you should have already installed Lotus Notes, and your system should fit it's requirements (Lotus Notes 6.5 or later required). However, Lotus Notes has compatibility restrictions, which are described here.

How is my Personal Privacy protected?

Does the application store passwords on the local machine, or on your servers? Do you store the content of calendar items, or any other item, since the login information the application needs can retrieve emails or documents from either Google or Lotus?

Answer:

AweSync doesn't connect to our server, except for few cases mentioned below.

AweSync version 1.0.1.5 and above connects to this website to check if new versions are available, but it doesn't send any personalized information during this process. You can also disable software update check in settings.

Starting from version 2.0.0.0 when it will be possible to purchase AweSync, it will also connect to this web site for license key activation. The activation is based on the activation code, which is an irreversible hash of your Lotus Notes user name (it makes it possible to activate several copies of the software for the same Lotus Notes username from different locations). Moreover, this hash is transmitted over the SSL connection. So, activation of AweSync over the Internet does not expose any personal information.

During synchronization process AweSync connects only to your Google calendar and your Lotus Notes database. Passwords are stored in the encrypted form in your local config file in %APPDATA%\AweSync. Potentially, if hackers will be able to get this config file, they will be able to reverse AweSync code and decrypt your passwords, but this statement is true for any other cached passwords in any system. So you got to make sure there is no unauthorized access to your computer.

Moreover, you may leave Lotus password blank in AweSync settings, and Lotus Notes will ask you for it each time when you start the synchronization.

No personal data is sent or stored anywhere during the synchronization process, except for your Google calendar and Lotus Notes database, and the application log and index, which are stored on your local computer.

 How to change notes.ini path?

I have notes.ini on network folder and not able to place it to Lotus Notes Folder. How can I setup AweSync to read notes.ini from that place?

Answer:

Follow instructions described here: Notes ini file not found at path: ... (single user config)

Is it possible to use AweSync along with other synchronization tool?

I'd like to use  another Google-Lotus synchronization tool along with AweSync. Is this possible and what can be wrong in this case?

Answer:

No, we don't recommend this, because each tool uses it's own methods to determine correspondence between events on each side.

As the result, you may get all events duplicated or damaged.

Some events are not synchronized. What's wrong?

Some events are not sync'd. What is the reason?

Answer:

We've never seen that event from Google was not sync'ed to Lotus Notes. So, I guess you mean that event from LN didn't appear in Google. Otherwise, please create an issue.

There are three possible reasons why Lotus Notes event may be missed in sync: 

1. Google doesn't accept your event, if it contains some improper data. Most frequently this is related to emails of meeting participants. To ensure that this is the reason, please try to disable invitees synchronization in Privacy Options in AweSync Settings, re-save that particular meeting in Notes and run sync again.

2. Lotus Notes view can't be properly updated by AweSync. Try to open Calendar view in Lotus Notes and press Shift-F9 on keyboard. View will be rebuilt. Then force AweSync to process all documents by running Sync ALL Events command.

3. Event was skipped by AweSync because it contains incorrect data in Lotus Notes. You can see skipped events by "View Changed Documents" button at the bottom of expanded AweSync' main window. If you're sure that meeting data is correct, but AweSync doesn't process it properly, please export this meeting according these instructions and attach to the issue along with full log.
 

Is it possible to make portable version of AweSync? 

Is this possible to run AweSync from USB key and store all settings there?

 Answer:

 To use it, you should do the following:

1. Install regular version to any preferred location (on USB stick to folder U:\Awesync\, for example) and then 
2. Configure Awesync using Wizard
3. Exit Awesync
4. Move your configuration file from %APPDATA%\Awesync\settings.cfg to the same folder where binaries are installed. (U:\Awesync\settings.cfg)

After next run it will use settings from USB, and put all logs to the .\Logs subfolder on USB (U:\Awesync\Logs\ and U:\Awesync\Stats)

Installation of newer version will not overwrite your settings.

 

Also you can download this archive Awesync.zip and extract to desired location.

Please note, that archive contains empty configuration file. If you're updating your existing portable installation from this zip archive, don't overwrite the file settings.cfg, or keep it previously in a safe place.
   

I removed all entries from Google calendar, but events from Notes didn't appear. What's wrong?

I removed all entries from Google calendar, and set the option in settings "Re-Sync with another calendar" but nothing appeared in Google. What's wrong and how to resolve this issue?

Answer:

This option works only if you were synchronized with one of  your Google calendars, but then completely removed it. Your default Google calendar (which usually have your name) can't be completely removed. If you cleared all events from (or re-created) your default personal Google calendar, this option will not work. 

In this case you should remove synchronization index using tray (notification) menu command "Debug \ Remove Index", and then perform "Sync ALL Events" - another command from tray menu.

Changes in reminders are not sync'ed. What's wrong?

I changed text in Google reminder, but after sync it remains unchanged in Notes. Is this a bug? How to resolve this?

Answer:

No, this ia not bug, this is feature of Google API. If you modified only reminder, this event is not marked in Google as changed, hence, it is not send to "updates list", and AweSync can't determine if this event was changed.

To push changes to Notes, you can edit any other part of event (body, subject, etc). In this case Google will mark event as modified.

Another option is to perform "Full sync" using tray menu command "Sync ALL Events". It performs synchronization of all events (not only events modified since last sync session). But for sure, it can take quite longer time.

Some events were missed by sync. How can I force synchronization of these events?

How AweSync selects events which should be sync'ed? How to force it to sync all events from my calendar?

Answer:

AweSync selects only events updated since last sync session. Versions earlier than 2.0 may miss events, which were modified by user during execution of previous sync session.

To force AweSync to sync all events (which dates are within Timeframe defined in Options), you may use command "Sync ALL Events" from menu on tray (notification) AweSync's icon.

Synchronization speed is too slow. How to make it faster?

Speed is too slow, especially the first run. Also, log shows that index contains much more items than I have in Lotus or Google calendars.

Answer:

First sync after changing the important settings always performs full sync - the same action which is performed by Sync ALL Events command. This is done this way to avoid missing of events. So, first session will sync a lot of documents. Subsequent sync sessions (if you don't change settings) will sync only updated documents since previous session, so, it will be much faster.

Index is special list of correspondences between your Lotus Notes calendar events and Google events. It's used for determination, if event should be sync'ed, or already was sync'ed, etc. Index also store events which were deleted from one of calendars, to not push deleted documents again (for sure, if you haven't configured this behavior other way).

Most time-consuming process is working with Lotus Notes database, if it's placed on Domino server. So, if you have very large amount of LN events to be sync'ed, the best way is to create Local replica of database, perform full synchronization with 0 to 0 timeframe (unlimited), and then replicate changes back to Domino server. After this initial sync and replication you can switch Awesync settings back to working with Domino server.

Another speed dependency is your internet connection to Google. If it's too slow, try to disable secure connection (SSL/https), if it's suitable for you.