Troubleshooting

Troubleshooting

Event logs:

For advanced diagnostics of application errors, it is often helpful to inspect the event logs.

To start creating event logs:

  1. Tap the Views menu () > Settings () > Logs.
  2. Slide these Logs switches to On:
    • General, to log general issues.
    • Network, to log connectivity issues with SharePoint.
    • User Interface, to log issues related to the harmon.ie application UI.
    • Extensions, to log issues related to editing offline Office document with Office apps.
  3. Continue working with the application to reproduce the problem.
  4. Tap the Views menu () > Settings () > Logs again.
  5. Tap Send Logs to Support. This opens an email message addressed to harmon.ie support, with the event logs attached.
  6. Send the email to harmon.ie and the support team will contact you.

Connectivity issues:

If you are trying to connect to a SharePoint site that requires a server certificate and there is a problem with it, you can turn the certificate validation off:

  1. Tap the Views menu () > Settings () > Connection.
  2. Under SSL Certificate Validation, slide the Validate switch to Off.

If you receive a connection timeout error, you can change the default timeout: tap the – or + button next to Default Timeout (seconds), to decrease or increase the server connection timeout, in seconds. Maximum time is 600 seconds; minimum time is 20 seconds.

If you fail to connect to an Office 365 server, try changing the Preferred Office 365 Protocol to STS or STS discovery.

Caching issues:

If your site updates frequently, you can reduce the interval between fetching the information from SharePoint:

  1. Tap the Views menu () > Settings () > Advanced.
  2. Tap the – or + button to decrease or increase the Cache Expiration time in minutes.

If you navigate through many lists and would like to change the size of the cache:

  1. Tap the Views menu () > Settings () > Advanced.
  2. Tap the – or + button to decrease or increase the Cache Size time in megabytes.

Browsing issues:

If you would like to change the client or server page size, or the number of the memory items:

  1. Tap the Views menu () > Settings () > Advanced.
  2. Tap the – or + button to decrease or increase the the following values:
    • Client Page Size
    • Server Page Size
    • Memory Items Limit

Yammer login issues:

If you experience difficulties logging in to Yammer, check the Yammer Domain Mapping as follows:

  1. Tap the Views menu () > Settings () > Advanced.
  2. In the Yammer Domain field, enter your Yammer domain. The Yammer domain is the text to the right of the "@" in your Yammer email address.
  3. In the Company Domain field, enter your Company domain. The Company domain is the text to the right of the "@" in your Company email address.

If the problem persists, make sure that Yammer is enabled (see To enable Yammer integration).

Version:

To view harmon.ie version information, tap the Views menu () > Settings () , then tap the information icon ().

Additional information:

If you can't find the solution to your problem in the online help, you can search or post a question to Stack Overflow. Questions posted to Stack Overflow and tagged with harmon.ie will be answered by a member of the harmon.ie team.

For more troubleshooting information, search the product knowledge base site, or contact support@harmon.ie.