All contacts show offline when they are not ..

[Marty P]

My subject says it all.. I have tried restoring my account to no avail. I
have shutdown all firewalls, turned off the wireless, and checked with fellow
users who can see contacts when I cannot. This is happening on both of my
PC's which share my account.

 

[Marty P]

Can't anyone help me with this?

 

[Marty P]

Can't anyone help me with this?

 

[Sara Xue]

Hi Marty,

Before we go any further, I have some questions need to clarify with U:

1. Do you use the same Groove account on multiple computer? If so, is this
issue happens to all of the computers?

2. Can you communicate with other members properly? If other user add a
file to the workspaces, can you receive the update?

3. Can you receive any instant message and invitations from other members?

4. Please go to the Communication Manager to check whether there is large
communication stuck in it. If so, disable it and test this issue agian.

In addition, please try the following suggestions:

Suggestion 1:
=============
1. In Groove Launchbar, click Options menu > make sure that the option "Work
Offline" is unchecked.
2. Click Options menu > Communications Manager > is there any workspace
downloading/uploading something except the "Miscellaneous Communications"? If
so, click "Pause" button to pause the workspace synchronizing. If not, please
click "Pause All" button to pause all the workspace synchronizing.
3. Wait for a while (about 5 minutes or more) to see if you can view the
online contacts and if your status is shown as online.

If this issue still persists, please perform the next suggestion:

Suggestion 2:
=============
We can run GrooveClean without options to resolve this issue. This will
clear out your communications queue and resolve any problems caused by bad
data in the queue.

1. On the File menu, click Exit Groove.
2. Open a Command Prompt window: click Start, click Run, type cmd in the
Open field, and then click OK.
3. In the Command Prompt window, type the following command:
cd \program files\groove networks\groove\bin
4. Press the ENTER key.
5. Type in this command:
grooveclean
6. Press the ENTER key. At this point, you should see a list of "deleting"
lines as Groove deletes temporary data.
7. Close the Command Prompt window and restart Groove. It might come up in
"work offline" mode, so click on the green Groove icon in the notification
are again, and if Work Offline is checked, click to uncheck it.

What is the result?

Let me know it.

 

[Marty P]

Thanks for the response ....

1. Yes, I have my notebook and desktop. They are both experiencing the same
symptoms.

2. I can send / receive workspaces and accept invitations.

3. I can communicate with others via messaging, I just don't show them
online.

4. I see no large sticky things in my communication manager.

5. I am not working offline (however, I tried toggling to no avail)

6. Misc communications is the only arrow doing stuff.

7. I have waited 5 days with no luck.

8. I ran Grooveclean .. no change in symptoms ....

 

[Sara Xue]

Hi,

Since this issue still persists, please try the following steps on one of
your computers to see whether we can resolve this issue:

1. Log into Groove using the account you plan to save.
2. From the Options menu, choose Preferences, go the Account tab, and
click the Save Account As File... button to create an account file. Save the
file to your computer. If you have any workspaces in which you are the only
member, please Save the workspace as an archive file.
3. Send a message to each of your contacts, telling them to delete your
old contact from their contact lists. Attach the contact file for your good
account v-card, and tell them to double-click on that file to add your valid
identity as a contact.
4. Log off the Groove account.
5. Right-click on the Groove icon in the system tray, and choose Exit
Groove (Shut Down Groove in 2.x).
6. Click the Windows Start button and choose Run.
7. Browse to C:\Program Files\Groove Networks\Groove\Bin and choose
GrooveClean.exe
8. In the Run box, add "-all" to the end of the command line, so it reads:
"C:\Program Files\Groove Networks\Groove\Bin\GrooveClean.exe" -all
9. Click OK.

Now, please restart your computer and restart Groove. Please refer to the
following article to restore the saved account and download the data back:

Restore account:
http://docs.groove.net/htmldocs/gui...counts_account/accounts_account_restoring.htm

Downloading workspace data from another computer or workspace member
http://docs.groove.net/htmldocs/gui...s_managing/spaces_managing_fetching_space.htm

Is this issue resolved?

If this issue resolved this issue on that computer, please delete the
account on another computer and download the account back to the computer.

 

[Marty P]

Sara,

The last bunch of steps did not work either. One thing I did notice,
however, is that in one particualr workspace, I can see many users ( who can
also see me ). These users do not have me on their Contact List, nor do I
have them on mine. The users who are on my list were showing offline in this
workspace, even though they were indeed online. So it seems this problem only
affects the indivuduals who were on my list prior to restoring the account.

To make matters more complicated, my attempt to restore Groove on my 2nd PC
failed. I get an error that states "This account has already been imported."

Yikes!

 

[Sara Xue]

Hi Marty,

Let's try to resolve the new issue first.

First of all, on your first PC, save your account as a file to backup it.
From the Options menu, choose Preferences, go the Account tab, and click the
Save Account As File... button to create an account file.

Then, please perform the following steps on your 2nd PC. If you have other
Groove Accounts on this PC, please backup the accounts, too.

Step 1:
=======
Log in the administrative account of your computer. I would like to suggest
you can run the Groove clean all utility first. This will remove all account
information from this device. This information will be recoverable and the
account will need to be restored from a backup or a new account will need to
be created. To run the groove clean utility:

1. Right-click on the Groove icon in the system tray, and choose Exit
Groove (Shut Down Groove in 2.x).
2. Click the Windows Start button and choose Run.
3. Browse to C:\Program Files\Groove Networks\Groove\Bin and choose
GrooveClean.exe
4. In the Run box, add "-all" to the end of the command line, so it reads:
"C:\Program Files\Groove Networks\Groove\Bin\GrooveClean.exe" -all
5. Click OK.

After the process complete, restart your computer.

Then please perform next step:

Step 2:
=======
Log back in the administrative account of your computer. Uninstall Groove
from Add/Remove Programs. Reboot the computer. Then please perform next step:

Step 3:
======
Log in the administrative account of your computer, and reinstall Groove
3.1. Please download the setup.exe file from the following URL:

Full Install file link:
http://components.groove.net/Groove/DailyBuilds/latest/OCI/Setup.htm

Do not set up any account. Upon completion of the install, reboot and log
back in the administrative account. This will ensure that all dlls are
registered. When groove starts you should be prompted for the account
information. Select using the existing Groove account and restore your old
account with the archive account file:

Please transfer the backup account file from your first PC to the 2nd PC and
refer to the following article to restore the saved account and download the
data back:

Restore account:
http://docs.groove.net/htmldocs/gui...counts_account/accounts_account_restoring.htm

Downloading workspace data from another computer or workspace member

http://docs.groove.net/htmldocs/gui...s_managing/spaces_managing_fetching_space.htm

Is this issue resolved?