| Oracle® Real-Time Collaboration Administrator's Guide 10g Release 1 (10.1.1) Part Number B14495-02 |
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View PDF |
| Oracle® Real-Time Collaboration Administrator's Guide 10g Release 1 (10.1.1) Part Number B14495-02 |
|
|
View PDF |
This appendix describes how to report client crashes to Oracle, and how to answer common troubleshooting questions caused by administrative issues. It contains the following sections:
Note:
This appendix covers only those issues that are caused by administrative problems, or that must be resolved by a system administrator. For answers to general usage questions and a list of issues that users can resolve themselves, please refer users to the Oracle Real-Time Collaboration Frequently Asked Questions on the Oracle Technology Network Web site, at
http://www.oracle.com/technology/products/cs/user_info/ortc/index.htmlIn addition to the issues discussed here, Oracle Real-Time Collaboration saves log files recording system events and behavior. A user with business administrator privileges can view these log files from the Logs page under the System tab. See Appendix C for descriptions of the log files.
If one of your users has experienced any difficulties with system failures during Oracle Real-Time Collaboration, have them set their system to record debugging information, as follows:
Windows NT 4.0
Select System, then Control Panel.
Double-click System.
Select the Startup/Shutdown tab.
Set "Write debugging information" ON.
Windows 2000 / XP
Select System, then Control Panel.
Click the Advanced tab.
Click Startup and Recovery.
Set "Automatically reboot" OFF.
Under "Write Debugging Information" select "Kernel memory dump."
If the computer fails again, information about the failure will be written to the disk. After rebooting the system, find the MEMORY.DMP file in the C:\WINNT or C:\WINDOWS directory, and e-mail this file to Oracle Support Services with a description of events leading up to the failure.
The following sections outline issues and questions system administrators may have regarding general Oracle Real-Time Collaboration system issues.
The following sections answer questions about logging in to Oracle Real-Time Collaboration.
If a user attempts to log in to Oracle Real-Time Collaboration and receives a message, "Invalid user name or password," the user may not be provisioned in the Oracle Internet Directory. See "Managing Oracle Collaboration Suite Users and Groups" in Oracle Collaboration Suite Administrator's Guide for details.
This section describes how to handle issues with connections from Web conferencing and instant messaging clients. It covers the following topics:
The Oracle Real-Time Collaboration Multiplexer and Client Connection Manager processes help handle connections from clients to the Oracle Web Conferencing Server and Oracle Presence Server. You can use the IMMaxConnections property to increase the number of simultaneous connections allowed from clients to the connection manager on this instance, as described in "Increasing Component Processes and Connections".
However, the number of connections these processes can handle on a UNIX, Linux, or Solaris system is also controlled by the number of open file descriptors allowed on the system. You can set this limit using the ulimit command (sh, ksh, bash), the limit command (csh, tcsh), or by changing entries in a configuration file for your operating system, such as /etc/security/limits.conf or /etc/sysctl.conf.
If the number of file descriptors is limited to 1024, a single multiplexer or connection manager process can handle about 1,000 users. If users are consistently unable to connect to multiplexer or client connection manager processes, you may need to increase the number of open file descriptors allowed. The best rule of thumb is to set the limit to at least the same amount that the IMMaxConnections property is set to.
To reset the limit, you must also stop and restart Oracle Real-Time Collaboration processes. Inform your users that you will be stopping Web conferencing and messaging processes before following the next steps.
Stop the Oracle Real-Time Collaboration OC4J_imeeting and core component processes:
$ORACLE_HOME/opmn/bin/opmnctl stopproc ias-component=OC4J process-type=OC4J_imeeting $ORACLE_HOME/imeeting/bin/rtcctl stop
Edit the appropriate configuration file for your operating system (such as /etc/security/limits.conf), or use ulimit or limit to set the number of open files or file descriptors a process may have. The method you choose depends on your operating system.
For example, to set the limit for members of the group called "users" in your limits.conf file to 4000 open file descriptors, you could edit it as follows:
# Allow anyone in the 'users' group to open 4000 files. @users hard nofile 4000
Or you could use ulimit on a standard Bourne shell as follows:
ulimit -n 4000
See your operating system documentation for more information about the best way to set the number of open file descriptors allowed.
Restart the Oracle Real-Time Collaboration OC4J_imeeting and core component processes:
$ORACLE_HOME/opmn/bin/opmnctl startproc ias-component=OC4J process-type=OC4J_imeeting $ORACLE_HOME/imeeting/bin/rtcctl start
The Monitor tab lets you monitor the current status of Web conferences. The Reports tab lets you view details about completed conferences. Under both tabs, you can select a conference, choose Conference Details, then Diagnostics to view diagnostic information in the log file.
You may see messages about connection problems in these diagnostic logs.
IOReader Failed: There was a problem with a Web Conferencing client connection. For example, this message might appear if a client joins a conference and then unplugs the network cable from his computer.
info:aborted: The client's connection was dropped and the underlying network layer reported the connection.
info:timed_out: The connection appears to be live, but no data can go through, so the Web Conferencing Server has closed the connection and expects the client to reconnect.
Network problems are sometimes unavoidable, due to overloaded routers, oversaturated networks, and so forth. The Oracle Real-Time Collaboration system, however, can usually recover from most connectivity issues caused by these problems. If connectivity is lost, the Web Conferencing client tries to reconnect to the server for as long as it takes to reestablish the connection.
If you see messages such as those listed, it is a good idea to keep monitoring the network infrastructure to make sure that network problems are not being caused by a router interrupting conferencing servers, or hardware issues such as disconnected network cables.
The Oracle Real-Time Collaboration system provides several diagnostic tests for monitoring component service availability. Chapter 5, "Monitoring Oracle Real-Time Collaboration Processes" describes all of these tests and how to respond to error messages from them. For details about specific components, see any of the following sections:
This section describes how to resolve issues with the Oracle Real-Time Collaboration Web Client pages.
Users typically schedule conferences by clicking the Schedule tab on the Oracle Real-Time Collaboration Web Client pages. However, if your company uses both Oracle Web Conferencing and Oracle Calendar, you may require that users schedule conferences solely through Oracle Calendar, so all meetings are managed there. (Web conferences scheduled through the Schedule tab do not appear in Oracle Calendar; Web conferences scheduled through Oracle Calendar appear in both systems.) To prevent users from using the Schedule tab, suppress display of the tab by setting the IsCalendarOCSInstalled property.
If hosts cannot see the Schedule tab, then the property has most likely been set to true. If you do not use Oracle Calendar or want to allow hosts to schedule conferences through the Oracle Real-Time Collaboration Web Client, outside of Oracle Calendar, set the property to false. See "Suppressing the Schedule Tab if Oracle Calendar is Used" for details.
Note:
If you allow hosts to use the Schedule tab to create or cancel Web conferences, remember that these conferences will not appear in Oracle Calendar. If you want to manage all conferences through the calendar, you should suppress the Schedule tab.The Document Conversion Server is required in order to upload files (such as Microsoft Word or PowerPoint files) using the Materials tab. If users are not able to load files, check to make sure the Document Conversion Server was installed and is running.
Run the docconv test as described in "Document Conversion Service Availability".
If the Document Conversion Server was not installed, see the Oracle Collaboration Suite Installation Guide for your platform.
The following sections describe how to solve Web Conferencing difficulties caused by administrative issues.
Conferences Scheduled in Oracle Calendar Do Not Appear in Oracle Web Conferencing
Conferences Scheduled in Oracle Web Conferencing Do Not Appear in Oracle Calendar
Text Files with Multibyte Characters or non-ASCII Characters Do Not Display Properly
If meeting hosts or attendees have problems with Web conference privileges or features that they cannot access, check whether any properties have been set to prevent access to features. To display current system properties, enter the following on your Web Conferencing Server:
$ORACLE_HOME/imeeting/bin/rtcctl getProperties
See Chapter 4 for more details about the getProperties command.
If users cannot dial out to a phone number for voice streaming, you may need to set up the dial-in prefix for calls made to numbers outside your company site. For example, many company phone systems require users to dial 9 before dialing an outside line. To set up the prefix, set the VoiceDialInPrefix property using rtcctl:
$ORACLE_HOME/imeeting/bin/rtcctl setProperty -i instance_name -pname "VoiceDialinPrefix" -pvalue "9"
See "Setting Up Voice Conversion Servers for Oracle Real-Time Collaboration" for more details.
If you use Oracle Calendar and Oracle Web Conferencing, when users schedule Web conferences in Oracle Calendar, those conferences will appear in the Scheduled Conferences tab.
If a user scheduled a Web conference in Oracle Calendar, but that conference does not appear in the Oracle Web Conferencing Web Client pages, then check whether a conference ID appears for the conference in Oracle Calendar.
If the conference ID shows as "pending," then the conference was not created in Oracle Web Conferencing. This can happen if the GuestUserAccessEnabled property in Oracle Real-Time Collaboration is set to false, to prevent nonregistered users from participating in conferences, but the allowguestusers parameter in Oracle Calendar is set to true. If allowguestusers is true, then Oracle Calendar will allow users to invite nonregistered users to a Web conference. But Oracle Web Conferencing will reject the conference proposal and will not create a conference ID.
See "Preventing Guest User Access" for details about setting the GuestUserAccessEnabled property. See Chapter 3, "Calendar Server Parameters" of Oracle Calendar Reference Manual for details about setting the allowguestusers parameter.
If you use Oracle Calendar and Oracle Web Conferencing, when users schedule Web conferences in Calendar, those conferences will appear in the Scheduled Conferences tab. However, conferences scheduled using the Oracle Real-Time Collaboration Web Client are not recorded by Oracle Calendar.
If you want to require that all conferences, including Web conferences, are scheduled using Oracle Calendar, then you should suppress display of the Schedule tab so that users cannot schedule conferences through the Oracle Real-Time Collaboration Web Client.
See "Suppressing the Schedule Tab if Oracle Calendar is Used" for details.
If users upload plain text documents into the Materials repository that contain multibyte strings (for languages such as Japanese or Arabic, for example) or non-ASCII characters (for languages such as Russian), the documents may appear garbled when displayed during a Web conference. The Document Conversion Server supports only UTF-8 encoded plain text files.
If users upload HTML files with other encodings, the Document Conversion Server can display them correctly as long as the HTML file includes an appropriate statement for the encoding in the <META> tag. For example, a document with Japanese encoding might include the following HTML statement:
<META http-equiv="Content-Type" content="text/html; charset=Shift_JIS">
Administrators should also ensure that users have their browsers set to "auto select" the language encoding from the document, rather than forcing a particular encoding such as "Western European (ISO).
If users outside the corporate firewall cannot join or start meetings, make sure that Oracle Real-Time Collaboration is open for SSL connections from outside the intranet. Follow the steps described in "Setting Up an Oracle Real-Time Collaboration SSL Listening Point".
The following sections answer questions about issues when starting or using Oracle Messenger caused by administrative problems.
If users cannot sign in to Oracle Messenger from the Oracle Messenger window, follow the next steps.
Verify that the users are appending the @ domain name to their usernames.
Check whether users can log in to the Oracle Real-Time Collaboration Web Client pages. If they cannot, see "Issues with User IDs and While Logging In" for solutions.
Check whether the imtest for Oracle Messenger passes, by using rtcctl runTests -testlist imtest, or by viewing the Status report under the System tab.
If the imtest fails, see "Oracle Messenger Service Availability".
Make certain that their connection settings match those expected by your system. Have users choose Tools, then Options, then Connection. Make sure the Automatic Configuration for RTC Connection option is checked on.
This option should be set on by default. The additional settings for the option control connections to a servlet that manages how connection attempts are made. The HTTP and HTTPS options and the server and port number options are those used to connect with the servlet, and will be populated automatically at installation. Users should not change these options.
If users cannot start a new chat conference or join an existing chat conference from the Oracle Messenger or Chat Conferencing windows, first check that the imtest passed, as described in "Users Cannot Sign In to the Oracle Messenger Server".
If the imtest passes, then the Oracle Presence Server may need to be restarted as follows:
Inform all users that you must stop and restart the chat conferencing component, and that any running chat conferences will be ended during this process.
Enter the following command on the Applications tier where you installed Oracle Real-Time Collaboration:
$ORACLE_HOME/imeeting/bin/rtcctl rtcctl> stop -cname rtc-imrtr rtcctl> start -cname rtc-imrtr
The Oracle Presence Server is stopped and restarted. Users should now be able to create new chat conferences and join existing conferences.
Some users, such as those using LINUX or UNIX systems, may use third-party XMPP clients such as Gaim to exchange instant messages with Oracle Messenger users. Third-party clients can only connect to Oracle Messenger using direct XMPP or XMPPS connections.
If you have disabled direct connections by setting the IMXMPPDirectConnEnabled to false, then third-party clients cannot connect with the Oracle Presence Server to exchange messages with Oracle Messenger users. To allow third-party connections, you must set this property to true.
If you allow direct connections to XMPP/XMPPS, and you have required XMPPS connections, make sure that the third-party client users have set their clients to connect through XMPPS, on port 5223. For example, Gaim client users would choose the following in the Modify Account dialog:
Force old SSL: On (checked)
Allow plaintext auth over unencrypted streams: Off (unchecked)
Port: 5223
