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Sun Java System Communications Express 6.3 Administration Guide

Identifying and Troubleshooting the Problem

Communications Express provides an integrated web-based communications client that depends on many disassociated products. This may sometimes cause problems during usage that requires troubleshooting.

To establish the cause of the problem, use the following common troubleshooting methods first before addressing the problem:

ProcedureTo Troubleshoot Communications Express

  1. Verify whether the steps mentioned in Chapter 2, Installing and Configuring Communications Express have been followed when configuring the product.

  2. Enable Communications Express logs to view the detailed error logs and determine the cause for failure.

    Refer to the section on Log Files for steps to enable logging.

  3. Check the component logs for errors and exceptions reported.

    The log file maintains the list of errors encountered during installation, configuration, and running of Communications Express.

Troubleshooting Commonly Encountered Problems

This section provides an overview of problems that you might encounter during installation, configuration, startup, or while accessing Communications Express user interface client components.

Listed below are some commonly identified problems in Communications Express components and their possible causes.

Configuring Communications Express

Configuration changes are not reflected, even after restarting the web container.

Make sure the configuration changes have been applied to the files in the appropriate configuration path.

The following directories are created once Communications Express configuration is completed:

To ensure that the changes are reflected in your application, make configuration changes to uwc-deployed-path/WEB-INF/config.

The other two directories such as uwc-deployed-path/ staging/WEB-INF/config and uwc-basedir /SUNWuwc/WEB-INF/config are temporary place holders created and used internally by the configuration wizard during configuration. Changes made in them will not get reflected in the application.

Configuration tasks have failed.

To locate the problem, use the log file located at uwc-basedir /SUNWuwc/install/uwc-config _TIME-STAMP.log

where, TIME-STAMP is the time stamp of the configuration in the form YYYYMMDDhhmmss.

Configuration program is not working properly.

To identify the problem, invoke the configuration program with debug options enabled, using the following debug modes:

-debug : Use this option to generate general debug information

-debugMessage : Use this option to generate a log of errors and warnings

-debugWarning : Use this option to generate a log of warning messages and error messages

-debugError : Use this option to generate a log of error messages. By default this option is enabled.

Communications Express applications startup failed and web container logs show exceptions.

This error might have occurred due to an incomplete or incorrect configuration.

Workaround.

The “chown” commands have failed during configuration.

Workaround.

Run the configuration program and enter the correct web container user and group values in the “Web Container User and Group” panel of the configuration program.

The message, “An error occurred during this operation” appears when you access Communications Express with Access Manager enabled after authentication.

Workaround.

Ensure that the uwcauth.identity.binddn and uwcauth.identity.bindcred properties in the uwc-deployed-path /WEB_INF/config/uwcauth.properties are set to that of the amAdmin DN which was provided when installing Access Manager SDK. Refer to the section on Configuring Access Manager Parameters in the uwcauth.properties File.

Although the directory manager credentials might be provided to uwcauth.identity.binddn and uwcauth.indentity.bindcred for Access Manager SSO, the directory manager does not have the ACLs required to obtain certain domain specific attributes that Communications Express depends on to function properly.

No support to modify web container configuration for Access Manager SDK integration.

The configuration wizard does not support modification of the web container configuration for Access Manager SDK integration.

Workaround.

Manually invoke tools provided with Access Manager to modify web container configuration for Access Manager.

Accessing Calendar

The message, “An error occurred during this operation” appears when you access Calendar from Communications Express.

This error appears because of one or more of the following reasons.

The message, “Calendar Not Available. Could Not Display View. The selected calendar was either deleted, or does not exist, or you do not have permissions to view it. Select another calendar(s)” appears when you access Calendar from Communications Express.

This error occurs when users are provisioned using commcli, which is used for Schema 2, in a non-hosted domain setup scenario. The error message is displayed because commcli incorrectly appends @domain to the value of icsCalendar attribute in the user’s LDAP entry.

Workaround

To provision users using commcli in a non-hosted domain environment, use the -k legacy option in the commadmin command. For a hosted domain environment, use the -k hosted option. If the -k option is not specified a hosted domain setup is assumed.

For example,

Example 5–1 Commcli provisioning


./commadmin user create -D admin -w password -X 
siroe .varrius .com -n siroe.varrius.com -p 85 -d 
siroe.varrius.com-F test -L user2 -l user2 
-Wuser2 -S mail,cal -k legacy
ok

or

If the entry corresponding to an already provisioned user cannot be removed, manually remove the '@domain ' part from icsCalendar, icsSubscribed and icsOwned attributes from the user's LDAP entry.

The messages, “Calendars across the domain cannot be searched,” “Calendars across the domain cannot be invited,” “Calendars across the domain cannot be subscribed,” or “Check Availability for Calendars across the domain cannot be done,” appears when you search, invite, subscribe, or check the availability of Calendars across domains from Communications Express.

Workaround

To search, invite, subscribe, or check the availability of calendars, Cross Domain search needs to be enabled. Refer to the section on “Enabling Cross Domain Searches” in Sun Java System Calendar Server 6.3 Administration Guide.

Issues with Default Event Status Filter.

The Default Event Status Filter in the Options Calendar window specifies the events to be displayed in the day, week, and month calendar views. The options available are: .

When the “Accepted” option is selected as the event status, only those invitations you have accepted are displayed in the day, week or month calendar views. However, all events created by you are always displayed in day, week, or month calendar views.

Communications Express displays "Server Error" while uploading files greater than 2 MB.

This error occurs while importing events and tasks to a calendar or importing contacts to an address book when the uploaded file size is greater than 2 MB.

By default, Communications Express enables you to import data up to 2 MB . However, the upload file size limit is configurable.

Workaround

Configure a greater upload file size limit.

To configure a greater upload file size limit, configure the following init parameters for the filter, MultipartFormServletFilter in the web.xml :

For example, to increase the upload file size to 10MB, follow the configuration steps mentioned below:

ProcedureTo Increase the Upload File Size

  1. Take a backup of the existing web.xml file from uwc-deployed-path/ WEB-INF/.

  2. Edit the web.xml file at uwc-deployed-path/WEB-INF/web.xml.

  3. Provide the configuration for MultipartFormServletFilter in the web.xml as indicated in bold in code example 5-2.


    <web-app\>
..
..
  <filter\>
    <filter-name\>MultipartFormServletFilter</filter-name\>
    <filter-class\>com.sun.uwc.calclient.MultipartFormServletFilter</filter-class\>
    ..
    ..
    <init-param\>
      <param-name\>fileSizeHardLimit</param-name\>
      <param-value\>10485760</param-value\>
      <description\>Ten mega bytes</description\>
    </init-param\>
    <init-param\>
      <param-name\>requestSizeLimit</param-name\>
      <param-value\>10485760</param-value\>
      <description\>Ten mega bytes</description\>
    </init-param\>
    <init-param\>
      <param-name\>fileSizeLimit</param-name\>
      <param-value\>10485760</param-value\>
      <description\>Ten mega bytes</description\>
    </init-param\>
    <init-param\>
      <param-name\>failureRedirectURL</param-name\>
      <param-value\>put your url here</param-value\>
      <description\>Request is redirected to this url when 
uploaded file size crosses
fileSizeHardLimit value</description\>
    </init-param\>
    ..
    ..
  </filter\>
..
..
..
..
</web-app\>

  4. Restart web container to have the changes take effect.

Accessing Address Book

A “Server Error” occurs when Address Book is accessed. The Web Server log records an exception “org.apache.xml.utils.WrappedRuntimeException: The output format must have a ’{http://xml.apache.org/xslt}content-handler’ property!”

This exception is thrown by Web Server when JDK Web Server points to a version lower than JDK 1.4.2. The Communications Express uses the latest version of xalan and xerces for XML/XSL parsing. This error can appear when:

The message “An error occurred during this operation” appears when Address Book is accessed from Communications Express.

This error occurs when the LDAP configuration for Personal Address Book (PAB) is not correct. When the Address Book tab is accessed, Communications Express connects to the personal address book store, that is, the LDAP configured for PAB. If the personal address book store is unable to establish a connection, the error is displayed.

Workaround

  1. Check the LDAP configuration in the WEB-INF/config/ldappstore/db_config.properties .

    Edit the incorrect configuration settings in this file.

  2. Restart the Web Server where Communications Express is deployed.

    For more information, refer to the section Configuring Corporate Directory Parameters in the db_config.properties File

Corporate Directory shows an inline error when search is performed.

This could happen if the LDAP configuration for Corporate Directory is not configured properly.

Workaround.

Check the LDAP configuration in the WEB-INF/config/corp-dir/db_config.properties for any misconfiguration. Correct them and then restart the web container on which Communications Express is deployed.

For more information, refer to the section Configuring Corporate Directory Parameters in the db_config.properties File

Viewing contacts of Corporate Directory shows error in View window

This error is displayed when the key to access a contact entry in Corporate Directory is not uid.

uid is the default value set by Communications Express.

Workaround

  1. To access the contacts from Corporate Directory the key value should be set to the desired value in the db_config.properties and xlate-inetorgperson.xml configuration files in the uwc-deployed-path/WEB-INF/config.

    Make the following changes in the files:

    Set the appropriate key value in the uwc-deployed-path /WEB-INF/config/WEB-INF/config/corp-dir/db_config.properties .

    Set the appropriate key in place of uid in entry entryID="db:uid" in the uwc-deployed-path /WEB-INF/config/WEB-INF/config/corp-dir/xlate-inetorgperson.xml .

  2. Restart the Web Server where Communications Express is deployed.

    For more information, refer to the section Configuring Corporate Directory Parameters in the db_config.properties File

The value of psRoot cannot be set.

The LDAP attribute psRoot in User Preferences is used for Address Book Server Horizontal Scalability. For more details, see the section, Supporting Horizontal Scalability of Address Book Server deployment does not require Address Book Server Horizontal Scalability, you might ignore this error.

When a user logs in to Communications Express for the first time, psRoot is attempted to be set automatically, but sometimes the value may not be automatically set. This typically happens when the Java Enterprise System Directory Server has not been installed and comm_dssetup.pl for Java Enterprise System has not be run after installing Java Enterprise System Directory Server. This results in the LDAP Schema not being updated.

Since the schema is not updated, the psRoot attribute cannot be manually set even when the attribute is required for a horizontally scalable Address Book Server deployment.

Workaround

To enable the setting of the psRoot attribute, update the Directory Server to include the psRoot attribute. To do this, include the attribute psRoot in the definition of ipUser object class in

Directory ServerInstance/ config/schema/99user.ldif

Note –

You need to update the Directory Server to include the psRoot attribute only if in the current deployment, the Java Enterprise System Directory Server has not been installed and you have not run comm_dssetup.pl for Java Enterprise System after installing Java Enterprise System Directory Server.

Accessing Mail

Login page appears when Mail tab is clicked.

Workaround

This problem is noticed when the configuration between Communications Express and Messaging Server is not done properly. For Messaging Server and Communications Express to work seamlessly, Messaging or Access Manager Single Sign-On should be enabled. Before starting Communications Express, follow the instructions outlined for Single Sign-on configuration in Chapter 1, Overview of Communications Express.

The message “An error occurred during this operation” appears when Mail is accessed from Communications Express.

This error appears when the mail component of Communications Express is not deployed or enabled, but the user logging into Communications Express has set Mail to be the default application.

Workaround

The Administrator needs to change the value of the attribute sunUCDefaultApplication in the user’s LDAP entry to “calendar” or “addressbook.”

The user remains logged in even after logging out of Communications Express.

This problem is encountered when Access Manager (formerly known as Identity Server) and Communications Express are installed on different machines and Access Manager Remote SDK is installed in the machine where Communications Express is installed.

Workaround

In the machine on which Communications Express is installed, specify the following configuration parameter in the AMConfig.properties file:

com.iplanet.am.notification.url=url-to-access-web-container-of-CommunicationsExpress /servlet/com.iplanet.services.comm.server.PLLRequestServlet

Note –

The AMConfig.properties file can be found under IS-SDK-BASEDIR/SUNWam/lib

You might encounter the following problems when accessing Address book features from Mail:

Mail tab does not appear after upgrade from JES4 to Communications Suite Release 5

Check if the Messaging Server configuration utility parameter local.webmail.sso.uwcenabled is set to 1. You can use the configutil tool provided by Messaging Server to check the value of this parameter by executing the following command:

 <msg-svr-base>/sbin/configutil | grep local.webmail.sso.uwcenabled

Authenticating Using Access Manager

Unable to authenticate after entering valid userid and password.

Authentication could fail for the following reasons: