Sun ONE Instant Messaging Administrator's Guide |
Appendix D
Troubleshooting Instant MessagingThis chapter lists the common problems that may occur during installation and deployment of Instant Messaging. The log information generated by the various system components on their operation can be extremely useful when trying to isolate or troubleshoot a problem. For details and more information on logging, refer to the section Managing Logging. This section lists the various log files with their default locations on Solaris.
The Multiplexor and Server logs are in the files mux.log and server.log respectively, by default these files are in the directory /var/opt/SUNWiim/default/log. The logging level for Multiplexor and Server log files is controlled in the iim.conf configuration file using the properties iim.log.iim_mux.severity and iim.log.iim_mux.severity. These properties can have the following values:
Logging configuration in portal deployments is determined by the com.iplanet.services.debug.level property. This property can contain the following values:
Table D-1 lists the location of the desktop and archive log files.
Logging information for the Messenger client can be obtained by enabling logging output from the Java Web Start application manager or the Java plug-in manager.
Listed below are some problems and their possible causes and the clues for troubleshooting these problems:
The Messenger client does not load or start
Connection refused and timed out
Instant Messaging content is not archived
Server-to-server communication fails to start
The Messenger client does not load or start
The following are the possible causes for this problem:
Where to get the necessary information:
Connection refused and timed out
The following are the possible causes for this problem:
Where to get the necessary information:
Authentication errors
The following are the possible causes for this problem:
Where to get the necessary information:
IM channel display error
The following are the possible causes for this problem:
- Authentication error when the server cannot validate the session token.
- Instant Messaging channel is not configured properly. For example, incorrect Instant Messaging server host and/or port.
- Plug-in or Java Web Start is not installed or is not functional.
- User not found and the Instant Messaging server cannot find the user in the LDAP lookup.
Where to get the necessary information:
Instant Messaging content is not archived
The following are the possible causes for this problem:
Where to get the necessary information:
Server-to-server communication fails to start
The following are the possible causes for this problem:
Where get the necessary information:
The necessary information can be obtained from the two Instant Messaging server log files.