Appendix D  
Troubleshooting Instant Messaging

This 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:

fatal
error
warning
notice
info
debug.

Logging configuration in portal deployments is determined by the com.iplanet.services.debug.level property. This property can contain the following values:

message
warning
error
off

Table D-1 lists the location of the desktop and archive log files.

Table D-1  The location for the desktop and archive log files

Log File	Default Location
desktop.debug	/var/opt/SUNWam/debug/
IMArchiveSearch.log	/var/opt/SUNWam/debug/
IMArchiveSubmit.log	/var/opt/SUNWam/debug/

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

Authentication errors

IM channel display error

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:

Wrong codebase in the applet page.
Application/x-java-jnlp-file MIME type not defined in the web server configuration.
Plug-in of Java Web Start not installed or functional.
No compatible Java version available.

Where to get the necessary information:

In the Java Web Start or plug-in errors (exception stack trace, launch page.)
In the applet page source on the browser.

Connection refused and timed out

The following are the possible causes for this problem:

Either the Instant Messaging server or the Multiplexor is not running.
Incorrect Multiplexor host or port names used in the Applet descriptor file (.jnlp or .html.)
Different SSL settings used between the Instant Messenger and the Multiplexor.
Client and server version mismatch.

Where to get the necessary information:

Instant Messaging server and Multiplexor log files.

Authentication errors

The following are the possible causes for this problem:

Problems while accessing the LDAP server.
User not found.
Invalid credentials.
Invalid Identity Server session.

Where to get the necessary information:

Instant Messaging server, Identity authentication and LDAP log files.

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 server and Instant Messaging channel logs.

Instant Messaging content is not archived

The following are the possible causes for this problem:

Content is actually archived but the user has insufficient rights to access it.
The content has not yet been committed to the Compass database.
The archive provider has been disabled in the Instant Messaging server.

Where to get the necessary information:

In the Instant Messaging server and the archive log files.

Server-to-server communication fails to start

The following are the possible causes for this problem:

Incorrect server identification.
Mismatch in the SSL settings.

Where get the necessary information:

The necessary information can be obtained from the two Instant Messaging server log files.

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