Problems and Solutions

Listed below are some problems and their possible causes, and clues to help troubleshoot these problems:

• Cannot Forward Mail to Offline Users

• Calendar Pop-up Reminders Do Not Work

• Single Sign-on Does Not Work

• Instant Messenger Does Not Load or Start

• Connection Refused or Timed Out

• Authentication Errors

• Instant Messenger Channel Display Error

• Instant Messaging Content is not Archived

• Server-to-Server Communication Fails to Start

• Catastrophic Installation Failure Leaves Server in an Inconsistent State

• Instant Messaging Services Do Not Appear in the Access Manager Console (amconsole)

Instant Messenger Resource Customizations Lost After patchrm and patchadd

(Issue Number: 6361796) The patchrm and patchadd processes redeploy the client resources. When this occurs, all customized files are overwritten. You need to back up any customized files you want to save before performing these actions.

Cannot Forward Mail to Offline Users

By default, Instant Messaging uses the mail attribute to determine the email address to which it forwards instant messages when a recipient is offline. If your directory does not use the mail attribute for email addresses, you need to configure Instant Messaging to use the same attribute as your directory.

To Configure the Attribute Used for User Email Addresses

Steps

1. Open iim.conf.

   See iim.conf File Syntax for instructions on locating and modifying iim.conf.

2. Change the value of the iim_ldap.user.mailattr parameter to the attribute your directory uses to contain email addresses in user entries.

Calendar Pop-up Reminders Do Not Work

If Calendar pop-ups are not being delivered as expected, you can troubleshoot the configuration as described in this section. For instructions on setting up Calendar pop-ups, see Chapter 14, Using Calendar Pop-up Reminders.

The most common error in Calendar pop-up configuration is incorrectly entered parameter names in the configuration files. This includes typos and misspelled parameter names. Ensure that you have correctly entered all of the configuration parameters and values in iim.conf and ics.conf. If you have already configured pop-ups, use Table A–10 to compare your entries with the required parameters.

If your Instant Messaging and Calendar Server configuration files are correct, but pop-ups are still not arriving as expected, ensure the Calendar client and Instant Messenger are configured correctly.

To Troubleshoot Calendar Client and Instant Messenger Configuration for Pop-Ups

Steps

1. Log into the Calendar client.

2. Ensure that the time zone settings are correct.

   If you are using Calendar Express, select Tools->Options->Settings from the menu.

3. Schedule an email reminder.

   If you are using Calendar Express, select Tools->Options->Settings from the menu.

4. Save your settings.

5. Log into Instant Messenger with the same user.

6. Select Tools->Settings.

   The Settings dialog box appears.

7. Select the Alerts tab.

8. Check the Show Calendar Reminders checkbox and click OK.

9. Leave the Instant Messenger user logged in.

10. Check to see whether or not the user received the email alert and pop-up at the time configured in the Calendar client.

    If you did not receive the email alert, the Calendar client is incorrectly configured. Refer to the Calendar client documentation for further troubleshooting information.

    If you received the email alert, but not the Calendar pop-up, and you are sure that you have configured both servers and clients correctly, check the xmppd.log for further information. You may need to set this log to a more verbose setting, for example DEBUG. For instructions on changing the log level, see To Set Log Levels for Instant Messaging Components Using iim.conf Parameters.

Single Sign-on Does Not Work

If you are using SSO with Sun Java^TM System Access Manager, the Access Manager server and Instant Messaging server must be configured to use the same web container.

Instant Messenger 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 container configuration.

• Plug-in of Java Web Start not installed or functional.

• No compatible Java version available.

• Security exception, cannot verify signature of .jar files.

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 or 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 Instant Messenger and the multiplexor.

• Client and server version mismatch.

Where to get diagnostic information:

• Instant Messaging server and multiplexor log files.

• Instant Messenger logs.

• Instant Messenger About dialog box, Details tab.

Authentication Errors

The following are the possible causes for this problem:

• Problems while accessing the LDAP server, such as the LDAP server is not running, or a provisioning error, such as a schema violation, has occurred.

• End user not found.

• Invalid credentials.

• Invalid Instant Messenger session.

Where to get diagnostic information:

• Instant Messaging server, Identity authentication, and LDAP log files.

• In deployments using Sun Java^TM System Access Manager, ensure that the user entries in your Directory contain the iplanet-am-managed-person objectclass. The Instant Messaging server uses this object class when it searches for valid users in an Access Manager deployment. For more information about this object class and how Access Manager uses it, refer to the Sun Java^TM System Access Manager documentation.

Instant Messenger Channel Display Error

The following are the possible causes for this problem:

• The server cannot validate the session token.

• Instant Messaging channel is not configured properly. For example, incorrect Instant Messaging server host, port, or both.

• Plug-in or Java Web Start is not installed or is not functional.

• End user not found and the Instant Messaging server cannot find the end user when performing an LDAP lookup.

Where to get diagnostic 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 end user has insufficient rights to access it.

• The content has not yet been committed to the database.

• The archive provider has been disabled in the Instant Messaging server.

Where to get diagnostic information:

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 diagnostic information:

The Instant Messaging server log file for both servers.

Catastrophic Installation Failure Leaves Server in an Inconsistent State

If a catastrophic error occurs while installing or uninstalling Instant Messaging, the system might be left in an inconsistent state. This results in both install and uninstall being unable to complete. In this circumstance, you must manually remove all the Instant Messaging components so that a fresh install can be attempted. The clean up procedure consists of removing packages and registry information.

To Manually Remove All Instant Messaging Components

Steps

1. Back up any information you might need in a future installation.

   See Backing Up Instant Messaging Data for instructions.

2. Manually edit the product registry information.

   For Solaris 9, issue the following command:

   prodreg(1)

   For all other operating systems:

   1. Edit productregistry.xml and remove all Instant Messaging XML elements from the file.

      By default, the productregistry XML file is stored in the following locations:

      • Solaris: /var/sadm/install/productregistry

      • Linux: /var/tmp/productregistry

   2. Remove the following packages or RPMs if they are still present:

      • SUNWiim

      • SUNWiimc

      • SUNWiimd

      • SUNWiimid

      • SUNWiimin

      • SUNWiimjd

      • SUNWiimm

Instant Messaging Services Do Not Appear in the Access Manager Console (amconsole)

If Instant Messaging uses Access Manager policies in a Sun Java^TM System Application Server deployment, you need to restart the Application Server when you finish configuring Instant Messaging. If you do not restart the Application Server, Instant Messaging services will not appear in the Access Manager console (amconsole).