Sun Java System Instant Messaging 7.2 Administration Guide

Problems and Solutions

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

Unable to Connect to Instant Messaging Redirect Server from Client

You must use a client that support XMPP redirection in order to successfully deploy the redirect server. Use Instant Messenger 2006Q1 or later, or if you use a third party client, ensure that the client that supports XMPP redirection.

Unable to Log into Instant Messenger through the XMPP/HTTP Gateway

If the XMPP/HTTP Gateway is serving two domains and the im.jnlp file contains an argument for only one domain, users not in the listed domain cannot authenticate. For example, if the im.jnlp file contains the following argument:


Users who attempt to log in from a domain other than mydomain will receive errors and cannot authenticate. To work around this problem, you need to configure Instant Messenger to authenticate to other domains.

ProcedureTo Configure Instant Messenger to Authenticate from a Specific Domain

  1. Open the im.jnlp resource file.

  2. Remove the domain argument entry.

    For example, remove:

  3. Download Instant Messenger again.

  4. Run Instant Messenger.

    The Login page appears.

  5. Click More Detail.

    The Login page expands to show connection settings for the client.

  6. In the Server text box, enter the URL to the gateway and append ?to=domain.

    For example, if the user is part of, append the following to the URL:

  7. To test the configuration, log in using a valid username and password.

Messages Not Archived With Sun JavaTM System Portal Server 7 2006Q1 or Later

If you have set up a Portal Archive with Sun Java System Portal Server 7 2006Q1 or later and your messages are not being archived, ensure that the parameter is set in iim.conf:"Portal Server Search URL"

Where Portal Server Search URL is the Search URL for the Portal Server. For example:""

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.

ProcedureTo Configure the Attribute Used for User Email Addresses

  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 16, 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–11 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.

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

  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 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:

Where to get the necessary information:

Connection Refused or Timed Out

The following are the possible causes for this problem:

Where to get diagnostic information:

Authentication Errors

The following are the possible causes for this problem:

Where to get diagnostic information:

Instant Messenger Channel Display Error

The following are the possible causes for this problem:

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:

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:

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.

ProcedureTo Manually Remove All Instant Messaging Components

  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:


    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

      • SUNWiimc-l10n

      • SUNWiimd-l10n

      • SUNWiimid-l10n

      • SUNWiimin-l10n

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

If Instant Messaging uses Access Manager policies in a Sun Java 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).