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Collecting data: Awareness issues with Sametime Gateway Yahoo or AOL
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| | | | Problem | | You have the IBM® Lotus® Sametime® Gateway implemented in your environment and need to troubleshoot issues related to communicating with Yahoo and/or AOL external instant messaging communities. | | | | Symptom | The following information is considered a MustGather for troubleshooting issues with SIP-based instant messaging environments. Utilize this document to:
- Review your current configuration, and
- Gather system information for IBM Support prior to opening a Problem Management Report (PMR) regarding awareness with Yahoo and/or AOL external instant messaging communities.
| | |  | | | Resolving the problem |
Check your provisioning records for Sametime Gateway server for AOL and/or Yahoo by accessing the IBM Lotus Sametime Provisioning Application.
For details on the provisioning process, see Registering your Sametime Gateway with AOL and Yahoo!
Things to check:
- Verify that Gateway certificate common name is set to the correct hostname. For example, sametime.lotus.com
- Verify by forward and reverse DNS lookup that hostname resolves to the external IP address and external IP resolves to the hostname in the provisioning record (see 4. DNS of this document for more details)
Below is an example with sample values and recommendations for each field when submitting a provisioning request to AOL
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Check your SSL settings for AOL and Yahoo according to Technote #1316077
Check whether the following ports have been opened on the external firewall:
- Port 5061 on the external firewall to external Lotus Sametime, AOL, or Yahoo! Messenger™ communities using a secure TLS/SSL connection. To verify, try telnet to a Yahoo or AOL IP address on port 5061.
- Port 53 on the external firewall to external DNS servers to resolve the fully qualified domain name of external community servers.
Check whether all Yahoo and AOL IP addresses have been allowed on firewall. For a complete list of AOL and Yahoo addresses, see Opening ports on the firewall.
Note: For Yahoo, verify that both "old" and "new" IP addresses are added to the firewall.
If the above configuration is verified, collect the firewall rule dump and log dump.
Sametime Gateway deployment with NAT (Network Address Translation) is only supported with Sametime Gateway Clustered Server Deployment.
Sametime Gateway Single Server Deployment is not supported behind NAT environment.
For Yahoo connections, review the "Enabling Reverse DNS lookup" section of the following:
Sametime Gateway required update for supporting additional Yahoo! Federation servers - May 2008
and verify that both reverse- and forward-DNS lookup entries have been properly setup.
For awareness issues between Sametime contacts and Yahoo contacts, check firewall rules for both inbound and outbound traffic on port 5061 for Yahoo IP addresses.
For awareness issues between Sametime contacts and AOL contacts, check firewall rules for both inbound and outbound traffic on port 5061 for AOL IP addresses.
If the above configuration checks out and the problem is still present, proceed with the steps below to enable debug on the Sametime Gateway.
Enable general debug:
- In the Integrated Solutions Console, click Troubleshooting --> Logs and Trace.
- Click the <YourRTCGWServer> that you want to trace.
- Under General Properties, click Change Log Detail Levels.
- Select the Runtime tab.
- Select Save runtime changes to configuration
- In the text box, paste the following debug: *=info: com.ibm.rtc.gateway.*=all
- Click OK, and then Save.
Enable SIP debug (in addition to general debug)
- In the Integrated Solutions Console, click Troubleshooting --> Logs and Trace.
- Click the <YourRTCGWServer> that you want to trace.
- Under General Properties, click Change Log Detail Levels.
- Select the Runtime tab.
- Select Save runtime changes to configuration
- In the text box, paste the following debug: *=info: com.ibm.rtc.gateway.*=all: com.ibm.ws.sip.stack.transaction.transport.TransportCommLayerMgr=all
- Click OK, and then Save.
In Sametime Gateway Clustered Server deployment, you will also need to enable SIP debug on SIP Proxy using the attributes below:
*=info;com.ibm.ws.proxy.*=all: com.ibm.ws.sip.*:
Using the Websphere Collector tool, gather logs and traces from all of the environment computers.
For a standalone Sametime Gateway setup, navigate to the profiles directory and execute:
"C:\Program Files\IBM\WebSphere\AppServer\profiles\bin\collector.bat"
For a clustered Sametime Gateway setup, run the collector on each of the machines and for each of machine's WAS profiles. The WAS profiles are stored in the profiles directory:
"C:\Program Files\IBM\WebSphere\AppServer\profiles\"
For example, if the profiles directory contains two profiles: "RTCGW_Profile" and "RTCGW_Profile1", you will need to run the Collector tool twice (once per each profile). Open a command prompt and run the following two commands:
"C:\Program Files\IBM\WebSphere\AppServer\profiles\RTCGW_Profile\bin\collector.bat"
"C:\Program Files\IBM\WebSphere\AppServer\profiles\RTCGW_Profile1\bin\collector.bat"
This will result in two output files (placed in your current working directory when executing the command):
"myHostName-MyCellName-MyNodeName-RTCGW_Profile-WASenv.jar"
"myHostName-MyCellName-MyNodeName-RTCGW_Profile1-WASenv.jar"
Note: the generated files will include all of the log files located in the "logs" directory under the profile directory. To reduce the log size, you might choose to delete all of the existing log files, recreate the problem, and only then gather the logs.
- Sametime Gateway external hostname
- Sametime Gateway external IP address
- Sametime Gateway internal IP address (if any)
- Firewall rule and log dumps
- WebSphere Collector generated log files for all profiles
- Test users email addresses
- Date and time of testing
- Testing specifics (what has been tested and how)
Follow instructions to send diagnostic information to IBM Support, and be sure to provide all diagnostic information captured above. This requires that a PMR be opened if not already.
Refer to the detailed instructions in the Technote "Exchanging information with IBM Technical Support for problem determination" to make the information available and to update your problem record.
For specific information about using the ECuRep service to transfer or send files to Support, refer to the following document: Using ECuRep to exchange information with IBM Technical Support for Lotus software | | | | | | | | |
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| Product categories: |
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| | Software | |
| | Organizational Productivity, Portals & Collaboration | |
| | Real-time & Team Collaboration | |
| | Lotus Sametime | |
| | Sametime Gateway | |
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| Operating system(s): |
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AIX, Linux, Solaris, Windows, i5/OS
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| Software version: |
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7.5.1, 7.5.1.1, 8.0, 8.0.1, 8.0.2
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| Software edition: |
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Standard
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| Reference #: |
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1317952
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| IBM Group: |
| | Software Group |
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| Modified date: |
| | 2009-09-04 |
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