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Collecting data: Awareness issues with Sametime Gateway to Sametime Gateway
 Technote (troubleshooting)
 
 
Problem
You have the IBM® Lotus® Sametime® Gateway implemented in your environment and need to troubleshoot issues related to communicating with another Sametime Gateway community.
 
Symptom
Collect the information below when troubleshooting issues with SIP-based instant messaging environments. Utilize this document to:
  1. Review your current configuration, and

  2. Collect system information for IBM Support prior to opening a Problem Management Report (PMR) for support regarding awareness with another Sametime Gateway community.
 
Resolving the problem
1. External firewall
Check whether the following ports have been opened on the external firewall:
  • Port 5061 on the external firewall to external Lotus Sametime SIPr™ communities using a secure TLS/SSL connection.

  • Port 5060 on the external firewall to external Lotus Gateway SIP communityies not using TLS

Things to check:

- For outbound using TLS: telnet from your Sametime Gateway to the other Sametime Gateway on port 5061

- For outbound not using TLS: telnet from your Sametime Gateway to the other Sametime Gateway on port 5060

If the above configuration is verified, collect firewall rule dump and log dump

Note: If any of the environments are NAT-ed, confirm that the NAT being used is SIP friendly. Check with the firewall vendor for any and all updates for SIP. Provide a detailed diagram of the NAT-ed environment including information about the type and version of the NAT device used.
2. DNS
For SIP connections, check the reverse- and forward-DNS lookup entries in the DNS by accessing http://dns.kify.com/.

Things to check:

- The public IP associated with the Sametime Gateway must be configured in DNS to allow reverse DNS lookups such that a reverse DNS lookup on the Gateway's public IP should resolve to the external hostname that has been provisioned with Yahoo.
    Successful response: The IP resolves to the hostname that is provisioned for the gateway:
    129.42.250.51 resolved to rtcgate.lotus.com

    Bad responses:
    IP resolves to itself (an IP address) - 129.42.250.51 resolved to 129.42.250.51
    IP resolves to a hostname that is not the one provisioned for the gateway: 129.42.250.51 resolved to rtcgate.lotus.net
    NOTE: Domain name is lotus.net and lotus.com as in the provisioning record.

3. NAT Support
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.


4. Client experience
Is there awareness from Sametime SIP Gateway1 to Sametime SIP Gateway2? If no, in Sametime SIP Gateway1 environment check the following:
    - firewall rules for both inbound and outbound traffic on port 5060 (not using TLS) or port 5061 (using TLS) for Sametime SIP Gateway2 external IP address

Is there awareness from Sametime SIP Gateway2 to Sametime SIP Gateway1? If no, in Sametime SIP Gateway2 environment, check the following:
    - firewall rules for both inbound and outbound traffic on port 5060 (not using TLS) or port 5061 (using TLS) for Sametime SIP Gateway1 external IP address

If the above configuration checks out and the problem is still present, proceed with the steps below to enable debug on the Sametime Gateway.
5. Debugging and logging
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.*:

6. Using WebSphere Collector to collect logs

Use the WebSphere Collector to collect the logs
  1. Using the Websphere Collector tool, gather logs and traces from all of the environment computers.
  2. For a standalone Sametime Gateway setup, navigate to the profiles directory and execute:

    "C:\Program Files\IBM\WebSphere\AppServer\profiles\bin\collector.bat"
  3. 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.

Items to submit to Support
For each of the Sametime SIP Gateways:
  • external hostname
  • external IP address
  • network specifics diagram (if NATed)
  • firewall rule and log dumps
  • WebSphere Collector generated log files for all profiles
  • Test users email addresses
  • Date and time of testing
    Send the diagnostic information to IBM Support
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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Document information
 Product categories:
 Software
 Organizational Productivity, Portals & Collaboration
 Real-time & Team Collaboration
 Lotus Sametime
 Sametime Gateway
 Operating system(s):
  AIX, Linux, Solaris, Windows, i5/OS
 Software version:
  7.5.1, 7.5.1.1, 7.5.1.2, 8.0, 8.0.1, 8.0.2
 Software edition:
  Standard
 Reference #:
  1317963
 IBM Group:
 Software Group
 Modified date:
 2009-09-14

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