Collecting data: Sametime Unified Telephony 8.0 client troubleshooting

A problem has been reported with the Sametime Unified Telephony (SUT) client. What should be collected for the initial data capture?

Table of contents:

1. Outline problem 'use case'
2. Enable SUT specific debug
3. Reproduce the problem
4. Collecting debug output and system information
5. Send the diagnostic information to IBM Support

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1. Outline problem 'use case'

This step is crucial in the problem determination, and it should be the first item collected when trying to understand how to troubleshoot a specific issue.

In this context a use case can be defined as the exact steps that a user took while using a software solution that led to a problem.

The use case should include:

- a list of users involved with their SUT unified number and preferred device listed.
- Client build (Help -> About Sametime Unified Telephony)

Example use case:

Users involved -
User A - SUT number xxx-xxx-xxxx
User B - SUT number xxx-xxx-xxxx

User A launches his Sametime Unified Telephony client

User A selects a preferred device computer

User A calls User B

User B accepts the incoming call with preferred device 'Office xxx-xxx-xxxx'

User A's call window now shows as connected

[problem] User B cannot hear User A speaking


2. Enable SUT specific debug

To enable debug SUT specific debug, modify the rcpinstall.properties file, which is located in the following directory:

Windows C:\Documents and Settings\<user>\Application Data\Lotus\Sametime\.config
(The application data folder is hidden and will have to be typed in manually)

Mac OS X / Linux /Users/<user>/Lotus/Sametime/.config folder
(The .config folder is hidden by default)

1. Open the rcpinstall.properties file and navigate to the end of the file.
2. After the last line of the file add the following 2 debug parameters
   
       com.ibm.collaboration.realtime.telephony.level=FINE
        com.ibm.collaboration.realtime.telephony.softphone.level=FINE
   
3. Save the rcpinstall.properties file.
4. Exit and re-launch the Sametime Connect client after making the change to the diagnostic level.

3. Reproduce the problem

Reproduce the issue as describe in the 'use case' specified. Take a screen capture of anything that might help IBM understand the problem, for example:

• JVM terminated dialog prompts
• Call window showing call status
• Contact list showing telephony presence

Once the problem is reproduce ,close the Sametime client application, otherwise the logs showing the problem will be incomplete.


4. Collecting debug output and system information

To collect the debug output and system information, you can use the IBM Support Assistant tool that is built into the Sametime client.

Steps:
Launch the Sametime client
Open 'Help->Support->IBM Support Assistant'
Select 'Service' from the Tool bar
On this page select 'Collect Data'
Now select both check boxes 'System Collector' and 'Lotus Sametime 8.X' and click 'Collect'


A new dialog will appear showing the progress of the collection, and once finished will display the location of the jar archive. Usually it is saved in C:\Documents and Settings\<user>\Application Data\Lotus\Sametime


5. Send the diagnostic information to IBM Support

Send this jar file to IBM Support for analysis

Refer to the detailed instructions in the Technote "Exchanging information with IBM Lotus Technical Support" 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

*IMPORTANT* Remove the debug once testing is completed and the logs have been generated. To do so, refer to Step 2 and remove the parameters previously added.