Collecting Data: IBM Connections Mail
Gathering this information before calling IBM support will reduce the time that it takes to understand and resolve your problem.
Diagnosing the problem
|Manual data collection:
Collecting the following data before contacting support will help expedite problem determination and resolution of the problem:
1. Provide a precise description of the issue, screenshots, error messages, and steps to reproduce.
2. Please provide Connection environment details:
3. Tracing can be very verbose. If tracing is requested by support, follow these steps.
a. Log in to the IBM WebSphere Application Server (WAS) administration console using an administrator ID
b. Go to Troubleshooting -> Logs and Trace -> Logging and Tracing -> Server 1 (or server Mail is installed on) -> Diagnostic Trace Server -> Change Log Detail Levels -> please add the following *string and click Apply -> OK
For the DiscoveryServlet:
c. Restart the WAS server after moving existing logs to another directory (or delete)
d. Reproduce the problem.
Note: If the issue can be reproduced on a single node, shut down all other nodes prior to reproducing the problem.
e. Provide support a compressed copy of the logs directory %WAS_HOME%/profiles/appSrv01/logs (trace.log, systemout.log, systemerr.log and FFDC logs) from the node.
located in directory %WAS_HOME%\profiles\(your profile)\config\cells\(your cell)\LotusConnections-config
|To test the discovery service, log in to Connections, and then enter the following URL into your browser, where test-user-email is a user’s email address:
You should receive a response like the following example:
For the Connections server to connect to Microsoft Exchange mail servers or IBM Domino mail servers with self-signed certificates, you must import SSL certificates. Please see "Importing SSL certificates" within Deploying the IBM Connections Mail Plug-in documentation for details.
Collect a Fiddler Trace while reproducing the problem or testing the Discovery Servlet URL above:
Fiddler is a tool for monitoring requests made and received by a web browser. This information is often invaluable when troubleshooting a problem with IBM Connections. Due to the AJAX nature of Connections, an error message may not always display the true cause of the error. A fiddler trace captures all requests or responses that may have been made.
Fiddler can be downloaded from http://www.fiddler2.com
Close all other browser windows before opening Fiddler, then log into Connections. Run the Fiddler application. Have the user perform the operation that is causing the error. When the action has been completed, save the results in Fiddler by choosing File > Save > All Sessions.
Configure Fiddler to decrypt the https request:
Select "Decrypt HTTP traffic" and "Ignore server Certificate errors."
|Organizational Productivity- Portals & Collaboration||IBM Connections Mail|
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