IBM Support

Collecting Data: IBM Connections Mail

Technote (troubleshooting)


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:
  • IBM Connections version and fix level.
  • LDAP type, version, fix level
  • Mail backend (Domino or Exchange)
  • Amount of RAM on each of the server nodes
  • Is this a pilot or production installation?
  • Is this a new installation or an upgrade from an earlier version?
  • How many nodes in the cluster and are components installed to a single or multiple jvm's?
  • Is the problem reproducible on all nodes?
  • What browser types and versions are in use and is the issue reproducible on the supported browsers?
  • Is there a SSO solution in front of IBM Connections (Siteminder, TAM, Spnego)?
  • Please outline any customization that you may have.
  • What changes occurred in the environment prior to the issue?
  • Error messages
    • WebSphere error log
    • Mail server
    • Client
      • Messages issued by ICM itself
      • Messages logged by browser (various tools available depending on browser in use, e.g. Firebug for Firefox)
  • For message-specific issues with Domino, blank Domino database with copy of problem message
  • For user specific issues with Domino, mail template version

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:*=all

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.

along with:
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

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."

Cross reference information
Segment Product Component Platform Version Edition
Organizational Productivity- Portals & Collaboration IBM Connections Mail

Document information

More support for: IBM Connections

Software version: 5.0, 5.5, 6.0

Operating system(s): AIX, Linux, Windows

Reference #: 1677101

Modified date: 24 July 2014

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