Logging and tracing on the Sametime Connect Client

You can provide these instructions to Connect Client users to enable tracing on their clients. Trace logs are stored in a workspace folder on the user's local hard drive or a network drive.

  1. Locate the client workspace as explained in Locating the client workspace.
  2. On the computer where you use the client, use a text editor and open the rcpinstall.properties file which is located in C:\Users\user_name\AppData\Roaming\IBM\Sametime\.config directory.
  3. Add the following lines to the end of the file, depending on what kind of issue you're diagnosing.

    General client issues:

    com.ibm.collaboration.realtime.level=FINE

    Telephony and audio/video issues, including Sametime Unified Telephony and Meetings:

    General issues:

    com.ibm.collaboration.realtime.internal.telephony.level=FINE
    com.ibm.collaboration.realtime.telephony.level=FINE
    com.ibm.collaboration.realtime.telephony.tcspi.level=FINEST
    com.ibm.collaboration.realtime.telephony.softphone.level=FINER
    com.ibm.collaboration.realtime.telephony.softphone.mfw.level=FINER

    Audio/video quality issues:

    com.ibm.collaboration.realtime.internal.telephony.level=FINE
    com.ibm.collaboration.realtime.telephony.level=FINE
    com.ibm.collaboration.realtime.telephony.softphone.level=FINER
    com.ibm.collaboration.realtime.telephony.softphone.mfw.level=FINER

    Instant messaging issues:

    com.lotus.sametime.community.kernel.level=FINER
    com.lotus.sametime.im.level=FINEST
    com.lotus.sametime.places.level=FINEST
    com.ibm.collaboration.realtime.rtcadapter.level=FINEST
    com.ibm.collaboration.realtime.people.internal.level=FINE
    com.ibm.collaboration.realtime.internal.sametime.level=FINER
    com.ibm.collaboration.realtime.login.level=FINEST
    com.ibm.collaboration.realtime.community.internal.level=FINEST

    Login issues:

    General login failures:

    com.ibm.collaboration.realtime.community.internal.level=FINEST
    com.ibm.collaboration.realtime.im.community.level=FINEST
    org.apache.commons.httpclient.level=FINE
    com.ibm.rcp.internal.security.auth.module.level=FINEST
    com.ibm.collaboration.realtime.login.level=FINEST
    com.lotus.sametime.community.level=FINEST

    SSO failures:

    com.ibm.collaboration.realtime.community.internal.level=FINEST
    com.ibm.collaboration.realtime.im.community.level=FINEST
    org.apache.commons.httpclient.level=FINE
    com.ibm.rcp.internal.security.auth.module.level=FINEST
    com.ibm.collaboration.realtime.login.level=FINEST
    com.lotus.sametime.community.level=FINEST
    com.ibm.rcp.internal.security.level=FINEST
    com.ibm.rcp.security.level=FINEST

    Managed settings:

    com.ibm.collaboration.realtime.policy.sametime.managedsettings.level=FINEST

    Meetings:

    General meeting issues:

    com.ibm.rtc.meetings.level=FINER
    com.ibm.rtc.spaces.level=FINER
    com.ibm.collaboration.realtime.appshare.level=FINER
    com.ibm.rtccore.level=FINER
    com.ibm.sharedmaps.level=FINER

    Calendar integration issues:

    com.ibm.rtc.meetings.servers.level=FINEST
    com.ibm.rtc.meetings.shelf.level=FINEST
    com.ibm.rtc.meetings.shelf.ui.level=FINEST
    com.ibm.rtc.meetings.util.level=FINEST
    com.ibm.collaboration.realtime.calendar.level=FINER
    com.ibm.collaboration.realtime.calendar.notes.level=FINEST

    Connectivity issues:

    com.ibm.rtccore.level=FINEST
    com.ibm.rtc.spaces.level=FINER

    Screen sharing issues:

    com.ibm.rtc.meetings.appshare.level=FINER
    com.ibm.collaboration.realtime.appshare.level=FINER

    Document sharing/conversion issues:

    com.ibm.rtc.meetings.documents.level=FINER
    com.ibm.rtc.meetings.appkit.image.level=FINER
    com.ibm.workplace.converter.level=FINER
    (Optional) Prevent more of the log and trace files from being overwritten by default, by entering these settings:
    com.ibm.rcp.core.internal.logger.boot.RCPTraceHandler.count=20
    com.ibm.rcp.core.internal.logger.boot.RCPLogHandler.count=12

    The default settings save 12 trace files and 6 log files. In this example, we are saving 20 trace files and 12 log files.

  4. Save and close the file.
  5. Restart your Connect Client.
  6. View the error log and trace files in the Connect Client, by clicking Help > Support > View Log and View Trace.

    In most cases, View Trace provides the most useful information.

  7. (Optional) You can collect logs and other data into a zip file and provide it to someone else for diagnostics.
    1. In the Notes embedded client, click Help > Support > Collect Support Data.

      In the stand-alone Connect Client, click gear icon > Help > Support > Collect Support Data.

    2. Select Enable Customized Tracing, and then click Next.
    3. Select one or more Sametime options, and then click Next.
    4. Specify if you want to reproduce the issue, and then click Collect. When the collection completes, a link to the collection zip file is provided.