Troubleshooting Avaya Aura TM Presence Services

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1 Troubleshooting Avaya Aura TM Presence Services Release 5.2 December 2009

2 2005 to 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. 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3 Contents Presence Services Events Receiving SNMP Traps Viewing Alarm events Viewing Log events Alarms O_DT-EX TSDC Message Archiver does not start up Logs Active Directory Checklist Active Directory FQDN and IP Active Directory Administrator user Base context for the LDAP class Presence Session Manager Configuration Client Side Configuration Configuration Details Debug Logs and Tools for OCS Gateway integration Launch a New Debug Session on OCS Server Clean System (Force uninstallation) Troubleshooting Avaya Aura TM Presence Services 5.2 November 2009 iii

4 Purpose The purpose of this guide is to provide diagnostic information to help you resolve issues, while you use Avaya Aura TM Presence Services. Audience This guide is for personnel who install, configure, and troubleshoot Avaya Aura TM Presence Services 5.2 Installation. Related documents Administering Avaya Aura Presence Services Installing Avaya Aura Presence Services Presence Services Events Presence Services stores all such events in the System Manager web console. The Presence Services events contains the following: Logs Alarms SNMP traps You can view the list of logs, alarms, and traps in the System Manager Web Console, using the Log and Alarm Viewer page. Receiving SNMP Traps You can configure the NMS in one of the following ways: 1. While Installing Presence Services: In the SAL Logging Service Details page, enter the following configuration parameter values: SNMP Receiver IP SNMP Receiver port and SNMP community fields. In addition, you can configure the SNMP Receiver IP to point to a third-party SNMP Receiver. 2. Post Installation of Presence Services 1. Edit the SPIRITAgent_1_0_customernms_orig.xml file in the following path: $SPIRIT_HOME/agent/config/SPIRITAgent_1_0_customernms_orig.xml Troubleshooting Avaya Aura TM Presence Services 5.2 December

5 2. Restart the SAL agent, and run the following command: service spiritagent restart Viewing Alarm events You can view all the Alarm events generated by Presence Services in the System Manager Alarm Viewer page of the System Manager Web console. Select System Manager Console > Monitoring > Alarming to view the list of alarms. Viewing Log events You can view all the Log events generated by Presence Services in the System Manager Log Viewer page of the System Manager Web Console. Select System Manager Console -> Monitoring -> Logging to view list of all logs. Alarms O_DT-EX0002 PS to System Manager Logging/Alarming connection failed Explanation: System Manager web Console alarming and logging page, stores all events raised by the Presence Service during the install. You can refer to System Manager alarming and logging page to resolve troubleshooting issues. If the Presence Services fails to connect with System Manager, then all alarms that were generated are stored in a log file named spirit.log, under the $SPIRIT_HOME/logging/ directory. Action: Verify the System Manager server connection, and then run the ping command with the System Manager FQDN. Execute the following command: $SPIRIT_HOME/TM_client/unix/EnableHostAgentSecurity_postinstall.bsh SAL_Host_Address 443 SCEP_Password Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

6 Alarms No valid certificate for OCS connection Explanation: Prescert tool is unable connect to the System Manager Trust Management Service during the installation. Action: To connect to the System Manager Trust Management Service, run the following command: $PRES_HOME/presence/bin/prescert create $PRES_HOME/presence/bin/prescert list To view a list of aliases in the keystore, execute the following commands: $PRES_HOME/presence/bin/prescert export alias alias_from_previous_step $PRES_HOME/presence/bin/prescert exportts Then edit the Sip-transport configuration to point at the new certificates. Full Error: OCS-CM[625]: T16:16:38Z [ERROR] SIPTransportMgr.cpp:117: Invalid Key PSM component down Explanation: Presence Session Manager cannot connect to the database. Action: To verify the status of the postgresql database, run the following command: service postgresql restart $PRES_HOME/jabber/xcp/bin/runjabber restart Full Error: jabber[6848]: [error] jsm.c:682:: : Failed to initialize the database layer. Exiting TSDC00064 Explanation: Enterprise Server does not receive Heartbeat Message, because the SAL Agent cannot connect to the System Manager. Action: Use the ping command with the System Manager FQDN, to verify the connection, and run the service spiritagent restart Full Error: SPIRITAgent[2031]: +00: com.avaya.spirit.agent.transport.handler.agenterrorhandler 1 com.avaya.spirit.agent TSDC00064 Unable to deliver Heartbeat Message to the Enterprise Server. Troubleshooting Avaya Aura TM Presence Services 5.2 December

7 Message Archiver does not start up Explanation: Message Archiver is unable to connect to the postgresql database. Action: Verify that you are connected to the postgresql database by executing the following command: service postgresql restart $PRES_HOME/jabber/xcp/bin/runjabber restart Full Error: jabber_archiver[6993]: [ERROR] - MA Service - ConnectionPool is unable to checkout a DBConnection. Logs Explanation: Instant Messaging (IM) user failed validation. Action: Verify all user names and credentials are valid and correct. In addition, your Active Directory configuration must include Presence Session Manager configuration as described in the Active Directory chapter of Presence Services Administration Guide. Full Error: jabber[19812]: [info] authreg.c:39:: : Someone tried to authenticate as an invalid user test2-184@pres.ips.avaya.com Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

8 Active Directory Checklist Active Directory Checklist This section provides a checklist for diagnosing Active Directory configuration issues with Presence Services. You must go through this document before escalating issue with the support team. If the following steps does not resolve the issue, you must complete "Diagnostic Checklist" (with an 'X' in the passed or failed column) and the 'Configuration Details' section and send them as an escalation request to the support team. Table 1: Diagnostic Checklist for Active Directory Configuration Test Description Passed Failed Test 1: Is the Active Directory Resolvable? Test 2: Ensure Active Directory connection is successful. Test 3: Ensure the user logging in is in the allowed groups Test 4: Ensure optional modules are correct. Test 5: Ensure JDS configuration is correct. Test 6: Ensure the PS machine is reachable from the client. Test 7: Ensure the client domain is correct. Test 8: Ensure the login information is correct. Fill out Configuration Details Active Directory FQDN and IP Go to the Active Directory Server and press the Windows key + Break key together, and then select the 'Computer Name' tab and copy the 'Full Computer name' value, which will look similar to ADServer.avaya.com. For the IP Address, go to a Windows command prompt, and type: ipconfig Note: You can resolve this issue by modifying the DNS, or by adding the following entries to your /etc/hosts on your Presence Services Server: ADServer.avaya.com ADServer Troubleshooting Avaya Aura TM Presence Services 5.2 December

9 Active Directory Administrator user To configure the Active Directory component, add an Active Directory admin user, in the 'Directory Server user field in the 'Directory Server Configuration' section. Only user with valid privileges can to connect to the user directory. If you are not a valid user, you can connect using the Administrator account. To verify whether a user is a valid user, right-click the user in Active Directory application, and select Properties > Member of. In addition, you must be able to easily identify the user name using the following format: cn=administrator,cn=users,dc=avaya,dc=com This entry translates user 'Administrator' in the group 'users' under the domain 'avaya.com'. Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

10 Active Directory Checklist Figure 1: Active Directory Configuration (Directory Server Section). Test 2: Ensure Active Directory connection is successful Troubleshooting Avaya Aura TM Presence Services 5.2 December

11 Base context for the LDAP class The base context class specifies which groups of users are allowed to log in. For example if the 'users' group are allowed to log in then the value format appears as follows: cn=users,dc=avaya,dc=com Figure 2: Active Directory Configuration (Database Section) Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

12 Active Directory Checklist Test 3: Ensure your test user is in the allowed groups Presence Session Manager Configuration In addition to the Active Directory component configuration, the administrator has to edit the Presence Session Manager component. The configuration changes are as follows: Test 2 1. Clear mon_auth_plain and mod_auth_digest check boxes. 2. select mon_jds check box. Troubleshooting Avaya Aura TM Presence Services 5.2 December

13 Figure 3: Presence Session Manager Configuration Test 4: Ensure optional modules are correct 3. Select JDS Configuration check box. Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

14 Active Directory Checklist 4. Clear Registration Requirements check box. Figure 4: Presence Session Manager Configuration Test 5: Ensure JDS Configuration is correct Troubleshooting Avaya Aura TM Presence Services 5.2 December

15 Client Side Configuration You can connect to the Presence Services Server through 5222 port or 5223 port. In addition, ensure that in the Router Service Name (pres.ips.avaya.com by default) field, you have entered the correct domain name as specified during the installation of Presence Services. Test 6: Ensure Presence Services is reachable Test 7: Ensure the client domain is correct Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

16 Active Directory Checklist Test 8: Ensure the login information is correct Configuration Details If the issue remains unresolved, you must complete "Diagnostic Checklist" (with an 'X' in the passed or failed column) and the 'Configuration Details' section and send them as an escalation request to the support team. Table 2: Configuration Details Required information for configuring Active Directory Example Actual values for configuration Active Directory FQDN ADsample.avaya.com Enter the Active Directory FQDN Active Directory IP Enter the Active Directory IP Address Active Directory Administrator user (Fully distinguished, user must be a member of the Schema Admins group) cn=administrator,cn=users,d c=avaya, Enter the administrator user details Active Directory Administrator user password Base context for the LDAP class password cn=users,dc=avaya,dc=com Enter the Active Directory Administrator user password. Enter the Base context for the LDAP class. Client Domain avaya.com Enter the Client Domain. Troubleshooting Avaya Aura TM Presence Services 5.2 December

17 Debug Logs and Tools for OCS Gateway integration If after going through all the configurations above and presence is not flowing from OCS you can check the logs on PS or use the Debugging tool in Microsoft to see why the communication is breaking down. PS logs for the OCS Gateway can be found at /var/log/presence/presence-1.presence.log Launch a New Debug Session on MS Edge Server 1. On Edge Server go to Start -> Administrative Tools -> Computer Management. 2. Go to Service and Applications -> Microsoft Office Communications. 3. Right-click Microsoft Office Communications and select Logging Tool -> New Debug Session. 4. In the Logging Options Components list check the SIPStack component and click the Start Logging button. Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

18 Debug Logs and Tools for OCS Gateway integration 5. After forcing traffic through the OCS Gateway (restart the Presence Server Component in Presence XCP Controller) stop the logging by clicking the Stop Logging button. 6. Either view the results in plain text by clicking the View Log Files button or launch the graphical tool by clicking Analyze Log Files to view the message flow; (You will need to download and install the resource toolkit to use this). Troubleshooting Avaya Aura TM Presence Services 5.2 December

19 Launch a New Debug Session on OCS Server The OCS servers debugging tool is the same as it is on the Edge Server except it is launched from a different location. The following steps outline how to launch the tool from the OCS Server: 1. On OCS Server open the Office Communications Server 2007 in the MMC console (see sectionopen Certificates Snap-in for Edge Server in MMC for example of loading a snap-in) 2. Go to Microsoft Office Communications Server > Forest x.y -> Enterprise Pools (or for Standard Edition Servers ) -> pool (ipsocs in screen shot below) 3. Right click the pool and go to Logging Tool -> New Debug Session. Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

20 Clean System (Force uninstallation) Clean System (Force uninstallation) If your system is unable to perform a standard uninstallation, you can manually perform a forced uninstallation. Follow these steps to perform a forced uninstallation: 1. Go to cd /opt/avaya/uninstaller/utils. 2. Enter chmod a+x *.sh and press Enter. 3. Enter./cleanSPIRIT.sh and press Enter. Note: Note: You must use this command only when you have installed Presence Services on a dedicated system. In addition, do not use this command when System Manager is using the SAL service. 4. Enter chmod -R a+x /opt/avaya/presence/install/scripts 5. Enter./uninstall_AIF.sh and press Enter. Troubleshooting Avaya Aura TM Presence Services 5.2 December

21 Important:! Important: If the uninstallation files have been removed, then delete the/opt/avaya directory and reinstall the Presence Services software. This creates the uninstallation files again. Note: Note: The present installation might fail but the uninstallation can now be run as normal to return the system to a clean state. Troubleshooting Avaya Aura TM Presence Services 5.2 December 2009

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