Open Mic Webcast. IBM Sametime Media Manager Troubleshooting Tips and Tricks. Tony Payne Sr. Software Engineer May 20, 2015

Transcription

1 Open Mic Webcast IBM Sametime Media Manager Troubleshooting Tips and Tricks Tony Payne Sr. Software Engineer May 20, 2015

2 Agenda Troubleshooting Basics Setting a diagnostic trace Finding the right trace to set Client and server tracing Runtime vs configuration tabs When to (and not to) use Wireshark Common Scenarios No AV icons Registration issues Call failures Browser client issues

3 Troubleshooting basics Know your system Setting tracing Client tracing UIM Client WebPlayer Server side tracing Fiddler and Wireshark

4 UIM Client Tracing Locating the client workspace for standalone clients

5 UIM Client Tracing Locating the client workspace for embedded clients

6 UIM Client Tracing Once you have located the client workspace This is where the 'logs' folder is located use a text editor and open the rcpinstall.properties file which is located in the.config sub-directory to add the appropriate tracing Common trace settings are located in the documentation _log_trace.dita Be sure that when copying and pasting settings that you leave no trailing whitespace! Be aware that there may be differences between client versions for some trace settings.

7 UIM Client Tracing for Audio Video issues Sametime x clients com.ibm.collaboration.realtime.telephony.tcspi.level=finest com.ibm.collaboration.realtime.multimedia.level=fine com.ibm.collaboration.realtime.telephony.softphone.level=finer com.ibm.collaboration.realtime.telephony.ui.level=fine com.ibm.collaboration.realtime.telephony.level=fine com.ibm.collaboration.realtime.internal.telephony.level=fine com.ibm.ice.level=fine Sametime 9 clients com.ibm.collaboration.realtime.telephony.softphone.mfw.level=finest com.ibm.collaboration.realtime.telephony.softphone.level=finer com.ibm.collaboration.realtime.telephony.tcspi.level=finer

8 UIM Client Tracing After setting the required tracing Restart your Connect Client and reproduce the problem 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. (Optional) You can collect logs and other data into a zip file and provide it to someone else for diagnostics. 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. Or you can just zip the logs folder after you have closed the client.

9 WebPlayer Tracing Logs for the Sametime web audio/video plug-in are stored in the following locations: Microsoft Windows XP: %APPDATA%\IBM\Sametime WebPlayer\ Windows Vista, Windows 7, and Windows 8: %USERPROFILE%\AppData\LocalLow\IBM\Sametime WebPlayer\ Mac OS X 10.6, 10.7, 10.8: $HOME/Library/Application Support/IBM/Sametime WebPlayer/ Set the logging level for the Sametime WebPlayer and Softphone with the LogFileLevel parameter in the WebPlayer.ini file, using the following options: 0 (default - no log information) 2 (errors only) 8 (errors and traces) 16 (maximum level of errors, traces, and notifications) Compress the Logs folder located in the Sametime WebPlayer folder and send

10 Troubleshooting Websphere based servers Runtime vs Configuration File sizes and numbers Setting tracing e.dita Recomended trace strings ce_settings.dita?cp=ssktxq_9.0.0%2f Troubleshooting Sametime Servers dita

11 Troubleshooting WebSphere based servers When sending logs up for analysis Include the entire profiles 'logs' folder Not just the trace you think we need Often times, things are in the FFDC folder that will help speed resolution Be sure to note to the best of your ability Time the problem was reproduced Usernames/IP addresses of the users Symptoms, error messages A network diagram and details about the environment Sometimes the smallest detail is important oh yeah, we noticed this too

12 Troubleshooting WebSphere based servers

13 Troubleshooting WebSphere based servers

14 Troubleshooting WebSphere based servers

15 Troubleshooting WebSphere based servers

16 Troubleshooting WebSphere based servers AV Components

17 Troubleshooting Sametime Audio Video issues The Right Trace on the right server - Proxy Registrar :com.ibm.ws.sip.*=all:com.ibm.sip.*=all Hint: this is good for ANY application server that is doing SIP traffic if you want to trace SIP Traffic Conference Focus com.lotus.sametime.telephony.*=all:com.ibm.mediaserver.*=all:com.ibm.telephony.conferencing.spi.*=all :com.ibm.ws.sip.*=all:com.lotus.sametime.telephony.sipfocus.*=all:com.ibm.sip.*=all:com.lotus. sametime.telephonymanager.*=all WAS SIP Proxy :com.ibm.ws.sip.*=all:com.ibm.ws.proxy.*=all Hint: This is different than application level tracing - common mistake to put wrong traces here!

18 Troubleshooting Sametime Audio Video issues The Right Trace on the right server - Video Manager com.polycom.proximo.*=all Video MCU Requires creating TCP Dump and enabling logs Http ://www-01.ibm.com/support/knowledgecenter/ssktxq_9.0.0/admin/trouble/trbl_vmcu_server.dita

19 Troubleshooting Sametime Audio Video issues Questions to help direct troubleshooting Is it a call setup problem (aka error before call is established) Is it a media problem (blank video screen, no audio, etc) If a clustered environment Does it happen only when a specific node is running? Can it be reproduced with only '1 of each' running? What error message is the client getting? Have you validated the configuration? It only takes one typo!

20 Troubleshooting Sametime Audio Video issues No AV icons in rich client Outside of Policy restrictions, usually caused by a couple of things Community server connectivity from Conference Focus Check trustedips Client connectivity to Proxy Registrar Enable client and SIP traces If its not connectivity, its usually authorization. Video Manager Health Check failures* Conference Focus is unable to register to Proxy Registrar Gather Client, Proxy Registrar and Conference Focus logs for analysis.

21 Troubleshooting Sametime Audio Video issues No AV in browser based or mobile clients For Meetings, is Sametime Meetings configured to use a Sametime Proxy? Do you have awareness? Similar to previous slide, Community must be aware that AV is available Client must be able to reach the Proxy Registrar If external is SIP Edge Proxy involved? Is the plugin loaded? If so, enable WebAV debug for analysis For Mobile Clients, enable tracing and send them for analysis

22 Troubleshooting Sametime Audio Video issues Calls fail to start Analysis will depend on a couple of things Is it stuck in 'connecting' If so, gather client and server SIP traces If connected, but no Audio Video Streams Can client connect to other client? Is TURN involved? Gather client traces + Wireshark for analysis

23 Troubleshooting Sametime Audio Video issues Can't add a third person to my 1x1 AV session Is Video Manager available? Is MCU available? Gather Client, Proxy Registrar, Conference Focus and Video Manager logs for analysis

24 Troubleshooting Sametime Audio Video issues Meeting Room AV issues Is the problem on the Moderator or Participant side? What error message is received by the client? Most common problem is the notificationserverhost settings in stavconfig.xml Gather Client, Proxy Registrar, Conference Focus and Video Manager logs for analysis

25 Troubleshooting Sametime Audio Video issues SIP msg codes Trying 180 Ringing 200 OK 401/403 Authentication/Authorization 404 Not Found (usually user) 408 Timeout 430 Flow control failed 481 Call does not exist 483 Too many hops Server Internal Error 503 Service Unavailable

26 Troubleshooting Sametime Audio Video issues SIP Messages REGISTER Used to register users and endpoints If you fail to register you won't be able to make calls INVITE Used to invite user(s) to specific calls SUBSCRIBE Subscribes to messages for specific calls UPDATE For sending messages on specific calls BYE

27 Coming Soon Media Manager cumulative fix Resolves a number of issues with Installs and upgrades The anon_token_cache issue Improved efficiency during peak login periods Calls getting stuck in starting call Calls failing with Video Room in use errors. Video Manager health check disabling AV for all Watch for an announcement from us in the coming days.

28 Sametime Media Manager

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