Recommended Information Gathering for Instant Messaging Issues
When contacting Sun Support to obtain assistance with an Instant Messaging issue, it is necessary to provide a detailed problem description and a minimum set of required data - directly below are some guidelines on these topics. It will also often be necessary to collect additional data which is more specific to the problem - recommendations for which will follow below.
Problem description
The problem description should be as detailed as possible and should try to address all of the following points:
- problem symptoms
- always reproducible?
- when did the problem start?
- any changes that coincided with problem start (patches, config, load, etc)?
- how frequently is the issue seen?
Required Data
These are the IM specific files that should be gathered:
Default location: /var/opt/SUNWiim/default/log
xmpp.log
mux.log
Default location: /opt/SUNWiim/config
httpbind.conf
httpbind_log4j.conf
iim.conf
log4j.conf
registration.properties
Version information: 'imadmin version' (/opt/SUNWiim/sbin)
Services Deployed: 'iwadmin list' (/opt/SUNWiim/sbin)
When deployed with Convergence or using the HTTP Bind gateway, the web server/app server access/error logs will be requested also.
When utilizing the Java Web Start IM client, the 'im.jnlp' shoud be provided as well.
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