Unified Web Client

Recommended Data Collection for Communications Express/UWC

When contacting Sun Support to obtain assistance with a UWC 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.

Basic Information

Comms Express Requirements:

Comms Express 6.2: http://docs.sun.com/app/docs/doc/819-2661/6n4uetjqv?a=view
Comms Express 6.3: http://docs.sun.com/app/docs/doc/819-4432/gcskr?l=en&a=view

Patches: 6.3 : 122793-27 available on http://sunsolve.sun.com

6.2 : 118540-42 available on http://sunsolve.sun.com
125819-16 point patch available on request.

Required Data

Problem Description:

Can you login to UWC ?
Can you access mail ?
Can you access calendar ?
Can you access the address book ?
What the issue you are currently seeing ?
Was this working previously ?
When did you first notice the issue ?
What has changed on your system ?
Is this problem seen with one user or multiple users ?
Is this reproducible ? if yes can you provide steps to reproduce ?

Provide a detailed problem descriptionas to what the issue is.

You must collect following information before opening a case with Sun support.

  • UWC version

showrev -p | grep SUNWuwc

cksum of libraries under /var/opt/SUNWuwc/WEB-INF/lib

eg: cksum uwc.jar

  • Web server/Application server version

Webserver: http://wikis.sun.com/display/BI/4.1+Web+Server
App Server:http://wikis.sun.com/display/BI/2.1+Solaris

  • Directory Server version

Solaris/Linux/AIX/HP-UX OS:
#cd <install_path>/bin/slapd/server
#./ns-slapd -D <install_path>/<instance_name> -V
Windows:
#<install_path>\bin\slapd\server\slapd.exe -D <install_path>\<instance_name> -V

  • Mail server version

<msg-instance>/sbin/imsimta versioin

  • Calendar Server version

showrev -p | grep SUNWics5

  • LDAP Schema (v1 or v2)

Check /var/opt/SUNWuwc/WEB-INF/config/uwcauth.properties to see whether MessagingSSO or IdentitySSO enabled ?

  • Did you enable hosted domain support ? If yes, what is the default domain ?

This information can be found in uwcconfig.properties

  • Did you enable Single sign-on support ?

This information can be found in uwcauth.properties

  • COllect UWC configuration files located under "uwc-deployed-path/WEB-INF/config/"

Important files: uwcauth.properties
uwcconfig.properties
/WEB-INF/config/ldappstore/db_config.properties
/WEB-INF/config/corp-dir/db_config.properties

  • Did you enable debug logging ? If not edit uwc-deployed-path/WEB-INF/config/uwclogging.properties

Set uwc.logging.enable = Yes
uwc.log.file = uwc-deployed-path/logs/uwc.log
uwc.log.level=FINE

  • For address book logging edit uwc-deployed-path/WEB-INF/config/uwcconfig.properties

Set log.file = /tmp/trace.log
log.level = 3

Restarting web server is required to effect these changes.

  • Issues with Communications Express Configuration.

Failed Configuration Tasks: To locate the problem, use the log file located at uwc-basedir /SUNWuwc/install/uwc-config _TIME-STAMP .log

Where, TIME-STAMP is the time stamp of the configuration in the form YYYYMMDDhhmmss.

Configuration program is not working properly.

To identify the problem, invoke the configuration program with debug options enabled, using the following debug modes:

-debug : Use this option to generate general debug information

-debugMessage : Use this option to generate a log of errors and warnings

-debugWarning : Use this option to generate a log of warning messages and error messages

-debugError : Use this option to generate a log of error messages. By defaut this option is enabled.

UWC applications startup failed and web container logs shows exceptions.

  • Gather uwc.log
  • Gather web server logs located at

UNIX (Solaris and HP-UX) and Linux

cd server-root/web-identifier/logs/errors
Windows

cd server-root\web-identifier\logs\errors

  • Authentication issues

Check and gather following information.

  • Check if the access manager up and running ?
  • Check if the directory server is up, running and reachable over network ?
  • uwc.log.
  • directory server logs.
  • uwc configurations files(uwcauth.properties, uwcconfig.properties).
  • ldif dump of user having trouble logging in.
  • access manager server logs
  • Issues with accessing Calendar.

Check and gather following information.

-Check if the calendar server is up and running ?
-Check if you can reach calendar server from UWC system ?
-Check if the calendar is enablled for this user ?
-Check if you can login and access calendar using calexpress(if it is enabled).
-uwc.log
-Calendar server debug logs(Pls enable debug logging and commandlog in calendar server).
-uwc configurations files(uwcauth.properties, uwcconfig.properties)
-calendar configuration file ics.conf.
-ldif dump of user from directory server.
-Export of user calendar from calendar server.

  • Issues with accessing Address Book

Check and gather following information.

  • Check if the directory server is reachable from uwc system ?
  • uwc.log
  • trace.log
  • uwc configurations files(uwcauth.properties, uwcconfig.properties)
  • uwc-deployed-path/WEB-INF/config/ ldappstore/db_config.properties.
  • uwc-deployed-path/WEB-INF/config/corp-dir/db_config.properties.
  • uwc-deployed-path/WEB-INF/config/corp-dir/xlate-inetorgperson.xml
  • uwc-deployed-path/WEB-INF/config/corp-dir/xlate-groupofuniquemembers.xml
  • Issues with accessing Mail

Check and gather following information.

-Check if the mail server is up/running and reachable from uwc system ?
-Check if everything working as expected by logging into messenger express ?
-uwc.log.
-mail server logs.
-configutil output from messaging server.
-uwc configurations files(uwcauth.properties, uwcconfig.properties)

  • Issues with Single Sign-on

Gather following information.

-uwc-deployed-path/WEB-INF/config/ uwcauth.properties
-IS-SDK-BASEDIR/lib/AMConfig.properties
-configutil output from messaging server
-ics.conf file from calendar server
-uwc.log
-Access manager logs
-calendar server logs

  • Issues with S/MIME

Gather following information.

For Further Information:

Comms Express 6.2 documentation: http://docs.sun.com/app/docs/doc/819-2654/ackaa?a=view

Comms Express 6.3 documentation: http://docs.sun.com/app/docs/coll/1631.1?l=en

Troubleshooting Comms Express 6.2: http://docs.sun.com/app/docs/doc/819-5198/gcuvr?a=view

Troubleshooting Comms Express 6.3: http://docs.sun.com/app/docs/doc/819-4440/abzcf?l=en&a=view

Known issues 6.2: http://docs.sun.com/app/docs/doc/819-2568/6n4rm7fih?l=en&a=view

Known issues 6.3: http://docs.sun.com/app/docs/doc/819-4432/acehr?l=en&a=view

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