The document provides an overview of troubleshooting audio and video issues in Sametime deployments. It discusses tracing and diagnosing problems on the client side with the Rich Client and Webplayer. On the server side, it covers setting traces in WebSphere, recommended trace settings, and tracing specific components like the Proxy Registrar, Conference Focus, and Video Manager. Common audio/video issues addressed include no AV icons, call setup failures, inability to add a third person to a call, and meeting room problems. Throughout, it emphasizes gathering relevant logs from clients and servers to aid in analysis.

1. Troubleshooting Sametime
Audio Video Deployments
Tony Payne
Sr. Software Engineer, L3 Tech Lead
May 4, 2016

2. Agenda
• Client Side
 Rich Client troubleshooting
 Webplayer troubleshooting
• Server side
 Websphere Diagnostics
 Right Trace, Right Place
• AV Scenarios
2

3. UIM Client
 Troubleshooting Sametime Clients
 http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admin/troubl
e/trbl_client.dita
 Logging and tracing on the Sametime Connect Client
 http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admin/troubl
e/trbl_client_log_trace.html
3

4. UIM Client Tracing
• Locating the client workspace for standalone clients
http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admin/trouble/trbl_client_lo
cate_workspace.dita
4

5. UIM Client Tracing
 Locating the client workspace for embedded clients
http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admin/trouble/trbl_client_locate_w
orkspace.dita
5

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
– http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admin/trouble/trbl_client_lo
g_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.
6

7. UIM Client Tracing for Audio Video issues
Sametime 8.5.2.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
7

8. UIM Client Tracing for Audio Video issues
Sametime 9 clients
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
8

9. 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
9

10. UIM Client Tracing
 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.
10

11. Browser-based clients – A Webplayer Affair....
•Deploying the Sametime web audio-visual
plugin
• If you access Sametime through a web browser, you must install the
Sametime web audio-visual plugin (aka webplayer) to access screenshare and
AV features.
• The webplayer package is configured for automatic downloading from the
Sametime Proxy Server. But you can also post the plugin on another server
and use that as an alternate site for browser-based clients to download the
plugin. See details here:
• http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admin/install
/inst_client_webav_updatesite.html?lang=en
11

12. Browser-based clients – A Webplayer Affair....
• Installing the webplayer using the standalone installation
 If you prefer to install the webplayer before you join a meeting, you can install the program
from the stand-alone installation program.
 Locate the install program, which is part of the Media Manager Server installation package,
located in this directory: disk1/WebAVDesktopInstalls and run setup.exe on the client
machine
 Webplayer standalone installer is also packaged with the meeting server and can be installed
by going to the meetings home page as well.
 The webplayer version and softphone plugin version is stored in the file named
VersionInfo.txt included with the Web Meeting Room client package located on the proxy
server (or any alternate site you use)
12

13. WebPlayer Tracing
 Logs for the Sametime web audio/video plug-in are stored in the
following locations:
– Microsoft Windows XP: %APPDATA%IBMSametime WebPlayer
– Windows Vista, Windows 7, and Windows 8:
%USERPROFILE%AppDataLocalLowIBMSametime WebPlayer
– Mac OS X 10.6, 10.7, 10.8: $HOME/Library/Application
Support/IBM/Sametime WebPlayer/
13

14. WebPlayer Tracing
 Set the logging level for the Sametime WebPlayer and Softphone with the
LogFileLevel parameter and SoftphoneLogFileLevel 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
14

15. Webplayer issues
 Use the webplayer Installer if you are having issues installing via
browser.
– Go to the meetings home page and download using the “Install Now”
link towards the left
 Run the installer as Administrator
– Even if you have admin rights on the machine, you may need to
explicitly run the installer as administrator depending on how your
machine’s setup.
15

16. Agenda – Server side
• Setting up tracing
• What to send us for analysis
• Where to start?
• AV Scenarios
16

17. Troubleshooting Websphere based servers
• Setting tracing
• http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admi
n/trouble/trbl_setting_a_diagtrace.dita
• Recomended trace strings
• http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admi
n/trouble/trbl_recommended_trace_settings.dita?cp=SSKTXQ_9.0.0
%2F8-0-0-1-0
• Troubleshooting Sametime Servers
• http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admi
n/trouble/trbl_sametime_servers.dita
17

18. Troubleshooting WebSphere based servers
18

19. Troubleshooting WebSphere based servers
19

20. Troubleshooting WebSphere based servers
20

21. Troubleshooting WebSphere based servers
21

22. 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”
22

23. Where to start?
23

24. 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.telepho
ny.conferencing.spi.*=all:com.ibm.ws.sip.*=all:com.lotus.sametime.telephony.sipf
ocus.*=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!
24

25. The Right Trace on the Right Server
• Video Manager
• com.polycom.proximo.*=all
• SIP tracing Sometimes
• Video MCU
• Requires creating TCP Dump and enabling logs
• http://www.ibm.com/support/knowledgecenter/SSKTXQ_9.0.0/admi
n/trouble/trbl_vmcu_server.dita
25

26. The Right Trace on the Right Server
• TURN Server diagnostics
• Logging.properties in turn installation folder
• Trace levels are:
• FINE: Information logs as well as severe messages
• FINER: Information logs and all messages
• FINEST: ALL logs
• Be careful to monitor file sizes!
• Multiple NIC Deployments
• https://www.lotus.com/ldd/stwiki.nsf/dx/TURN_Server_single_node_deploy
ment
26

27. 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!
27

28. 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.
28

29. 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
• Sametime Proxy connectivity is key here
29

30. 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
30

31. 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
31

32. 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
• http://www.ibm.com/support/docview.wss?uid=swg21663243
• Continuous Presence issues?
• Check 'handled domains' in both proxy and registrar.xml files
• Gather Client, Proxy Registrar, Conference Focus and Video Manager
logs for analysis
32

33. SIP Response codes
 100 - 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
 500 - Server Internal Error
 503 – Service Unavailable
33

34. SIP Message Types
• 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
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35. Sametime Media Manager
35

36. Questions
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