FAQs and Troubleshooting
Contents
1. Possible Cause After NFS issues the file locking required for the Master Slave mechanism to function may not work properly resulting in both ActiveMQ nodes running as Master at the same time To be sure that you are experiencing this scenario run the following command on both AMQ nodes netstat an grep 8161 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 P26 OL 31540 02 _ Chapter 1 FAQs and Troubleshooting Message Queue FAQs and Troubleshooting W You should see one of the nodes have output like this tcp 0 O 8161 part LISTEN If you see this on both nodes you are running into this scenario Recommended Action Take this steps Step 1 Ensure that access to NFS is restored and NFS is healthy Step2 Stop both ActiveMQ services a Log in to one of the ActiveMQ nodes and run sudo service monit stop sudo service puppet stop sudo service activemq stop b Log in to the other ActiveMQ node and run sudo service monit stop sudo service puppet stop sudo service activemq stop Step3 Having stopped both ActiveMQ services log in to any ActiveMQ node and ensure that you do not see the following file mnt auto jms data kahadb lock e If you do not see the lock file proceed to the next step e If you see the lock file verify that ActiveMQ is truly stopped by taking these steps on each ActiveMQ node a Run ps ef grep activemq b Take note of the PID 5441 in the example below active2. hostnames by looking at the Health page and taking note of the Host column of each occurrence of the alert Log in to each of the affected nodes using user admin and execute this command sudo opt cisco bin integrity sh run check After running this command verify the messages log for this particular node in the Director logs to check for any errors resulting from the integrity check script The alerts from the Director s Health page should disappear in a few minutes Symptom Some nodes are inaccessible using SSH right after fresh installation Possible Cause The Unified Access Password did not propagate successfully to all nodes Recommended Action Reset your Unified Access Password using the Director Take these steps Sign in to the Director Go to System gt Configuration gt Unified Access Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 OL 31540 02 _ Chapter 1 FAQs and Troubleshooting Step 3 Step 4 Step 5 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Core Functionality FAQs and Troubleshooting W Check the box for each component for which to propagate the unified access password Make sure Grub is selected Enter your new Unified Password This can be your previous password or a new one Click Save Symptom The upgrade of the Message Queue nodes fails Possible Cause Puppet on the Message Queue nodes fails thus preventing the nodes from upgrading to the newer rel
3. inboundmail pool queue capacity 10 For inbound email outbound retry interval 5000 outbound max retry count 4 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 OL 31540 02 _ Chapter 1 FAQs and Troubleshooting Email Integration FAQs and Troubleshooting Mi e outbound instant initial pool size 2 e outbound instant max pool size 3 e outbound instant idle threads keepalive 10000 e outbound instant pool queue capacity 6 e outbound digest initial pool size 1 e outbound digest max pool size 1 e outbound digest idle threads keepalive 10000 e outbound digest pool queue capacity 2 Email Integration Troubleshooting This section provides the following troubleshooting information Symptom A reply created using Outlook OWA is added as first level comment in WebEx Social instead of as a reply Symptom Out of the Office auto replies to WebEx Social email notifications are added as content in WebEx Social Symptom updates Symptom Symptom Symptom Symptom A number of or all users did not receive their email digests summary of important Users receive multiple daily digests Users receive multiple weekly digests Inbound email does not appear as content in Cisco WebEx Social Some replies are saved as new posts containing the entire email thread as opposed to comments to the original content Symptom Symptom Symptom Users are not receiving any emails ge
4. Step 2 Step 3 Step 4 Aug 21 13 49 31 ds director ntpd 17795 time correction of 25374 seconds exceeds sanity limit 1000 set clock manually to the correct UTC time To correct significant time differences set the clocks manually using the date command see next bullet e Ifyou don t want to use an NTP server set the clocks manually using the date command Take these steps Log in as admin to the node whose clock you want to set Run date to check the current time This command will print both the date and the time After you have verified that the clock is indeed ahead or behind run this command to set it sudo date s DD MMM YYYY HH MM SS where DD MMM YYYY HH MM SS is the date followed by the time in 24 hour format FOr example if you want to set the clock to Apr 19 2012 11 14 00 pm type 19 APR 2012 11 14 00 Or if you need to only set the time sudo date T s HH MM SS where HH MM SS is the time in 24 hour format After you have synchronized the clocks on all nodes run sudo service puppet debug on all nodes that are showing ERROR on the Topology page Possible Cause There is a certificate mismatch between the node and the Director Recommended Action Take these steps to resolve the mismatch Run these commands on the Director node see Running Linux Commands on Nodes page 2 2 salt key d lt node FQDN gt gt service salt master restart puppetca clean lt node FQDN gt service puppetmaster restar
5. Search Troubleshooting This section provides the following troubleshooting information Symptom When I do a global or local search I get the Internal Server 500 error Symptom When I open My Library I get the An unexpected error occurred message Symptom The My View page is not displayed correctly Search does not give results The POST document in the Search administration console is missing Symptom When I do a global or local search I get the Internal Server 500 error Possible Cause The service is not operational Recommended Action Check if the master Search Store all slave Search Store nodes and the Index Store if enabled are operational These are actions you can take On Search Store nodes run this command as admin sudo service search status On the Index Store node run this command as admin sudo service searchcache status Check if Solr administration console on each of the above nodes is accessible see Accessing the Search Store Administration Console page 2 9 and Accessing the Index Store Administration Console page 2 9 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Pie E OL 31540 02 _ Chapter 1 FAQs and Troubleshooting Step 1 Step 2 Step 3 Step 4 Step 1 Search FAQs and Troubleshooting W Possible Cause Misconfiguration Recommended Action Check if the master Search Store all slave Search Store nodes and the Index Store if enabled are pro
6. Take these corrective steps First verify that the indexes are indeed corrupted Check solr out log in solr bin logs Indexes are most probably corrupt if the log file contains either of the following lucene error messages Non 200 statuses of HTTP requests I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting W Search FAQs and Troubleshooting Step 2 Step 3 Step 4 Step 1 Step 2 Step 3 Step 4 e Lock related error messages such as org apache solr common SolrException Lock obtain timed out SimpleFSLock Another symptom is to see a core or more missing in the Index Store administrator portal There should be a total of 5 cores linked as Admin post Admin video Admin social Admin follower and Admin autocomplete If any of those cores is missing chances are that it is corrupt and you should see 404 error messages in the Index Store logs for the missing core After you have identified the machine that stores the corrupt indexes log in to it as admin and stop solr e For Search Store machines sudo service search stop e For Index Store machines sudo service searchcache stop Delete data directories for all cores See Checking Where solr Indexes Reside page 2 3 to understand how to identify the data directories Restart solr e For Search Store machines run this command as admin sudo service se
7. UCM servers contains an IP address that does not correspond to a UCM server Recommended Action Sign in to Cisco WebEx Social as Administrator go to Account Settings gt Server gt Common Configurations gt WebDialer find the offending entry in the list of Registered UCM Clusters and correct or remove it Use the Cisco Call Plug in log on the user computer to identify the offending UCM entry OpenSocial FAQs and Troubleshooting e OpenSocial FAQs page 1 30 e OpenSocial Troubleshooting page 1 30 OpenSocial FAQs e Q Are external OAuth applications supported Q Are external OAuth applications supported A No OAuth applications that fetch data from external service providers such as Twitter Google and Yahoo are not yet supported OpenSocial Troubleshooting This section provides the following troubleshooting information e Symptom When adding a OpenSocial application the application title is displayed but the application content is not visible Symptom When adding a OpenSocial application the application title is displayed but the application content is not visible Possible Cause Unknown Recommended Action Refresh the browser window and the contents should appear Synthetic Monitoring FAQs and Troubleshooting e Synthetic Monitoring Troubleshooting page 1 30 Synthetic Monitoring Troubleshooting This section provides the following troubleshooting information Cisco WebEx Social Troubleshooting Gui
8. gt Chat and lower Session Priority to below 127 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 En OL 31540 02 Chapter1 FAQs and Troubleshooting Centralized Credentials Management Master Account FAQs and Troubleshooting Centralized Credentials Management Master Account FAQs and Troubleshooting e Centralized Credentials Management Master Account Troubleshooting page 1 35 Centralized Credentials Management Master Account Troubleshooting This section provides the following troubleshooting information e Symptom Master Account does not accept valid usernames and passwords Symptom Master Account does not accept valid usernames and passwords Possible Cause LDAP authentication is set to use email addresses as usernames The Master Account feature only supports screen name as username Recommended Action Sign in to Cisco WebEx Social as Administrator select Account Settings from your profile menu go to Portal gt Settings gt Authentication gt General gt How do users authenticate and change the setting to By screen name Session Centralization FAQs and Troubleshooting e Session Centralization FAQs page 1 35 Session Centralization FAQs Step 1 Step 2 Step 3 Step 4 Step 5 e Q How do I check on which memcached node a user session is stored e Q How do I find the current session count from memcached e Q How do I reset the session count Q How do I ch
9. this means that the session is stored on this memcached e Ifyou simply get END returned instead that means that the session is not stored on memcached at all Type quit to exit the telnet session to memcached Q How do I find the current session count from memcached A Complete these steps Find the user ID by signing in as the user and going to Account Settings The very first number on the details page is the user ID 15379119 for example Sign in to the Director user interface and go to the System gt Topology page Find the hostnames of all Cache nodes Telnet to each Cache node telnet lt memcached server host gt 11211 In each telnet session run this command get lt user id gt where user id is the user ID that you identified earlier Examine the output e If you see an output it contans a comma separated list of all the session IDs created by the user Count them up to find the current session count e If you don t get an output try with he next Cache node To close the telnet session type quit Q How do I reset the session count A In rare cases such as when the user computer crashes the session count in memcached may not be properly cleaned up preventing the user from signing in to Cisco WebEx Social To reset a user s session count to allow them to sign in complete these steps Find the user ID by signing in as the user and going to Account Settings The very first number on the details page i
10. NumDigits 10 DigitsToRemove 3 PrefixWith 8 gt lt DialRule BeginsWith 408526 NumDigits 10 DigitsToRemove 3 PrefixWith 8 gt e DirLookupDialRules Contains rules that are applied to a number in case of directory look ups such as reverse look ups during an incoming call You can download the file for troubleshooting purposes by going to this URL http lt CUCM_Server gt 6970 CUPC DirLookupDialRules xml Example lt DialRule BeginsWith 22101 NumDigits 10 DigitsToRemove 1 PrefixWith 2 gt lt DialRule BeginsWith 902 NumDigits 7 DigitsToRemove 0 PrefixWith 1408 gt lt DialRule BeginsWith 8256 NumDigits 8 DigitsToRemove 1 PrefixWith 1206 gt lt DialRule BeginsWith 8525 NumDigits 8 DigitsToRemove 1 PrefixWith 1408 gt Q How do I remove a whitelisted domain user selected Always Allow in the Cisco Call Plug in security dialog box A The preference to always allow a domain is stored on the user computer To remove a whitelisted domain e On Windows Delete the registry entry for the domain at HKCU Software Cisco Systems Inc Web Communicator AlwaysAllow domain name Where domain name is the name of the whitelisted domain e On Mac OS X Delete the entry for the domain associated with com cisco CiscoWebCommunicator from the Mac OS X user defaults system Video Calls Troubleshooting This section provides the following troubleshooting information e Symptom I choose
11. SSL Termination FAQs and Troubleshooting SSL Termination FAQs page 1 33 SSL Termination Troubleshooting page 1 34 SSL Termination FAQs Q How do I check if an App Server node is SSL HTTS enabled Q Where is the security certificate located How do I check if an App Server node is SSL HTTS enabled The simplest way to see if an App Server node has the certificate is simply to open the Cisco WebEx Social sign in page Major web browsers display a padlock icon in the Address bar if the connection is SSL encrypted By clicking the padlock icon you can view details about the system s certificate Where is the security certificate located The SSL HTTPS certificate and private key are uploaded using the Director which pushes them to the following locations on your App Server nodes e SSL HTTPS Certificate etc pki tls certs localhost crt e SSL HTTPS Private key etc pki tls private localhost key I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting HI ChatFAQs and Troubleshooting SSL Termination Troubleshooting This section provides the following troubleshooting information e Symptom SSL sessions cannot be open to one or more App Server nodes Symptom SSL sessions cannot be open to one or more App Server nodes Possible Cause The SSL termination settings on the Director Application gt Security gt Cluster Security are not appli
12. Server through WebDAV Symptom Domino users who connect through SSL cannot connect after upgrading WebEx Social Symptom LDAP user cannot connect to Microsoft Exchange Server through WebDAV Possible Cause Only if Use LDAP Directory Synchronization is checked in the Calendar Configuration under Server gt Common Configurations The user email address has been changed Because WebEx Social uses the prefix of the email address to construct the WebDAV URL the user can be prevented from connecting to Microsoft Exchange Recommended Action Ask the user to complete these steps Open your profile menu and click Account Settings Click Calendar and WebEx login Under Microsoft Exchange change the Server URL as follows 1 Identify your email prefix in the URL It is the ending part starting right after the last forward slash For example if your URL is http dev example com Exchange emma jones emma jones is your email prefix Replace your previous email prefix with your new email prefix For example if your email prefix has been changed from emma jones to ejones your URL should look like this http dev example com Exchange ejones Click Test The connection should succeed Symptom Domino users who connect through SSL cannot connect after upgrading WebEx Social Possible Cause The IBM Lotus Domino SSL security certificate has been invalidated by WebEx Social Recommended Action Reimport the SSL security cer
13. any processing of the rest of the code in the jsp file has been halted Example follows SLAB wait error caught SyntaxError missing before statement Recommended Action Try reloading the page if the problem persists try loading the page with another web browser Streams FAQs and Troubleshooting e Streams Troubleshooting page 1 29 Streams Troubleshooting This section provides the following troubleshooting information e Symptom Connection Manager crashes with an out of memory exception Symptom Connection Manager crashes with an out of memory exception Possible Cause Increase the maximum memory allocated for JVM UC Integrations FAQs and Troubleshooting e UC Integrations Troubleshooting page 1 29 UC Integrations Troubleshooting This section provides the following troubleshooting information e Symptom These errors appear when the user tries to switch the Cisco Call Plug in from computer audio to desktop phone mode cwic eUnknownFailure cwic Login Error and cwic unregisterPhone Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EEN Chapter1 FAQs and Troubleshooting HI OpenSocial FAQs and Troubleshooting Symptom These errors appear when the user tries to switch the Cisco Call Plug in from computer audio to desktop phone mode cwic eUnknownFailure cwic Login Error and cwic unregisterPhone Possible Cause The list of Unified Communications Manager
14. to send my video but the remote device does not display it Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 iis OL 31540 02 Chapter1 FAQs and Troubleshooting Video Calls FAQs and Troubleshooting W Symptom Video originating from WebEx Social does not utilize the entire screen on some hardware communication devices Symptom Error appears when the WebEx Social Call Plug in is trying to load The Call Plug in loaded successfully but there was a problem registering your phone Symptom Call cannot be placed with the Cisco WebEx Social Call Plug in Symptom I choose to send my video but the remote device does not display it Possible Cause A network Internet security software on your computer is blocking the outbound connection Recommended Action The security software may or may not notify you of blocked connections In both cases the solution is to whitelist the WebEx Social Call Plug in in your security software Symptom Video originating from WebEx Social does not utilize the entire screen on some hardware communication devices Possible Cause The device does not have RTCP enabled RTCP allows devices connected to CUCM to negotiate the best possible video resolution between endpoints The option is enabled on the WebEx Social Call Plug in by default Recommended Action In your Cisco Unified Communications Manager ensure RTC is enabled for any devices that receives video from WebEx Social Sym
15. 2 Jun 2012 16 12 55 207 0700 ERROR 0x107dd0000 csf ecc api fetchDeviceConfig could not obtain config for ecpapkshirs I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting W Search FAQs and Troubleshooting 22 Jun 2012 16 12 55 207 0700 INFO 0x107dd0000 csf ecc api getLastTFTPServerUsed 22 Jun 2012 16 12 55 207 0700 INFO 0x107dd0000 csf ecc api getLastCCMCIPServerUsed 22 Jun 2012 16 12 55 207 0700 INFO 0x107dd0000 csf ecc api connect eSoftPhone ecpapkshirs 22 Jun 2012 16 12 55 207 0700 ERROR 0x107dd0000 csf ecc doConnect failed No local IP address set eNoLocalIpConfigured The Call Plug in only supports unsecured devices If the CUCM device is configured otherwise this may prevent the Call Plug in from downloading the device configuration file Recommended Action Check if there is network connectivity between the Call Plug in and the CUCM Also check if the device configuration file contains this line lt capfAuthMode gt 0 lt capfAuthMode gt If the value is different than 0 then the device in CUCM has been set up as secured which is not supported by the Call Plug in To remedy this change Device gt Phone gt lt username gt gt Certification Authority Proxy Function CAPF Information gt Certificate Operation to No Pending Operation Search FAQs and Troubleshooting Search Troubleshooting page 1 16
16. CHAPTER 1 FAQs and Troubleshooting This chapter provides FAQs and troubleshooting hints for various Cisco WebEx Social components This chapter is organized as follows e Installation and Upgrade FAQs and Troubleshooting page 1 2 e Core Functionality FAQs and Troubleshooting page 1 3 e Email Integration FAQs and Troubleshooting page 1 4 e Email and Office Plug in FAQs and Troubleshooting page 1 11 e Calendar FAQs and Troubleshooting page 1 11 e Video Calls FAQs and Troubleshooting page 1 13 e Search FAQs and Troubleshooting page 1 16 e Health and Performance Monitoring FAQs and Troubleshooting page 1 19 e Logs FAQs and Troubleshooting page 1 20 e Director FAQs and Troubleshooting page 1 22 e Worker FAQs and Troubleshooting page 1 25 e Message Queue FAQs and Troubleshooting page 1 25 e My Library FAQs and Troubleshooting page 1 28 e Streams FAQs and Troubleshooting page 1 29 e UC Integrations FAQs and Troubleshooting page 1 29 e OpenSocial FAQs and Troubleshooting page 1 30 e Synthetic Monitoring FAQs and Troubleshooting page 1 30 e Using Jabber with Cisco WebEx Social FAQs and Troubleshooting page 1 31 e Using Sametime with Cisco WebEx Social FAQs and Troubleshooting page 1 32 e SSL Termination FAQs and Troubleshooting page 1 33 e Chat FAQs and Troubleshooting page 1 34 e Centralized Credentials Management Master Account FAQs and Troubleshooting page 1 35 e Session Centralization FAQs and Troublesho
17. ail replaces the existing Visual Voicemail keystore UI OpenSocial Show and Share integration when connecting over SSL and SharePoint integration when connecting over SSL Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 P22 OL 31540 02 Chapter1 FAQs and Troubleshooting Director FAQs and Troubleshooting Ml Director Troubleshooting This section provides the following troubleshooting information e Symptom have uploaded a new security certificate using Application gt Security but it does not seem to be taking effect e Symptom After adding a node to the Topology page and deploying that node the node displays ERROR under Version Info Last config update ERROR Symptom I have uploaded a new security certificate using Application gt Security but it does not seem to be taking effect Possible Cause Puppet did not restart the nodes that the certificates were pushed to Recommended Action Manually restart all App Server and Worker nodes You can also check if the certificate files have been copied correctly to their respective locations as follows e On the Director the keystore truststore certificates are staged in the opt cisco software puppet data static local directory with these filenames Cisco WebEx Meetings keystore webex sso jks CIsco WebEx IM keystore webex im sso jks Truststore cacerts e On App Server nodes the locations are as follows Cisco WebEx Meetings keystor
18. arch start e For Index Store machines run this command as admin sudo service searchcache start Symptom When I open My Library I get the An unexpected error occurred message Possible Cause For possible causes and recommended actions see Symptom When I doa global or local search I get the Internal Server 500 error page 1 16 and take all steps related to Index Store Symptom The My View page is not displayed correctly Search does not give results The POST document in the Search administration console is missing Possible Cause All these symptoms appear when the Index Store has run out of disk space Recommended Action To resolve the issue take these steps Follow the instructions in your ESXi documentation to increase the disk size of the Index Store virtual machine After increasing the disk size log in to the Index Store node as admin and then select Drop to Shell Delete the contents of opt cisco searchcache multicore post data index rm opt cisco searchcache multicore post data index Do full search reindexing a Sign in to an App Server node as an administrator b Click the down arrow to the right of your name in the Global Navigation bar c Select Account Settings from the drop down menu d Go to Serve gt Server Administration gt Resources Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 iis E OL 31540 02 Chapter1 FAQs and Troubleshooting Health and Performan
19. ause Worker nodes do not have the Show and Share SNS security certificates installed Because email notifications are generated on the Worker role all Worker nodes should have access to the Show and Share server to be able to access video thumbnail and URL data Recommended Action Ensure that you have installed the SNS security certificates on all App Server and Worker nodes For installing the certificates on App Server nodes see Cisco Show And Share in the Cisco WebEx Social Administration Guide To install the certificates on Worker nodes complete the following steps on each Worker node Using your preferred method copy the SNS certificate PEM file to the home admin directory on the Worker node Log in to the Worker node as admin and select Drop to shell Run this command cd usr java default lib security Import the PEM certificate file into the Java keystore by typing the following command sudo bin keytool import keystore cacerts alias lt certificate alias gt file home admin lt certificate filename gt where certificate alias is an arbitrary name such as the SNS server hostname certificate filename is the name of the PEM file containing the certificate When prompted enter the keystore password changeit Restart the Worker service service worker restart Symptom Email notifications about alerts and announcements stop sending out Possible Cause This issue may appear after the Worker node is restarte
20. ause the same logging to show in the normal App Server application logs Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 P20 OL 31540 02 Chapter1 FAQs and Troubleshooting Logs FAQs and Troubleshooting W Q What message categories are defined in the security and auditing log A The following categories are defined e security auth Authentication events related to signing in signing out and so on e security authentication Authentication events related to signing in signing out and so on e security authorization Authorization events such as creating a Post sharing a Post with a user editing a Post and so on e security admin Changes to administrative screens such as those on the control panel as well as configuration changes to control panels of applications for example External Document Repository Community Calendar and so on e security threat Log messages from AntiSamy post security HTML sanitizer CSRF mismatch token violations and so on e security policy Reserved for future use Q What is the message format used in the security and auditing log A The basic security event logging format is shown below Some of the fields may be empty if they are not applicable to that event Date time Date and time the message was logged Host Originating host Process Name quad Log Level Is always INFO Category What type of security event this is See Q What message categories ar
21. ce Monitoring FAQs and Troubleshooting W e Click the Use Faster Multi threaded approach box next to Reindex all search indexes f Click the Execute button that appears next to the Reindex all search indexes action Health and Performance Monitoring FAQs and Troubleshooting e Health and Performance Monitoring Troubleshooting page 1 19 Health and Performance Monitoring Troubleshooting This section provides the following troubleshooting information e Symptom restarted monit but monitoring does not seem to be working for that node e Symptom Ido not receive health data for a node e Symptom This error appears for some nodes CRITICAL STATUS integrity status failed 1 for var monit check_integrity sh Symptom I restarted monit but monitoring does not seem to be working for that node Possible Cause The initialization of monit has not completed Recommended Action Wait for the initialization delay of monit about 2 minutes Symptom I do not receive health data for a node Possible Cause If a node is marked as Disabled in the Topology page on the Director monit does not perform checks on that node Recommended Action Enable the node Symptom This error appears for some nodes CRITICAL STATUS integrity status failed 1 for var monit check_integrity sh Possible Cause This error is known to sometimes appear on new deployments on the Director s Health page It may appear multiple times for multiple hosts an
22. changed the Daily Digest Notification Time after the daily digest has been sent out for the day Recommended Action If you want to avoid duplicate daily digests when changing Daily Digest Notification Time to an earlier time ensure you make the change before the original time comes for the day Possible Cause The user has recently changed their time zone If the new time zone has not been notified yet the affected user receives a second report Recommended Action Keeping the time zone setting should allow the user to receive future daily reports on schedule Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 OL 31540 02 _ Chapter 1 FAQs and Troubleshooting Email Integration FAQs and Troubleshooting W Symptom Users receive multiple weekly digests Possible Cause The Administrator has changed the Weekly Digest Notification Date forward after the weekly digest has been sent out for the week Recommended Action If you want to avoid duplicate weekly digests ensure you make the change to Weekly Digest Notification Date before the original time comes for the week Symptom Inbound email does not appear as content in Cisco WebEx Social Possible Cause The Worker node is restarting or has just been restarted Recommended Action Wait for about 10 minutes After that the emails that have been sent should appear as content Symptom Some replies are saved as new posts containing the entire email thread as
23. d Alerts and announcements are then held in pending state because the main alerts announcements job has entered an ERROR state Recommended Action Take the following steps to restore the notifications Note Step 1 Step 2 Step 3 The following steps are only to be taken by or under the supervision of Cisco Advanced Services Log in to Oracle Check in what state the triggers are by executing this Oracle statement select count from worker_triggers wt where wt trigger_state ERROR If you receive more that 0 out of this step then execute the following statement to bring the triggers back to operational state update worker_triggers wt Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 OL 31540 02 Chapter1 FAQs and Troubleshooting Email and Office Plug in FAQs and Troubleshooting Ml set wt trigger_state WAITING where wt strigger_state ERROR Email and Office Plug in FAQs and Troubleshooting Email and Office Plug in FAQs page 1 11 Email and Office Plug in FAQs Q Does the Cisco WebEx Social Email Plug in log information on the user computer Q Does the Cisco WebEx Social Email Plug in log information on the user computer A Yes These are the log file locations depending on the email client e Microsoft Outlook on Windows 7 7 USERPROFILE AppData Local Cisco WebEx Social Email Plugin WebexSocialPluginLog txt e Microsoft Outlook on Win
24. d is caused by a pair of missing directories misc and net part of the autofs package as evidenced by these log messages in the messages log Mar 21 12 49 26 ce2appl integrity sh S 5 T opt cisco quad_synthetic MonitorTest py Mar 21 12 49 26 ce2appl integrity sh missing misc Mar 21 12 49 26 ce2appl integrity sh missing net Mar 21 12 49 26 ce2appl integrity sh FAIL 69 52s Verifying RPM packages gt 3 package verification errors Mar 21 12 49 26 ce2appl integrity sh Total time elapsed 82 72s Mar 21 12 49 26 ce2appl integrity sh Total Tests Performed 18 Mar 21 12 49 26 ce2appl integrity sh Tests Passed 17 Mar 21 12 49 26 ce2appl integrity sh Tests Failed 1 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EIN Chapter1 FAQs and Troubleshooting Hs Logs FAQs and Troubleshooting Mar 21 12 49 26 ce2appl integrity sh Compliance Rating 94 Recommended Action Reinstall the autofs package on the affected nodes Take these steps Step 1 Find the affected nodes hostnames by looking at the Health page and taking note of the Host column of each occurrence of the error Step2 Log in to each of the affected nodes using user admin and execute this command sudo yum reinstall autofs Step3 On each of the affected nodes manually run the integrity script to verify that the error does not appear anymore sudo var monit check_integrity sh Logs FAQs and Trouble
25. de Release 3 4 2 and 3 4 2 SR1 P30 OL 31540 02 Chapter1 FAQs and Troubleshooting Using Jabber with Cisco WebEx Social FAQs and Troubleshooting W e Symptom Posts created manually using the ciscosyntheticmonitoruser are not removed e Symptom Synthetic monitoring reports Search Created Post Not Found or similar search related failure e Symptom Invalid authentication error appears in the App Server log and the Director s Health page Symptom Posts created manually using the ciscosyntheticmonitoruser are not removed Possible Cause The Cisco WebEx Social indexes were not updated properly Recommended Action Sign in to Cisco WebEx Social using the ciscosyntheticmonitoruser user go to My Library and delete the posts manually Symptom Synthetic monitoring reports Search Created Post Not Found or similar search related failure Possible Cause The value of the batch manager fetch interval secs advanced portal property exceeds 600 10 min Recommended Action Lower the value of batch manager fetch interval secs to below 600 The recommended value is 300 5 min Possible Cause An App Server node is running LDAP synchronization with a large LDAP database In this case you see a corresponding alarm in the Director s Health page Recommended Action Wait for a few hours and the error should stop appearing If it does not then there is probably a different possible cause Symptom Invalid authentication err
26. dows XP USERPROFILE Local Settings Application Data Cisco WebEx Social Email Plugin WebExSocialPluginLog txt e IBM Lotus Notes 7 USERPROFILE AppData Local Lotus Notes Data quadlogs Calendar FAQs and Troubleshooting Calendar FAQs Calendar FAQs page 1 11 Calendar Troubleshooting page 1 12 Q Can I switch a user from Microsoft Exchange to Lotus Domino or vice versa Q In what time zone are the calendar events displayed Can I switch a user from Microsoft Exchange to Lotus Domino or vice versa The described is not possible in the current release After the user account has been configured to connect to a certain type of calendar server it cannot be changed In Account Settings the user continues to see the same type of calendar server even if the administrator changes the type for the organization in Control Panel In what time zone are the calendar events displayed The Calendar application displays events in the time zone of the browser Server side all dates are accepted and returned in UTC Date transformation to user time is performed in the browser I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting HE Calendar FAQs and Troubleshooting Calendar Troubleshooting Step 1 Step 2 Step 3 Step 4 This section provides the following troubleshooting information Symptom LDAP user cannot connect to Microsoft Exchange
27. e opt cisco pki webex sso jks Cisco WebEx IM keystore opt cisco pki webex im sso jks Truststore usr java latest lib security cacerts Symptom After adding a node to the Topology page and deploying that node the node displays ERROR under Version Info Last config update ERROR Possible Cause The last Puppet run has failed Recommended Action Log in to the node in question as admin and run the following command before you refresh the note statuses by clicking Refresh All on the Topology page sudo service puppet debug If this command doesn t bring the status to normal try the remaining Recommended Actions Possible Cause There is a significant time difference between the Director s clock and other nodes clocks Recommended Action Synchronize the clocks on all nodes preferably to a central NTP server Do the following e Ifyou have an NTP server and would like to synchronize date and time to it configure the NTP server IP address using the Director UI See the Cisco WebEx Social Administration Guide for details If you have done that and the clocks are not yet synchronized the reason might be that the time difference was too great for NTP to equalize which will be reflected in the logs in the following fashion Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EEN Chapter1 FAQs and Troubleshooting HI Director FAQs and Troubleshooting Step 1 Step 2 Step 3 Step 1
28. e defined in the security and auditing log Thread Name What thread within Tomcat did the event originate in Principal User account this message pertains to Source Where the message comes from for example the IP address of the system performing the action Component What area is affected Action What type of action is taking place on the resource Resource What is being affected for example Post Message Boards Status Success or Failure Reason Additional information Q I see a particular log for one day but not another Why is this A Log files does not get created unless that log was written to Q I want to check a log file for a past date but the directory for that date seems to have disappeared A To prevent the disk space from filling up the oldest log directories are deleted when the opt partition on the Director exceeds 85 disk usage Q I see log files dating back six months or more Are they not taking free disk space Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EEN Chapter1 FAQs and Troubleshooting HI Director FAQs and Troubleshooting A To prevent the disk space from filling up the oldest log directories are deleted when the opt partition on the Director exceeds 85 disk usage Logs are not deleted before that regardless of their age Logs Troubleshooting Symptom I used Apply All or Reset All to modify the log trace levels of all App Server and Wor
29. ease Indication that the problem has occurred is if the Director s Topology page displays the preceding release number for the Message Queue nodes Another indication is having the following error appear in the HOSTNAME_puppet log on the Message Queue node err Could not retrieve catalog from remote server Error 400 on SERVER Invalid parameter provider at opt cisco software puppet manifests classes rabbitmq pp 85 on node mql example com Recommended Action Use SSH to log in to the Director as admin Select Drop to shell from the menu Execute the command sudo service puppetmaster restart Use SSH to log in to each Message Queue node as admin Select Drop to shell from the menu Execute the command sudo service puppet debug Core Functionality FAQs and Troubleshooting e Core Functionality FAQs page 1 3 e Core Functionality Troubleshooting page 1 4 Core Functionality FAQs e Q Why does the resulting LAR file not contain posts when I am exporting a community Q Why does the resulting LAR file not contain posts when I am exporting a community A A post always belongs to a user Communities are only related to a post through a share connection That is why no posts are exported to the LAR file when exporting a community For a list of what is exported see the checked boxes on the Export page I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshootin
30. eck on which memcached node a user session is stored A Complete these steps Using the user s browser find the cookie named JSESSIONID tied to your Cisco WebEx Social site name and look at its content which contains a SessionID In the SessionID find the memcached server ID The SessionID format is as follows lt alphanumeric number gt lt memcached server id gt lt cisco webex social node gt jvm where memcached server id is nl n2 and so on Go to a App Server node and open Tomcat s configuration file opt cisco quad tomcat conf Catalina localhost ROOT xml Search for MemcachedBackupSessionManager to find the session centralization configuration section In this section find the memcachedNodes parameter I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting W Session Centralization FAQs and Troubleshooting Step 6 Step 7 Step 8 Step 9 Step 10 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 1 Use the memcachedNodes parameter to identify the IP address or hostname of the memcached server id you found earlier nl n2 and so on Telnet to the identified host on port 11211 telnet lt memcached server host gt 11211 You see a blank prompt Type this command get lt session id gt where session id is the value of the JSESSIONID cookie Examine the output e If you get encoded data back from this command
31. ed to all App Server nodes Recommended Action Log in to each App Server node as admin and run this command sudo service puppet debug Running this command normally corrects the problem If it does not it outputs information that can help you understand the reason for the failure Possible Cause The security certificates you uploaded using the Director Application gt Security gt HTTPS SSL were not propagated to all App Server nodes or the quad service was not restarted Recommended Action Log in to each App Server node as admin and run this command sudo service puppet debug If this does not help manually restart the quad service on each App Server node Run this command sudo service quad restart Chat FAQs and Troubleshooting e Chat Troubleshooting page 1 34 Chat Troubleshooting This section provides the following troubleshooting information e Symptom A user cannot change their availability using Cisco Jabber after setting it in Cisco WebEx Social Symptom A user cannot change their availability using Cisco Jabber after setting it in Cisco WebEx Social Possible Cause This may happen when the WebEx IM option has been selected as Chat server and the session priority in the Cisco WebEx Social chat server settings has been set higher than or equal to Cisco Jabber s default session priority value 127 as of this writing Recommended Action As administrator go to Account Settings gt Server gt Common Configurations
32. g W Email Integration FAQs and Troubleshooting Core Functionality Troubleshooting This section provides the following troubleshooting information e Symptom File attached to an update is not visible in full page view e Symptom Community creation pauses indefinitely Symptom File attached to an update is not visible in full page view Possible Cause This issue can appear when you have your browser idle in Cisco WebEx Social for a long period for example gt 8 hours More specifically these conditions must have all been true e The Cisco Social session timeout has been increased in Web xml to more than the default 8 hours e The attachment clean up interval parameter com cisco ecp vdl attachment cleanup job interval has not been changed e The update has been posted after waiting on the compose screen for a significant amount of time more than com cisco ecp vdl attachment cleanup job interval Recommended Action To prevent this issue from appearing again sign in to the Director go to Application gt Portal gt Advanced Portal Properties and search for com cisco ecp vdl attachment cleanup job interval Set its value to be one hour longer than the session timeout Note that the com cisco ecp vdl attachment cleanup job interval is in minutes while the session timeout is in hours Symptom Community creation pauses indefinitely Possible Cause This issue may be due to you NFS storage being unreachable Recommended Ac
33. hapter1 FAQs and Troubleshooting HZ Video Calls FAQs and Troubleshooting A Appending isDebug true at the end of the URL in your browser allows you to view detailed operational information about the WebEx Social Call Plug in in tools such as FireBug Q What is the device configuration file and how do I download it A The device configuration file is an XML file that is downloaded from the Cisco Unified Communications Manager CUCM by the Cisco WebEx Social Call Plug in over TFTP You can download is for troubleshooting purposes by pointing your browser to this URL http lt CUCM_ Server gt 6970169 ecp lt user screen name gt cnf xml where CUCM server is the IP address of FQDN of your CUCM Q What are the dial rules files and how do I download them for troubleshooting purposes A The Cisco WebEx Social Call Plug in downloads two additional files from the CUCM server that contain dialing rules These are e AppDialRules Contains the rules that the plug in applies to any phone number before making a call so that the outgoing call could have a correct and complete phone number You can download the file for troubleshooting purposes by going to this URL http lt CUCM_Server gt 6970 CUPC AppDialRules xml Example lt DialRule BeginsWith 408902 NumDigits 10 DigitsToRemove 2 PrefixWith gt lt DialRule BeginsWith 1408902 NumDigits 11 DigitsToRemove 3 PrefixWith gt lt DialRule BeginsWith 408525
34. in version is available on WebEx Social Open the following URL http lt WS base url gt plugin cwc CWICPlugin Version where lt WS base url gt is the URL you use to access WebEx Social Why does the video always appear on top hiding other WebEx Social elements With the intention to provide the best possible video experience to users WebEx Social tries to use hardware acceleration when available Because of that most other HTML elements cannot be placed on top of the video frame Some web browsers may behave differently than others Does the WebEx Social Call Plug in log information during installation If you face problems when installing or uninstalling the WebEx Social Call Plug in locate the installation log under Windows 7 7 USERPROFILE A ppData Local Temp WebCommunicator LOG Windows XP 7 USERPROFILE Local Settings Temp WebCommunicator LOG Mac OSX private var log install log Does the WebEx Social Call Plug in log information during operation If you suspect the WebEx Social Call Plug in is not operating correctly locate the operation log under Windows 7 7 USERPROFILE A ppData Local softphone log Windows XP 7 USERPROFILE Local Settings Application Data softphone log Mac OSX Users USER Library Application Support softphone log How do I enable JavaScript logging for the Call Pug in I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 C
35. itMQ e Symptom I removed a node from a cluster and now rabbitmg is not functioning correctly e Symptom RabbitMQ fails to start and shows this error ERROR failed to load application wou amgqp_client no such file or directory amqp_client app e Symptom Ona fresh install RabbitMQ fails to start with the following error the RabbitMQ logs Can t set short node name nPlease check your configuration n e Symptom Both ActiveMQ nodes appear to be running as Master Symptom Executing service rabbitmq server stop doesn t seem to stop RabbitMQ Possible Cause The described case is a known defect Recommended Action Try executing sudo killall u rabbitmq as admin Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EEN Chapter1 FAQs and Troubleshooting WE Message Queue FAQs and Troubleshooting Symptom I removed a node from a cluster and now rabbitmg is not functioning correctly Possible Cause The described case is a known defect Recommended Action As admin stop rabbitmq on the remaining cluster nodes then execute rm rf opt cisco rabbitmg data and finally restart rabbitmq on all nodes Symptom RabbitMQ fails to start and shows this error ERROR failed to load application amqp_client no such file or directory amqp_client app Possible Cause A RabbitMQ plug in has frozen Recommended Action Run the following commands as admin to reset the amqp_clie
36. ker nodes but the changes does not seem to propagate to all nodes of those types Possible Cause Possible reasons include e The RabbitMQ service is down or not accessible from the App Server node e The Oracle database is locked or not accessible e portal log4j xml or portal log4j ext xml is corrupted Director FAQs and Troubleshooting e Director FAQs page 1 22 e Director Troubleshooting page 1 23 Director FAQs e Q Enable Disable buttons are missing for some roles on the Topology page e Q What is Certificate Management Q Enable Disable buttons are missing for some roles on the Topology page A Starting from release 3 0 you do not have the option to Enable Disable most roles Only the App Server Worker and Cache roles have Enable Disable buttons Q What is Certificate Management A Certificate Management is a feature of the Director UI whose main function is to help streamline the management and deployment of various certificates and keys used throughout Cisco WebEx Social from one centralized UI Additionally because the uploaded keystores certificates are persisted as part of the Director DB they are preserved during backup and restores In the current version the following functional areas are managed by Certificate Management e WebEx Meetings SSO keystore management e WebEx Instant Messaging keystore management e Certificate Authority Trust Certificate management including LDAPS LDAP over SSL Visual Voicem
37. le opt cisco activemq bin linux x86 64 ActiveMQ pid wrapper daemonize TRUE wrapper lockfile var lock subsys ActiveMQ activemq 5443 5441 0 Nov30 00 29 01 java Dactivemq home Dactivemq base Djavax net ssl keyStorePassword password Djavax net ssl trustStorePassword password Djavax net ssl keyStore conf broker ks Djavax net ssl trustStore conf broker ts Dcom sun management jmxremote Dorg apache activemq UseDedicatedTaskRunner true Dderby storage fileSyncTransactionLog true Dcom sun management jmxremote port 8002 Dcom sun management jmxremote authenticate false Dcom sun management jmxremote ssl false Dcom cisco ecp Role Messaging XX HeapDumpOnOutOfMemoryError XX HeapDumpPath opt cisco activemq XX ErrorFile opt cisco activemg diagnostic info quadjms crash txt XX OnOutOfMemoryError bin quadjms_diagnostics sh XX OnError bin quadjms_diagnostics sh Xms128m Xmx4096m Djava library path bin linux x86 64 classpath bin wrapper jar bin run jar Dwrapper key apcwlYMEtZ4ACu7S Dwrapper port 32000 Dwrapper jvm port min 31000 Dwrapper jvm port max 31999 Dwrapper pid 5441 Dwrapper version 3 2 3 Dwrapper native_library wrapper Dwrapper service TRUE Dwrapper cpu timeout 10 Dwrapper jvmid 1 org tanukisoftware wrapper WrapperSimpleApp org apache activemq console Main start root 26063 10937 0 00 25 pts 0 00 00 00 grep activemq Step6 After you see the above o
38. may be skipped when creating digests Recommended Action Wait for worker digestscheduler mainJobRepeatInterval to run out 30 min if left at its default then the digests should start arriving on schedule Possible Cause The user has requested a daily digest and you have set worker digestscheduler mainJobRepeatInterval to a large value that makes the next run of the Digest Scheduler to fall into the next day Recommended Action When you are setting the worker digestscheduler mainJobRepeatInterval parameter take the Daily Digest Notification Time value Director gt Application gt Portal gt Email Digest in consideration Set worker digestscheduler mainJobRepeatInterval to a value that allows the Digest Scheduler to run at least once in the time frame between Daily Digest Notification Time and the end of the day gt For example if you have set Daily Digest Notification Time to 23 00 11 pm that leaves the Digest Scheduler only 1 hour to start and complete its run ensure this by setting worker digestscheduler mainJobRepeatInterval to less than an hour Possible Cause The user has recently changed their time zone If the new time zone has already been notified the affected user does not receive their daily report Recommended Action Keeping the time zone setting should allow the user to receive future daily reports on schedule Symptom Users receive multiple daily digests Possible Cause The Administrator has
39. mq 5441 1 0 Nov30 00 00 15 opt cisco activemg bin 1linux x86 64 wrapper opt cisco activemg bin linux x86 64 wrapper conf wrapper syslog ident ActiveMQ wrapper pidfile opt cisco activemg bin linux x86 64 ActiveMQ pid wrapper daemonize TRUE wrapper lockfile var lock subsys ActiveMQ org tanukisoftware wrapper WrapperSimpleApp org apache activemq console Main start root 26063 10937 0 00 25 pts 0 00 00 00 grep activemq c Run sudo kill PID where PID is the number you took note of in the previous step d Run ps ef grep activemg again The output should be similar to the following root 26063 10937 0 00 25 pts O 00 00 00 grep activemq Step4 Start ActiveMQ on just one of the nodes by running the following command on that node sudo service activemq start Step5 Wait 2 5 minutes then rerun the netstat command netstat an grep 8161 e If you see the same output as above continue with the next step tcp 0 O 8161 ssi ki LISTEN OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting WE MyLibrary FAQs and Troubleshooting e If not then periodically check if the ActiveMQ process has started by running ps ef grep activemq The expected output should be similar to the following activemq 5441 1 0 Nov30 00 00 15 opt cisco activemq bin linux x86 64 wrapper opt cisco activemq bin linux x86 64 wrapper conf wrapper syslog ident ActiveMQ wrapper pidfi
40. nerated by Cisco WebEx Social Video thumbnails do not display in email notifications Email notifications about alerts and announcements stop sending out Symptom A reply created using Outlook OWA is added as first level comment in WebEx Social instead of as a reply Possible Cause Your organization is using Microsoft Exchange Server 2003 without the KB908027 fix applied Recommended Action Apply the fix or upgrade to the latest version of Microsoft Exchange Server 2003 For more information see http support microsoft com kb 908027 I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting W Email Integration FAQs and Troubleshooting Symptom Out of the Office auto replies to WebEx Social email notifications are added as content in WebEx Social Possible Cause The user account sending the Out of Office message is hosted on Microsoft Exchange Server 2003 Recommended Action Mail accounts running on later versions of Microsoft Exchange Server or IBM Lotus Domino should not run into this issue Symptom A number of or all users did not receive their email digests summary of important updates Possible Cause You have recently increased or decreased worker digestscheduler mainJobRepeatInterval After the value has been modified and saved the Digest Scheduler waits for that interval before it runs again Depending on a number of related factors some users
41. nt plug in sudo rabbitmq plugins disable rabbitmq_management sudo service rabbitmq server stop sudo service rabbitmq server start sudo rabbitmq plugins enable rabbitmq_management Symptom On a fresh install RabbitMQ fails to start with the following error the RabbitMQ logs Can t set short node name nPlease check your configuration n Full log message var log rabbitmg startup_log Activating RabbitMQ plugins 0 plugins activated error_logger 2012 12 1 0 56 34 Can t set short node name nPlease check your configuration n error_logger 2012 12 1 0 56 34 crash_report initial_call net_kernel init Argu ment__1 pid lt 0 20 0 gt registered_name error_info exit error badarg gen_ser ver init_it 6 proc_lib init_p_do_apply 3 ancestors net_sup kernel_sup lt 0 10 0 gt messages links lt 0 17 0 gt dictionary longnames false trap_exit true status running heap_size 377 stack_size 24 reductions 180 Possible Cause The RabbitMQ rpm package was upgraded and RabbitMQ was stopped or restarted before puppet could replace the configuration Recommended Action Log in to the Message Queue node and then run the following commands as user admin sudo sed i s sname name g usr lib rabbitmq lib sbin sudo service puppet debug This should start RabbitMQ without errors Symptom Both ActiveMQ nodes appear to be running as Master
42. opposed to comments to the original content Possible Cause This issue can arise if the original email has not yet been processed by Cisco WebEx Social Recommended Action If you experience this issue often check the Dashboard for the Worker nodes Director GUI gt Stats If the App Server Worker nodes are under heavy load as indicated by the CPU and Load charts then consider adding more App Server or Worker nodes or both Possible Cause This issue can arise if some of the SMTP headers that Cisco WebEx Social uses to identify the message thread have been deleted or lost Recommended Action Check to see if the all these SMTP headers are present in the email and if they have a meaningful value e In Reply To e References e Thread Index If one or more of the headers are missing investigate to find out why and at what stage these headers have been lost Symptom Users are not receiving any emails generated by Cisco WebEx Social Possible Cause Your email relay is not relaying messages coming from Cisco WebEx Social Recommended Action Configure your email relay host to properly relay messages coming from Worker nodes I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 E Chapter1 FAQs and Troubleshooting W Email Integration FAQs and Troubleshooting Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Symptom Video thumbnails do not display in email notifications Possible C
43. or appears in the App Server log and the Director s Health page Possible Cause It is possible that on very busy systems the API calls used by Synthetic Monitor can expire leading to an error message in the logs This can also leave behind Synthetic Monitor posts Recommended Action The error is not critical If it keeps reappearing frequently contact your Cisco representative Synthetic Monitor posts that are left behind will be deleted after 24 hours Using Jabber with Cisco WebEx Social FAQs and Troubleshooting e Using Jabber with Cisco WebEx Social FAQs page 1 31 Using Jabber with Cisco WebEx Social FAQs e Q What do I need to know before I start troubleshooting Using Jabber with Cisco WebEx Social Q What do I need to know before I start troubleshooting Using Jabber with Cisco WebEx Social Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EEN Chapter1 FAQs and Troubleshooting HZ Using Sametime with Cisco WebEx Social FAQs and Troubleshooting A Have the following in mind e All Cisco WebEx Social does is call URLs for user initiated outgoing chat and phone requests the rest is handled by Cisco Jabber e Incoming chat and call request are handled entirely by Cisco Jabber e Ifthe outgoing request reaches Cisco Jabber but it can t process it the issue may be among the following e The XMPP userID is invalid e The phone number is not routable in the CUCM dial plan In ei
44. ostfix is sending to Save the changes Run this command to restart Postfix sudo service postfix restart It is recommenced to undo the changes after you are finished troubleshooting To undo the changes Log in to each Worker node as admin and run this command sudo vi etc postfix main cf In the vi editor remove the line that you added Save the changes Run this command to restart Postfix sudo service postfix restart Q What is the size of an email notification and can I control it A Mail notifications vary in size depending on the content how much text and how many images are included but cannot exceed 5MB The summary size of all text inside an email notification cannot exceed 1MB and the summary size of all images cannot exceed 4MB In case the former limitation is exceeded a Read More link is displayed In case the later limitation is exceeded a generic thumbnail is displayed instead of images These limits are not configurable Q Why are some images from the post displayed as thumbnails in the email notification A When the cumulative size of the post images exceeds a certain limit or another size limit is reached see Q What is the size of an email notification and can I control it images starting from the bottom are replaced in the email notification for that post by generic file type thumbnails to minimize size How many images are replaced depends on how much size needs to be saved As a side effect bottom images
45. oting page 1 35 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EN Chapter1 FAQs and Troubleshooting W Installation and Upgrade FAQs and Troubleshooting Installation and Upgrade FAQs and Troubleshooting e Installation and Upgrade Troubleshooting page 1 2 Installation and Upgrade Troubleshooting Step 1 Step 2 Step 3 Step 1 Step 2 This section provides the following troubleshooting information e Symptom The Topology page on the Director is empty after upgrade e Symptom After an upgrade the Director s Health page displays Integrity check alerts e Symptom Some nodes are inaccessible using SSH right after fresh installation e Symptom The upgrade of the Message Queue nodes fails Symptom The Topology page on the Director is empty after upgrade Possible Cause After upgrading Cisco WebEx Social to a newer version the System gt Topology page on the Director displays an empty server list Recommended Action Refresh your web browser using F5 or Ctrl F5 for hard refresh Symptom After an upgrade the Director s Health page displays Integrity check alerts Possible Cause This issue may arise if the scheduled run of the Integrity service coincides with the upgrade process in which case the integrity check expectably fails because files are changing Recommended Action Manually rerun the integrity check on the affected nodes Take these steps Find the affected nodes
46. perly configured in portal ext properties on the App Server These parameters must be set in accordance with your specific deployment solr masters solr slave region 1 and other slaves if solr slave regions gt 1 search cache url search cache post url search cache video url search cache social url search cache follower url Possible Cause Not enough disk space Recommended Action Take these steps First check if this is indeed the cause If the disk space on the node is getting low you must have received an alert about this on the Health page of the Director You can also check manually To do that run this command on each Search Store machine see Running Linux Commands on Nodes page 2 2 df h In the output find the line that has in the Mounted on column A volume that is out of disk space will show 100 in the Use column Stop Search service search stop Clean up disk space Restart Search service search start Possible Cause Server errors 500 Internal Server Error Recommended Action If you are getting 500 Internal Server Error in the logs the App Server logs the master slave Search Store logs or the Index Store request logs instead of 200 status codes for each request then the machine may be out of disk space or the indexes may be corrupt If the machine is out of disk space see the Out of disk space Possible Cause above Otherwise the indexes may be corrupt
47. ptom Error appears when the WebEx Social Call Plug in is trying to load The Call Plug in loaded successfully but there was a problem registering your phone Possible Cause Another device of the same type Client Services Framework ECP has already registered onto the Cisco Unified Communications Manager CUCM Recommended Action To see if another device has registered go to the CUCM gt Device gt Phone and search for ECP lt username gt where lt username gt is the screen name of the user The IP Address column shows the IP address from which the ECP device is currently registered If the Status column displays Unregistered IP Address is the last address that have been registered with that device If the status is Registered or the IP Address does not correspond to the last location from where you used your Cisco WebEx phone then some other application is using the ECP device Unregister the device and reload the Cisco WebEx Social Call Plug in before retrying a call Symptom Call cannot be placed with the Cisco WebEx Social Call Plug in Possible Cause The Cisco WebEx Social Call Plug in cannot download the device configuration file from the CUCM The Call Plug in reports the following 0x107dd0000 csf ecc 1ibXML2 msg Namespace prefix xsi for type on device is not defined 22 Jun 2012 16 12 55 207 0700 ERROR 0x107dd0000 csf ecc insecureRetrieveConfig file tftp example com ecpapkshirs cnf xml requires security 2
48. racleDB Verify that the sender email address belongs to a WebEx Social user and that the user is active and has accepted the license agreement Verify that the user has permission to create content in the corresponding community Not having permission should result in respective log messages being written to the App Server log MongoDB Verify that the recipients and messageThread collections exist Verify that there is a recipient whose _emailAddress matches the local part of the email address of the email recipient Verify that the recipient s classNameld value is proper Group in case of writing to a community PostMapping in case of writing to a post MBCategory in case of writing to a discussion category and that the classPK points to an existing object of the determined type Inthe case of an email reply verify that the parent massage can be looked up by its in reply to references or threadindex headers Q Now that the inbound and outbound email uses RabbitMQ instead of ActiveMQ has anything changed in respect to how the features work A The features function the same way as before Hoever a set of new Advanced Portal Properties has been added to compensate for differences between the two message queue implementations For inbound email inboundmail retry interval 5000 inboundmail max retry count 4 inboundmail initial pool size 3 inboundmail max pool size 5 inboundmail idle threads keepalive 10000
49. s HTTPS Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 P32 OL 31540 02 _ Chapter 1 FAQs and Troubleshooting SSL Termination FAQs and Troubleshooting W Symptom Sametime Connect does not launch when invoked from Cisco WebEx Social if the latter uses HTTPS Possible Cause This may happen when your organization uses HTTPS to access Cisco WebEx Social because the local Sametime service only supports HTTP and your users web browsers may block outgoing HTTP requests as a security measure Recommended Action To allow Cisco WebEx Social to launch Sametime you need to instruct your users to enable Mixed Content Enabling mixed content varies from browser to browser Consult your web browser s documentation or search the internet for detailed steps Possible Cause Another possible reason is that the local Sametime service is not running Recommended Action To check if this is indeed the case point your web browser to http localhost 59449 stwebapi listservices and check the result e If you see the Sametime Local WebApi Services List populated with services then the local Sametime service is running e Ifyou see a blank page or an HTTP error then the service is not running or is blocked by a firewall or another security application After you have determined the result take the appropriate action to start the service see the Sametime documentation or to unblock the service in your security software
50. s the user ID 15379119 for example Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 P36 OL 31540 02 Chapter1 FAQs and Troubleshooting Session Centralization FAQs and Troubleshooting W Step2 Follow the steps in Q How do I check on which memcached node a user session is stored to find out which memcached node stored the user sessions Step3 Telnet to the memcached node that you identified in the previous step telnet lt memcached server host gt 11211 Step4 In the telnet session run this command delete lt user id gt where user id is the user ID that you identified earlier Step5 To close the telnet session type quit Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 oL 31540 02 EEN Chapter1 FAQs and Troubleshooting HZ Session Centralization FAQs and Troubleshooting Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 P38 OL 31540 02
51. shooting e Logs FAQs page 1 20 e Logs Troubleshooting page 1 22 Logs FAQs e Q How do I access Cisco WebEx Social logs e Q What is security logging e Q What message categories are defined in the security and auditing log e Q What is the message format used in the security and auditing log e Q Isee a particular log for one day but not another Why is this e Q I want to check a log file for a past date but the directory for that date seems to have disappeared e Q Isee log files dating back six months or more Are they not taking free disk space Q How do I access Cisco WebEx Social logs A All logs are accessible through HTTP from the Director Visit this URL to see them http lt director gt logs Where lt director gt is the URL you use to access the Director web UI Use user admin and your unified access password to log in Alternatively if you need to perform advanced actions with logs such as tracing logs in real time log in to the Director node go to opt logs and then enter the directory for the date you need Q What is security logging A Starting from this release security and auditing logs new for 3 0 and later releases have been grouped into high level security categories and consolidated into one audit log per App Server node In addition the log message format has been improved to make it easier to process and aggregate Note however that you can enable debugging in the App Server logs to c
52. t where lt node FQDN gt is the fully qualified domain name of the new node Run these commands on the new node see Running Linux Commands on Nodes page 2 2 rm rf etc salt pki service salt minion restart rm rf var lib puppet ssl service puppet restart Run this command on the Director node to verify that the connection can be made salt lt node FODN gt cmd run echo n cat opt cisco version info where lt node FQDN gt is the fully qualified domain name of the new node Verify the output The expected outpus will be similar to this quad ecp deploy com 3 4 0 09000 739 2013 06 06 11 57 UTC OK Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 EzE OL 31540 02 Chapter1 FAQs and Troubleshooting Worker FAQs and Troubleshooting W Worker FAQs and Troubleshooting e Worker FAQs page 1 25 Worker FAQs e Q What tasks are processed by the Worker role Q What tasks are processed by the Worker role A In the current release the following features leverage the worker framework e Email digest generation e Outbound and inbound email processing e Metrics and reports generation e Activity feed processing e Data migration Message Queue FAQs and Troubleshooting e Message Queue Troubleshooting page 1 25 Message Queue Troubleshooting This section provides the following troubleshooting information e Symptom Executing service rabbitmq server stop doesn t seem to stop Rabb
53. that need to be replaced but have also been inserted one or more times up the post are all displayed as thumbnails even if the size restrictions do not require this Q How do I verify that Inbound Email is functioning properly A Take these general steps e SMTP server Verify that the SMTP server is configured properly and that a forward zone and an MX record are in place for the domain of the email recipients otherwise undeliverable mail notifications might be received e Postfix MTA I OL 31540 02 Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 Chapter1 FAQs and Troubleshooting Email Integration FAQs and Troubleshooting Ensure that the postfix service is running on the Worker node behind the port specified in the configuration the default is 25 Ensure that the firewall is not blocking the postfix service Verify that messages are properly deferred from the postfix queues If not there might be some problem communicating with SubethaSMTP either the server is not running or postfix is not configured properly SubethaSMTP MDA Ensure that the SubethaSMTP server is running on the Worker node behind the port specified in the configuration the default is 2025 NFS Verify that the specified folder has bean created the default is data inboundmail on the NFS storage and that the owner of the folder is quad quad Otherwise there might be problems storing new messages O
54. ther case the issue will need to be investigated between Cisco Jabber and the chat or unified communications server e To replicate an issue type the URL that was used into a new browser tab and observe the outcome e Use a tool like Firebug to find the URL example xmpp user example com e If Cisco Jabber doesn t launch there is likely an issue with the default programs configuration in the OS e Ifthe correct URL is being sent but another application launches instead of Cisco Jabber check if your default programs configuration Using Sametime with Cisco WebEx Social FAQs and Troubleshooting e Using Sametime with Cisco WebEx Social FAQs page 1 32 e Using Sametime with Cisco WebEx Social Troubleshooting page 1 32 Using Sametime with Cisco WebEx Social FAQs e Q Why does the Sametime Connect chat window sometimes appear behind the browser window Q Why does the Sametime Connect chat window sometimes appear behind the browser window A This may happen when you initiate chat with a user who is in Offline or Do Not Disturb state In this case the operating system may randomly send the desktop dialog box that opens to behind the browser window leading the user to the impression that their action was of no effect Using Sametime with Cisco WebEx Social Troubleshooting This section provides the following troubleshooting information e Symptom Sametime Connect does not launch when invoked from Cisco WebEx Social if the latter use
55. tificate See the Administration Guide for detailed instructions Symptom I added a new attendee to a recurring meeting using Microsoft Outlook but the new name does not appear in the Calendar application in Cisco WebEx Social Possible Cause There is a know issue with some versions of Microsoft Exchange Server when calendaring information is fetched over WebDAV Recommended Action Use Microsoft Outlook Web Access to edit the recurring meeting instead of Microsoft Outlook Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 i12 E OL 31540 02 _ Chapter 1 FAQs and Troubleshooting Video Calls FAQs and Troubleshooting W Video Calls FAQs and Troubleshooting Video Calls FAQs page 1 13 Video Calls Troubleshooting page 1 14 Video Calls FAQs Q How do I check what Call Plug in version is available on WebEx Social Q Why does the video always appear on top hiding other WebEx Social elements Q Does the WebEx Social Call Plug in log information during installation Q Does the WebEx Social Call Plug in log information during operation Q How do I enable JavaScript logging for the Call Pug in Q What is the device configuration file and how do I download it Q What are the dial rules files and how do I download them for troubleshooting purposes Q How do I remove a whitelisted domain user selected Always Allow in the Cisco Call Plug in security dialog box How do I check what Call Plug
56. tion Check to see if your NFS storage is running and responding and that it is reachable from the network segment Cisco WebEx Social is in Email Integration FAQs and Troubleshooting e Email Integration FAQs page 1 4 e Email Integration Troubleshooting page 1 7 Email Integration FAQs e Q How do I set the log trace levels for Postfix e Q What is the size of an email notification and can I control it e Q Why are some images from the post displayed as thumbnails in the email notification e Q How do I verify that Inbound Email is functioning properly e Q Now that the inbound and outbound email uses RabbitMQ instead of ActiveMQ has anything changed in respect to how the features work Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 ia g OL 31540 02 _ Chapter 1 FAQs and Troubleshooting Step 1 Step 2 Step 3 Step 4 Step 1 Step 2 Step 3 Step 4 Email Integration FAQs and Troubleshooting Mi Q How do I set the log trace levels for Postfix A If you suspect an issue between Postfix and the SMTP server Postfix is talking to you can enable verbose logging of all SMTP messaging in the maillog file Take these steps Log in to each Worker node as admin and run this command sudo vi etc postfix main cf In the vi editor add the following line assuming it is not already present in the file debug_peer_list example com where example com is the domain of the SMTP server that P
57. utput from netstat go to the other ActiveMQ node and start ActiveMQ sudo service activemg start Step7 Wait 2 5 minutes then rerun the netstat command netstat an grep 8161 You should not get a return from this command If you do then you have run back into the issue again and you need to troubleshoot NFS to find the root cause Step8 Run the following commands on both ActiveMQ nodes to restart the services stopped at the beginning of this procedure sudo service monit start sudo service puppet start My Library FAQs and Troubleshooting e My Library Troubleshooting page 1 28 My Library Troubleshooting This section provides the following troubleshooting information Cisco WebEx Social Troubleshooting Guide Release 3 4 2 and 3 4 2 SR1 P28 OL 31540 02 Chapter1 FAQs and Troubleshooting Streams FAQs and Troubleshooting W e Symptom The My Library page does not seem to be responding to user actions dialogs are not opening up the Delete button does nothing and so on Symptom The My Library page does not seem to be responding to user actions dialogs are not opening up the Delete button does nothing and so on Possible Cause A Javascript error has occurred on the page Possible Javascript errors include e File not found loaded This type of error is displayed in red color and contains the missing file name e Inline Javascript failure This error occurs if Javascript code inside a jsp file has failed and
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