HCL Sametime 11FP1 is temporarily unavailable

HCL Sametime Sametime Forum
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1

Hello HCL Community,
After a fresh fresh installation of HCL Sametime 11FP1 with MongoDB and HCL Sametime Proxy 11FP1, we encounter a problem in web chat with the message "HCL Sametime is temporarily unavailable". Please help us to solve this problem, it is urgent. Thank you in advance to the entire HCL Community team.

2

Hi Amor --

I encountered this same issue recently (https://support.hcltechsw.com/community?id=community_question&sys_id=4df1c50a1b6fc010c1f9759d1e4bcbf8). In my case, the server's fully-qualified host name needed to be defined in the Notes Server document (Ports > Notes Network Ports tab).

The first place to look is in the proxy's logs in the <sametime install>\logs directory. Do you see any errors there?

3

Can user login to sametime connect /embeded client? Whether proxy can reach to mongo/Community? Please enable proxy debug & restart proxy & collect logs folder. You can reach to HCL Support by raising a case.

Go to last section of this file and uncomment below lines

# To see debug messages for Sametime Proxy, uncomment the following line:
#com.ibm.level=FINE
#com.ibm.handlers = 2localhost.org.apache.juli.AsyncFileHandler

Restart the proxy server for changes to take effect. Then reproduce this issue & collect logs & conf folder for review.

4

We'll be able to help you with a case the fastest - what Richard and Rajib have stated are excellent starting points.

5

As mentioned, confirm rich clients connecting to the Community server work. If they do, confirm the FQHN is correct in the Community server document under basic and ports tab.

If it continues to fail, review the Proxy server logs. Ensure the "server" value is being correctly retrieved and a connection attempt is successful to the Community server. After that you will see your log in attempts with an error code/reason provided when it fails.

You may need to enable Proxy logging, but also open a HCL Support case if this is critical.

Thanks,
Trevor Tallackson
Sametime Support

6

Thank you everyone, indeed the FQDN is mentioned correctly and the Network Port also in the server document, I confirm that the problem is with the example Web client https://sametime1.picosoft.biz/chat then with the Sametime HCL client Connect 11FP1 works fine.

7

what URL are you using to access the Sametime server from the web. In the example you mentioned the default port is missing. Did you change it from 8443 to 443 ?

8

Thanks!! Yes i confirm the port has been changed in 443.

9

Please find attached the logs in logs.zip of the Sametime Proxy server, thank you very much for examining this.

logs.zip
10

Can you have the logs in English ? I do not understand French. Anyway I see that the proxy is not connecting to the Community server, but can't read the error messages

11

The Proxy server is connected to "srv-sametime1", it is unable to connect to "Cluster"

The problem with the logins is the LTPA Configuration on that "srv-sametime1" - as we are unable to generate tokens for the given user - "generateTokenFailed".

Please open a case so we can help you more directly - but validating the LTPAConfiguration on that server is the next step.

12

Hi Armor,

does it work with the old web client yourstproxy/stwebclient/index.jsp?

13

Hello everyone,

I want to thank you all very much, indeed my problem has been solved. Thank you for your help and support. Take care of yourself and may God protect you and bless you all.

#Amor BEN RHOUMA / PICOSOFT / Tunisia (TN)

14

Hi, could you post the fix please we are having similar issues and its always good to post the fix so others can then look back at these forum posts. Thanks in advance.