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Administering Connections 6.5
Welcome to the HCL Connections 6.5 documentation. HCL Connections is social networking software designed for the workplace. Its features help you to establish dynamic networks that connect you to the people and information you need to achieve your business goals.
Troubleshooting and support
To isolate and resolve problems with your HCL products, you can use the troubleshooting and support information. This information contains instructions for using the problem-determination resources that are provided with your IBM® products, including HCL Connections™.
Troubleshooting tips
Troubleshooting Connections Content Manager (CCM)
If you experience problems when you are installing, configuring, or usingHCL Connections™ Content Manager, use this information to help resolve the problem.

Administering Connections 6.5
Welcome to the HCL Connections 6.5 documentation. HCL Connections is social networking software designed for the workplace. Its features help you to establish dynamic networks that connect you to the people and information you need to achieve your business goals.
- What's new in HCL Connections
  Find out about features that are new or updated in this release of HCL Connections.
- Product overview
  Learn how to deploy, customize, and administer the HCL Connections social networking product.
- Planning
  Before installing HCL Connections™, study the system requirements, deployment options, and documentation conventions.
- Installing
  To install HCL Connections™, you need to follow a detailed series of procedures.
- Uninstalling HCL Connections
  Uninstall HCL Connections.
- Migrating and updating
  Migrate HCL Connections™ and its supporting software to the latest release and then update the installation with the latest deployment, interim fixes, or Cumulative Refresh (CR).
- Administering
  Run administration and maintenance tasks to keep your environment up-to-date. For example, learn how to customize your deployment or how to use the wsadmin utility to edit configuration files. You can also schedule tasks, maintain application databases, moderate content, or manage users and their roles.
- Customizing
  Customize HCL Connections™ to fit your environment.
- Security
  HCL Connections™ provides a flexible security infrastructure that supports an open, easily shareable data model.
- Mobile
  See the HCL Connections™ Mobile documentation for Connections Cloud and Connections on-premises.
- Developing
  Get information about how to use the APIs provided with HCL Connections™ and how to use Connections Customizer to modify the Connections pages that are returned to users.
- Troubleshooting and support
  To isolate and resolve problems with your HCL products, you can use the troubleshooting and support information. This information contains instructions for using the problem-determination resources that are provided with your IBM® products, including HCL Connections™.
  - Techniques for troubleshooting problems
    Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and how to resolve the problem. Certain common techniques can help with the task of troubleshooting.
  - Getting product fixes
    A product fix might be available to resolve your problem.
  - Searching knowledge bases
    You can often find solutions to problems by searching HCL knowledge bases. You can optimize your results by using available resources, support tools, and search methods.
  - Contacting HCL Support
    HCL Support assists with product defects, answers FAQs, and helps users resolve problems with the product.
  - Exchanging information with HCL
    To diagnose or identify a problem, you might need to provide HCL Support with data and information from your system. In other cases, HCL Support might provide you with tools or utilities to use for problem determination.
  - Subscribing to Support updates
    To stay informed of important information about the HCL products that you use, you can subscribe to updates.
  - Troubleshooting tips
    - HCL Connections log file
      HCL Connections™ writes messages to the SystemOut.log file. Refer to this file if you encounter errors after installing an Connections application or if you encounter unexpected behavior in an application.
    - Troubleshooting Cognos® Business Intelligence components
      The Metrics application in HCL Connections™works with Cognos® Business Intelligence; if you encounter problems while deploying or configuring Cognos Business Intelligence or while using the Metrics application, use this information to help resolve the problem.
    - Troubleshooting connection timeouts when running a wsadmin script
      Running a wsadmin administrative script that calls an MBean in a network deployment environment results in several connections between sever processes, such as the deployment manager, the node agent, and the cluster member using Java™ Management Extensions (JMX) connectors. Some HCL Connections™ administrative scripts can run for longer than the default connection timeout that is specified for the connector that is used.
    - Troubleshooting a database connection
      A faulty JDBC driver or data source can prevent you from accessing an HCL Connections™ application. To troubleshoot and correct these problems, test the database connections.
    - Troubleshooting file download and page display issues
      Enabling ESI cache in IHS will have an adverse affect on HCL Connections™ 6.0 causing some features to fail. Therefore, Edge Side Include (ESI) cache in IHS should be disabled for Connections 6.0.
    - Troubleshooting display problems
      Microsoft™ Internet Explorer versions 7 and 8 browsers with security set to high do not display HCL Connections™ properly. You must either reduce the browser security level or change browser settings.
    - Troubleshooting email digests
      You can verify that email digests are working as expected by accessing specific HCL Connections™ URLs to trigger the email digests to be sent to the current user. You can also trigger email digests to be sent to the next available tranche of users.
    - Troubleshooting Help
      Find out how to resolve problems accessing the product help.
    - Troubleshooting inter-server communication
      If you are having problems establishing communication between servers in your deployment, this might be because a server's URL is not configured correctly in the LotusConnections-config.xml file.
    - Troubleshooting Cognos Metrics
      The Metrics application in HCL Connections™ displays information in reports formatted as charts and tables. If you encounter problems while viewing the reports, use this information to help resolve the problem.
    - Troubleshooting Elasticsearch Metrics
      If you encounter issues when using the stand-alone Elasticsearch instance in your HCL Connections™ deployment, refer to these troubleshooting tips or consult the IBM® Support database for recent tech notes or HCL Support for recent articles.
    - Troubleshooting Component Pack
      If you encounter issues when using the Component Pack, refer to these troubleshooting tips or consult the HCL Support database for recent tech notes or HCL Support for recent articles.®
    - Troubleshooting network shares on Windows® 2003
      Windows® 2003 returns network errors when accessing shared content.
    - Collecting communities catalog troubleshooting data
      Collect communities catalog data to help HCL Support diagnose catalog problems.
    - Troubleshooting Search
      If you experience indexing issues, consider validating Search seedlists to help you identify the source of the problem. You can also configure settings to avoid out-of-memory issues or other problems caused by long response times from the Search application.
    - Troubleshooting OAuth errors
      OAuth is used to manage the list of client applications that are allowed to prompt users for access to their HCL Connections™ data.
    - Troubleshooting SAML 2.0
      Review the topics in this section to see if your issue is addressed.
    - Troubleshooting single sign-on problems with Domino®
      Troubleshoot problems when using single sign-on (SSO) with Domino® Directory.
    - Troubleshooting Security Directory Integrator
      If you experience problems when using IBM Security Directory Integrator to work with Profiles data, explore the different trace areas available for Profiles to find information that might help to identify and resolve the problem.
    - Troubleshooting user data propagation
      If you experience problems related to user data propagation, enable traces in the IBM® WebSphere® Application Server so that you can access detailed information about the processes involved in propagating updates. You can use this information to help you verify if the processes are working as expected.
    - Troubleshooting virus scanning
      Find out some of the common causes for scanning-related error messages.
    - Troubleshooting Connections Content Manager (CCM)
      If you experience problems when you are installing, configuring, or usingHCL Connections™ Content Manager, use this information to help resolve the problem.
      - Troubleshooting Libraries Setup
        Review issues that might occur with Libraries and ways to work around the problem.
      - Troubleshooting the ccmDomainTool
        Review possible issues that might occur when you run the ccmDomain tool and ways to work around the problem. These errors can appear in the command prompt window or the log file for debugging problems. There is also a logging capability to the ccmDomainTool. If you have ongoing troubleshooting issues, send the ccmDomainTool.log to HCL support
      - Enabling Waltz and Sonata traces on the HCL Connections™ Server
        You need to enable Waltz and Sonata on the HCL Connections™ WebSphere® Application Server to see logs for these applications.
      - Enabling Waltz and Sonata traces on the FileNet® Server
        You need to enable Waltz and Sonata on the FileNet®Server to see logs for these applications.
      - Troubleshooting thumbnail generation
        The thumbnail generation tool generates extensive log messages. If an error or exception occurs during thumbnail generation, you can examine the trace.log that the generateFromSeedList script generates to determine possible causes.
    - Troubleshooting media views and thumbnail generation
      The Files application provides a grid view to show thumbnails for files of various formats. When a user uploads, updates, or views a file, a thumbnail is generated (provided a thumbnail is available for the file). However, this solution does not work with existing files. You can use the global feature flag <genericProperty name="filesMediaView">enabled</genericProperty> to control whether the grid view is displayed when users upload, update, or open a file. Use the Files MBean FilesThumbnailService.generateForAllFiles()command to modify createThumbnail event so that the thumbnail also displays existing files.
  - Error message reference
    Use the codes included in the error messages generated by HCL Connections™ to identify problems and find their solutions.

Troubleshooting Connections Content Manager (CCM)

If you experience problems when you are installing, configuring, or usingHCL Connections™ Content Manager, use this information to help resolve the problem.

Diagnostic information from other Connections components and FileNet® core logging can help in problem determination and troubleshooting. During library creation and when retrieving or modifying content, calls are made between Connections Communities, Profiles, and FileNet®, so problems with Profile or Community configuration can adversely affect access to Libraries and FileNet®.

Refer to this technote for information on collecting diagnostic information from Connections Communities.

For FileNet® core logging, refer to the following logs:

app_server_root/profiles/<profile-name>/FileNet/<server_name>/p8_server_error.log
app_server_root/profiles/<profile-name>/FileNet/<server_name>/p8_server_trace.log

Refer to Collecting data for Content Platform Engine for complete information on collecting diagnostic information for FileNet® core components.

FileNet Collaboration Services and FileNet Content Engine include the following configuration status pages that can be checked to gather information on the status of a deployment:

For status about FileNet Collaboration Services, check the status page at http://<hostname>/dm/.
For status about FileNet Content Engine, check the status page at http://<hostname>/FileNet/Engine.
For status about FileNet Content Engine Domain and Object Store, check the status page at http://<hostname>/P8CE/Health
For status about FileNet Content Engine Domain and Object Store Upgrade, check the status page at http://<hostname>/FileNet/AutomaticUpgradeStatus
For status about FileNet Collaboration Services seedlist URL, check the status page at http://<hostname>/dm/atom/seedlist/myserver
You can also use theFNCE ACCE tool to check whether FileNet Content Engine can authenticate using Connections, and inspect other data in case of errors:
http://<hostname>/acce

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