Logging and Tracing on the Sametime Embedded and Connect Client

You can provide these instructions to Sametime® Embedded and Connect Client users to enable tracing on their clients. Trace logs are stored in a workspace folder on the user's local hard drive or a network drive.

About this task

  1. Locate the client workspace as explained in Locating the client workspace.
  2. On the computer where you use the client, use a text editor and open the rcpinstall.properties file which is located in the following directory according to the client:

    Windows

    • Sametime Connect Client

      C:\Users\user_name\AppData\Roaming\HCL\Sametime\.config\rcpinstall.properties

    • Sametime Embedded Client (single user install path)

      C:\Program Files\HCL\Notes\Data\workspace\.config\rcpinstall.properties

    • Sametime Embedded Client (multi user install path)

      C:\users\user_name\AppData\Local\HCL\Notes\Data\workspace\.config\rcpinstall.properties

    Mac OS (use keyboard combination "Cmd+Shift+Dot" to show hidden folders)

    • Sametime Connect Client

      /Users/user_name/Library/Application Support/HCL Sametime Data/.config/rcpinstall.properties

    • Sametime Embedded Client

      /Users/user_name/Library/Application Support/HCL Notes Data/Expeditor/Applications/.config/rcpinstall.properties

    • Sametime Embedded Client (multi user install path)

      C:\users\user_name\AppData\Local\HCL\Notes\Data\workspace\.config\rcpinstall.properties

  3. Add the following lines to the end of the file, depending on what kind of issue you're diagnosing. General client issues:

    com.ibm.collaboration.realtime.level=FINE

    Instant messaging issues:

    com.lotus.sametime.community.kernel.level=FINER

    com.lotus.sametime.im.level=FINEST

    com.lotus.sametime.places.level=FINEST

    com.ibm.collaboration.realtime.rtcadapter.level=FINEST

    com.ibm.collaboration.realtime.people.internal.level=FINE

    com.ibm.collaboration.realtime.internal.sametime.level=FINER

    com.ibm.collaboration.realtime.login.level=FINEST

    com.ibm.collaboration.realtime.community.internal.level=FINEST

    Login issues:

    General login failures:

    com.ibm.collaboration.realtime.community.internal.level=FINEST

    com.ibm.collaboration.realtime.im.community.level=FINEST

    org.apache.commons.httpclient.level=FINE

    com.ibm.rcp.internal.security.auth.module.level=FINEST

    com.ibm.collaboration.realtime.login.level=FINEST

    com.lotus.sametime.community.level=FINEST

    SSO failures:

    com.ibm.collaboration.realtime.community.internal.level=FINEST

    com.ibm.collaboration.realtime.im.community.level=FINEST

    org.apache.commons.httpclient.level=FINE

    com.ibm.rcp.internal.security.auth.module.level=FINEST

    com.ibm.collaboration.realtime.login.level=FINEST

    com.lotus.sametime.community.level=FINEST

    com.ibm.rcp.internal.security.level=FINEST

    com.ibm.rcp.security.level=FINEST

    Managed settings:

    com.ibm.collaboration.realtime.policy.sametime.managedsettings.level=FINEST

    Calendar integration issues:

    com.ibm.rtc.meetings.servers.level=FINEST

    com.ibm.rtc.meetings.shelf.level=FINEST

    com.ibm.rtc.meetings.shelf.ui.level=FINEST

    com.ibm.rtc.meetings.util.level=FINEST

    com.ibm.collaboration.realtime.calendar.level=FINER

    com.ibm.collaboration.realtime.calendar.notes.level=FINEST

    Connectivity issues:

    com.ibm.rtccore.level=FINEST

    com.ibm.rtc.spaces.level=FINER

    (Optional) Prevent more of the log and trace files from being overwritten by increasing the values of the following settings from the default to a larger number:

    com.ibm.rcp.core.internal.logger.boot.RCPTraceHandler.count=20

    com.ibm.rcp.core.internal.logger.boot.RCPLogHandler.count=12

    The default settings save 12 trace files and 6 log files (Connect client) or 10 trace files and 6 log files (Embedded client). In this example, we are saving 20 trace files and 12 log files for the Connect client.

  4. Save and close the file.
  5. Restart your Connect Client.
  6. View the error log and trace files in the Connect Client, by clicking Help > Support > View Log and View Trace. In most cases, View Trace provides the most useful information.
  7. Optional: You can collect logs and other data into a zip file and provide it to someone else for diagnostics.
    1. In the Notes embedded client, click Help > Support > Collect Support Data.

      In the stand-alone Connect Client, click gear icon > Help > Support > Collect Support Data.

    2. Select Enable Customized Tracing, and then click Next.
    3. Select one or more Sametime options, and then click Next.
    4. Specify if you want to reproduce the issue, and then click Collect. When the collection completes, a link to the collection zip file is provided.
    5. The resulting file will be located

    Windows

    • Standalone Client C:\Users\user_name\AppData\Roaming\HCL\Sametime\autopd
    • Notes Embedded single user path C:\Program Files\HCL\Notes\Data\workspace\autopd
    • Notes Embedded multi user path C:\users\user_name\AppData\Local\HCL\Notes\Data\workspace\.autopd

    Mac OS

    • Standalone Client /Users/user_name/Library/Application Support/HCL Sametime Data/autopd
    • Notes Embedded /Users/user_name/Library/Application Support/HCL Notes Data/Expeditor/Applications/autopd