Introduction:
This document describes most commonly faced IM and Presence issues and their respective logs required for TAC troubleshooting.
Note:
- Verify that the services involved according to the below mentioned scenario are set to the "Debug" level from the IM and Presence serviceability page, when the issue present or when you reproduce the problem
- It is always better to collect logs from all the nodes involved
- This document specifically talks about IM&P server logs, but where ever jabber is involved, please ensure to collect jabber problem report too
- Include below information to track the specific event
- Problem description or Issue Scenario
- Time stamp when issue occurred or reproduced
Scenario 1: Jabber login failure
- Client profile agent logs
- Cisco XCP authentication
- Tomcat security logs
Scenario 2: Chat failure
- XCP Connection manager
- XCP router
Scenario 3: Presence status fails to update
- XCP connection manager
- XCP router
- Presence engine
Scenario 4 : "On a call" (or) phone presence status failure
- CCM logs from CUCM
- Presence engine
- XCP router
- XCP connection manager
Scenario 5: High Availability
- Server recovery manager
- Cluster Manager logs
- "utils ha status" output from CLI
Scenario 6: Chat rooms (or) Persistent chat
- XCP text conferencing manager
- XCP connection manager
- XCP router
Scenario 7: Exchange Integration for Calendaring
- Presence engine
Scenario 8 : Inter-Cluster Peering
- Intercluster sync agent
- AXL web service
- Tomcat
- Tomcat security logs
Scenario 9 : High CPU / Memory utilization
- Show process using-most cpu
- Show process using-most memory
- Show process load
- Utils diagnose test
- RIS DC and Perfmon logs
- Event viewer – Application and system logs
Scenario 10 : Service restart with core dump
- Utils core active list
- Utils core active analyze <core file name from previous command>
- Logs of the service which restarted or crashed
Scenario 11 : DRF Backup and restore
- DRF Master
- DRF Agent
- Component specific failure logs for the backup / Restore
Scenario 12: Message Archeive failure
- XCP router
- XCP message archiver
Scenario 13: Managed file transfer failure
- XCP File Transfer Manager service
Scenario 14 : SIP federation
- XCP SIP federation connection manager
- SIP proxy
- Presence engine
- XCP connection manager
- XCP router
Scenario 15 : XMPP federation
- XCP connection manager
- XCP router
- Presence engine
- XMPP federation connection manager
Below are the screenshot from RTMT with few important log fields highlighted:
Logs can also be collected from Command line interface of the server. The below document has location deatils for specific services:
RTMT trace collection procedure:
https://supportforums.cisco.com/document/12489131/tech-note-taking-trace-unified-cm-using-rtmt
