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IM and Presence Trace Collection



This document describes most commonly faced IM and Presence issues and their respective logs required for TAC troubleshooting.


  1. 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
  2. It is always better to collect logs from all the nodes involved
  3. This document specifically talks about IM&P server logs, but where ever jabber is involved, please ensure to collect jabber problem report too
  4. Include below information to track the specific event
    1. Problem description or Issue Scenario
    2. 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:



Excellent ! Thanks for sharing.



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