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Troubleshooting problems with connecting to Instant Messaging
This document provides tips for troubleshooting the more common problems that affect a user being able to connect to the Instant Messaging community in the service to chat with other users. You can perform some of these troubleshooting steps on your own; other steps should be taken with direction and assistance from your company's help desk.
After reviewing the basics, see the section appropriate for the chat client being used:
|Web Chat||Web Chat launches a web browser window from which you can manage your contacts and initiate chats.|
|Sametime embedded in SmartCloud Notes||When you use the IBM Lotus Notes client to access your IBM SmartCloud Notes mail, you can use the embedded Sametime client to manage instant messaging contacts and initiate chats.|
First verify that you can connect generally to the SmartCloud for Social Business, for example, log in and open your Dashboard.
Ask another user to test to determine if the problem affects a single or multiple users. If multiple users are affected, check with your company's help desk, or check for maintenance or unplanned outages on the Maintenance & Status page
Make sure you are connecting with only one client. You can log in to only one Sametime session at a time; you cannot be logged in with both the Web Chat and embedded Sametime client.
Verify that your computer meets the system requirements for SmartCloud for Social Business. Check the system requirements
, and if applicable the IBM SmartCloud Notes client requirements
. If your system does not meet these requirements, work with your help desk to upgrade the operating system, web browser, or Notes client to the latest supported.
If you have a Web Chat problem, it might be due to an incorrect or expired password. Try resetting your password by clicking the “Forgot password?” link on the SmartCloud log in screen.
Clear your web browser cache and cookies, restart the browser, then try again. Or you could try a different web browser to isolate whether data cached by the browser is a factor.
If available, try another means to connect your computer to the Internet to isolate the problem area. For example, if you are using a wireless connection on your computer, try a wired connection, or vice versa.
To open the Chat client again if you closed it, select Apps > Chat or click Chat in your dashboard.
Check the following items when using the embedded Sametime client in the Notes client.
Values in Sametime preferences
To check your Sametime preferences, open the Notes client. Click File -> Preferences. Select Sametime, then Server Communities. Select the community name.
On the Server tab, make sure the server name entered in the “Host server” field is correct. The field value should be a host name, not an IP address. See Manually configuring Lotus Notes clients to connect to the service instant messaging community
for the standard values. Or use the host name for the Sametime server given to you when your company signed up for a SmartCloud for Social Business account.
On the Log In tab, verify that the value for the User Name field matches the name you use to log in to the SmartCloud service, which is typically your email address. You should avoid using only a first and last name as the user name.
Proxy server setting
If your environment uses a proxy server, check the preference on the Connection tab in the Sametime preferences. Make note of the current selection, then change to the setting “Use my Internet Explorer HTTP settings” to test whether that resolves the problem.
Single Sign-on and policies
If your environment uses Single Sign-on (SSO), there could be a problem with the policy in use for your client. To update the policy, access your SmartCloud mail file. Once you connect to the mail file, the server pushes the policy out to the Notes client.
Occasionally, a damaged workspace folder on your computer can contribute to problems connecting to the Instant Messaging server. To troubleshoot, use another computer to log in and send a chat. If using another computer is successful, then suspect a problem with the workspace folder on your computer.
NOTE: Resolving a workspace problem resets the settings for all plug-ins in use by your Notes client. Please work with your company's help desk support before taking these steps to make sure you understand the complete impact.
To determine if the workspace folder is a factor, use these steps:
1. Close the Notes client.
2. Rename the workspace folder. The default path is C:\lotus\notes\data\workspace.
(The renamed folder serves as a backup, so that you can revert to your original workspace if needed.)
3. Restart the client.
4. Wait while the workspace folder is rebuilt, then try to chat.
Collect data and debug
If these measures do not resolve the problem, work with your company's help desk personnel to collect additional data and debug information.