Administration Guide for Cisco Unified MeetingPlace for IBM Lotus Notes Release 6.x - Troubleshooting Cisco Unified MeetingPlace for Lotus Notes [Cisco Unified MeetingPlace]

Table Of Contents

Troubleshooting Cisco Unified MeetingPlace for Lotus Notes

Troubleshooting: What to Do First

Resolving Scheduling Problems

Resolving Cross Certify Errors

Resolving Attend Link Problems

Resolving Meeting Attachment Problems

Resolving Meeting Notification Problems

Resolving Online Help Problems

Troubleshooting Cisco Unified MeetingPlace for Lotus Notes

This chapter explains how to troubleshoot problems that may occur after installing Cisco Unified MeetingPlace for Lotus Notes.

See the following sections:

•Troubleshooting: What to Do First

•Resolving Scheduling Problems

•Resolving Cross Certify Errors

•Resolving Attend Link Problems

•Resolving Meeting Attachment Problems

•Resolving Meeting Notification Problems

•Resolving Online Help Problems

Troubleshooting: What to Do First

If you experience any scheduling, attending, or notification problems, do the following three procedures in the order presented to make sure Cisco Unified MeetingPlace for Lotus Notes has not lost any of its connections. If you still experience the same problem after completing these procedures, continue with the remaining troubleshooting topics in this chapter.

To Verify That the Windows Services for Cisco Unified MeetingPlace for Lotus Notes Are Running

Step 1 On the integration server, choose Start > Programs > Administrative Tools > Services to open the Services window.

Step 2 Verify that the following services are running:

•Cisco Unified MeetingPlace for Notes Gateway

•Cisco Unified MeetingPlace Agent Service

•Cisco Unified MeetingPlace Notification Gateway

•Cisco Unified MeetingPlace Gateway SIM

•Cisco Unified MeetingPlace Web Conferencing

Step 3 If these services are not running, restart them. If you are unable to start the Cisco Unified MeetingPlace for Notes Gateway service, make sure that the Cisco Unified MeetingPlace account has been set up to use the new Cisco Unified MeetingPlace mail template. For more information, see the "How to Complete Cisco Unified MeetingPlace for Lotus Notes Post-Installation Tasks" section on page 2-7.

To Verify That the Cisco Unified MeetingPlace for Lotus Notes Integration Is Logging in to the Cisco Unified MeetingPlace Audio Server System and the Domino Server

Step 1 Open the Gateway SIM Event Viewer.

Step 2 Turn on verbose logging for the Event Viewer:

a. Open the MeetingPlace Gateway Configurations utility by double-clicking the Cisco Unified MeetingPlace icon in the system tray.

Note The Cisco Unified MeetingPlace icon resembles an orange door.

b. Click the Notes Gateway tab.

c. Check the Verbose Logging check box and click OK.

Step 3 Right-click the Cisco Unified MeetingPlace icon, then choose Eventlog. The Gateway SIM Event Log appears.

Step 4 Stop and restart the following services:

•Cisco Unified MeetingPlace Web Conferencing

•Cisco Unified MeetingPlace Notification Gateway

Step 5 View the Gateway SIM Event Log. The Event Log should display entries that show MPNotify and MPAgent logging in to the Domino server and Cisco Unified MeetingPlace Audio Server system.

For example, you should see Event Log entries similar to the following:
08/17 12:20:06 MPNotify   Information:[2] No new messages to process
08/17 12:20:07 MPNotify   Information:[2] Domino server CN=ServerName is available
08/17 12:19:08 mpagent    Success:Registered for CS events
08/17 12:19:08 mpagent    Success:Successfully logged into MeetingPlace 
08/17 12:19:08 MPNotify   Information:MeetingPlace login completed
08/17 12:18:55 mpagent    Success:The MPAgent has started successfully.
08/17 12:18:51 mpagent    Information:Service started
08/17 12:18:43 MPNotify   Information:Service started
Step 6 If the Cisco Unified MeetingPlace for Notes Gateway service is not logging in to the Domino server, check to see if the Lotus Notes client on the integration server can view its mail database. If the mail database is not accessible, see your Lotus Notes documentation to troubleshoot this problem.

Step 7 If the Cisco Unified MeetingPlace Agent and Cisco Unified MeetingPlace Notification services cannot log in to the Cisco Unified MeetingPlace Audio Server system, verify that the Cisco Unified MeetingPlace Audio Server system is up and running and that you have network connectivity.

Note Once you have finished troubleshooting, we recommend that you turn off verbose logging. Modifications made to verbose logging will only take effect after you stop and restart the service.

To Check the Windows Event Viewer for the Source Cisco Unified MeetingPlace for Lotus Notes Event and Then Check for Errors

The Windows Event Viewer is useful for diagnosing directory, user account, and permission errors.

Step 1 To start the Event Viewer, on the integration server, choose Start > Programs > Administrative Services > Event Viewer.

Step 2 Click a log name in the left pane of the Event Viewer window to view events for that log.

Resolving Scheduling Problems
Error Message    You are currently unable to schedule MeetingPlace meetings because you 
are either offline or working on a local copy of your mail database. Please note 
that you must be online and your mail database must be located on the Domino server 
to allow scheduling of MeetingPlace meetings.
Explanation This error occurs when MPSA.nsf is not visible to the client. As a result, the client thinks it is offline.
Recommended Action To resolve this issue, do the following procedure.
To Verify the MPSA.nsf Location

Step 1 Verify that MPSA.nsf is present on the Domino server in the correct location:
drive:\Lotus\Domino\Data

If you installed the Lotus Notes client in a different location from your Domino server, the MPSA.nsf file may have been installed in the client data directory. If this is the case, copy it to the server directory.

Step 2 Verify that MPSA.nsf is signed by the MeetingPlace ID and that the MeetingPlace ID has permission to run unrestricted LotusScript/Java agents on your client. For more information on enabling access, see the "How to Complete Cisco Unified MeetingPlace for Lotus Notes Post-Installation Tasks" section on page 2-7.
Error Message    Unable to access MeetingPlace resources because your MeetingPlace 
profile information is incorrectly entered in the Public Name & Address Book.
Explanation This error appears when Domino authentication is being used and the Cisco Unified MeetingPlace user ID of the scheduler was not entered correctly in the Domino address book. For more information on Domino authentication, see the "Enabling Domino Authentication" section on page 2-9.
Error Message    The Administrator has not set up the MeetingPlace System. Please exit 
and notify the Administrator.
Explanation The MeetingPlace Server Agent database has not yet been created and configured on the Domino server. For information on setting up this database, see the "How to Complete Cisco Unified MeetingPlace for Lotus Notes Post-Installation Tasks" section on page 2-7.
Error Message    Error validating user's agent execution access [4000] (QuerySave)
Explanation This error occurs when you sign the MPSA.nsf or Cisco Unified MeetingPlace mail templates (for example, mail60_05MP.ntf, mail65_5MP.ntf, or mail70_2MP.ntf) with the wrong user ID.
Recommended Action To resolve this issue, verify that MPSA.nsf is signed with the Cisco Unified MeetingPlace ID and that the user, MeetingPlace, has permission to run unrestricted LotusScript/Java agents on your client. For more information, see the "How to Complete Cisco Unified MeetingPlace for Lotus Notes Post-Installation Tasks" section on page 2-7.
Error Message    AccessControl Exception java.security.AccessControlException.
Explanation You have not correctly modified the java.policy file.
Recommended Action To resolve this issue, check the java.policy file to make sure it has the proper syntax. For more information about the java.policy file, see the "Editing the java.policy File" section on page 2-23.
Error Message    A connection cannot be established between MeetingPlace and Domino, 
please contact your Notes Administrator.
Explanation There are several reasons for this error to appear.
Recommended Action To resolve this issue, do the following procedure.
To Troubleshoot Problems with the Connection Between MeetingPlace and Domino

Step 1 From your Domino server, verify that the Domino server is running.

Step 2 From your integration server, verify that the Cisco Unified MeetingPlace services are running. See the "To Verify That the Windows Services for Cisco Unified MeetingPlace for Lotus Notes Are Running" procedure.

Step 3 From the Domino Administrator, open the MPSA.nsf database.

Step 4 In the left pane of the window, choose Administration. At the top of the right pane, click Edit/Create Profile Document to open the Cisco Unified MeetingPlace System Profile Document.

Step 5 In the Cisco Unified MeetingPlace Server Settings section, verify that the URLs for Server Address and External Server Address are correct. If not, update them as follows:

a. Choose Modify Server.

b. Update the MeetingPlace Web CGI URL and External MeetingPlace Web CGI URL fields.

Note For additional information, see the "Modifying the Cisco Unified MeetingPlace Server Settings" section on page 3-8.
Error Message    An error occurred while saving: Notes error: You are not authorized 
to perform that action.
Explanation    There are several reasons for this error to appear.
Recommended Action    To resolve this issue, do the following procedure.
To Troubleshoot Mail Template Settings

Step 1 Verify that the mail template being used by the Notes Client is signed.

Step 2 Verify that the mail template being used by the mail client on the Cisco Unified MeetingPlace for Notes integration server is signed.

Step 3 Verify that the user you used for signing the mail template, and the MeetingPlace Server Agent Database (mpsa.nsf) have the following permissions:

•Run unrestricted methods and operations

•Run restricted LotusScript/Java agents

Step 4 If the user does not have the permissions identified in Step 3, resign the templates and the MeetingPlace Server Agent Database. Then, redistribute the signed mail template to the user of the Notes Client who is unable to schedule, and to the mail client on the Cisco Unified MeetingPlace for Lotus Notes integration server.

For more information about setting up these permissions, see the "Granting Permission to Run Restricted and Unrestricted Agents on the Domino Server" section on page 2-11.

Problem   There are errors when scheduling a Cisco Unified MeetingPlace meeting with the Allow Internet Access option checked.

Explanation    You may have entered a blank value for either the internal or external Web Conferencing server URLs during the installation of Cisco Unified MeetingPlace for Lotus Notes. To correct this problem, open the MPSA.nsf database and add the missing URL as described in the "Modifying the Cisco Unified MeetingPlace Server Settings" section on page 3-8.
Problem   No meeting name appears for rescheduled meetings when searching for them on MeetingTime.

Explanation    Lotus Notes does not require a meeting name in order to schedule a meeting. Therefore, when the Cisco Unified MeetingPlace Agent receives a meeting request, it assigns your Last Name as the meeting name. If you reschedule the meeting, a blank field is sent in place of the Last Name field. This blank information is what appears in MeetingTime.
Problem   LNNotify does not start. On startup, an error message indicated there is either an internal Windows error or an internal service error.

Explanation    The Cisco Unified MeetingPlace client does not have a Cisco Unified MeetingPlace template associated with it. Verify that the mail template set up for the user IDs (that is, MeetingPlace or Administrator), is appropriate for the Lotus Notes mail template that you are using (for example, mail60_05MP.ntf, mail65_5MP.ntf, mail70_2MP.ntf).
Recommended Action    Enter the following command in the Domino server command window, substituting the applicable database and template names as shown in the following table:
load convert mail/meetingp.nsf * mail60_05mp.ntf

Replace

With

meetingp.nsf

The name of your mail database on the integration server. This name does not have to end in .nsf.

mail60_05mp.ntf

The name of your Cisco Unified MeetingPlace mail template.

Problem   The Java.io.FileNoteFound exception occurs when a meeting is scheduled on the Domino console.

Explanation    This error occurs when you have set up your system to receive, but not to send, HTTPS requests.
Recommended Action    To resolve this issue, verify that you are using SSL by doing the following procedure.
To Verify That HTTPS Requests Can Be Sent

Step 1 From your Domino server, open the MPSA.nsf database and choose Administration.

Step 2 From the Administration page, choose Edit/Create Profile Document.

Step 3 Click Modify Server and verify that the Use SSL check box is checked.

Resolving Cross Certify Errors

Problem   The Cross Certify window appears when trying to open the Lotus Notes calendar.

Explanation    The Cross Certify window appears if the mail database template was not signed after installing Cisco Unified MeetingPlace for Lotus Notes. For information on how to sign the template, see the "Signing the Cisco Unified MeetingPlace MPSA.ntf Database Template" section on page 2-11.

Resolving Attend Link Problems

Problem   JavaScript errors appear when clicking the attend URL link.

Explanation    You are using an unsupported web browser. For browser support information, see the applicable System Requirements for Cisco Unified MeetingPlace, at http://www.cisco.com/en/US/products/sw/ps5664/ps5669/prod_installation_guides_list.html.

Resolving Meeting Attachment Problems

Problem   Invited users do not receive attachments for meetings that are scheduled by using MeetingTime or Cisco Unified MeetingPlace Web Conferencing.

Explanation    The following two problems may exist:
–The profile of the invited user is not set up to receive attachments.

–The profile of the meeting scheduler is not set up to send out attachments.

Recommended Action    To resolve this issue, do the following procedure.
To Verify that Meeting Attachments Can Be Sent and Received

Step 1 Verify that the profile of the invitee is set up to receive attachments.

a. Open MeetingTime, and locate the profile of the invitee.

b. Scroll down to Receiving Notifications, and verify that Include Attachments is set to Yes.

Step 2 Verify that the profile of the scheduler is set up to send attachments.

a. Open MeetingTime, and locate the profile of the meeting scheduler.

b. Scroll down to Sending Notifications and verify that Include Attachments is set to Yes.

Note If one invited user has the Receiving Notifications > Include Attachments parameter set to Yes and all other invited users have it set to No, Cisco Unified MeetingPlace for Lotus Notes distributes the notifications to all invitees regardless of their individual profile settings.

Resolving Meeting Notification Problems

Problem   When scheduling a Cisco Unified MeetingPlace meeting through Lotus Notes, invited users do not receive meeting notifications.

Explanation    The User Name field in the Domino account of an invited user does not match the E-Mail Address field in the Cisco Unified MeetingPlace profile.
Problem   When scheduling a meeting through MeetingTime or Cisco Unified MeetingPlace Web Conferencing, invited users do not receive meeting notifications.

Explanation    This occurs when:
–The profile of the invited user is not set up to receive meeting notifications.

–The profile of the meeting scheduler is not set up to send meeting notifications.

–The mailbox of Cisco Unified MeetingPlace for Lotus Notes integration is full, or there is no more space on the system hard drive.

–Mailbox configurations are not set up properly.

Recommended Action    To resolve this issue, do the following procedure.
To Verify That Meeting Notifications Can Be Sent and Received

Step 1 Check the profile of the invited user.

a. Open MeetingTime, and locate the profile of the user.

b. Scroll down to Receiving Notifications and verify that Enable to Receive is set to Yes.

c. Verify that the Preferred Delivery Method is set to E-Mail and that the correct e-mail address of the user has been entered.

Step 2 Check the profile of the meeting scheduler.

a. Open MeetingTime, and locate the profile of the meeting scheduler.

b. Scroll down to Sending Notifications and verify that Enabled for this Meeting is set to Yes.

Step 3 Check the mailbox and hard drive space of the Cisco Unified MeetingPlace for Lotus Notes integration. If either is full, create more space by deleting unwanted e-mails or files.

Step 4 Check that the mailbox configurations for Cisco Unified MeetingPlace for Lotus Notes and MeetingTime are set up consistently:

a. Open the MeetingPlace Gateway Configurations utility and click the Notes Gateway tab. In the MeetingPlace Mailbox field, make note of the mailbox that Cisco Unified MeetingPlace for Lotus Notes points to.

b. Open MeetingTime and make note of the mailbox in which it places messages for Cisco Unified MeetingPlace for Lotus Notes. This information is on the Configure tab in the Usage Parameters window.

c. Open MeetingTime and make note of which e-mail type the user is using. This information is on the Configure tab in the User Profiles window.

Resolving Online Help Problems

Problem   Online Help for Cisco Unified MeetingPlace for Lotus Notes cannot be accessed.

Explanation    The Cisco Unified MeetingPlace for Lotus Notes Help is accessible from the Help menu of your Lotus Notes client. Choose Help > About This Database to launch the Help in a new window.
If the Help link is not visible, it is possible that the user file was not refreshed. Do the following procedure to refresh the file.

To Refresh the User File

Step 1 From the Domino server, open Domino Designer.

Step 2 Choose File > Database > Open and choose the mail file of the user (for example, user1.nsf).

Step 3 From the left pane, navigate to Other > Database Resources.

Step 4 Click Database Resources. Three items appear in the right pane.

Step 5 In the right pane, right-click About Database Documents and choose Design Properties. The Design Properties window appears.

Step 6 Click the Design tab and uncheck the Prohibit Design Refresh or Replace to Modify check box.