Troubleshooting Openfire chat issues
When you use Openfire chat, you might face issues such as the chat icon not appearing on the Smart IT home page or connection issues. Use this information to understand and resolve the problem or to create a BMC Support case.
- The chat icon does not appear on the Smart IT home page.
- The chat icon is red in Smart IT.
- When you send a message in Openfire chat, the users or buttons are not accessible.
- One or more users experience these problems.
Perform the following steps to troubleshoot the Openfire chat issues:
Gather the log files
If the issue is not resolved, gather the Openfire log files and ux.log.
In the <installDirectory>/SmartIT/openfire/logs/ location, the following files are present:
To generate the Openfire debug logs:
The following message should be displayed:
Verify whether the Openfire service is enabled and check settings in the Openfire Admin console.
You must be able to log in to the Admin console (http://<serverName>:7001) when the service is up.
Check the parameters in Admin console. The default password is admin.
If the Openfire instance uses some other password for the admin user account, you can enter this value in clear text in the Centralized configration.
Verify the following property settings in the Openfire Admin console.
Run the netstat command.
At the command line, run the following command:
We recommend running this command when the service is down. By running this command, you can verify if the port is not in use. Start the service and confirm that your system is listening.
Check the server.xml file to see the ports Tomcat is configured to use, and check the ports configured in the Openfire Admin console.
When Smart IT is configured to use SSL, the Openfire should also use SSL. If SSL does not work for the Openfire server, perform the follow steps:
Note: If SSL is enabled on the Openfire server, ensure that Smart IT runs on https as well.
Enable Openfire clustering by using the HazelCast plugin
Clustering is used when Openfire is installed on more than one server.
Resolutions for common issues
After you determine a specific symptom or error message, use the following table to identify the solution:
The boshURL parameter has an invalid value.
|Hazelcast for cluster does not work.||Port 5701 is not open.||Open port 5701 on the firewall and check the cluster servers.|
When users log into Smart IT, they are unable to see the chat icon.
|Smart IT might be using https via a Load Balancer. Openfire has not been configured to use SSL, but since the Smart IT connection is via SSL, the connection to Openfire ideally should also use SSL. By default, browsers block mixed content, that is, attempts to connect to a non-SSL service from an SSL service.|
The chat icon is not displayed in Smart IT configured to work on SSL.