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Troubleshooting Client Issues

Topic Last Modified: 2009-07-20

You can use the Communicator log files, communicator0.log and Communicator-uccp-0.log, to troubleshoot client issues.

The files are located under <Drive>:\Documents and Settings\%User%\Tracing

Issue: A SIP-enabled contact object cannot sign in

If a SIP-enabled contact object cannot sign in, take the following steps to resolve the issue:

  • Check the client logs to see if a 401error appears. If so, there may be an authentication problem.
    • Check the contact object with LDP.exe, and ensure all SIP attributes are populated and msRTCSIP-OriginatorSid is set for all contact objects. Otherwise, authentication will fail.
    • If the contact is not created properly, check the MIIS logs.
    • If needed, set the Lcssync logging level to 3, as described in Install the Office Communications Server Sync Tool in the Deploying Office Communications Server 2007 R2 in a Multiforest Topology documentation. Resynchronize the contact to confirm why the contact object is not being created.
    • Verify that credentials (user name and password) from the original user forest are used. If the central forest is in the Contoso domain, and the user object is replicated from the Northwind Traders domain to Contoso as a contact object, Northwind Traders credentials must be used to sign in to the domain.
    • Check the cross-forest trust relationship. The central forest must trust incoming credentials from the user forest.
    • Verify that you are not using Kerberos or a combination of Kerberos and NTLM as your authentication protocol in the central forest. You must only use the NTLM protocol.
  • If client receives a 404 error, there is a replication problem.
    • Verify that the contact object is properly SIP-enabled and that it exists in the Office Communications Server 2007 R2 database.
    • Use Dbanalyze.exe, which is available in the Microsoft Office Communications Server 2007 R2 Resource Kit, to get the user report for this particular user. Ensure that the user exists in the database.
    • Check Office Communications Server logs for RTC User Replicator errors or warnings.