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Validation and Troubleshooting Hints in Office Communications Server 2007 R2

Microsoft Office Communications Server 2007 and Microsoft Office Communications Server 2007 R2 will reach end of support on January 9, 2018. To stay supported, you will need to upgrade. For more information, see Resources to help you upgrade your Office 2007 servers and clients.

ISSUE: Problems signing in with the client

RESOLUTION: To troubleshoot user sign-in issues, use the Validation Wizard option to test Session Initiation Protocol (SIP) sign-in. You can also verify the following:

  • There are no errors or warnings in the event log.

  • The user is enabled and configured properly in the Active Directory Users and Computers snap-in.

  • Office Communications Server User Replicator has finished synchronizing the users information from Active Directory. Check for event codes by the Office Communications Server User Replicator in the event log.

  • All users SIP domains (that is, at least the suffix) are reflected in the global settings SIP Domain list.

  • Client computer trusts the certification authority (CA).

  • Server certificate is configured and is valid for client automatic sign-in (that is, assuming you are not using manual sign-in). The certificate must match the domain suffix of the end-users SIP URI.

  • Office Communications Server Enterprise Edition or Office Communications Server Standard Edition service is running.

  • Server has permission on the database. Check the SQL Server database by using SQL Query Analyzer to ensure that the RTC Server Local Group is a member of the Server Role on the RTC (that is, static) database.

ISSUE: Problems starting the services

RESOLUTION: At times, the Start Services Wizard reports that there are failures starting the services if one or more services do not respond in a timely fashion. This can happen even when all services have started successfully. You can check the Office Communications Server event log to verify that the services have been started. You can also rerun the Start Services Wizard to verify the results.

ISSUE: Problems using the Web Components Server

RESOLUTION:

  • Check the event log for error or warnings.

  • If the user receives an "unauthorized 401" error message, do the following:

    • Verify that the user is enabled for Web conferencing by checking the user properties. For details about configuring these settings, see the Configure Audio/Video Conferencing and Web Conferencing and Create and Enable Users topics in the Deploying Office Communications Server 2007 R2 Enterprise Edition documentation or in the Deploying Office Communications Server 2007 R2 Standard Edition documentation (as appropriate).

    • Verify that the certificate for the Web Components Server has been correctly configured as described in Configure the Web Components Server IIS Certificate in the Deploying Office Communications Server 2007 R2 Enterprise Edition documentation or in the Deploying Office Communications Server 2007 R2 Standard Edition documentation (as appropriate).

    • If you are using a load balancer, and the validation wizard fails with this message, verify that you have configured the fully qualified domain name (FQDN) of the virtual IP (VIP) of the load balancer to allow it to loopback. For details, see Configuring IIS to Allow Load Balancer FQDN for Loopback in the Deploying Office Communications Server 2007 R2 Enterprise Edition documentation.

  • If the user receives an error message that the server is unreachable, verify that the IIS server is running. For Office Communications Server Enterprise Edition, verify that the Web Components Server application pool has a valid service account and that the application pool service is enabled and running by using the Service Control Manager. For Office Communications Server Standard Edition, verify that the Front End Server on which the Web Components Server is running has a valid service account and that the Front End Server service is enabled and is running by using the Service Control Manager.

ISSUE: Client stops responding when joining a conference

RESOLUTION: The certificate on the server may not be configured correctly. Check the event logs on the client and on the server for events that mention certificate-related issues.

ISSUE: Problems with archiving

RESOLUTION: The certificate on the server might not be configured correctly. Check the Office Communications Server event logs on the client and the server for events that mention certificate-related issues:

  • Stop and restart Office Communications Server. Sign out and then sign in again using Office Communicator, and then try to send an instant message. Check the Archiving Server again to see if it is archiving messages.

  • Check that the queue name on the Archiving tab of the Enterprise Edition server or Standard Edition server properties points to a valid queue on the Archiving Server.

  • Check event logs for warnings or errors.

  • If Archiving was enabled after the Front End Server started, restart the Front End Server services (RTCSrv) to apply these changes.

  • Verify that users are enabled for archiving and that archiving is configured on the Enterprise Edition server or Standard Edition server.

ISSUE: When attempting to run Create Enterprise Pool task for Enterprise Edition server, the error message "Error connecting ([Microsoft][ODBC SQL Server Driver][SQL Server]To connect to this server, you must use SQL Server Management Studio or SQL Server Management Objects (SMO).)" appears.

RESOLUTION: If you want to run the Create Enterprise Pool task from the Front End Server and SQL Server 2005 SP2 is the database management system that is running on the Back-End Database Server, you need to install the SQL Server 2005 client tools on the Front End Server.