Troubleshooting connectivity to IBM Connections


 Product:
 Export Utility for Lotus Notes / Domino > Export to IBM Connections > Version All

 Platform(s):
 All

 Edition(s):
 All

 Doc Number:
 1000093
Published 07-Oct-2016
Last Updated: 07-Dec-2018

 Problem

When testing the connection to an IBM Connections server you get an error indicating a connection could not be made to the server or authentication failed.

 Solution

When testing the connection to an IBM Connections server one of the following message boxes is displayed:

Shown below is a list of things to check in troubleshooting the cause of the issue.

Ensure connections to the server are being done using https
Most connections to IBM Connections servers use https so if the server url does not start with https then add it. For example: https://www.ibmconnections.com or https://www.ibmconnections.com:443.

Port number not appended to server address
If you don't have the SSL port number appended to the server URL try adding it. For example: http://www.ibmconnections.com:443 or https://www.ibmconnections.com:443. Conversely if you've added it you could try removing it.

Check username / password
Ensure the entered username and password are correct

Connect directly to the IBM Connections server
You should try connecting directly to the IBM Connections server using a web browser to ensure you can successfully connect to it.

The Export Utility uses the following addresses to test connectivity and logins:
  • /homepage/login
  • /forums/auth/login

In a web browser type in the url of your IBM Connections server and append the above links to the address (one at a time). For example:
https://connections6.ibmcollabcloud.com/homepage/login
https://connections6.ibmcollabcloud.com/forums/auth/login

If an error displayed this indicates there is a problem with your IBM Connections server. You should troubleshoot it with your IBM Connections server support / administrator personnel.

Ensure the IBM Connections server SSL certificate is valid
Connectivity problems often occur when the SSL certificate on the IBM connections server is invalid or has expired. You should be able to verify this by connecting to the addresses in the previous step. Your IBM Connections server administrator should also be able to verify this.

Check the Error Logs view
Check the Error Logs view of the Export Utility to see if any errors have been logged.

If you find an error indicating that No Trusted Certificate was found this indicates the Lotus Notes client JVM does not have a copy of the root certificate in common with the target IBM Connections server that it can validate the SSL certificate with. This may be due to the SSL certificate on the target IBM Connections server being self-certified or created using a certifying authority not included in the list of standard root certificates in the Lotus Notes client. Please refer to the following PDF file for the steps on adding the root certificate into the Notes Client JVM so that the SSL certificate can be validated.


Importing SSL Certificate Authority.pdfImporting SSL Certificate Authority.pdf

Check the Java Debug Console
Java processing messages are written to the Java Debug console and any errors that occur during communications with the IBM Connections server are also displayed in the console. To open the console select 'Tools' from the Lotus Notes menu then select 'Show Java Debug Console'. For Lotus Notes 7.x select 'File' from the Lotus Notes menu then select 'Tools' and then 'Show Java Debug Console'.

If the Java Debug Console doesn't open shutdown the Lotus Notes client and then restart it. When the Lotus Notes client has started try connecting to the IBM Connections server then open the Java Debug Console.

Check for any errors logged in the console.

Update the Java.policy file
The Lotus Notes JVM may be blocking calls the Export Utility is making to connect to the IBM Connections server. To resolve this the Lotus Notes Java.policy file must be updated.

The file can be updated directly from the Export Utility or manually.

To update the file from the Export Utility please follow these steps:
  • Open the Export Utility in the Lotus Notes client
  • Select the 'Actions' option from the Lotus Notes menu then select 'Install' and then 'Java Libraries - Install'.
  • Under the Install tab select 'No' for the option to install the Java libraries.
  • Click the Advanced tab
  • De-select the checkbox next to 'Check and update Java Heap Size'
  • De-select the checkbox next to 'Create / update JavaUserOptions file'
  • The only option that should be selected is 'Update JVM Security Policy settings'
  • Now click the Install Java Libraries button
  • If you get an error advising the file could not be updated you will need to update it manually.

Please refer to the following support note on our website for instructions on manually updating the file ... Database 'AGECOM Support Notes', View '1. Search', Document 'Cannot update security settings in java.policy: File is read-only'

After updating the security settings the Lotus Notes client must be restarted. Try connecting to the IBM Connections server again.

Enable Debugging
The debugging feature of the Export Utility will provide detailed logging information from the Notes Client's attempt to connect to the IBM Connections server.

To enable debugging open the Export Utility then select 'Actions' from the Lotus Notes menu and then select 'Tools' and then 'Debugging - Enable' - make sure the Debugging Level is set to Verbose in the debugging settings box.

Re-open the export profile document for the IBM Connections server export. When you open it you will be prompted to disable debugging - ensure you click 'No' to leave debugging enabled. Select the option to test the connection to the IBM Connections server again then close the export profile. Select the 'Debug Logs' view from the left-hand navigation pane of the application. Locate the debug document which has a type of 'IBM Connections' and open it. Review the information provided in the debug log document to see if it provides more details as to the cause of the problem. You should also disable debugging after this.

Require further assistance?
If you are unable to resolve the problem and require further assistance please contact us.



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