Troubleshooting the Meeting server

Use this information on troubleshooting and logging tools to diagnose and resolve problems affecting the HCL Meeting server.

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Sametime Meetings Common Issues

Q1. Install is complete, but I can't access the meeting homepage?

A1. Run the following command from Linux Shell: 

docker-compose logs -f nginx
Sample error from the log: 
nginx_1       | [cont-init.d] 10-config: exited 0.
                    nginx_1       | [cont-init.d] 10-set-server-env: executing...
                    nginx_1       | [cont-init.d] 10-set-server-env: exited 0.
                    nginx_1       | [cont-init.d] done.
                    nginx_1       | [services.d] starting services
                    nginx_1       | [services.d] done.
                    nginx_1       | nginx: [emerg] host not found in upstream "chat.mysametimetrial.com" in /config/nginx/meet.conf:18
                    nginx_1       | nginx: [emerg] host not found in upstream "chat.mysametimetrial.com" in /config/nginx/meet.conf:18
                    nginx_1       | nginx: [emerg] host not found in upstream "chat.mysametimetrial.com" in /config/nginx/meet.conf:18
The SAMETIME_PROXY_HOST and SAMETIME_PROXY_PORT values are in the custom.env file. These values must be reachable by the docker container. If you see "host not found in upstream", update or correct DNS so the host is resolvable. Alternatively, the docker-compose.yaml file can be updated so the host name is resolvable locally. Add the host name and IP to the "extra_hosts" setting in the nginx section of the docker-compose.yaml file (at the bottom). To enable the changes, restart by running the commands "docker-compose down" and "docker-compose up -d".

Q2. Sametime Meeting login page is successful, but 'oops' message is received when logging in?

A2. Check and confirm:
  • If the meetings policy is enabled on the Sametime Community server.
  • If JWT secrets are correct enabled on the Sametime Community server.
  • If you can log in to the Sametime Community and Proxy servers after making the JWT changes.
  • Check that the proxy hostname is resolving as expected in the docker container. 500 error in nginx logs on the /user/connect request will be found if this is the case.
  • Review NGINX logs from the Meeting server.
  • If Google Chrome browser is being used.
    Note: Firefox is not supported in Sametime Meetings Pre-Release 11.5.

Sametime Meetings Common Installation Issues

Q1. Confirm if the user has the appropriate permissions?

A1.Run the command: docker-compose logs -f nginx. If "Permission denied" is returned the user does not have the appropriate permissions. 
nginx_1       | [s6-init] making user provided files available at /var/run/s6/etc...exited 0.
                    nginx_1       | [s6-init] ensuring user provided files have correct perms...exited 0.
                    nginx_1       | [fix-attrs.d] applying ownership and permissions fixes...
                    nginx_1       | [fix-attrs.d] done.
                    nginx_1       | [cont-init.d] executing container initialization scripts...
                    nginx_1       | [cont-init.d] 01-set-timezone: executing...
                    nginx_1       | [cont-init.d] 01-set-timezone: exited 0.
                    nginx_1       | [cont-init.d] 10-config: executing...
                    nginx_1       | mkdir: cannot create directory '/config/nginx': Permission denied
                    nginx_1       | mkdir: cannot create directory '/config/keys': Permission denied

Q2. When running ./install.sh, recieve docker-compose: command is not found.

A2. For example: 
Example:
                    Starting composition...
                    ./install.sh: line 48: docker-compose: command not found
                    [root@meetings tmp]#
If you recieve docker-compose: command is not found, confirm docker-compose is correctly installed. For more information, see Install Docker Compose.

Q3. Entering a Meeting, receiving infinite "Loading Meeting..."

A3. Confirm the DOCKER_HOST_ADDRESS in the custom.env file is correct and a rout-able IP address.

Q4. Sametime Meeting install fails, what is needed before running the install again?

A4. When an Sametime Meetings install fails, delete the ./jitsi-config directory before attempting another install.

Sametime Meetings Best Practices

  • Run this command to access the docker shell:docker-compose exe auth /bin/sh
  • From the docker shell you can confirm DNS, firewalls and other details that may differ from the host system.
  • To start and stop the Sametime Meetings server, run these commands from Linux shell:
    • To Start:docker-compose up -d
    • To Stop:docker-compose down

Q1. Sametime Meetings install fails, what is needed before running the install again.

A1. When Sametime Meetings install fails, delete the ./jitsi-config directory before attempting another install.

Q2. For Sametime Meeting issues, what logs should be collected?

A2. The Meeting server services/container logs will vary depending on the issue.

  • For Meeting page failing to load or Login issues, get NGINX logs with relevant times.
  • For Meeting Recording issues, get JIBRI logs with relevant times.
  • For Meeting Loading issues or STUN issues, get JVB logs with relevant times.