Home
HCL Sametime® Administration Guide 12.0.1
Troubleshooting
This section provides information on troubleshooting and supporting Sametime environments.
Troubleshooting Sametime clients
Use this information on troubleshooting and logging tools to diagnose and resolve problems affecting the HCL Sametime clients.
Collecting Sametime client configuration and log data
You can collect client logs and configuration data into a zip file.

HCL Sametime® Administration Guide 12.0.1
- Accessibility features for Sametime
  Accessibility features help users who have a disability, such as restricted mobility or limited vision, use information technology products successfully. HCL® strives to provide products with usable access for everyone.
- What's new
  HCL Sametime and HCL Sametime Premium 12.0.1 provide many new features, enhancements and fixes to servers and clients. Additional releases to version 12.0.1 also provides updates to the product.
- Planning
  This section describes the system requirements and server configurations needed for HCL Sametime and HCL Sametime Premium.
- Installing
  This section provides information on installing the servers for Sametime and Sametime Premium.
- Configuring
  This section provides information on configuring the HCL Sametime server. Configuration tasks are dependent on the deployment environment.
- Securing
  This section provides information on securing your HCL Sametime environments.
- Administering
  This section provides information on administering on Sametime environments.
- Troubleshooting
  This section provides information on troubleshooting and supporting Sametime environments.
  - Working with HCL support
    HCL support is available to provide technical assistance with obtaining a solution to problems with Sametime.
  - Troubleshooting Sametime on Docker
  - Troubleshooting Sametime on Kubernetes
  - Troubleshooting Sametime clients
    Use this information on troubleshooting and logging tools to diagnose and resolve problems affecting the HCL Sametime clients.
    - Collecting Sametime client configuration and log data
      You can collect client logs and configuration data into a zip file.
    - Logging and tracing on the Sametime Embedded and Connect clients
      Trace logs are stored in a workspace folder on the user's local hard drive or a network drive. Sametime Embedded and Connect client users can enable tracing on their client with the following instructions.
  - Resolving problems with business cards
    If business cards are not displaying user information as expected, first check the server configuration, then the client, and finally, the business cards themselves.
- Uninstalling Sametime
  In the event that Sametime must be removed, follow the procedure for the platform that Sametime is installed on.
- Migrating and Upgrading
  This section provides information on migrating data from an earlier release to Sametime 12.
- Notices

Collecting Sametime client configuration and log data

You can collect client logs and configuration data into a zip file.

Procedure

Go the Collect Support Data window.
- In the Notes embedded client, click Help > Support > Collect Support Data.
- In the stand-alone Connect Client, click Gear icon > Help > Support > Collect Support Data.
Optional: Select Enable Customized Tracing, and then click Next.
Optional: Select one or more Sametime options, and then click Next.
If you want to reproduce the issue, click Collect. When the collection completes, a link to the collection zip file is provided.

Rate this topic

5 stars 4 stars 3 stars 2 stars 1 star

Comment on this topic.

By clicking this box, you acknowledge that you are NOT a U.S. Federal Government employee or agency, nor are you submitting information with respect to or on behalf of one. HCL provides software and services to U.S. Federal Government customers through its partners immixGroup, Inc. Contact this team at https://hcltechsw.com/resources/us-government-contact. Do not include any personal data in this Comment box. Note: To report a problem or question about the product software, do not use this form. Instead, go to the HCL Software Support site.