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HCL Sametime® Administration Guide 12.0.1
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.

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.
  - 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

Working with HCL support

HCL support is available to provide technical assistance with obtaining a solution to problems with Sametime.

To request technical assistance, open a support case with HCL to work with a support engineer in resolving the problem. See How to open HCL Support case knowledge article for details.

When working with the support engineer the following information is helpful in understanding the problem. Having the following information before talking with the support engineer saves time and reduces multiple calls.

Time and date the problem was reproduced
Problem scope, such as are all users or only certain users impacted, does the problem occur when performing specific task, and more
Names of the user accounts involved.
Steps to reproduce the problem
Errors received by users

You might be asked to share files with HCL support, see the HTTPS and SFTP upload and download instructions knowledge article for details.

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