Troubleshooting Tips

Generic Troubleshooting

The following tips can be useful for general troubleshooting of the connector within Jive and/or SharePoint.

Note: In addition to the log information you can get as described here, you can also get log information from Jive. In the product documentation, see the "Getting Application Logs."

SharePoint logs

The SharePoint ULS logs can contain detailed information about SharePoint and the connector itself.

The tracing level can be configured from SharePoint Central Administration > Operations > Farm Configuration for Jive in the Event Logging section.
The log files are stored in a directory which can be determined by going to SharePoint Central Administration > Operations > Diagnostic Logging. There you can see the Path for the Trace Log.
- From this same page you can also specify the logging level for “Jive Integration Diagnostics” in the Event Throttling section. Only the trace log setting is used (not the event log setting). This is the same setting done from the Farm Configuration for Jive page.
After changing the logging level you should perform an IISRESET on every web front end in the farm.
When looking at the log files, you can tend to ignore the “PSCDiagnostics” files. These are post setup configuration files.

IIS Logs

SharePoint runs under ASP.NET and IIS (Internet Information Server). IIS provides log files that contain all requests. This can be useful in debugging Jive communication to SharePoint.

In order to look at the log files, you need to know which IIS web site is used for SharePoint. One way to figure this out is go to SharePoint Central Administration > Application Management > Web Application List. The names along the left tend to match the IIS web site names and are matched with the URLs used to access SharePoint.

Unfortunately, names can be changed. The only way to know for sure is to look at more detailed IIS settings around ports and host headers, but this isn't usually required.
Once you know the IIS web site, you can use the information based on your IIS version to find the log files.
Note that you may need to look at log files on multiple machines, especially if you have several web front ends (WFEs) in your SharePoint farm.

There are two versions of IIS in use: IIS 6.0 and IIS 7.0. Your IIS version may affect where the log files are stored.

In IIS 6
- Run IIS6 from a SharePoint server (Start > Administrative Tools > Internet Information Services (IIS) Manager).
  - Right-click the web site and choose Properties.
  - Go to the Web Site tab and towards the bottom is a logging section.
  - Click on the Properties button to see the log file directory and the log file name (which contains an important subdirectory -– the ID noted below).
  See also: http://www.microsoft.com/technet/prodtechnol/WindowsServer2003/Library/IIS/3e27a577-a6e3-4b0b-9379-68efb5d52ee9.mspx?mfr=tru
- Defaults to %SystemDrive%\WINDOWS\system32\LogFiles\W3SVC<ID>
In IIS 7
- Run IIS7 from a SharePoint server (Start > Administrative Tools > Internet Information Services (IIS) Manager).
  - Click on the web site.
  - Double-click Logging to see the directory.
  - Click on the web site again.
  - Click Advanced Settings on the right of the page.
  - Note the ID so can find the subdirectory for the log files (see below).
- Defaults to %SystemDrive%\inetpub\logs\LogFiles\W3SVC<ID>
See also: http://technet.microsoft.com/en-us/library/cc732079(WS.10).aspx

Advanced Network Monitoring

Some more advanced diagnostic options involve using network monitoring tools such as:

Client Browser Network Activity Monitoring. You can use a tool such as Fiddler (http://www.fiddlertool.com/fiddler/version.asp) or Charles (http://www.charlesproxy.com/) to watch activity from your browser. This can be useful to understand client-to-server activity issues.
Server Network Activity Monitoring. You can use a tool like TcpMon (https://tcpmon.dev.java.net/) or WireShark (http://www.wireshark.org/download.html). The former is easier to use but requires setting up a proxy. The latter is much more advanced.

Jive Administration – SharePoint Location Test Fails

This describes how to diagnose the issue where you cannot successfully test a SharePoint Location defined within the Jive admin console.

Ensure that SharePoint has the bits installed.
Ensure that the SharePoint service account has access to the location (try to log into that SharePoint location with that service account). The SharePoint service account should have read access to the site defined by the location external/internal location URL and for sites within that location that are socialized to Jive.
Check the impersonation settings (Central Admin > Operations > Farm Configuration for Jive)
- If not using Kerberos:
  - Set Impersonation = Allowed.
  - Recommend that Valid Incoming IP Addresses is blank initially. When setting this, realize that you may need IPv4 and IPv6 addresses of all Jive servers. In addition, you may need to enter the IP addresses of load balancers immediately in front of SharePoint web front ends.
  - Recommend that Valid Incoming Service Accounts is blank initially. When setting this simply enter all SharePoint service accounts specified in the Jive console under SharePoint locations. Use the user check icon to validate the entry.
- If using Kerberos:
  - Set to the non-Kerberos settings above initially to ensure that Kerberos is not the issue. Then set Impersonation to “Prevented Except for Activity Streams” and update the Valid Incoming IP Addresses and Valid Incoming Service Accounts appropriately.
In a browser, go to the SharePoint site associated for the SharePoint Location. Log in as account specified in Jive for the SharePoint Location and go to Site Actions > Site Settings. Then click the Diagnostics link under the Jive group (<sharepoint_site>/_layouts/jive/pages/diagnostics.aspx).
- Follow the instructions on the page for the “Web Service Test”
- If possible run the browser from the Jive server to validate that the Jive server can access a SharePoint server.

SharePoint Administration – Jive Installation Test Fails

This describes how to diagnose the issue where you cannot successfully test a Jive installation defined within SharePoint Central Administration > Operations > Manage Jive Installations.

Ensure that Jive has the plugin installed.
Ensure that the Jive service account has access to Jive (try to log into Jive with that service account).
Check Jive web service settings (Jive admin console > System > Settings > Web Services)
- Ensure that "REST Web Services" are enabled.
- Check the User Access section.
  - Recommend that "All Registered Users" is used initially.
  - If you are using "Only Specified Users" or "Specific Groups" make sure the jive service account is addressed. If you make a change you need to restart Jive for this to take effect.
Make sure you have the SharePoint web front end (WFE) IPv4 and/or IPv6 addresses in the Jive admin System Property sharepoint.ip.restrictions. Note that if you have several WFEs, you need to add IP addresses for each. Consider adding 127.0.0.1 if all else fails.
Try hitting the following URL with your browser to see the response. Recommend using IE because it nicely formats XML results, but any browser should do.
```
<jive_internal_url>/rpc/rest/sharepoint/getFollowedPlaces/<service_acct_without_domain_name>
```
For example:
```
http://jive.mycompany.com/rpc/rest/sharepoint/getFollowedPlaces/jivesvcacct 
```

"Cannot add the specified assembly to the global assembly cache" Error During Installation

While installing, if you encounter an error such as "Cannot add the specified assembly to the global assembly cache," on each SharePoint Server do the following:

Open up a command prompt and enter IISRESET /STOP.
Go to Administrative Tools > Services and stop the Windows SharePoint Services Timer service.
Open Windows Explorer to C:\Windows\Assembly and look for any Jive.SharePoint.* assembly.
Right-click those that you find, then click Uninstall.
If you find none, continue to the next step.
Go to Administrative Tools > Services and start the Windows SharePoint Services Timer service.
Open up a command prompt and enter: IISRESET /START.
Re-run the installation.

Error Socializing a SharePoint Site to Jive

If you see an error containing "Unable to register new activity feed with Jive due to Server returned HTTP response code: 400", then verify that the SharePoint service account (defined within the Jive admin console under SharePoint Locations) has access to the SharePoint site you are trying to socialize.
If you see an error saying "Error registering WebDeleting event receiver," Jive has added the unified feed, but if this SharePoint site is deleted, Jive will not be notified and the feed will not be removed from Jive.
Validate that the SharePoint service account use by Jive (specified in SharePoint Locations within Jive) has access to the SharePoint site being socialized.

Jive User or Group Avatars Not Showing Up in SharePoint (including Web Part Popups, User Popup)

Go to Jive admin console > System > Management > System Properties and make sure the "jiveURL" property is the same as the Jive External URL defined in the Jive Installation within SharePoint (Central Administration > Operations > Manage Jive Installations)
(Advanced) Using a tool like Fiddler can help here.

Users Repeatedly Prompted for Credentials

Anonymous users are not supported with the connector. If you allow anonymous access to a SharePoint site where the Jive Web Parts feature is activated, any page in the site will can cause anonymous users to be prompted for a username and password multiple times. A partial workaround is to turn off all global features (SharePoint Central Administration > Operations > Farm Configuration for Jive) and to not show any of the Jive web parts on pages accessed by anonymous users.

Cannot Add Web Parts to a SharePoint Page

Make sure you are using IE. Firefox and other browsers are not level 1 browsers within SharePoint 2007 and cannot do all functions.

Cannot Associate "Copy To" Workflow to a Library

To use the workflow you must have the "Jive Copy To Workflow" site collection feature activated. This is done by the installer, but must be manually activated on site collections not selected during the installation. To activate, log in as a site collection administrator and go to Site Settings > Site Collection features on the root site in your site collection. Then activate the "Jive Copy To Workflow" feature. Note that this can only be used on SharePoint libraries, not on regular SharePoint lists.

Searching SharePoint from Jive Fails

In a browser, go to the SharePoint site associated for the SharePoint Location. Log in as account specified in Jive for the SharePoint Location and go to Site Actions > Site Settings. Then click on the Diagnostics link under Jive group (<sharepoint_site>/_layouts/jive/pages/diagnostics.aspx).

Follow the instructions on the page for the “Search Impersonation Test”. Take careful note of the requirements for search impersonation.
If possible run the browser from the Jive server to validate that the Jive server can access a SharePoint server.

SharePoint Site Admin Pages Show "Error" and "Unknown Error"

If the SharePoint site administration pages (including Jive Site Settings, Jive Socialization Settings, View Jive Activity Streams, Diagnostics) show "Error" and "Unknown Error," it is likely because the web application feature was not properly activated.

To fix this go to SharePoint Central Administration > Application Management > Manage Web Application Features and use the drop down near the top right of the page to select the web application where the problem occurs. Activate the Jive Infrastructure feature. If it is already active, deactivate it and then activate it.

The Jive Infrastructure feature copies resource files to the App_GlobalResources directory for the web application. Each SharePoint web application has a web site directory (for example, C:\Inetpub\wwwroot\VirtualDirectories\80) that has an "App_GlobalResources" subdirectory. If the following files are not in this subdirectory, the administrative pages will fail to load:

JiveGlobalResources.de-de.resx
JiveGlobalResources.es-es.resx
JiveGlobalResources.fr-fr.resx
JiveGlobalResources.it-it.resx
JiveGlobalResources.ja-jp.resx
JiveGlobalResources.resx
JiveGlobalResources.zh-cn.resx.

These files are copied from the Resources directory under the SharePoint root (for example, C:\Program Files\Common Files\Microsoft Shared\web server extensions\12\Resources). If these files are not in place for your web application, you can copy them there manually, but this is not recommended because it is likely the other updates by the Jive Infrastructure feature were not performed, and this does not handle every web front end.

The recommended fix is to deactivate and re-activate the Jive Infrastructure feature on your web application.