Troubleshooting Tips

This guide can be used by individuals who need to diagnose issues when configuring Jive for SharePoint.

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
  • 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:

Active Directory user account changes not recognized for SharePoint data consumed in Jive

If you change the login name (sAMAccountName) of an Active Directory (AD) user after the AD user has logged into SharePoint, then the old login is still used when SharePoint provides Jive user information with the activity stream, copy to action, etc. The end result is that the activity is ignored, or an override account is used (if override accounts are configured).

To correct this, the user account must be "migrated" using the stsadm "migrateuser" command to correct the login name in the UserInfo table within the SharePoint content database(s). The following links discuss how to migrate the user:

For more on user overrides, see Adding a SharePoint Location or System Properties for SharePoint Integration.

409 Conflict error

If you see a "409 Conflict" error in SharePoint when you attempt to socialize a SharePoint site to a Jive place. This happens when Jive assumes it's already part of a socialization. Either the Jive place is already connected to another SharePoint site, or there is a disconnect between what Jive and SharePoint assume is socialized. That disconnect can happen if a SharePoint site is un-socialized, but SharePoint cannot communicate with Jive at the time. A warning should be shown, but we allow this to occur by design.

Choose one of the following methods to see if a Jive place is connected to a SharePoint site from Jive's point of view:

"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:
  1. Open up a command prompt and enter IISRESET /STOP.
  2. Go to Administrative Tools > Services and stop the Windows SharePoint Services Timer service.
  3. Open Windows Explorer to C:\Windows\Assembly and look for any Jive.SharePoint.* assembly.
  4. Right-click those that you find, then click Uninstall.

    If you find none, continue to the next step.

  5. Go to Administrative Tools > Services and start the Windows SharePoint Services Timer service.
  6. Open up a command prompt and enter: IISRESET /START.
  7. Re-run the installation.

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.

Error socializing a SharePoint site to Jive

Jive Copy workflow is no longer available for manual initiation, or no longer automatically starts

All configured Jive Copy Workflow associations to any document libraries are disabled across your entire farm and prevent new instances from running when you perform an upgrade of Jive for SharePoint. This also happens across an entire site collection if you disable and re-enable the Jive Copy To Workflow feature in a site collection. To correct this, SharePoint site administrators need to set their Jive Copy workflows to allow new instances. For detailed instructions, see Allowing New Instances for Jive Copy Workflow

Jive installation test fails - SharePoint Administration

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 navigating to 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/spintegration/server
    For example:
    http://jive.mycompany.com/rpc/rest/spintegration/server

Jive user or group avatars not showing up in SharePoint, including web part and user popups

List widget shows broken image icon and/or challenges user for credentials

When the list widget shows images from SharePoint, the image may show up as a broken icon or may challenge the user for SharePoint credentials. This can be fixed by selecting a list view that does not show the image or by configuring the client browser settings to automatically login to SharePoint. See Configuring Client Browser Settings for more details.

Note that Jive users that do not have access to SharePoint will not be able to see the image.

Search URL for SharePoint items in Jive search results shows internal SharePoint URL

If you perform a search in Jive and see SharePoint search results that have the first part of the URL incorrect, it may be due to a configuration issue. This can occur when you use different URLs for the internal and external URLs for a SharePoint Location defined within Jive. The search results should begin with the external URL, but may begin with the internal URL. In SharePoint Central Administration, both URLs should be defined through Alternate Access Mappings. The external URL should be defined using the Alternate Access Mapping for the Default zone.

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 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 location test fails - Jive Admin Console

This describes how to diagnose the issue where you cannot successfully test a SharePoint Location defined within the Jive Admin Console.
  • Perform the diagnostic test, Testing User Connectivity and Search Across Sites in a SharePoint Location in the Diagnosing Integration Issues help topic.
  • 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 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 )
    • 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.
  • 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 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.

SharePoint user activity not showing in Jive

If a SharePoint site is socialized to a Jive place you will only see activity (document updates) from SharePoint users who are also Jive users. If you see activity in Jive for most users but not from a particular user, then it is likely that the user whose activity is not showing up in Jive is not a user in Jive. However, activity for particular users can also be turned off from Corporate Policies. It could be that the user simply needs to log into Jive once for the account to be recognized in Jive or that you need to set up a LDAP synchronization process to ensure that new LDAP users are regularly added to Jive without them having to physically log into Jive. Not that SharePoint activity from service accounts that don't have access to Jive are not supported. The workaround is to use other accounts for the activity or to give those accounts access to Jive.

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.

Jive Doesn't Recognize a SharePoint User After Install/Upgrade

If you are setting the sp-external-id profile property in Jive when the user logs in, SharePoint users will not be able to access SharePoint resources after a plugin install or upgrade until they have logged into . We now have an override in place to set the user name to some common account, but it cannot be set to the real Jive user account if there is no Jive user record with the sp-external-id profile property set (in the multi-domain case).

You should prompt your users to log in to Jive before using Jive Connects for SharePoint each time you install or upgrade the plugin. Users who haven't logged in yet, and whose accounts have not been synchronized through a batch process, may experience some of the following problems:
  • Documents aren't displayed in the Activity Stream
  • Copying to Jive fails
  • The List Widget doesn't function correctly
  • SharePoint web parts show "access denied"
  • Site socialization is not possible
  • You can't associate the Jive Copy workflow to a document library

SharePoint Activity stream times out or generates an error

You may be encountering a high volume of activity, and you can resolve this by limiting the time Jive spends polling for SharePoint activity by reducing the time limit set by the sharepoint.activity.polling.request.initial.timeLimitSeconds and sharepoint.activity.polling.request.timeLimitSeconds system properties. For more on this, see System Properties for SharePoint Integration

Unable to access SharePoint user interface to view or modify socialization settings

In SharePoint 2007 or 2010, if you cannot access the SharePoint user interface, you can still use PowerShell to view and modify the site settings, including the socialization settings, for a specific SharePoint site.
Note: This approach should be done as a last resort when the screens are not working properly for some reason. Using this approach does not perform a handshake with Jive so it can cause SharePoint and Jive to not be in sync.

SharePoint 2007

Download and install PowerShell from Microsoft Support. Once installed, launch PowerShell by going to Start > All Programs > Accessories > Windows PowerShell > Windows PowerShell.

When PowerShell opens, you'll need to load the SharePoint libraries for PowerShell. Do this by copying/pasting the following lines into the PowerShell command window:

[System.Reflection.Assembly]::Load("Microsoft.SharePoint, Version=12.0.0.0, Culture=neutral, PublicKeyToken=71e9bce111e9429c") 
[System.Reflection.Assembly]::Load("Microsoft.SharePoint.Portal, Version=12.0.0.0, Culture=neutral, PublicKeyToken=71e9bce111e9429c") 

To view the settings:

$spsite = [Microsoft.SharePoint.SPSite] ("<root_web_url>")
$web = $spsite.OpenWeb("<relative_site_url>")
$ss = $web.properties["jive.sitesettings"]
$ss

For example:

PS C:\Users\Administrator> $spsite = [Microsoft.SharePoint.SPSite]("http://sharepoint.redlinkmobile.local/")
PS C:\Users\Administrator> $web = $spsite.OpenWeb("/marketing/")
PS C:\Users\Administrator> $ss = $web.properties["jive.sitesettings"]
PS C:\Users\Administrator> $ss
<jiveSiteSettings xmlns="http://jive.com/sharepoint/administration" xmlns:i="http://www.w3.org/2001/XMLSchema-instance"
><InheritParentSettings>false</InheritParentSettings><DefaultJiveInstanceId>1</DefaultJiveInstanceId><SocializationEnab
led>true</SocializationEnabled><SocialTargets xmlns:a="http://schemas.datacontract.org/2004/07/Jive.SharePoint.Common.A
dministration"><a:SocialTarget><a:AccessControl>AllowMetaData</a:AccessControl><a:JiveGroupType>0</a:JiveGroupType><a:J
ivePlaceId>1001</a:JivePlaceId><a:JivePlaceName>Marketing</a:JivePlaceName><a:JivePlaceType>700</a:JivePlaceType><a:Use
rAccountForAccess>SP2007\kliemohn</a:UserAccountForAccess></a:SocialTarget></SocialTargets><StreamingEnabled>true</Stre
amingEnabled><SocializedSite>http://jive.redlinkmobile.local/rpc/rest/spintegration/sites/1000</SocializedSite></jiveSi
teSettings>

If you want to see the XML a little nicer you can copy the text out of the output and paste it in notepad and then format it. Or, you can do the following:

$ssxml = [xml]$ss
$ssxml.jiveSiteSettings
$ssxml.jiveSiteSettings.SocialTargets.SocialTarget                 

For example:

PS C:\Users\Administrator> $ssxml = [xml]$ss
PS C:\Users\Administrator> $ssxml.jiveSiteSettings
                                                
xmlns                 : http://jive.com/sharepoint/administration
i                     : http://www.w3.org/2001/XMLSchema-instance
InheritParentSettings : false
DefaultJiveInstanceId : 1
SocializationEnabled  : true
SocialTargets         : SocialTargets
StreamingEnabled      : true
SocializedSite        : http://jive.redlinkmobile.local/rpc/rest/spintegration/sites/1000
                                                
PS C:\Users\Administrator> $ssxml.jiveSiteSettings.SocialTargets.SocialTarget
                                                
AccessControl        : AllowMetaData
JiveGroupType        : 0
JivePlaceId          : 1001
JivePlaceName        : Marketing
JivePlaceType        : 700
UserAccountForAccess : SP2007\kliemohn           

To clear out the settings simply do the following. Make sure you have saved your site settings into a local variable ($ss) first in case you want to set them back!

$web.properties["jive.sitesettings"] = ""
$web.properties.update()                         

If you go to your site socialization page you should see a notice in red that "This site is inheriting Jive Socialization Settings from its parent site." In addition, the rest of the screen should be disabled with the "No Socialization" option selected.

To change your site settings back simply do the following:

$web.properties["jive.sitesettings"] = $ss
$web.properties.update()                   

Now if you go to your site socialization page you should see it back the way it was before.

If you want to modify just pieces of the settings you can do something like the following:

$ssxml.jiveSiteSettings.StreamingEnabled = "false"
$web.properties["jive.sitesettings"] = $ssxml.outerxml
$web.properties.update()                                  

SharePoint 2010

Open the PowerShell command prompt on the SharePoint server by navigating to Start > All Programs > Microsoft SharePoint 2010 Products > SharePoint 2010 Management Shell.

To view the settings:

$web = Get-SPWeb <site_url>
$ss = $web.properties["jive.sitesettings"]
$ss                

For example:

PS C:\Users\Administrator> $web = Get-SPWeb http://sharepoint.redlinkmobile.local/marketing
PS C:\Users\Administrator> $ss = $web.properties["jive.sitesettings"]
PS C:\Users\Administrator> $ss
<jiveSiteSettings xmlns="http://jive.com/sharepoint/administration" xmlns:i="http://www.w3.org/2001/XMLSchema-instance"
><InheritParentSettings>false</InheritParentSettings><DefaultJiveInstanceId>1</DefaultJiveInstanceId><SocializationEnab
led>true</SocializationEnabled><SocialTargets xmlns:a="http://schemas.datacontract.org/2004/07/Jive.SharePoint.Common.A
dministration"><a:SocialTarget><a:AccessControl>AllowMetaData</a:AccessControl><a:JiveGroupType>0</a:JiveGroupType><a:J
ivePlaceId>1001</a:JivePlaceId><a:JivePlaceName>Marketing</a:JivePlaceName><a:JivePlaceType>700</a:JivePlaceType><a:Use
rAccountForAccess>SP2010\kliemohn</a:UserAccountForAccess></a:SocialTarget></SocialTargets><StreamingEnabled>true</Stre
amingEnabled><SocializedSite>http://jive.redlinkmobile.local/rpc/rest/spintegration/sites/1000</SocializedSite></jiveSi
teSettings>                                                

If you want to see the XML a little nicer you can copy the text out of the output and paste it in notepad and then format it. Or, you can do the following:

$ssxml = [xml]$ss
$ssxml.jiveSiteSettings
$ssxml.jiveSiteSettings.SocialTargets.SocialTarget                        

For example:

PS C:\Users\Administrator> $ssxml = [xml]$ss
PS C:\Users\Administrator> $ssxml.jiveSiteSettings
                                                
xmlns                 : http://jive.com/sharepoint/administration
i                     : http://www.w3.org/2001/XMLSchema-instance
InheritParentSettings : false
DefaultJiveInstanceId : 1
SocializationEnabled  : true
SocialTargets         : SocialTargets
StreamingEnabled      : true
SocializedSite        : http://jive.redlinkmobile.local/rpc/rest/spintegration/sites/1000
                                                
PS C:\Users\Administrator> $ssxml.jiveSiteSettings.SocialTargets.SocialTarget
                                                
AccessControl        : AllowMetaData
JiveGroupType        : 0
JivePlaceId          : 1001
JivePlaceName        : Marketing
JivePlaceType        : 700
UserAccountForAccess : SP2010\kliemohn                             

To clear out the settings simply do the following. Make sure you have saved your site settings into a local variable ($ss) first in case you want to set them back!

$web.properties["jive.sitesettings"] = ""
$web.properties.update()                                             

If you go to your site socialization page you should see a notice in red that "This site is inheriting Jive Socialization Settings from its parent site." In addition, the rest of the screen should be disabled with the "No Socialization" option selected.

To change your site settings back simply do the following:

$web.properties["jive.sitesettings"] = $ss
$web.properties.update()                                             

Now if you go to your site socialization page you should see it back the way it was before.

If you want to modify just pieces of the settings you can do something like the following:

$ssxml.jiveSiteSettings.StreamingEnabled = "false"
$web.properties["jive.sitesettings"] = $ssxml.outerxml
$web.properties.update()