How to Troubleshoot Missing Email Addresses in Exported IM Conversations

Article:TECH85704  |  Created: 2007-01-19  |  Updated: 2011-01-06  |  Article URL http://www.symantec.com/docs/TECH85704
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Many Email Archiving systems require email addresses in the exported IM conversations. This article describes how to troubleshoot the situtation when the exported IM conversations do not include the expected email addresses.

Troubleshooting


Using the steps below helps you narrow down the reason as to why an exported IM conversation does not have the expected email addresses.  This procedure can also help identify situations where export is not used but email addresses are not visible in the other parts of the IM Manager product where expected. This procedure also applies to attributes other than email address that are synchronized from an LDAP source.

Prior to starting this process identify an IM name within the conversation which is expected to have an IM name. Also identify the date and time of the IM conversation. This information is obtained from the exported IM message.

Check the IM Manager Reviewer Console
 

    The reviewer console allows you to see all the IM messages in the IM Manager database.

     

    1. Open the IM Manager Reviewer Console.
    2. Configure Reviewer Console to display email addresses.
      1. Click on Preferences.
      2. Check the checkboxes under Corporate (LDAP) Directory Fields. Click Submit
      3. Click on Search Archive.
        • NOTE: If you do not see mail listed under the Corporate (LDAP) Directory Fields then IM Manager is not configured to synchronized email addresses from the LDAP source. See section Mail Attribute is not Synchronized in the Solution section.
    3. Search for the IM Conversation. Enter appropriate search criteria to find the IM conversation. You can use the IM name and date and time identified previously.
    4. If the IM conversation does contain email addresses see section Reviewer Console Does Contain Email Addresses.
    5. If the IM conversation does not contain email addresses see section Reviewer Console Does not Contain Email Addresses.


Reviewer Console Does Contain Email Addresses

 


Reviewer Console Does not Contain Email Addresses

 

    You have determined that the IM conversation does not contain email addresses.

     

    1. Check to see if the IM user is registered. If the column Sender Name (or Recipient Name as appropriate) is the same as the Sender IM then the user was not registered at the time the conversation took place.
    2. If the IM user is registered see section IM User was Registered at the Time the Conversation Took Place.
    3. If the IM user was not registered see section IM User was not Registered at the Time the Conversation Took Place.


IM User was Registered at the Time the Conversation Took Place


    You have determined that the user was registered at the time the conversation took place.

     

    1. Open the IM Manager Administration Console.
    2. Click on Administration tab.
    3. Click on User Management > Modify Users.
    4. Enter the IM name into the IM Name textbox. Click Submit.
    5. Click the Edit icon for the user.
    6. If the unique identifier is not of the form {8852080f-f0b5-40d2-b837-be99a6f50689} then the IM name registration is not match to an Active Directory Windows Account. See section IM Name Registration Not Matched to an Active Directory Windows Account under the Solution section.
      NOTE: If the primary LDAP source is not Active Directory then the unique ID format may be different.

    7. Click on Settings tab.
    8. Click on LDAP Directory Integration|Field Selection.
    9. If mail is not listed under Corporate (LDAP) Directory Fields then see section Mail Attribute Not Synchronized under the Solution section.
    10. If mail is listed under Corporate (LDAP) Directory Fields then see section Mail Attribute Is Synchronized section.


IM User was not Registered at the Time the Conversation Took Place

 

    You have identified that the IM user was not registered at the time the IM conversation took place.

     

    1. Open the IM Manager Administration Console.
    2. Click on Administration tab.
    3. Click on User Management > Modify Users.
    4. Enter the IM name into the IM Name textbox. Click Submit.
    5. If the user is registered see section User Is Newly Registered under the Solution section.
    6. If the user is not registered and the protocol is Reuters IM then see section Exporting Reuters IM Conversations under the Solution section.
    7. Otherwise see section User is Not Registered under the Solution section.

      There may be instances where Yahoo offline messages were logged when they should not have been. See KB Yahoo Offline Messages Are Logged for Unregistered User But Not Delivered for details.
      The conversations may have been in the case where the user was blocked from IM conversation but the actual IM Manager notification message is logged. See KB Messages Blocked Due to Registration Are Logged for details.
       


Mail Attribute Is Synchronized

 

    You have determined that the field mail is selected for synchronization from LDAP.

     

    1. Open the IM Manager Administration Console.
    2. Click on Settings tab.
    3. Click on LDAP Directory Integration > Field Selection.
    4. Find the value listed in the textbox Directory UniqueID (AD).
    5. For the IM protocol affected find the row in the section Advanced Settings: Messages Table Mapping and Account Name Import.
    6. Ensure that the dropdown value for Unique ID in Directory is the save value as found in step 4 above. Ensure that the dropdown value for Unique ID in IM Database is Unique ID.
    7. If the dropdown values are not the expected values then see section Advanced Settings Message Mapping Incorrect under the Solution section.
    8. If the dropdown values are the expected values, then see section Advanced Settings Correct section.


Advanced Settings Correct


    You have determined that the advanced settings for LDAP are correct.

     

    1. Open the Computer Services Control Panel.
    2. Ensure that the IM Manager service LDAPUpdateService is running.
    3. If the LDAPUpdateService is not running see section LDAPUpdateService not Running under the Solution section.
    4. If the LDAPUpdateService is running see section LDAPUpdateService Running section.


LDAPUpdateService Running

 

    You have determined that the LDAPUpdateService is running.

    1. Run an IM Manager GetDiagnostics using the KB article How to Run GetDiagnostics Tool.
    2. Open the ZIP file generated on the root of the C drive.
    3. Open the file dbLdapMirror.csv.
    4. Find the row that contains the user searched for. Look at the value of the mail column.
    5. If the value of the mail column is empty then see section LDAP Source Does not Contain Email Addresses in the Solution section.
    6. If the LDAP Source does contain email addresses then see section LDAP Source Contains Email Addresses.

LDAP Source Contains Email Addresses
 

    You have determined that the LDAP source does contain email addresses.



 

 


Solution



User is Newly Registered
 

    If you wish to correct the previous IM conversations use section Update Existing Messages with Email Addresses When Messages Logged Before IM Name Registration from the KB How To Enable IM Manager to Re-Process IM Messages With LDAP Data.

    Go back into the IM Manager Reviewer Console and verify the email addresses are attached. If not, go back through the troubleshooting steps.

     

User is Not Registered

 

    Register the user. After the user is registered if you wish to correct the previous IM conversations use section Update Existing Messages with Email Addresses When Messages Logged Before IM Name Registration from the KB How To Enable IM Manager to Re-Process IM Messages With LDAP Data.

    Go back into the IM Manager Reviewer Console and verify the email addresses are attached. If not, go back through the troubleshooting steps.

     

Mail Attribute Not Synchronized

 

    1. Add mail field for synchronization.
      1. Open the IM Manager Administration Console.
      2. Click the Settings tab.
      3. Select the page LDAP Directory Integration > Field Selection.
      4. Click the hyperlink Add or Remove Fields From Directory.
      5. Click the checkbox next to the mail field.
      6. Click Submit.
    2. Perform a successful Mirror Sync.
      1. Click on the page LDAP Directory Integration > Synchronization.
      2. Check the checkbox Perform a cache update at the next opportunity box.
      3. Click the Submit button.
      4. Click on the page LDAP Directory Integration > History.
      5. Look for an entry where the Job Type is Mirror Sync. Ensure it is successful.
    3. If you wish to correct the previous IM conversations use section Update Existing Messages with Email Addresses When Messages Logged Before IM Name Registration from the KB How To Enable IM Manager to Re-Process IM Messages With LDAP Data.
    4. Go back into the IM Manager Reviewer Console and verify the email addresses are attached. If not, go back through the troubleshooting steps.

IM Name Registration Not Matched to an Active Directory Windows Account

 

    1. Determine the AD user the IM name should belong to. Search the LDAP users from the Modify Users page in the IM Manager Administration Console.
    2. Remove the existing IM name registration. Click the Edit icon next to the existing name registration. Delete the name registration.
    3. Register the IM name with the appropriate AD user. Search the LDAP users from the Modify Users page. Click the Edit icon next to the appropriate LDAP user. Enter the new IM name registration.
    4. If you wish to correct the previous IM conversations use section Update Existing Messages with Email Addresses When Messages Logged Before IM Name Registration from the KB How To Enable IM Manager to Re-Process IM Messages With LDAP Data.
    5. Go back into the IM Manager Reviewer Console and verify the email addresses are attached. If not, go back through the troubleshooting steps.

Advanced Settings Message Mapping Incorrect

 

    Correct the settings:

     

      1. Open the IM Manager Administration Console.
      2. Click the Settings tab.
      3. Select the page LDAP Directory Integration > Field Selection.
      4. Find the value listed in the textbox Directory UniqueID (AD).
      5. For each IM protocol in the section Advanced Settings: Messages Table Mapping and Account Name Import section ensure that the dropdown value for Unique ID in Directory is the same value as found in step 4 above. Ensure that the dropdown value for Unique ID in IM Database is Unique ID.
      6. Click Submit.
    If you wish to correct the previous IM conversations use section Update Existing Messages with Email Addresses When Messages Logged Before IM Name Registration from the KB How To Enable IM Manager to Re-Process IM Messages With LDAP Data.

LDAPUpdateService not Running

 

    Start the LDAPUpdateService:


 

      1. Open the Computer Services Control Panel.
      2. Right click on the LDAPUpdateService. Select Start.
      3. Open the IM Manager Administration Console.
      4. Click on the page LDAP Directory Integration > History.
      5. Look for an entry where the Job Type is Messages Sync. Ensure it is successful.
      6. Go back into the IM Manager Reviewer Console and verify the email addresses are attached. If not, go back through the troubleshooting steps.


LDAP Source Does not Contain Email Addresses
 

    1. Find the row that contains the user searched for. Look at the value of the mail column.
    2. If the value of the mail column is empty then configure the LDAP source with email addresses.


Exporting Reuters IM Conversations

Reuters IM users are typically not registered with IM Manager.  If this is the case the IM Manager XSL export file can be configured to extract an email address from the Reuters IM name. 

Prior to doing this ensure that Retuers IM names are of the form <email address>@reuters.net.  For example if the email address is jane_doe@foo.net then the Reuters IM name will be jane_doe.foo.net@reuters.net.

Perform the following steps:

1. Edit the XSL file in an editor.

2. Find the following lines:

var exportCanonicalReutersIMnameasEmail = true;
var localEmailDomains = '(imlogic.com|bostonimlogic.COM|)';

3. Ensure that the value of exportCanonicalReutersIMnameasEmail is true:

var exportCanonicalReutersIMnameasEmail = true;

4. Cofigure the local email domains.  Separate each local email domain by the pipe symbol (|). 

For example to configure foobar.com and barfoo.com as internal domains configure the line like this:

var localEmailDomains = '(foobar.com|barfoo.com|)';

5. Save the file and exit the editor.


References
Yahoo Offline Messages Are Logged for Unregistered User But Not Delivered

LDAP Attribute Data is not Attached to Imported IM Messages
How to Troubleshoot IM Manager LDAP Message Sync Error 105 "Invalid Column name"


 




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