How To Troubleshoot AIM 6.X and Higher Logon Problems Using getNameInfo Tool

Article:TECH89550  |  Created: 2008-01-18  |  Updated: 2009-01-16  |  Article URL http://www.symantec.com/docs/TECH89550
Article Type
Technical Solution

Product(s)

Issue



You have identified the AIM client cannot log on due to inability to obtain the domain name of the client computer.

Symptoms
See KB How to Troubleshoot AIM 6.X and higher Login Problems for more details.



Cause



The AIM client looks up the domain the computer is part of. This is necessary for the IM client to perform the logon process correctly.

Solution



This tool replicates use of the standard Microsoft getNameInfo() function of the AIM client during sign on process.
    1. Download the attached ZIP file and extract the files on the machine where the AIM client is installed: .getNameInfo.zip
    2. Obtain the IP address of the DNS server used by the AIM client.
      a. On the End User workstation go to Start | Run.
      b. Type cmd and click OK.
      c. In the command prompt type

      ipconfig /all
    Similar information is returned in the prompt:

Windows IP Configuration

Host Name . . . . . . . . . . . . : L-L3CB433
Primary Dns Suffix . . . . . . . : internal.foobar.com
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . :
      Ethernet adapter Local Area Connection 3:

      Connection-specific DNS Suffix . : corp.foobar.com
      Description . . . . . . . . . . . : Intel(R) PRO/1000 PL Network Connection #2
      Physical Address. . . . . . . . . : 16-41-16-41-16-41
      Dhcp Enabled. . . . . . . . . . . : Yes
      Autoconfiguration Enabled . . . . : Yes
      IP Address. . . . . . . . . . . . : 172.17.42.96
      Subnet Mask . . . . . . . . . . . : 255.255.254.0
      Default Gateway . . . . . . . . . : 172.17.40.1
      DHCP Server . . . . . . . . . . . : 172.17.33.31
      DNS Servers . . . . . . . . . . . : 172.17.33.31
      155.64.2.141
      Primary WINS Server . . . . . . . : 172.17.33.31
      Lease Obtained. . . . . . . . . . : Monday, July 14, 2008 9:11:16 AM
      Lease Expires . . . . . . . . . . : Thursday, July 17, 2008 9:11:16 AM
      The IP address identified by the DNS Servers is the one the AIM client queries.

      3. Open command prompt.
      4. Change directory to the folder with extracted file.
      5. In the command promt type.

      getNameInfo.exe <DNS Servers IP address>

      If the tool does not return the Domain Name of the IP address being queried then the AIM client will not be able to login.
    Contact your system administrator and Microsoft to resolve this network issue. The ZIP file contains the source code to the executable.



    References
    How To Enable AIM SSL Client Logging

    http://service1.symantec.com/support/ent-gate.nsf/docid/2008051810443654

    AIM SSL Clients Cannot Login via VPN
    http://service1.symantec.com/support/ent-gate.nsf/docid/2008050614125054

    How to Troubleshoot AIM SSL Client Connectivity
    http://service1.symantec.com/support/ent-gate.nsf/docid/2008050821234654

    How To Collect AIM SSL Client Network Trace
    http://service1.symantec.com/support/ent-gate.nsf/docid/2008051518544554

    How to Enable Debug Troubleshooting Information for IM Manager
    http://service1.symantec.com/support/ent-gate.nsf/docid/2007984783470698

    Microsoft MSDN getnameinfo Function Documentation




      Attachments

      getNameInfo.zip (37 kBytes)

      Legacy ID



      2008051810262754


      Article URL http://www.symantec.com/docs/TECH89550


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