AIM 6.9 Does Not Log In When Configured to use kdc.uas.aol.com: Connection failed

Article:TECH93705  |  Created: 2009-01-29  |  Updated: 2012-02-06  |  Article URL http://www.symantec.com/docs/TECH93705
Article Type
Technical Solution

Product(s)

Issue



When AIM 6.9 client attempts to log in the following message is displayed:



Connection failed

Try to Auto Configure or change your Settings manually




Symptoms
When AIM 6.X tracing libraries are used the client hangs and the last message displayed is Transferring....

 

    In the AIM client logs it shows the client connecting to IM Manager on port 5291 but not receiving a message back from IM Manager:
      08:09.70 Socket 014E3E10: Issued connect request to 192.168.0.22, port 5291
      08:09.70 UasAuthorizer 014F0510 deleted
      08:09.70 Timer 014F0650 deleted
      08:09.70 Timer 014F05F8 deleted
      08:09.70 UasTicket 014E2CF0 deleted
      08:09.70 Ticket 014E2CF0 deleted
      08:09.70 HttpClient 014F06A8 deleted
      08:09.70 Timer 014E4080: stopped
      08:09.70 Timer 014E4080 deleted
      08:09.70 HttpRequest 014E2C58 deleted
      08:09.70 Timer 014F08C0: stopped
      08:09.70 MessageQueue 014E8488 deleted
      08:09.70 SocketCache 014F0730 deleted
      08:09.70 ActivityMonitor 014F0828 deleted
      08:09.70 Timer 014F08C0 deleted
      08:09.70 HttpHeader 014D3760 deleted
      08:09.70 HttpHeader 014D5C30 deleted
      08:09.70 SslBoxNss 014E41E0: Close
      08:09.70 SslBoxNss 014E41E0: OnSend, actual=23
      08:09.70 SslSocket 014E4158 deleted
      08:09.70 HttpReceiver 014D1F60 deleted
      08:09.70 SslBoxNss 014E41E0 deleted
      08:09.70 Socket 014E4470: Closed
      08:09.70 Socket 014E4470 deleted
      08:09.72 SslBoxNss 014E3CF0: OnReadyForData
      08:09.72 SslBoxNss 014E3CF0: Continue handshake
      08:09.72 SslBoxNss 014E3CF0: OnSend, actual=98
      08:09.74 SslBoxNss 014E3CF0: OnDataAvailable
      08:09.74 SslBoxNss 014E3CF0: Continue handshake
      08:09.74 SslBoxNss 014E3CF0: OnRecv, actual=5
      08:09.74 SslBoxNss 014E3CF0: OnRecv, actual=74
      08:09.74 SslBoxNss 014E3CF0: OnRecv, actual=5
      08:09.74 SslBoxNss 014E3CF0: OnRecv, actual=1
      08:09.74 SslBoxNss 014E3CF0: OnRecv, actual=5
      08:09.74 SslBoxNss 014E3CF0: OnRecv, actual=32
      08:09.74 SslBoxNss 014E3CF0: OnSend, actual=43
      08:09.74 SslBoxNss 014E3CF0: Handshake complete
      08:09.74 SslBoxNss 014E3CF0: InternalRead for 512 bytes, read -1
      08:09.74 SslBoxNss 014E3CF0: OnDataAvailable
      08:09.74 SslBoxNss 014E3CF0: InternalRead for 512 bytes, read -1
      08:09.74 SslBoxNss 014E3CF0: OnDataAvailable
      08:09.74 SslBoxNss 014E3CF0: InternalRead for 512 bytes, read -1
      08:09.74 SslBoxNss 014E3CF0: OnDataAvailable
      08:09.74 SslBoxNss 014E3CF0: InternalRead for 512 bytes, read -1
      08:09.74 SslBoxNss 014E3CF0: OnDataAvailable
      08:09.74 SslBoxNss 014E3CF0: InternalRead for 512 bytes, read -1
      08:09.75 SslBoxNss 014E3CF0: OnDataAvailable
      08:09.75 SslBoxNss 014E3CF0: OnRecv, actual=5
      08:09.75 SslBoxNss 014E3CF0: OnRecv, actual=30
      08:09.75 SslBoxNss 014E3CF0: InternalRead for 512 bytes, read 14
      08:09.75 FlapStream 014F16B0: rcvd SIGNON; l=8 s=24875; v=1
      08:09.75 00: 00 02 00 00 |.... |
      08:09.75 FlapStream 014F16B0: sent SIGNON; l=398 s=22007; v=1
      08:09.75 00: 00 06 01 00 02 6F 6C 3B 8C AA 07 F5 BE 2A F0 AE |.....ol;.....*..|
      08:09.75 10: D4 52 D5 27 2F 21 32 FB 1B 5C AD 4F 2C 08 2F DA |.R.'/!2..\.O,./.|
      08:09.75 20: 19 35 4E 18 86 61 02 D8 C2 1C BE 09 11 9B 39 D8 |.5N..a........9.|
      08:09.75 30: D2 8A CC AF 3B 5E 6B 8C E6 F4 15 21 D5 9D CA 52 |....;^k....!...R|
      08:09.75 40: B4 02 99 DC 89 06 B8 E2 47 DC 45 3E 0B 75 FD 5D |........G.E>.u.]|
      08:09.75 50: 59 02 F6 4D FD 1A 76 5D B0 7A 12 9A D1 EB BD F2 |Y..M..v].z......|
      08:09.75 60: 04 56 14 30 92 80 82 69 3D D9 52 3C 05 0B 62 1A |.V.0...i=.R<..b.|
      08:09.75 70: FF 1C EC 1E 76 00 A4 FF D2 CE 25 D0 5C C8 9B 5D |....v.....%.\..]|
      08:09.75 80: D3 1E 4A 2C 8E 81 34 D5 71 2F C7 10 91 D1 D2 1B |..J,..4.q/......|
      08:09.75 90: 59 24 36 9B 2B A1 4F 43 7B F7 46 C7 B0 0F F3 76 |Y$6.+.OC{.F....v|
      08:09.75 A0: 94 48 5B B8 91 C4 83 53 64 7F A8 13 CB C1 19 ED |.H[....Sd.......|
      08:09.75 B0: 7A 16 64 3B DB 6A AC 75 CB EB 4F F2 61 43 B3 F1 |z.d;.j.u..O.aC..|
      08:09.75 C0: 08 E7 8E 4E C9 7D 67 16 77 75 28 D9 09 E9 BC 6C |...N.}g.wu(....l|
      08:09.75 D0: 53 18 92 4A 48 BD 34 12 6B A2 F2 18 BF 1A 90 E3 |S..JH.4.k.......|
      08:09.75 E0: F5 18 82 DB CA 37 C7 D4 46 27 8F 5F 27 60 FC 07 |.....7..F'._'`..|
      08:09.75 F0: 14 89 DA 8E E8 9D 19 9A 41 A9 1A 13 70 CC C1 4D |........A...p..M|
      08:09.75 100: 41 32 2B 33 00 A2 00 02 00 05 00 A3 00 02 00 07 |A2+3............|
      08:09.75 110: 00 A4 00 02 00 01 00 A5 00 02 18 32 00 03 00 05 |...........2....|
      08:09.75 120: 69 6D 41 70 70 00 17 00 02 00 06 00 18 00 02 00 |imApp...........|
      08:09.75 130: 09 00 19 00 02 00 0F 00 1A 00 02 00 01 00 16 00 |................|
      08:09.75 140: 02 01 26 00 14 00 04 00 00 01 80 00 0F 00 02 65 |..&............e|
      08:09.75 150: 6E 00 0E 00 02 55 53 00 9E 00 02 00 01 00 9F 00 |n....US.........|
      08:09.75 160: 02 00 08 00 A0 00 02 00 01 00 A1 00 02 08 8B 00 |................|
      08:09.75 170: 94 00 01 00 00 4A 00 01 01 00 AB 00 00 00 AC 00 |.....J..........|
      08:09.75 180: 01 00 80 03 00 04 00 10 00 00 |.......... |
      08:09.75 SslBoxNss 014E3CF0: InternalWrite
      08:09.75 SslBoxNss 014E3CF0: OnSend, actual=425
      08:09.75 Timer 014E3938: started, interval=238000
      08:09.75 Service 014D2880 created
      08:09.75 RequestMapper 014D1F60 created
      08:09.75 SslBoxNss 014E3CF0: OnDataAvailable
      08:09.75 SslBoxNss 014E3CF0: InternalRead for 512 bytes, read -1
      08:23.04 SslBoxNss 014D52F0: OnDataAvailable
      09:23.04 Timer 014D3030: fires
      09:23.04 Timer 014D3030: started, interval=10
      09:23.06 Timer 014D3030: fires
      09:23.06 SslBoxNss 014D52F0: Close
      09:23.06 SslBoxNss 014D52F0: OnSend, actual=23
      09:23.06 Socket 014D5580: Closed


Conditions:
 

  • AIM client is configured to use the sever kdc.uas.aol.com.
    1. Click the Settings hyperlink on the AIM client.
    2. Click the Connection tab if not already selected.
    3. If the Host textbox contains kdc.uas.aol.com then this condition is met.
  • Client configured to go directly to IM Manager can log in.
    1. Determine IM Manager SSL Certificate Name for AIM client logins.
      a. Log onto IM Manager computer.
      b. Open the IM Manager MMC Snap-In from the desktop of the computer.
      c. Right click on IM Manager and select Properties.
      d. Click the AIM Agent tab.
      e. Find the value listed in the Issued To textbox.
    2. Configure AIM client to go directly to IM Manager.
      a. Click the Settings hyperlink on the AIM client.
      b. Click the Connection tab if not already selected.
      c. Enter the name from step 1e in the Hostname textbox.

    3. Log in the AIM client. If this step succeeds then this condition is met.





 


Cause



Protocol used by AIM client is not recognized by IM Manager.


Solution



Upgrade to AIM AOL 6.9 client version 6.9.16 (released on May 18, 2009) or higher.

Workaround:

Choose one of the following workarounds.
 

    • Use AIM 6.8 client.
    • Configure AIM client to go directly to IM Manager.
      1. Determine IM Manager SSL Certificate Name for AIM client logins.
        a. Log onto IM Manager computer.
        b. Open the IM Manager MMC Snap-In from the desktop of the computer.
        c. Right click on IM Manager and select Properties.
        d. Click the AIM Agent tab.
        e. Find the value listed in the Issued To textbox.
      2. Configure AIM client to go directly to IM Manager.
        a. Click the Settings hyperlink on the AIM client.
        b. Click the Connection tab if not already selected.
        c. Enter the name from step 1e in the Hostname textbox.




References
How to Troubleshoot AIM 6.X Login Problems



Technical Information
Many organizations prefer to use the AIM 6.X in a "zero-client" configuration mode. In this mode the hostname kdc.uas.aol.com is directory to a non-addressable IP address, typically 0.0.0.0. When kdc.uas.aol.com is not addressable the AIM 6.X IM client looks up the primary domain of the AIM client computer. The AIM 6.X IM client then makes an HTTP POST request to AOL with the domain information. AOL then returns back the hostname that the AIM client should connect to. This hostname must have been provisioned with AOL through Symantec prior to 5/1/2010.


Effective 5/1/10, there has been a change in Symantec IM Manager’s support of the AOL Instant Messenger platform. This change may result in changes to your end-user experience with AOL Instant Messenger and Symantec IM Manager. If you are using encrypted AIM redirection, Symantec will no longer provision new domains using the AOL DCS. New provisioning for encrypted AIM will require redirection on the end-user client side, instructions can be found here: (www.symantec.com/docs/TECH132521). In addition, there may be delays or unsupported compatibility with new or modified versions of the AOL IM Clients.


 


Supplemental Materials

Value1638248

Legacy ID



2009042909144254


Article URL http://www.symantec.com/docs/TECH93705


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