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Troubleshooting: Instant messaging

Users cannot view phone numbers for contacts in the BlackBerry Client for IBM Lotus Sametime

Possible cause

Applies to: BlackBerry® Enterprise Server version 4.1 SP5 or later with the BlackBerry® Client for IBM® Lotus® Sametime® version 2.0.25 or later

The IBM® Lotus® Sametime® API cannot retrieve phone numbers for instant messaging contacts from the IBM Lotus Sametime server. If the BlackBerry Enterprise Server is located in a network that does not permit direct HTTP connections to the IBM Lotus Sametime server, the BlackBerry Collaboration Service cannot retrieve the phone numbers from the IBM Lotus Sametime server instead of the IBM Lotus Sametime API.

Possible solution

You must configure a proxy server that prevents your organization's BlackBerry Enterprise Server from receiving HTTP requests from external servers. If the BlackBerry Enterprise Server is located in an unrestricted network that permits direct HTTP connections to the IBM Lotus Sametime server, the BlackBerry Collaboration Service establishes an HTTP connection to the IBM Lotus Sametime server automatically to retrieve the phone numbers. If your organization's BlackBerry Enterprise Server is located in a restricted network that does not permit direct HTTP connections to the IBM Lotus Sametime server, you must specify an unauthenticated proxy server in the rimpublic.properties file that the BlackBerry Collaboration Service can use to establish an HTTP connection to the IBM Lotus Sametime server.

  1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Components > Collaboration.
  2. Click a BlackBerry Collaboration Service instance.
  3. Click Edit instance.
  4. On the Proxy mappings tab, configure the settings for an authenticated or unauthenticated proxy server. Use the default web address.
  5. Click the Add icon.
  6. Click Save All.
  7. To verify that a new entry exists for the BlackBerry Collaboration Service, in the database management console, view the proxy configuration information for the BlackBerry Configuration Database.
  8. If the BlackBerry Enterprise Server is located in a restricted network, perform steps 10 to 14.
  9. On the computer that hosts the BlackBerry Collaboration Service, navigate to <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\BBIM\Servers\Instance\Config.
  10. In a text editor, open the rimpublic.properties file.
  11. Copy the following text into the rimpublic.properties file. Replace <host_name> with the host name of an unauthenticated proxy server:

    [Java Security Property]

    networkaddress.cache.ttl=0

    improxy.proxy.type=http

    improxy.proxy.host=<hostname>

    improxy.proxy.port=8080

  12. Save and close the rimpublic.properties file.
  13. Restart the BlackBerry Collaboration Service.
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A user did not accept a notification about an instant message on a computer and the notification disappeared

Possible cause

Applies to: BlackBerry® Collaboration Service version 4.1 or later with the BlackBerry® Client for use with Microsoft® Office Live Communications Server 2005 or the BlackBerry® Client for use with Microsoft® Office Communications Server 2007.

A user logged in to Microsoft® Office Communicator on a computer and on a BlackBerry device or on two computers.

If the user logged in to Microsoft Office Communicator on both a computer and a BlackBerry device or on two computers, the user received notifications about instant messages in both locations. The instant messaging conversation can occur only in the location where the user accepts the notification about an instant message.

If a user is logged in to Microsoft Office Communicator on both a computer and a BlackBerry device and the user does not accept a notification about an instant message on the computer before the notification disappears, the notification about the instant message disappears from the computer but remains on the BlackBerry device. If the user accepts the notification about the instant message on the computer, the notification about the instant message disappears from the BlackBerry device and the instant messaging conversation occurs on the computer. If the user accepts the notification about the instant message on the BlackBerry device, the notification about the instant message disappears from the computer and the instant messaging conversation occurs on the BlackBerry device.

During an instant messaging conversation, the user cannot switch between a computer and a BlackBerry device or between computers.

Possible solution

The user should look for notifications about instant messages on a BlackBerry device or on another computer where the user might also be logged in to Microsoft Office Communicator. If the user is logged in to Microsoft Office Communicator on a BlackBerry device or on a second computer, the user should only accept the notification about an instant message on the computer or BlackBerry device where the user wants to have the instant messaging conversation.

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A user receives a 301 error when the user logs in to an instant messaging application on a BlackBerry device

Applies to: BlackBerry® Collaboration Service version 4.1 or later with the BlackBerry® Client for use with Microsoft® Office Live Communications Server 2005 and the BlackBerry® Client for use with Microsoft® Office Communications Server 2007.

Possible cause

Possible solution

The BlackBerry Collaboration Service does not support the version of the instant messaging application that is installed on the BlackBerry device.

Remove the instant messaging application from the BlackBerry device. Install an earlier version of the instant messaging application on the BlackBerry device.

The Microsoft® Office Communicator Web Access server is not configured correctly for AJAX service.

Verify that the port number for the AJAX service is configured correctly on the Microsoft Office Communicator Web Access server.

In the BlackBerry Client for use with Microsoft Office Live Communications Server 2005, the Microsoft Office Communicator Web Access server is not configured to use forms-based authentication and the BlackBerry Collaboration Service is configured to use HTTPS to connect to the Microsoft Office Communicator Web Access server.

Verify that forms-based authentication is configured on the Microsoft Office Communicator Web Access server.

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