Article ID: 871023 - View products that this article applies to.
This article describes how to enable diagnostic logging for Microsoft Office Communicator 2005 and for Microsoft Windows Messenger 5.0. This article describes how to use a Windows Messenger 5.0 diagnostic log file to help troubleshoot sign-in failures that you might experience with Microsoft Office Live Communications Server 2003.
If you cannot use Windows Messenger 5.0 or Office Communicator 2005 to sign in to Office Live Communications Server 2003, use the Windows Messenger or Communicator 2005 diagnostic log file to help you determine the cause of the sign-in failure. The Windows Messenger 5.0 diagnostic log file contains the Session Initiation Protocol (SIP) communications that occur between the SIP client program and the server. One of the advantages of using this diagnostic log file to troubleshoot your SIP connection is that the diagnostic log file includes unencrypted Transport Layer Security (TLS) communications. A Network Monitor trace cannot unencrypt this information. The log file will be deleted, and a new log file will be added when the Windows Messenger client is restarted.
To enable diagnostic loggingImportant This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information about how to back up and restore the registry, click the following article number to view the article in the Microsoft Knowledge Base:
(http://support.microsoft.com/kb/322756/ )How to back up and restore the registry in Windows
To enable diagnostic logging on a computer that is running Windows Messenger 5.0, follow these steps:
Note After you finish troubleshooting your SIP connection problem, disable diagnostic logging. To do this, set the EnableFileTracing registry value to 0 (zero).
To enable diagnostic logging on a computer that is running Communicator 2005, set the following values:
After you set these values, stop the Communicator process in Task Manager and then restart it.At this point, the client picks up the new registry values. Debug logging should now be enabled. For more information and for session-specific tracing settings, see the "Microsoft Office Live Communications Server 2003 Deployment Guide."
Note By default the FileDirectory value should be:
The SIP protocol is a request and response protocol. The client program sends a request in the form of a method to indicate the action that the client wants to perform. The server then returns a response that includes a three-digit code and a description of that code. Response codes that are in the 4xx class or the 5xx class typically indicate a connection problem. SIP requests and SIP responses appear on the first line of each SIP packet. Typically, you do not have to understand the whole SIP packet to troubleshoot Windows Messenger sign-in problems. The following is an example of a SIP request:
The following is an example of a SIP response:
REGISTER sip:example.com SIP/2.0
This article does not describe every SIP method or every server response class. However, if you recognize only the 4xx class and the 5xx class SIP responses, you can successfully troubleshoot Windows Messenger sign-in problems. To obtain a complete listing of the SIP methods and response codes, see the SIP RFC. To see this document, visit the following Web site:
SIP/2.0 504 Cannot locate the next server
To troubleshoot Windows Messenger sign-in failuresAfter you enable diagnostic logging in Windows Messenger, view the Rtcdllx.log file that is created in the %USERPROFILE%\Tracing folder to help troubleshoot Windows Messenger sign-in failures. Typically, you can use the end of the log file to determine the reason that the Windows Messenger client did not sign in successfully. Use the following list of error codes to help identify the reason that the Windows Messenger client did not connect to Live Communications Server 2003 successfully:
400 - Invalid contact informationThis error code indicates that the client computer is on a network that the Live Communications Server computer cannot contact. This issue may occur if a Network Address Translation (NAT) device, a proxy server, or a firewall prevents communications.
When you connect to Live Communications Server from behind a proxy server, from behind a firewall, or in some cases, from behind a NAT device, you must use a TLS connection. For more information, click the following article number to view the article in the Microsoft Knowledge Base:
834469For additional information about how to configure TLS connections in Live Communications Server, see the "Configuring a Home Server and Windows Messenger for TLS" section of the Microsoft Office Live Communications Server 2003 Deployment Guide. This guide is located in the Documentation folder of the Microsoft Office Live Communications Server 2003 CD.
(http://support.microsoft.com/kb/834469/ )Cannot connect to Live Communications Server 2003 through a network address translation (NAT) device
400 – Missing correct VIA headerThis error code indicates that Mutual Transport Layer Security (MTLS) authentication is not configured correctly on the Live Communications Server computer. You may receive this error code when Live Communications Server is configured in one of the following topologies:
To resolve this issue, make sure that the Live Communications Server computers have the correct certificates installed. Additionally, make sure that the Trusted Root certification authority (CA) certificate is located in the local computer Trusted Root CA certificate store and not in the current user's certificate store. For additional information about how to configure MTLS, see the "Module 4: Implementing Live Communications Server 2003 Environment" document. To download this document, visit the following Microsoft Web site:
401 – UnauthorizedThis error code indicates one of the following problems:
403 – ForbiddenThis error code indicates one of the following problems:
404 - Not FoundThis error indicates one of the following problems:
405 - Method not supportedThis error indicates that Windows Messenger is running on the Live Communications Server computer and that Windows Messenger has taken the communications port from the server. To resolve this issue, follow these steps:
480 - Temporarily UnavailableThis error indicates that a user is trying to sign in to Live Communications Server while that user is in the process of being moved from one Live Communications Server Home server to another Home server.
503 - Service UnavailableThis error indicates that the MSSQL$RTC service is stopped while the Live Communications Server service is running. To resolve this issue, start the MSSQL$RTC service, and then restart the Live Communications Server service. To do this, follow these steps:
504 - Gateway TimeoutThis error indicates that one or more of the following problems exist:
http://download.microsoft.com/download/c/d/f/cdf3c55a-fc5b-46ae-9030-44e44935f003/Course_2081a_Live_Communication_Server.exeMicrosoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.