Zimbra Talk/Support Request and Common Errors with Fix


How to generate a Support Request and Common Errors with their fix

   KB 23010        Last updated on 09/22/2016  




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Requirements

Prepare your Web-Browser

To provide useful debug information in regards to Zimbra-Talk related errors, you need to use Google’s latest version of Chrome/Chromium Web-Browser with the HTTP Trace Capture plugin installed.

Install the plugin

  • In Chrome/Chromium web-browser, navigate to chrome://extensions/ which will list all your currently installed

Extensions

  • Scroll down to the end of the webpage and click on Get more extensions, which will open the chrome web store
  • Search for HTTP Trace Capture

Supporttalk-001.png

Figure 1.1: Search for the plugin in web store

  • Look for the plugin HTTP Trace Capture in the displayed list of search results and install it by clicking the ADD TO CHROME button:

Supporttalk-002.png

Figure 1.2: Install the plugin

  • When the installation has been completed, the plugin’s icon will appear in the extension bar, right next to the navigation bar of the web-browser:

Supporttalk-003.png

Figure 1.3: HTTP Trace Capture Icon as new extension

Activate the plugin

To activate the plugin, just click on the HTTP Trace Capture icon in the extensions list. Once activated, it will open: 1. A new browser tab with activate trace capture, indicated by the yellow bar:

Supporttalk-004.png

Figure 1.4: HTTP Trace Capture activated for current tab

2. A new popup-window, for the debugging information indicated by the same yellow bar:

Supporttalk-005.png

Figure 1.5: HTTP Trace Capture debug window

Download debug information

With activated HTTP Trace Capture for the current browser tab, navigate to you Zimbra login page and login with your credentials. In the following example, the Zimbra host is zim.ilm.vnc.biz

Supporttalk-006.png

Figure 2.1: Log into Zimbra and wait until it finished loading

Once logged in, wait until the Zimbra web interface has finished loading and the debug window is not populated with debug information anymore.

In case of a page update event, it automatically downloads files of the form _<number>.dat or prompts you for saving these files depending on your browser’s download configuration. The files contain debug information, which we do not need right now, so you can delete these afterwards from your download folder or click Cancel, every time when prompted for a download location to save these files.

To save the provided debug information to a file, enter a filename - In this example we call the file TraceCapture - and click the Save button. Supporttalk-007.png

Figure 2.2: Save debug information from debug window to file

Now fetch the downloaded file, in this example it will be called d.TraceCapture.json, from your download folder and attach it to the Service Request you are about to issue in the Zimbra Support Portal.

Common Errors and how to fix them

To debug the gathered information by yourself, look for blocks in the downloaded json-file which got a response other than:

"RESPONSE": "200 OK, < ... >",

License invalid/ expired

In case of the Zimbra-Talk tab is not appearing without displaying any errors, check if the license is valid. The process, to identify what’s the issue with the current license and how to fix that, is documented in this knowledge-base article : Check License Validity and License update

DNS setup incomplete

In spite of getting the DNS setup required for Zimbra-Talk presented after the installation process, in case of any Issues regarding setting up a video-conference, at first, check if DNS is setup correctly. You can check this any time by executing the check_talk_dns.sh shellscript on the talk-server with root privileges:

$ sudo /usr/share/ztalk/libexec/check_talk_dns.sh
jitsi-videobridge.ilm.vnc.biz has address <IP-Address>
DNS Records OK

In case you get a different output then DNS Records OK, compare your settings with the correct ones for bind and dnsmasq, located in the files: / etc/zimbra-talk/bind.conf

/etc/zimbra-talk/dnsmasq.conf

and the domain specific settings for domains other than the default domain, which are additionally required:

/etc/zimbra-talk/dns.d/

Check for required ports

To test if the required ports on the talk- and Zimbra-server are accessible by each other, install a port scanner tool, e.g. nmap, which is available in the official repositories, on the Zimbra- and the talk-server:

$sudo apt-get install nmap

Required Ports open for Zimbra on the talk-server

The talk-server uses multiple ports and protocols, so these ports have to be accessible to Zimbra:

Port Protocol Usage
80 TCP HTTP/BOSH/Websocket
443 TCP HTTPS/BOSH/Websocket
4443 TCP jitsi-meet videostream for very restrictive environments
5222 TCP XMPP client to server connections
5269 TCP XMPP server to server connections
5280 TCP HTTP and SecureWebSocket connection (SSL)
5281 TCP HTTP and WebSocket connection
3478 UDP/TCP STUN/TURN Port forwarding to turnserver
5349 UDP/TCP SSTUN/STURN Port forwarding to turnserver
10000 - 20000 UDP/TCP jitsi-meet videostream RTP
10000 - 20000 UDP/TCP TURN server media

To scan if Zimbra is able to access these ports, execute the nmap command below, followed by the expected result:

zimbra@zim:~$ nmap -p 80,443,4443,5222,5269,5280,5281,3478,5349 talk.ilm.vnc.biz
Starting Nmap 6.40 ( http://nmap.org ) at 2016-07-22 15:46 CEST
Nmap scan report for talk.ilm.vnc.biz (<Talk-server-IP)
Host is up (0.00046s latency).
PORT STATE SERVICE
80/tcp open http
443/tcp open https
3478/tcp open unknown
4443/tcp open pharos
5222/tcp open xmpp-client
5269/tcp open xmpp-server
5280/tcp open xmpp-bosh
5281/tcp open unknown
5349/tcp open unknown

Remark: The ports 10000-20000 are opened for UDP by the talk-server when required and should not be blocked by any firewall between Talk and Zimbra.

Required Ports open for the talk-server on Zimbra

The Talk application server must have access to Zimbra’s WDSL-Interface and Admin-UI. The respective ports required can be obtained by executing this query as user zimbra on the attached Zimbra-Server:

$ zmprov gs `zmhostname` zimbraAdminPort zimbraMailSSLPort zimbraMailPort
# name zim.ilm.vnc.biz
zimbraAdminPort: 7071
zimbraMailPort: 8080
zimbraMailSSLPort: 8443

Once verified, execute the nmap command on the talk-server to scan for availability of the required ports

root@talk:~$ nmap -p 443,7071,8443 zim.ilm.vnc.biz
Starting Nmap 6.40 ( http://nmap.org ) at 2016-07-22 16:17 CEST
Nmap scan report for zim.ilm.vnc.biz (<Zimbra-IP>)
Host is up (0.00054s latency).
PORT STATE SERVICE
443/tcp open https
7071/tcp open iwg1
8443/tcp open https-alt

Zimbra proxy-settings incorrect/ incomplete

Response 502

"REQUEST": "https://zim.ilm.vnc.biz/VNCMiddleware/rest/account/login",
"details": "POST /VNCMiddleware/rest/account/login HTTP/1.1",
"post_data": "<...>",
"RESPONSE": "502 Bad Gateway, text/html",

Cause Wrong talkserver-IP configured in /opt/zimbra/conf/nginx/templates/nginx.conf.web.https.default.template

location ^~ /VNCMiddleware
{
proxy_cache off;
proxy_read_timeout 500s;
proxy_pass_header Cookie;
proxy_pass http://<$talkserver-IP>:8080/VNCMiddleware;
}

Response 404

"REQUEST": "https://zim.ilm.vnc.biz/VNCMiddleware/rest/account/login",
"details": "POST /VNCMiddleware/rest/account/login HTTP/1.1",
"post_data": "<...>",
"RESPONSE": "404 Not Found, text/html",

Cause Other configuration problems, eg. miss-spellings in the URL for location VNCMiddleware in /opt/zimbra/conf/nginx/templates/nginx.conf.web.https.default.template that lead to the response that the the target is not found.

Proxy settings correct

In case the Zimbra proxy is setup correctly, you should get the dummy page displayed when calling the URL

https://zim.ilm.vnc.biz/VNCMiddleware/

Figure 3.1: VNCMiddleware dummy page

More to Come


Zimbra Talk

zimbra-talk-logo.png

Latest Version: 2.3

Zimbra Talk Resources

Here you can find useful resources for your Zimbra Talk environment

Verified Against: Zimbra Collaboration Suite 8.7, 8.6 Date Created: 05/08/2016
Article ID: https://wiki.zimbra.com/index.php?title=Zimbra_Talk/Support_Request_and_Common_Errors_with_Fix Date Modified: 09/22/2016



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Wiki/KB reviewed by Jorge SME2 Copyeditor Last edit by Jorge de la Cruz
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