Troubleshooting Openfire Chat Issues - Documentation for Remedy with Smart It 19.11

If the issue is not resolved, gather the Openfire log files and ux.log.

In the <installDirectory>/SmartIT/openfire/logs/ location, the following files are present:

• openFire_error.log
• openFire_debug.log
• openFire_info.log
• openFire_warn.log     

To generate the Openfire debug logs:

1. Navigate to the <installDirectory>\openfire\lib.

2. Open the log4j.xml file and search for the following text:

   <root>
   <level value="info" />
   <appender-ref ref="all-out" />
   <appender-ref ref="debug-out" />
   <appender-ref ref="info-out" />
   <appender-ref ref="warn-out" />
   <appender-ref ref="error-out" />
   </root>

3. Change the level value to Debug and set the log path.
4. Restart the Openfire service.
5. Check if the debug logs are generated in the openfire/logs folder.
6. Verify that Smart IT can connect to Openfire by reviewing the debug ux.log file after restarting Smart IT. Search for strings such as Openfire or chatting.

The following message should be displayed:
Smart IT was able to make connections to the Openfire server.