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VNCtalk for Zimbra Checklist for Support Requests

In case you experience problems with the VNCtalk for Zimbra application, follow this checklist step-by-step, which helps solving the most common problems upfront, without raising a support request. In case after walking through the checklist, the issue is still unresolved, the second part of this article informs you, how to prepare properly for a remote support session, in case necessary, to enable VNC-support to solve your issues as fast as possible. In this article for demonstration purposses

  • zim.ilm.vnc.biz as Zimbra server hostname
  • talk.ilm.vnc.biz as talk application server hostname

are used.

Check VNCtalk for Zimbra preconditions

First check if all VNCtalk for Zimbra preconditions are fulfilled, especially

SSL-certificate issues

Despite we only recommend the use of commercial wildcard- or free letsencrypt SSL-certificates, in some test-environments/ POCs, the only available option is the use of Self-Signed SSL-certificates.
In order to get a VNCtalk-Installation working using Self-Signed Certificates, you need to ensure that:

  • the Zimbra Mailbox(es) trust the talk-server's SSL-certifciate
  • the potential Zimbra-client's web browsers trust the SSL-certificates, which means, you need to check in case of any error after the login, if the web browser:
    • trusts the Zimbra-server's SSL-certificate:
    • trusts the Talk-server's SSL-certificate:

If that is not the case, you need to get that resolved first. This article in the VNC Support Portal describes how to create a proper self signed SSL-certificate for the VNCtalk-server. and the Zimbra server as well if necessary, issued by your Zimbra server's CA and here is explained how to import the issuing CA-certificate into your chrome web browser, in order to trust the created Self-Signed SSL-certificates.

Please note:

The issuing self-signed CA-certificate must be imported to every VNCtalk for Zimbra client webbrowser.
Therefore please use self-signed SSL-certificates for testing and evaluation setups only, if there is no way in getting a commercial or letsencrypt certificate.

Check if Zimbra-Proxy modification is in place

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/

In case you do not see the dummy page, follow the instructions in the Installation Guide on how to setup the Proxy customizations

Provide web browser debug information

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

Activate the plugin

To activate the plugin, just click on the HTTP Trace Capture icon in the extensions list.
Once activated, it will open:
a new popup-window, for the debugging information indicated by the same yellow bar:

Download debug information

With activated HTTP Trace Capture for the current browser tab, navigate to you Zimbra login page and login with your credentials:

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 pageupdate 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.

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 VNC Support Portal.

Teamviewer support

In case the issue is more complicated and a remote support session with the VNC-support team has been scheduled, VNC support uses the Teamviewer application, where you need to download at least the TeamViewer QuickSupport module for the operating system of the cLient, from where you want to connect via ssh to the Zimbra- and VNCtalk application server's CLI.
Depending on the OS of the teamviewer host, use these applications to open the ssh-connections:

  • Linux: Terminal application
  • MacOS: Terminal application
  • MS-Windows: PuTTY application, which you can download for your Windows version here

Please note:

Please also make sure to provide your Skype contact, to have an aditional communication channel besides the teamviewer chat, which is not that reliable.