ref : Pidgin and Smarsh support

[Paul A. Brophy]

Hi Daniel

Thanks for your email and help. I have talked to the support at smarsh and they are next to useless for help. They only recommend Trillian and have never heard of Pidgin. 

The problem that I have is that it will work sometimes but other times it will not work.

Attached are the debug logs of when it did and did not work.

I had 2 AIM accounts that I was testing with. Light8223 was used to connect directly to the AIM servers as normal and the Paul.brophy at lightindustries.com AIM account was setup to work through the Smarsh server for archiving.

Debug log called "working log.txt" :
This is the first connection of the day and worked as normal. You maybe able to see the connections and all the access going through the system. This may be a good log as a marker as to how it should work.

Debug log called "debug1.txt"
This is after I disconnected from the first connection and reopened the application and tried to work again.

Debug log called "debug failed"
This should show that it disconnected but then allowed me to reconnect again.

Debug log called " debug failed2"
This is when I tried the pidgin application from another computer and connected fine. I then tried to connect from computer 1 and it failed again. 

Please let me know if there is anything else I can do or change or if there is anything else you need to help diagnose or understand where the problem could be.

Any help is greatly appreciated.

Thx
Paul

-----Original Message-----
From: daniel.atallah at gmail.com [mailto:daniel.atallah at gmail.com] On Behalf Of Daniel Atallah
Sent: Monday, July 02, 2012 10:32 AM
To: Paul A. Brophy
Cc: support at pidgin.im
Subject: Re: ref : Pidgin and Smarsh support

On Thu, Jun 28, 2012 at 11:00 AM, Paul A. Brophy <Paul.Brophy at lightindustries.com> wrote:
> I am trying to use Pidgin with Smarsh IM archiving using the AIM 
> service as one of my IM mediums.
>
> Smarsh hosted IM proxy information :
> http://www.smarsh.com/instant-message-archiving
>
> Smarsh hosted IM proxy setup for Trillian :
>
>
> https://app.smarsh.com/prinsite/my/c_helpfaq.aspx?pf=1&view=entry&s_fa
> q_id=168
>
>
> https://app.smarsh.com/prinsite/my/c_helpfaq.aspx?pf=1&view=entry&s_fa
> q_id=301
>
>
> the settings in Pidgin that I am using are the following for AIM and 
> Smarsh Proxy
>
>
> These settings work for the first time you log in using them to AIM 
> through Pidgin but after X times logging in and out, it will fail and say :
>
> X times can be from 2 to 5 times but after I get this message, I 
> cannot log back into AIM until I remove the account and then re-add it 
> again to Pidgin.
>
> I do not have these issues when using Trillian but with Trillian I 
> have to use the Port 5192 instead of with Pidgin Port 5191.
>
> Is there anything else I can do to get this working or could you 
> suggest for me to try to make this work?

Without a debug log (Help->Debug Window) from when the disconnection occurs, we have no idea what is going on.

This is probably something you should seek support from the smarsh folks for - odds are if it doesn't "just work", there will be nothing that we can do about it from our end.

-D



This message is for information only, and unless otherwise specified, it does
not constitute a binding commitment by Light Industries Service Corporation..
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