ref : Pidgin and Smarsh support

[Daniel Atallah]

On Thu, Jul 26, 2012 at 1:44 PM, Paul A. Brophy
<Paul.Brophy at lightindustries.com> wrote:
> Hi Daniel
>
> I am wondering if you have any update to this or do you need me to do anything additional testing?

I don't have any updates for you;  I'm not at all familiar with smarsh
apart from in the context of this issue.

It sounds like the smarsh proxy must look different enough to pidgin
than the native service (or vice versa) that it causes some sort of
problem.

Someone more familiar with the AIM protocol might have a guess as to
what kind of issues it is, but since nobody has spoken up, my guess is
that is not the case.

It isn't at all impossible that it is a bug in Pidgin that is the
problem, but we aren't in a position to investigate the situation with
this third party service - if a specific bug can be identified (e.g.
information from smarsh saying "we're receiving 'x' when we expect to
get 'y'"), we'd be happy to look into it.

-D

>
> Thx
> Paul
>
> -----Original Message-----
> From: Paul A. Brophy
> Sent: Friday, July 13, 2012 3:13 PM
> To: Daniel Atallah
> Cc: support at pidgin.im
> Subject: RE: ref : Pidgin and Smarsh support
>
> Hi Daniel
>
> Attached is the latest debug file that would have the exact problem that I cannot connect to aim anymore. It will connect for a second and then disconnect.
>
> Anything else you need, please let me know.
>
> Thx
> Paul
>
> -----Original Message-----
> From: Paul A. Brophy
> Sent: Friday, July 13, 2012 3:00 PM
> To: 'Daniel Atallah'
> Cc: support at pidgin.im
> Subject: RE: ref : Pidgin and Smarsh support
> Importance: High
>
> 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..