I managed to capture a very quick error message that flashes once this user authenticates to the OpenFire server. The user gets this message using both Adium on a Mac and Spark on a Windows 11 PC.
“An error has been detected
No response received within reply timeout. Timeout was 10000ms (~10s). StanzaCollector has been cancelled. Waited for response using: IQReplyFilter. iqAndIdFilter (AndFilter: (OrFitler: type=error, IQTypeFilter: type=results), StanzaIdFilter: id=AMR1J-4)). : fromFilter (OrFitler: (FromMatchFilter (full): ourdomain)).”
Any idea or clue as to what to look for, what migh be causing this or possbily to do to resolve the issue? This user did not have any issues until a recent ISP issue using Starlink. The ISP issue seems to be the only thing that coincides with when the users started having an unusual long time logging in and receiving the error along with not being seen or being able to see others and not being able to send or receive IM.
Can you check the Openfire logs? There likely are hints in there that can help to diagnose this problem.
If I had to guess, then I think that your client logs into an XMPP domain that is different from the contacts that it believes it has.
This sometimes happens when people (explicitly or implicitly) rename the XMPP domain name that Openfire is using. That causes all pre-existing contacts for each user to suddenly be users on a non-local domain.
If your client, for example, logs in as jane@example.org but all of its contacts are on a different domain (eg: jake@barfoo.com), then Openfire will try to create a server-to-server connection to barfoo.com which will eventually fail, causing timeouts and other errors.
I have gone through the logs with nothing leading me to a reason or solution. I have tested the user’s account with my working configuration in Spark and Adium with the same behavior and error. When I switch back to my credentials Spark and Adium are perfectly fine. We know it has something to do with their account in Openfire somehow and somewhere.
Is there a simple way or any way to remove a user account from Openfire so as that we can just start over and add them back clean? We don’t need to preserve their chats and etc…we just want to get this user back working in Spark/Adium.
Assuming that there’s no integration with an external user store (such as AD or LDAP), you can delete users from Openfire using the admin console. There will be red crosses in the user summary, in the “Users/Groups” tab.
Ah thanks! We do have an external user store that is tied to a Windows server AD via LDAP. What would be the steps to remove the user from OpenFire? I assume we would need to remove the user account from AD and then from the OpenFire server in the Admin console? Would there be issues with removing the user on Openfire and not on the Windows server AD?
I don’t think you’d be able to remove the user from Openfire, when LDAP/AD is used. You may need to resort to manual database queries - and even then, there’ll be things in memory that will require you to restart Openfire.
A pragmatic approach might be to simply assign a different username to this user. Especially if you don’t know what’s causing the problem, going through burning hoops with a risk of ending up exactly where you started is not very appealing…
I’d be interested to know if there are any network or firewall related changes? can you share your topology? Are you running HA/Cluster? is your openfire server behind a firewall, reverse proxy, or load balancer? Does wireshark offer any clues?
That’s a good point as this user works remote via VPN and some other specific routing using a firewall/gateway using Starlink ISP and was having issues at the time of this issue started. We suspect some corruption for their account in OpenFire since they were fine until an outage/issue with his Starlink ISP. I will have to see if I can get the user to define the topology and etc…