For Agents only

In the event that you need to debug and prove that the required inbound rules in the firewall are not configured for the Openfire Client to Server ports, you can do the following to debug the issue:

Download and Install Spark and Microsoft Network Monitor

1. Download Spark IM Client from the following link. It is easier to debug Openfire issues
   with a client application like Spark.  To download Spark please got to https://igniterealtime.org/downloads/#spark.
2. Install Microsoft Network Monitor that is compatible with your system from the
   https://drive.google.com/drive/folders/1-x-1K_J1t499BVOAZBbbBxwkMnpcW4y_?usp=sharing

Open Openfire and Enable Message Auditing

1.  Open the Openfire Administration Console.
2. Navigate to Server > Server Settings > Message Audit Policy. 
   
3. Click on the Enable Message Auditing radio button, check Audit Presence Packets and Audit IQ Packets checkboxes and click on the Save Settings button.
   
   Note: Openfire can audit XMPP traffic on the server and save the data to XML data files. The amount of data sent via an XMPP server can be substantial. So according to the size of the data in your Openfire, you may need to enable and disable this attribute for short times. Log files are stored in \logs folder like the following image. Open Spark and Enable “Start debugger

Open Spark and Enable “Start debugger on startup”

1. Spark has an XMPP packets debugger tool. You can use the debugger tool to see the XMPP communication between Server and Client with this tool.
   
2. Open Spark and click on the Advanced button.
3. Check Start debugger on startup checkbox on the General tab.
4. Click on the Ok button.

Some Information About Logs

Try to reproduce the issue with the working (when connected to the company network) and non-working (when not connected to the company network) cases.   

1. Log in to Spark and open the Debug Window: You can see the received and sent messages in the Debug tool.
   
2. Log in to the Network Monitor application: Network Monitor tool should run and the capture should be started before trying to login with Spark. You can see all network-level TCP/UDP messages with this tool.
3. Log in to the Openfire server: Message audit logs shows all received XMPP packages by Openfire. A log file is created in the path <Openfire installation path>\logs.  You should search for the user name and check the message arrival date of the message.
4. Note: Most probably, there will be no message received by Openfire for the connection from outside the company scenario.   This will demonstrate that there is an issue with the network configuration between the client and LiveAlertservers or load balancer

Reproduce Working and Non-Working Cases

1. Connect to the company network (working case).
2. Open Network Monitor with administrator privileges and start a new capture.
3. Open Spark application, use the credentials provided by the customer to connect to their Openfire server and click on the Login button
4. See the logs in Spark Debug Window, Network Monitor and Openfire Message audit logs. There should be logs in all of them related to the client communication with related dates and times.
5. Logout from Spark using the following Log out menu button.
6. Disconnect from company network (Internet connection, fail case)
7. Open Spark application, use the previous credentials and click on the Login button.
8. See the logs in Spark Debug Window, Network Monitor. There will be no logs in Openfire Message audit logs and this will show that there is an issue with communication to Openfire Client to Server port between client and LiveAssist servers or load balancer.