Unable to connect using sprtcmd.exe to send a LiveAlert notification when you connect from outside the company network


You are attempting to use sprtcmd.exe to send a LiveAlert Notification for a specific user on SupportSoft 9.3.  When you are not connected to your company's network the status shows that you are Offline and are unable to send a notification.  You are able to connect and send a notification when you are connected to your company's network.


  • LiveAlert Notifications on SupportSoft 9.3
  • Permission to access to the Openfire Administration Panel


This issue occurs when your Openfire server is behind a firewall and doesn't have the required inbound rules to direct traffic for the configured Client to Server ports which are used by the XMPP clients to communicate with the Openfire server.  To retrieve the configured Openfire Client to Server ports you can do the following:

  1. Log in to the Openfire Administration Panel.
  2. Browse to the Server > Server Manager > Server information menu item.
  3. Find the ports for the Client to Server type entries.

Once you have retrieved the Openfire Client to Server ports, please confirm with your Network Administration team that inbound rules have been configured on your firewall for the configured Client To Server ports.


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

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.



Once the inbound rules have been created for the Openfire Client to Server ports, sprtcmd.exe and other XMPP clients should be able to connect from outside the company network.



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