Почему не работает cisco jabber

Если не удается войти в систему, попробуйте воспользоваться приведенными ниже советами по устранению неисправностей:

Убедитесь в использовании поддерживаемых устройства и операционной системы.
Проверьте, есть ли у вас права доступа в вашу корпоративную сеть из некорпоративных сетей Wi-Fi.
Если у вас есть права доступа в вашу корпоративную сеть из некорпоративных сетей Wi-Fi, обратитесь к системному администратору, чтобы он проверил правильность настроек граничной среды для совместной работы.
Если у вас есть права доступа в вашу корпоративную сеть из некорпоративных сетей Wi-Fi, убедитесь, что установлено VPN-соединение (если оно требуется). Если VPN-соединение не установлено, обратитесь к системному администратору.
В случае использования телефонных служб проверьте сетевое соединение между своим устройством и корпоративной сетью указанным ниже образом.

Откройте веб-браузер.
Попытайтесь открыть страницы управления корпоративной системой телефонии, введя в веб-браузере следующий URL-адрес: https://<адрес сервера Cisco Unified Communications Manager вашей компании>.

Обратитесь к системному администратору, если вы не знаете адрес сервера Cisco Unified Communications Manager своей компании.

Если не удается открыть страницы управления корпоративной системой телефонии, повторите попытку, используя другую точку доступа к сети. Если все равно не удается открыть страницы управления корпоративной системой телефонии, обратитесь к системному администратору, чтобы узнать, нет ли сетевых неполадок.

При использовании программы обмена мгновенными сообщениями Cisco Unified Communications Manager и службы Presence версии 9.1 или более ранней проверьте возможность входа в свою учетную запись пользователя, как описано ниже.

Введите URL-адрес в следующем формате: https://<имя сервера Presence>/ccmuser.

Войдите, используя свои имя пользователя и пароль.

При использовании программы обмена мгновенными сообщениями Cisco Unified Communications Manager и службы Presence версии 10.0 проверьте возможность входа в свою учетную запись пользователя, как описано ниже.

Введите URL-адрес в следующем формате: https://<имя сервера CCM>/ccmuser.

Войдите, используя свои имя пользователя и пароль.

При использовании программы обмена мгновенными сообщениями Cisco Unified Communications Manager и службы Presence проверьте сетевое соединение своего устройства и сервера, как описано ниже.

Откройте служебную программу проверки связи, чтобы проверить связь с сервером программы обмена мгновенными сообщениями Cisco Unified Communications Manager и службы Presence.
Введите полное доменное имя сервера в следующем формате: <имя сервера Presence>.<домен>.com

Убедитесь в использовании поддерживаемых устройства и операционной системы. Сведения о поддерживаемых устройствах и операционных системах приведены в Примечаниях к выпуску Cisco Jabber для Android.
Убедитесь в том, что используете подходящий выпуск Cisco Jabber для Android.

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Introduction

This document outlines the sequence of Cisco Jabber Login and how to troubleshoot when Jabber login fails while being in Internal/corporate Network.

Background Information

Jabber Login comprises of two stages namely Cisco Unified Communications Manager server (CUCM) Login and IM and Presence server (IM&P) Login.

Jabber user Authentication with CUCM to retrieve the Service profile details which contains IMP server, Voicemail, Conferencing, CTI server details and also Device Configuration file for Phone services.

Once CUCM Login is successful, Jabber will log in to the IM&P server to authenticate and retrieve the contact list and other IM services.

The IM&P Login has two stages namely: SOAP Login which deals with User authentication, and then XMPP Login which deals with XMPP session creation and Stream Management.

How to Collect Logs

Primarily, clear the cache on the PC and collect the clean Jabber Problem Report (PRT). These are the steps to do the same

Step 1. Sign out and exit the Jabber application.
Step 2. Delete all the existing logs located at

%AppData%\Local\Cisco\Unified Communications\Jabber\
%AppData%\Roaming\Cisco\Unified Communications\Jabber\

Step 3. Restart Jabber and recreate the problem by logging in.

Step 4. Collect the Problem report (From the Jabber Help menu, select Report a problem option to launch problem reporting tool and follow instructions).

Follow these links:

Keywords to Search in Logs

Stages to Troubleshoot

Stage 1. CUCM Service Discovery

Error on screen	Cause	What to check in Jabber log
Cannot find your services automatically. Click advanced settings to set up manually	This error is seen when the _cisco-uds or _cuplogin SRV records are not configured in the DNS server	csf::dns::mapFromWindowsDNSResult

Sample Log Snippet

Steps to Resolve

Step 1. Start the command prompt (on a Windows Client) and then enter nslookup.

Step 2. Next set the query type to SRV
set type = SRV

Step 3. After that insert the SRV record we need to check
_cisco-uds._tcp.example.com

Step 4. This returns the DNS A records pointing to the CUCM servers. This is an example of the Successful _cisco-uds SRV record. If no records returned, contact your DNS Administrator to configure the SRV records

Error on screen Cause What to check in Jabber log

Cannot find your services automatically. Click advanced settings to set up manually This error is seen when the Jabber is unable to retrieve the UDS or TFTP Servers to gather its login information and configuration settings. HTTP response code 503 for request #29 to https://cucm.domain:8443/cucm-uds/
HTTP response code 503 for request #29 to https://cucm.domain:6972/

Steps to Resolve

Step 1. Validate that the CUCM nodes configured as TFTP Servers are up and running.

Step 2. Restart the following services on all the CUCM nodes.

Cisco TFTP

Cisco UDS Service

Stage 2. CUCM User Authentication

Error on screen Cause What to check in Jabber log

Your username or password is not correct This error is seen when the credentials entered is wrong or user is locked in CUCM/LDAP «FAILED_UCM90_AUTHENTICATION»

Sample Log Snippet

Steps to Resolve

Step 1. Ensure that the User you try to login as is configured as Enduser in CUCM by navigating to CUCM Administration > Enduser page.

Step 2. Verify if credentials are correct and the user is active by logging into the CUCM Self care Portal. This image refers to the scenario where the LDAP is unable to authenticate the user either because the user is not a valid user or the password supplied is incorrect.

Step 3. If this issue is seen for all users you need to verify if the LDAP synchronisation and LDAP Authentication settings on CUCM Administration > System > LDAP is correct.

Tip: From the LDAP Server perspective, make sure that the account is not locked, that the passwords are not expired and that all the users are synchronized with the CUCM Server.

Error on screen Cause What to check in Jabber log

Cannot communicate with the server Jabber is unable to resolve/reach the CUCM FQDN/HOSTNAME that it received during the Service discovery «FAILED_UCM90_CONNECTION»

Sample Log Snippet

Steps to Resolve

Step 1. Test if you are able to open this URL in the browser on the PC https:// :8443/cucm-uds/version

Unsuccesful

Successful

Step 2. If the response is unsuccessful, please verify if the DNS is configured correctly to resolve them and also if no Network Elements like Firewall/ASA is blocking port 8443.

Step 3. This URL must be tested for all CUCM Servers in the cluster. In order to know the list of Servers, navigate to CUCM Administration > System > Server.

Error on screen Cause What to check in Jabber log

Cannot communicate with the server This error is seen when the userid entered in Jabber doesnt match with userid configured in CUCM «FAILED_USER_LOOKUP»

Sample Log Snippet

Steps to Resolve

Step 1. Test if you are able to open this URL in the browser on the PC https://CUCM:8443/cucm-uds/clusterUser?username=

Step 2. Check if the userid that is being entered in Jabber matches the userid in CUCM End user page.

Tip: Jabber has UPN discovery enabled by default and hence get the userid prepopulated from LDAP UPN field. Check if UPN is same as configured in CUCM, if you need to disable UPN discovery ,set U PN_DISCOVERY_ENABLED =false during installation

Stage 3. SOAP Login (IM and Presence Login)

Error on screen Cause What to check in Jabber log

Your username or password is not correct This error is caused due to user Authentication failure «LERR_CUP_AUTH»

Sample Log Snippet

Steps to Resolve

Step 1. Check if the user is assigned to a Presence node and there are no duplicates for the user (IM and presence Administration > Diagnostics > System troubleshooter) .

Step 2. Check if the High Availability (HA) state is Normal and no Failover has occurred. If you have tried assigning the user during an abnormal HA state, Users are not assigned to any IMP node and login fails and now you need to recover the HA state first and re-assign the user.

Step 3. Ensure that the credentials are valid.

In case of LDAP user, verify if the user is able to login to the CUCM Selfcare portal.

If ccmenduser page login fails, check the LDAP Authentication settings in CUCM and also verify the same settings are replicated to IMP

run sql select * from ldapauthentication
run sql select * from ldapauthenticationhost

Check if the account is not locked in LDAP

If the user was recently enabled for Presence, restart the Cisco Sync Agent service on IMP Publisher.

Step 4. Check the server is having a high TOMCAT CPU consumption

show process load

utils diagnose test

Step 5. Set these services log to DEBUG and then recreate the Login issue and collect the logs

Client Profile Agent

Cisco Tomcat

Event Viewer-Application Log

Event Viewer-System Log

Error on screen Cause What to check in Jabber log

Invalid Credentials This errors is caused due to the user not being active or in the database. LERR_CUP_AUTH

Sample Log Snippet

Tip: For this error, it is also recommended to grab the Cisco Tomcat logs from the CUCM and IM&P servers.

From the Cisco Tomcat logs

Steps to Resolve

Two situations are encountered here if the Cisco Tomcat logs do not show any certificate error, the following requires to be validated.

Step 1. Validate that the user is associated with an IM&P server

Navigate to the CUCM Administration webpage > User Management >User Management > Assign Presence Users > Look for the userid and Click Find

Step 2. If the user is associated with an IM&P server, bounce the user from the Home Node cluster

Navigate to the CUCM Administration webpage > User Management > End User >Look for the end-user and Click Find > Under Service Settings, uncheck the Home Cluster checkbox > Click Save > check the Home Cluster checkbox and Click Save

In case the Cisco Tomcat logs show the error from the Snippet above, perform the following steps:

Step 1. Confirm if the Cisco Jabber is configured to use Secure LDAP

Step 2. If Secure LDAP is in used, confirm the certificates’ information associated with them like the Fully Qualified Domain Name (FQDN), Hostname and Common Name (CN).

Step 3. Validate how the CUCM and IM&P are configured, if with IP address or FQDN, and compare that with the information contain within the certificate

Navigate to the CUCM Administration webpage > System > Server

Step 4. If the servers are configured with IP address and the LDAP certificates are configured with FQDN, the following command requires to be executed on all the CUCM and IM&P nodes

utils ldap config ipaddr

Or the definition of the servers requires to be changed as FQDN. Follow the link.

Error on screen Cause What to check in Jabber log

Cannot communicate with the server This error is caused due to Issues with IMDB or TCP connectivity to IMP «LERR_CUP_UNREACHABLE» , «LERR_CUP_TIMEOUT»

Sample Log Snippet

2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [s\adapters\imp\components\Login.cpp(127)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] — ************************************************
2017-11-08 16:03:20,051 INFO [0x00003a0c] [s\adapters\imp\components\Login.cpp(128)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] — OnLoginError: LERR_CUP_UNREACHABLE
2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [s\adapters\imp\components\Login.cpp(129)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] — *************************************************

Steps to Resolve

Step 1. Check if IMP FQDN/Hostnames are resolvable from client PC.

Step 2. Check if you can open this URL in browser https:// :8443/EPASSoap/service/v105

Successful

Unsuccessful

Step 3. Verify that firewall/VPN is not blocking the connectivity to IMP server ( Port 8443,5222)

Step 4. Verify if this service runs in IMP server: Cisco Client profile Agent

Step 5. Set these services log to DEBUG, recreate the Login issue and then collect the logs if the above steps does not resolve the problem.

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Client Profile Agent

Tip: If the problem persists for only one user, you can try to unassign and re-assign the user for presence in CUCM. If it’s a system-wide problem, collect the logs and check the services status

Error on screen Cause What to check in Jabber log

Cannot communicate with the server Usually, this error is caused due to Issues with IMDB «LERR_CUP_INTERNAL_ERROR»

Sample Log Snippet

2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [s\adapters\imp\components\Login.cpp(127)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] — ************************************************
2017-11-08 16:03:20,051 INFO [0x00003a0c] [s\adapters\imp\components\Login.cpp(128)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] — OnLoginError: LERR_CUP_INTERNAL_ERROR
2017-11-08 16:03:20,051 DEBUG [0x00003a0c] [s\adapters\imp\components\Login.cpp(129)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] — *************************************************

Steps to Resolve

Step 2. Verify if the following services are running in the IM&P server

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Cisco Login datastore

Step 3. Check if this Field notice is applicable

Field Notice: FN — 64267 — Cisco Unified Communications Manager IM & Presence causes Cisco Jabber login failures — Software Upgrade Recommended

Step 4. Set these services log to DEBUG, recreate the Login issue and then collect the logs if the above steps does not resolve the problem.

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Client Profile Agent

Cisco Login Datastore

Event Viewer-Application Log

Event Viewer-System Log

Step 5. Reboot the cluster to recover the situation.

Stage 4. XMPP Login (IM and Presence Login)

Error on screen Cause What to check in Jabber log

Cannot communicate with the server Commonly seen when Jabber fails to connect over MRA and cannot establish a TLS session with the IM&P LERR_JABBER_AUTH : Authentication error with server e.g. resource bind, TLS, create session or SASL error

Sample Log Snippet

Steps to Resolve

Step 1. Check if Port 5222 is opened between the IM&P servers and the Expressways.

Step 2. Verify if these services are running in the IM&P server and restart them once.

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Step 3. Disable the High Availability from the CUCM Presence Redundancy Groups.

Step 4. Restart the Cisco XCP Router service on all the IM&P nodes, starting with the IM&P Publisher and then in the Subscribers.

utils service restart Cisco XCP Router Service

Step 5. Reenable the High Availability from the CUCM Presence Redundancy Groups.

Error on screen Cause What to check in Jabber log

Cannot communicate with the server Commonly seen when Jabber cannot create a session and bind itself in IMP server LERR_JABBER_AUTH : Authentication error with server e.g. resource bind, TLS, create session or SASL error»

Sample Log Snippet

2017-10-27 10:56:47,396 DEBUG [0x00007fff8b3d7340] [s/adapters/imp/components/Login.cpp(127)] [IMPServices] [OnLoginError] — ****************************************************************
2017-10-27 10:56:47,396 INFO [0x00007fff8b3d7340] [s/adapters/imp/components/Login.cpp(128)] [IMPServices] [OnLoginError] — OnLoginError: LERR_JABBER_AUTH : Authentication error with server e.g. resource bind, TLS, create session or SASL error
2017-10-27 10:56:47,396 DEBUG [0x00007fff8b3d7340] [s/adapters/imp/components/Login.cpp(129)] [IMPServices] [OnLoginError] — ****************************************************************

Steps to Resolve

Step 1. Check if the cup-xmpp Certificates are valid.

Step 2. Check if Port 5222 is open.

Step 3. Set the following services log to DEBUG and then recreate the Login issue and collect the logs before step 4 if Root cause to be identified as Reboot of the server is the only fix known so far

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Client Profile Agent

Event Viewer-Application Log

Event Viewer-System Log

Step 4. Reboot the server to resolve the issue.

Error on screen Cause What to check in Jabber log

Cannot communicate with the server Seen when IMP is not resolvable or reachable due to Network problems like firewall «LERR_JABBER_UNREACHABLE «

Sample Log Snippet

2014-12-15 12:07:31,600 INFO [0x00001670] [ts\adapters\imp\components\Login.cpp(96)] [imp.service] [IMPStackCap::Login::OnLoginError] — ****************************************************************
2014-12-15 12:07:31,600 INFO [0x00001670] [ts\adapters\imp\components\Login.cpp(97)] [imp.service] [IMPStackCap::Login::OnLoginError] — OnLoginError: (data=0) LERR_JABBER_UNREACHABLE :
2014-12-15 12:07:31,600 INFO [0x00001670] [ts\adapters\imp\components\Login.cpp(98)] [imp.service] [IMPStackCap::Login::OnLoginError] — ****************************************************************

Steps to Resolve

Step 1. Check if IMP FQDN/Hostnames are resolvable.

Step 2. Verify that the firewall/VPN is not blocking the connectivity to the IM&P server ( Port 8443,5222).

Step 3. Verify if these services are running in the IM&P server and restart them once.

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Step 5. Set these services log to DEBUG, recreate the Login issue and then collect the logs if the above steps do not resolve the problem.

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Client Profile Agent

Event Viewer-Application Log

Event Viewer-System Log

Step 6. In case of all users experiencing the same error, a server Reboot can be done for quick recovery.

Error on screen Cause What to check in Jabber log

Cannot Sign in your account. Contact your administrator. Commonly seen when the Jabber is login with SSO, either on-prem or over Expressways (Mobile Remote Access (MRA)) » LoginErrortoErrorCode: 27 mapped to: UnknownLoginError «

Sample Log Snippet

Steps to Resolve

Step 1. Validate that the user is assigned to the IM&P.

Step 2. Validate that the certificates are correctly exchanged between the nodes and the Jaber.

Step 3. Validate the OAuth Signing and Encryption keys are correctly configured on all the nodes. See this document under Verify section.

Step 5. Set these services log to DEBUG, recreate the Login issue and then collect the logs if the above steps does not resolve the problem.

Cisco XCP Router

Cisco XCP Connection Manager

Cisco XCP Authentication Service

Client Profile Agent

Event Viewer-Application Log

Event Viewer-System Log

Cisco SSO

Cisco Tomcat

Cisco Tomcat Security

Mandatory Checks

Step 1. Check if the user is assigned to a Presence node (navigate to IM and Presence Administration > System > Topology) and there are no duplicates for the user(navigate to IM and Presence Administration > Diagnostics > System troubleshooter)

Step 2. If High Availability is enabled, navigate to CUCM Administration > Server > Presence Redundancy Group and check if they are in Normal state. This is the image of how Normal state looks. For more information about High Availability can be found here.

Abnormal State

Note: The following services are used by the Jabber to log in: Cisco Tomcat, Cisco Tomcat Security, Cisco Client Profile Agent, Cisco XCP Connection Manager, Cisco XCP Router and Cisco XCP Authentication.

Normal State

Step 3. Check High Availability Replication status.

a.utils dbreplication runtimestate

If you encounter issues on the database replication, follow this link.

b.run pe sql ttlogin select count(*) from typesysreplication

or utils imdb_replication status ( 10.5.2 SU2a and above)

The three datastores need to show PASSED, and the command needs to be run on all the IM&P nodes, as sometimes on one node all the datastores’ replication can show Passed, but on another node, it can show Failed.

The implications if the IMDB (In-memory Database) replication is not correct can imply that some or all the users are unable to log in or that their presence status cannot be shown correctly.

The steps to resolve the IMDB replication issues are:

Step 1. Disable the HA for the IM&P Subcluster that is affected.

Step 2. Stop the Cisco Presence Engine on all nodes

utils service stop Cisco Presence Engine

Step 3. Verify all the Datastore Services are running: Cisco Login Datastore, Cisco Route Datastore, Cisco Presence Datastore, Cisco SIP Registration Datastore.

utils service list

Step 4. Restart Cisco Config Agent on each node one at a time.

utils service restart Cisco Config Agent

Step 5. Start Cisco Presence Engine.

utils service start Cisco Presence Engine

Step 6. Enable HA for the Sub-cluster.

How to Set Logs to DEBUG

Step 1 Choose Navigation > Unified serviceability > Trace > Configuration.
Step 2 From the Server drop-down list , choose the server ( i.e IMP node) that is running the service for which you want to configure trace and then, click Go.
Step 3 From the Service Group drop-down list box, choose the service group for the service that you want to configure trace; then, click Go.
Step 4 From the Service drop-down list box, choose the service for which you want to configure trace; then, click Go.
Step 5 Check box ‘Apply to All Nodes‘ and select the trace level to ‘DEBUG‘
Step 6 To save your trace parameters configuration, click the Save button

For more information of setting trace levels refer Cisco Unified Serviceability Administration Guide

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Почему не работает cisco jabber

3 простых шага по исправлению ошибок CISCOJABBER.EXE

1- Очистите мусорные файлы, чтобы исправить ciscojabber.exe, которое перестало работать из-за ошибки.

2- Очистите реестр, чтобы исправить ciscojabber.exe, которое перестало работать из-за ошибки.

3- Настройка Windows для исправления критических ошибок ciscojabber.exe:

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Некоторые сообщения об ошибках, которые вы можете получить в связи с ciscojabber.exe файлом

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