Cisco Unified Communications Manager (CallManager)

Unable to Integrate Jabber for iPhone with LDAP

Document ID: 113498

Updated: Apr 27, 2012



Cisco Jabber for iPhone 8.6 is an application obtained from the App Store for use with iPhone, iPod Touch, and iPad. Jabber allows you to manage your work calls using the Internet instead of your mobile service provider. This document describes how to resolve the error that occurs when you try to integrate Cisco Jabber for iPhone with LDAP on Cisco Unified Communications Manager 8.x.



There are no specific requirements for this document.

Components Used

The information in this document is based on these components:

  • Cisco Unified Communications Manager 8.x

  • Microsoft Windows 2008 Server

  • Cisco Jabber for iPhone 8.6.1 on iPhone iOS version 5.0.1

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.


Refer to Cisco Technical Tips Conventions for more information on document conventions.


You have connectivity between a Cisco Unified Communications Manager and an Apple iPhone, but Cisco Jabber for iPhone Directory search does not work. Further, the site has a Windows 2008 Server Active Directory Domain Controller and is serving as an LDAP Server. However, when you try to connect, it asks for user authentication in order to access the LDAP.

In this instance, Jabber-LDAP integration does not work, and you receive the Credentials required or incorrect search base error message.


There are two possibilities that can cause this error to occur:

  • The LDAP Search base is wrong or the LDAP password configured on the device is wrong.

  • The LDAP username entered may not be in the User Principal Name (UPN) format.

Complete these steps in order to resolve this issue:

  1. Check the search base, reenter the LDAP password in the configuration window, and reset the device once in CUCM.

  2. Configure these items as described here:

    • LDAP Username - An AD user account in UPN format. For example,

    • LDAP Password - The password.

    • LDAP Server - FQDN of a DC running the Global Catalog service, followed by ":port". For example,


If these steps did not resolve the issue, take a screenshot of both the device configuration from Cisco Unified Communications Manager and the problem report.

Complete these steps in order to collect the problem report from Cisco Jabber for iPhone:

  1. In Cisco Jabber for iPhone, go to Settings > Troubleshooting.

  2. Complete these steps:

    1. Make sure Detailed Logging is enabled.

    2. Reproduce the problem (that is, try to integrate Cisco Jabber for iPhone with LDAP).

    3. Go to Settings > Troubleshooting > Problem Reporting > email the problem.

      Note: These steps are explained in Cisco Jabber IM for iPhone not registering with CUCM 8.6.


Cisco Jabber for Mac 8.6.3 is unable to search the directory when using port 3269.



This issue occurs because Cisco Jabber for Mac does not support port number 3269 for secure LDAP configurations. However, Cisco Jabber for iPhone does support port 3269.


You can verify it in the list of port numbers that appear under the Port and Protocol List section of the Cisco Jabber for iPhone Release 8.6.4 Administration Guide. However, Cisco Jabber for Mac does not support port 3269 (Active Directory Global Catalog over LDAPS). According to the Firewall requirements for Cisco Jabber for Mac section of the Cisco Jabber for Mac Installation and Configuration Guide, port number 636 is listed as the port used for LDAPS. As a result, use port 636 (LDAPS) for secure LDAP configurations.

Note: This is documented in Cisco bug ID CSCtz87673 (registered customers only) .

Related Information

Updated: Apr 27, 2012
Document ID: 113498