Cisco Jabber Voice for Android Release 9.1(4) Administration Guide
Troubleshooting
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Troubleshooting

Contents

Troubleshooting

The following list describes how to troubleshoot Cisco Jabber Voice.

  • For solutions that users can perform without administrator assistance, and for tips and tricks about how the application works, see the user documentation.
  • See also the Release Notes.
  • Verify the status of the connection to each enterprise server directly from the mobile device.
  • For features that are not unique to this product (for example, conferencing or transferring calls):
    • Test the feature on existing configured desk phones. If it works, compare the working device configuration with your Cisco Jabber Voice device configuration.
    • Check the Unified CM documentation for troubleshooting tips. See the Troubleshoot and Alerts documentation list.
  • Make sure you entered the correct IP addresses, ports, paths, usernames, and passwords. If you entered hostnames instead of IP addresses, enter the IP address instead.
  • If users experience problems that you are unable to solve and you need to contact Cisco for support, have the users send you the client log files that capture the problem. See the following topics about obtaining logs from the client.

Verify Connection Status

Verify your connection status using your mobile device.
Procedure
    Step 1   Tap Cisco Jabber Voice icon to open application.
    Step 2   Tap Menu > Settings.
    Step 3   Under Accounts, check the connection status for the related feature.

    Cisco Jabber Voice for Android displays one of the following connection status messages:
    Connected
    Feature is set up and connected properly.
    Connecting
    Feature is currently making a connection attempt.
    Disconnected
    Feature is set up but is not currently connected. For example, you see this connection status if the corporate Wi-Fi network is not properly connected or the server is down.
    Error
    Feature is not currently set up or connected. For example, you see an error if you enter an incorrect password.

    Obtain Logs from Cisco Jabber Voice for Android Before Application Setup

    Have the user follow this procedure to send you logs from the client if the user did not already complete the setup wizard.

    Cisco recommends that users set up an email application on the Android device.


    Note


    The steps to send a problem report vary if the user already completed the setup wizard.

    If the user already completed the setup wizard, see Obtain Logs from Cisco Jabber Voice for Android After Application Setup.


    Procedure
      Step 1   In Cisco Jabber Voice for Android, go to the Begin Setup screen.
      Step 2   Tap Menu > Help > Troubleshooting > Send Logs.
      Step 3   Verify that the Audio Engine Logs check box is unchecked.
      Step 4   If you already completed the Internet Settings screen, check the Configuration Files check box. Otherwise, leave the check box as unchecked.
      Step 5   Tap Send Logs.

      Your Email application opens with a new message that contains a prepopulated subject line and attached log files.

      Step 6   Enter a description of the problem in the body of the email message and send it to your system administrator.
      Tip   

      If you can reproduce your problem, enable Detailed Logging by tapping Menu > Settings. Then, under Help, tap Troubleshooting. Check the Detailed Logging check box and reproduce your issue before you send the problem report.


      Obtain Logs from Cisco Jabber Voice for Android After Application Setup

      Have the user follow this procedure to send you logs from the client if the user already completed the setup wizard.

      Cisco recommends that users set up an email application on the Android device.


      Note


      The steps to send a problem report are different if the user did not complete the setup wizard.

      If the user did not complete the setup wizard, see Obtain Logs from Cisco Jabber Voice for Android Before Application Setup.


      Procedure
        Step 1   In Cisco Jabber Voice for Android, tap Menu > Settings.
        Step 2   Under Help, tap Send Logs.
        Step 3   Check the Audio Engine Logs check box.
        Step 4   Check the Configuration Files check box.
        Step 5   Tap Send Logs.

        Your Email application opens with a new message that contains a prepopulated subject line and attached log files.

        Step 6   Enter a description of the problem in the body of the email message and send it to your system administrator.
        Tip   

        If you can reproduce your problem, enable Detailed Logging by tapping Menu > Settings. Then, under Help, tap Troubleshooting. Check the Detailed Logging check box and reproduce your issue before you send the problem report.


        Obtain Logs from Cisco AnyConnect

        Have the user follow this procedure to send you logs from Cisco AnyConnect Secure Mobility Client.

        Procedure
          Step 1   From to the Cisco AnyConnect home screen, tap Diagnostics.
          Step 2   Turn on Debug Logs.
          Step 3   Try to reproduce the problem to capture the details in the logs.
          Step 4   Tap Email Logs.
          Step 5   Describe the problem.
          Step 6   Tap Send.

          Troubleshooting Issues

          Upgrade Issues

          Unable to Upgrade Cisco Jabber for Android

          Problem    User is unable to upgrade from Cisco Jabber for Android Release 8.6.x to Cisco Jabber Voice for Android Release 9.1(4).
          Solution    To upgrade Cisco Jabber for Android Release 9.x to Cisco Jabber Voice for Android Release 9.1(4), users must first uninstall any previous versions of the product from the device.

          Dial Via Office Does Not Work After Upgrade


          Note


          The DVO-R feature requires:

          • Cisco Jabber Voice for Android client, Release 9.1(1) and later.
          • Unified CM 9.1(1a).

          Problem    After users upgrade Cisco Jabber for Android Release 8.6.x to Cisco Jabber Voice for Android Release 9.1(4), the DVO-R feature does not work.
          Solution    After Cisco releases an update to Unified CM that supports DVO-R, you must upgrade your Unified CM. Also, to ensure that the DVO-R feature works after users upgrade Cisco Jabber for Android from an earlier release to Cisco Jabber Voice for Android Release 9.1(1), you must perform the following bulk updates on your Unified CM:
          • On the device page for each user, in the Product Specific Configuration Layout section, set the Dial via Office drop-down list to Enabled.
          • Check the Enable Mobile Connect check box in each user's Mobility Identity.

          For information about performing bulk updates, see the Bulk Administration Guide for your release of Unified CM, which is located in the maintenance guide list.

          Application Registration Fails After Upgrade

          Problem    After users upgrade Cisco Jabber for Android from an earlier release to Cisco Jabber Voice Release 9.1(1), the application cannot register.
          Solution    This issue can occur if you enable the SIP Digest Authentication feature and the Dial via Office feature at the same time. Cisco Jabber Voice does not support SIP Digest Authentication feature with the Dial via Office feature. To resolve the issue, enable only one of these features at a time.

          Setup Issues

          Cannot Complete Initial Setup for the Client

          Problem    User cannot set up the Cisco Jabber Voice for Android client for the first time.
          Solution    The following list describes different possible causes for and solutions to problems with setting up the client for the first time:
          • Have the user check the troubleshooting tips in the FAQs.
          • Verify that you installed the correct device COP file to ensure that the correct settings for Cisco Jabber Voice devices are available in Unified CM.
          • Verify that you used the correct format for naming the Device Name, as outlined in the procedure for adding a user device. Ensure that you send the user the exact name that you set up for the device. The device name:
            • Must start with BOT
            • Must be uppercase
            • Can contain up to 15 characters
            • Can include only the following characters: A to Z, 0 to 9, period (.), dash (-), or underscore (_) Cisco recommends that the device name include the username of the user so it is easy to remember.
            For example, the recommended device name of user jsmith is BOTJSMITH.
          • Verify that you set up a DN for the BOT device, as outlined in the procedure for adding a user device.
          • Verify that you enter a value in the Preset Wi-Fi Networks field, as outlined in the procedure for adding a user device.
          • Verify that you did not enable both SIP Digest Authentication feature with the Dial via Office feature. Cisco does not support SIP Digest Authentication feature with the Dial via Office feature. To resolve the issue, enable only one of these features at a time.
          • Reset the device on the Unified CM, and ask the user to provision again.
          • Ask the user to clear the cache and application data on the device. If you have already provisioned once or twice unsuccessfully, Cisco recommends clearing data before attempting again. To clear the application data, complete the following steps: Android OS 4.1:
            1. Tap the Android Settings application.
            2. Depending on your OS, tap either Apps or Application manager.
            3. Tap Jabber.
            4. Tap Force stop.
            5. Tap Clear data.
            Android OS 2.3:
            1. On the Android home screen, tap Menu > Settings > Applications > Manage applications.
            2. Tap Jabber.
            3. Tap Force stop.
            4. Tap Clear data.
          • Launch the client and try to provision again.

          Client Registration Fails

          Problem    Cisco Jabber Voice for Android registration fails or times out.
          Solution    The following list describes different possible causes for and solutions to registration failure or timeout conditions:
          • Have the user check the troubleshooting tips in the FAQs for users.
          • Verify that the mobile device can reach Unified CM. To verify, try using the browser on the device to connect to the Unified CM Administration portal.
          • If registration is rejected with error 503, go to the Cisco Dual Mode for Android device page in Unified CM and select Reset, and then try again.
          • Make sure your DNS server can resolve the hostname of the Unified CM server that is used as the TFTP server address.
          • Enter the IP address instead of the hostname of the Unified CM server into the TFTP Server Address setting in the client.
          • If registration fails with the error message "Verification Timed Out," you did not reboot all Unified CM servers in the cluster after you installed the device COP file. To resolve the error, reboot all Unified CM servers.
          • Make sure you have enough licenses to accommodate your deployment.
          • Make sure you entered your corporate Wi-Fi SSIDs in the Preset Wi-Fi Networks field on the device page for this user. For more information, see Add User Device.
          • Verify that you did not enable both the SIP Digest Authentication feature and the Dial via Office feature. Cisco does not support SIP Digest Authentication feature with the Dial via Office feature. To resolve the issue, enable only one of these features at a time.
          • Have the user check that the device connects to the corporate Wi-Fi network. If the network is a custom Wi-Fi network and the user did not check the associated check box on the Custom Wi-Fi Networks screen, the client does not try to register.
          • If the value in System > Server in Unified CM is a hostname without a domain, enter your domain name in the Domain Name field in the Cisco Dual Mode for Android device page.

          Device Icon Is Missing

          Problem    The device icon in the Unified CM Administration pages does not appear.
          Solution    Try the following:
          1. Restart the Tomcat service.
          2. Reload the device page in your browser.
          3. Clear the browser cache if necessary.
          4. If the problem is not resolved, restart the Unified CM server.

          Directory Server Handshake Error

          Problem    When the client attempts to connect to the directory server, the connection fails with an SSL Handshake error.
          Solution    Change the Enable LDAP SSL setting on the device page in Unified CM, and relaunch the application.

          Unable to Create Device in Unified CM

          Problem    The Cisco Jabber Voice user’s device type is not available as an option.
          Solution    Make sure that you uploaded the device COP file and restarted Unified CM. See Install Cisco Options Package File for Devices.

          Changes to Dial Rules Do Not Take Effect

          Problem    Changes to the Application Dial Rules or the Directory Lookup Rules in Unified CM do not take effect.
          Solution    If using Unified CM Release 8.5 and earlier, run the dial rules COP file again to make the changes available to Cisco Jabber Voice, and then restart the TFTP service. The updated rules are available to Cisco Jabber Voice the next time the user restarts the application. See Use of Dial Rules.

          Device Issues

          Battery Drains Faster During VoIP Calls

          Problem    The device battery seems to drain more quickly during Cisco Jabber Voice VoIP calls than during standard mobile calls.
          Solution    VoIP calls sometimes use slightly more battery power than standard mobile calls. For actions the user can take, see the FAQs for users at http:/​/​www.cisco.com/​en/​US/​products/​ps11596/​products_​user_​guide_​list.html.

          Client Registration Fails

          Problem    Cisco Jabber Voice for Android worked before, but then the application stopped working because of registration issues. The users sees a red Cisco Jabber Voice for Android icon and the Phone Services account displays "Disconnected".
          Solution    The following list describes different possible causes for and solutions for registration issues.
          • If you enabled the SIP Digest Authentication feature, verify that you set up the feature correctly. Different authentication methods require different setup steps.
          • If the user's SIP Digest Authentication credentials expired, or if the user forgot the password, reset the credentials. In the Unified CM Administration portal, select User Management > End User. Search for the end user. On the End User Configuration page, in the User Information section, enter the new credentials in the Digest Credentials and Confirm Digest Credentials fields.
          • If the SSID for the corporate Wi-Fi changed, add the new value in the Preset Wi-Fi Networks field on the device page for the user.

          Client Registration Drops Frequently

          Problem    Unified CM registration drops frequently when the user device is idle.
          Solution    Verify the SIP Profile settings in Unified CM Administration. For more information, see Create dedicated SIP Profile.

          Cannot Complete Calls

          Problem    The system cannot connect phone numbers that are dialable. Users hear a network busy tone or error message.
          Solution    Try the following:
          • If you use Unified CM Release 8.5 and earlier and you made changes to the Application Dial Rules, make sure you ran the dial rules COP file to make the changes available to Cisco Jabber Voice, and that you restarted the TFTP service.
          • If you modified the dial rules and specified an alternate location for the dial rules in the Product Specific Configuration Layout section on the device page, make sure that you updated the custom file before you restarted the TFTP service.
          • Make sure that you set the Call Forward Unregistered settings on the device page.

          Calls Incorrectly Sent to Voicemail

          Problem    Calls are routed directly to voicemail.
          Solution    In Unified CM, modify the call timer values on the Mobility Identity page. For more information, see Add Mobility Identity.
          Problem    After Cisco Jabber Voice is idle for a few minutes, incoming Internet calls are sent directly to voicemail and are displayed as missed calls.
          Solution    In Unified CM, ensure that the SIP Dual Mode Alert Timer is set as described in Increase SIP Dual Mode Alert Timer Value.

          Calls Are Dropped or Interrupted

          Problem    Calls are unexpectedly dropped or interrupted.
          Solution    Because network issues outside your enterprise are neither under the control of nor specific to the client, Cisco Technical Assistance Center (TAC) does not troubleshoot these issues. Try one of the following:
          • For actions the user can take, see the FAQs for users.
          • If these problems are frequent, verify the SIP Profile settings in Unified CM Administration. For more information, see Create dedicated SIP Profile.
          • If these problems are frequent while users are on the corporate premises, make sure your Wi-Fi network meets the network requirements specified in the Cisco Jabber Voice Release Notes.
          • If you change settings on the Unified CM Administration pages and click Save and then click Apply Config, Cisco Jabber Voice reregisters. The application reregisters again 30 seconds later. When Cisco Jabber Voice reregisters, active calls are dropped and the application automatically restarts.
          Related Information

          Problems with Voice Quality

          Problem    Voice quality is poor.
          Solution    Voice quality cannot be guaranteed because of variable network conditions. Because network issues outside your enterprise are neither under the control of nor specific to Cisco Jabber Voice, the Cisco Technical Assistance Center (TAC) does not troubleshoot these issues.
          However:
          • For actions the user can take, see the FAQs for users.
          • For general information about optimizing your corporate Wi-Fi network for voice transmission, see the "Network Requirements" section of the Cisco Jabber Voice Release Notes.

          Unable to Move Calls from Mobile Network to the Client

          Problem    User is unable to transfer a call from the mobile network to Cisco Jabber Voice.
          Solution    Users can transfer calls to the mobile network from Cisco Jabber Voice, but not in the other direction.

          Unable to Receive Calls in the Client

          Problem    An incoming call arrives briefly in Cisco Jabber Voice while it is running, but then the call is terminated and diverted to the native mobile phone number using Mobile Connect instead.
          Solution    In Unified CM, set the SIP Dual Mode Alert Timer as described in Increase SIP Dual Mode Alert Timer Value.
          Problem    After Cisco Jabber Voice is idle for a few minutes, incoming Internet calls are sent directly to voicemail and are displayed as missed calls.
          Solution    In Unified CM, ensure that the SIP Dual Mode Alert Timer is set as described in Increase SIP Dual Mode Alert Timer Value.
          Problem    After an Android device goes to sleep, the client cannot receive calls.
          Solution    In Unified CM, increase the SIP Dual Mode Alert Timer to 7000 milliseconds. If the user still experiences this issue, you can further increase this setting in increments of 500 milliseconds, to a maximum of 10 000 milliseconds. For details about how to increase the SIP Dual Mode Alert Timer Value, see Increase SIP Dual Mode Alert Timer Value.

          Unable to Send VoIP Calls to Mobile Device

          Problem    User cannot send an active VoIP call from Cisco Jabber Voice to the mobile phone number.
          Solution    Try one of the following:
          • Verify that the device is connected to the corporate Wi-Fi network. The option to move the call to the mobile network is dimmed and unavailable if the device is not connected to the corporate Wi-Fi network.
          • Verify that Mobile Connect works by exiting Cisco Jabber Voice and dialing the extension. If you hear a fast busy signal, make sure you entered the Mobility Identity phone number in a routable format.
          • In Unified CM, adjust the call timers on the Mobility Identity page. See the online help in Unified CM for more information. Make sure that the No Answer Ring Duration on the Primary DN page is greater than the value you specified for Answer Too Late Timer on the Mobility Identity page.

            Note


            The Answer Too Late Timer starts when Unified CM receives an acknowledgment from the mobile network that the call was accepted. Some mobile networks subsequently send a separate alert that the dialed number is ringing; in those cases, the Answer Too Late Timer restarts when Unified CM receives that alert.


            To test this for a particular mobile device, dial the mobile phone number (the mobile network) from another phone on the corporate calling system and track the amount of time that passes between the time you dial the last digit and the time the call goes to voicemail. If you increase the No Answer Ring Duration, see related cautions for this setting in the online help in Unified CM.
          • In Unified CM, increase the SIP Dual Mode Alert Timer to 5000 milliseconds. If the user still experiences this issue, you can further increase this setting in increments of 500 milliseconds, to a maximum of 10 000 milliseconds. For details about how to increase the SIP Dual Mode Alert Timer Value, see Increase SIP Dual Mode Alert Timer Value.

          Search Issues

          No Directory Search

          Problem    Directory search is not available.
          Solution    If you do not enter an IP address for a directory server in the device page in Unified CM, the client assumes your deployment does not include Directory Services. Enter this information, save and reset the device, and then relaunch the client.

          Cisco AnyConnect Issues

          Certificate Authentication Failure

          Problem    Cisco AnyConnect Secure Mobility Client cannot authenticate with the ASA using a certificate.
          Solution    Verify the following:
          • The certificate is still valid and the CA server has not revoked the certificate.
          • You set the correct VPN connection profile for authentication.
          • You set the Key Usage setting of the certificate to TLS Web Client Authentication.

          SCEP Enrollment Failure

          Problem    Cisco AnyConnect Secure Mobility Client cannot enroll for a certificate using SCEP.
          Solution    Verify the following:
          • The CA server is set up to automatically grant the certificate.
          • The Clock skew between the ASA and CA server is less than 30 seconds.
          • The CA server enrollment URL is reachable over the VPN tunnel.
          • The Automatic SCEPHost value in the VPN client profile matches the Group-Alias of the connection profile. For example, if the Group Alias is set as certenroll and the ASA address is asa.example.com, you need to set the SCEP Automatic Host as asa.example.com/certenroll.
          • You enabled the ssl certificate-authentication interface outside port 443 command on the ASA.

          Voicemail Issues

          Cannot Connect to Voicemail Server

          Problem    User repeatedly receives "Incorrect username or password" error when attempting to access voicemail.
          Solution    Check the voicemail server to determine if the user account is locked because the user made too many incorrect attempts to sign in.

          Lost Connection to Voicemail Server

          Problem    User sees a notification that the connection to the voicemail server is lost because of expired or invalid credentials, but the user cannot change the password.
          Solution    Users cannot change their voicemail passwords in the client. To resolve this issue, instruct users to go to the Cisco Personal Communications Assistant (PCA) to change their password. To access Cisco PCA, go to http:// <Cisco Unity Connection server>/ciscopca.

          SIP Digest Authentication Issues

          Problems with SIP Digest Authentication

          Problem    When the user is prompted to enter SIP Digest Authentication credentials, the client accepts any text.
          Solution    Check your settings and verify that you:
          • Created a custom phone security profile in which you enabled digest authentication.
          • Set the device security profile to use the custom phone security profile.

          Dial Via Office Issues

          Dial Via Office Calls End Unexpectedly


          Note


          The DVO-R feature requires:

          • Cisco Jabber Voice for Android client, Release 9.1(1) and later.
          • Unified CM 9.1(1a).

          Problem    After the user places a DVO call and presses any number on the keypad, the call ends without a notification. This problem can occur if you enable DVO and user-controlled Voicemail Avoidance, and the person that the user calls has a busy line and did not set up voicemail on the deskphone.
          Solution    Try the following:
          • Ask the user to call again later.
          • Set up the end user with timer-based voicemail avoidance instead of user-controlled voicemail avoidance. For more information, see Set Up Voicemail Avoidance.

          Dial Via Office Calls Cannot Connect


          Note


          The DVO-R feature requires:

          • Cisco Jabber Voice for Android client, Release 9.1(1) and later.
          • Unified CM 9.1(1a).

          Problem    The user sets the Jabber calling option to "Always use DVO" or "Automatically select", but when the user tries to make a DVO call, the call does not connect.
          Solution    This problem can occur if you enable DVO on an unsupported release of Unified CM. If you enable DVO on an unsupported release of Unified CM, the end user sees the DVO calling options and can attempt to make a DVO call, but the calls cannot connect.

          Dial Via Office Calls Placed From Voicemail or Alternate Number


          Note


          The DVO-R feature requires:

          • Cisco Jabber Voice for Android client, Release 9.1(1) and later.
          • Unified CM 9.1(1a).

          Problem    People receive calls from the user's voicemail system or alternate phone number.
          Solution    Try the following:
          • Check whether the user set up the DVO Callback Number with an alternate number. An alternate number is any phone number that the user enters in the DVO Callback Number field on the client that does not match the phone number that you set up on the user's Mobility Identity in Unified CM. If so, you can resolve this issue by setting up the trunk Calling Search Space (CSS) to route to destination of the alternate phone number. For more information, see Enable Mobile Connect or Set Up Enterprise Feature Access Number.
          • Ask users to verify if their mobile voice connection was weak when they placed the Dial via Office call. To prevent further issues, tell users to ensure that they have a strong mobile voice connection before they place Dial via Office calls.
          Problem    Users cannot place outgoing DVO-R calls when using an alternate callback number
          Solution    Ensure that the partition for the alternate callback number is in the outgoing trunk CSS (Calling Search Space). For more information, see Enable Mobile Connect or Set Up Enterprise Feature Access Number.

          Problems with DVO Callback


          Note


          The DVO-R feature requires:

          • Cisco Jabber Voice for Android client, Release 9.1(1) and later.
          • Unified CM 9.1(1a).

          Problem    After the user places a DVO-R call, the callback does not reach the mobile device, or it shows up briefly and goes away before the user can answer it. If Mobile Connect is set up for the user, the user may receive a Mobile Connect call.
          Solution    In Unified CM, increase the SIP Dual Mode Alert Timer to 5000 milliseconds. If the user still experiences this issue, you can further increase this setting in increments of 500 milliseconds, to a maximum of 10 000 milliseconds. For details about how to increase the SIP Dual Mode Alert Timer Value, see Increase SIP Dual Mode Alert Timer Value.