Cisco Jabber for Windows 9.2.x Installation and Configuration Guide
Troubleshoot Cisco Jabber for Windows
Downloads: This chapterpdf (PDF - 1.29MB) The complete bookPDF (PDF - 4.24MB) | The complete bookePub (ePub - 1.01MB) | Feedback

Troubleshoot Cisco Jabber for Windows

Troubleshoot Cisco Jabber for Windows

Resolve common issues with Cisco Jabber for Windows.

Configuration Issues

Configuration File Does Not Download

Problem description: Cisco Jabber for Windows does not download the configuration file from the TFTP server. The configuration file is not available in the installation directory after you start Cisco Jabber for Windows.

Resolution:
  1. Restart your TFTP server.
  2. Check the name of your configuration file.
    Remember:
    • The name of the configuration file is case sensitive.
    • The global configuration filename must be jabber-config.xml.
  3. Ensure your corporate firewall does not prevent Cisco Jabber for Windows from downloading the configuration file.

Cisco Jabber for Windows Does Not Read the Configuration File

Problem description: You host a global or group configuration file on your TFTP server. Cisco Jabber for Windows downloads the configuration file and saves it in the appropriate installation directory. However, Cisco Jabber for Windows does not apply any settings you specify in the configuration file.

Resolution: Ensure the XML in the configuration file is valid. Cisco Jabber for Windows configuration files must do the following:
  • Use utf-8 encoding.
  • Contain only valid XML character entities. For example, use & instead of &.Open your configuration file in Microsoft Internet Explorer to determine if any characters or entities are not valid. If Internet Explorer displays the entire XML structure, your configuration file does not contain invalid characters or entities. If Internet Explorer displays only part of the XML structure, your configuration file most likely contains invalid characters or entities.

Cisco Jabber for Windows Uses Old Configuration Settings

Problem description: Cisco Jabber for Windows is not using the current configuration settings. You change settings in a configuration file and host it on your TFTP server. However, Cisco Jabber for Windows uses the settings from the previous version of the configuration file.

Resolution:
  1. Restart your TFTP server.
  2. Open the configuration file in your browser to verify the settings. Typically, you can access the configuration file at the following URL: http://tftp_server_address:6970/jabber-config.xml
If restarting your TFTP server does not resolve this issue, it is likely that Cisco Jabber for Windows uses the cached configuration file because it cannot download the current version.

Directory Integration Issues

Cannot Determine If a Directory Connection is Established

Problem description: In an on-premises deployment, you specify directory settings in a Cisco Jabber for Windows configuration file. However, you are not sure whether Cisco Jabber for Windows is successfully connected to the directory.

Resolution: Perform the following steps to determine whether Cisco Jabber for Windows is connected to the directory:
  1. Start the client.
  2. Enter at least three characters in the search field.
If Cisco Jabber for Windows displays a list of matching contacts, search is working. Cisco Jabber for Windows is successfully connected to the directory.

If Cisco Jabber for Windows is not successfully connected to the directory, review the configuration settings. By default, the client uses Enhanced Directory Integration and connects to a Global Catalog server.

ADSI Error Codes

Cisco Jabber for Windows uses Microsoft Active Directory Service Interfaces (ADSI) for directory integration. You should refer to the ADSI error codes to help troubleshoot directory integration issues.

Audio, Video, and Device Issues

Voicemail is Not Available

Problem description: Cisco Jabber for Windows users cannot access voice messages after deployment.

Resolution:
On-Premises deployments
Ensure you specify the voicemail store server address in Cisco Unified Presence.
Cloud-Based deployments
Ensure you select the Enable Visual Voicemail option with the Cisco WebEx Administration Tool.

Audio and Video Communication is Not Available

Problem description: You provision audio and video devices, but Cisco Jabber for Windows cannot connect to the devices.

Resolution:
On-Premises deployments
Ensure you set up a CTI gateway and create a CCMCIP profile on Cisco Unified Communications Manager as appropriate.
Cloud-Based deployments
Ensure you select the following options with the Cisco WebEx Administration Tool:
  • Select the Enable Cisco WebEx Connect Click-to-Call option for the appropriate cluster.
  • Select the Enable Cisco UC Manager integration with Cisco WebEx Connect option for the appropriate cluster.

Voicemail Prompt is Truncated

Problem description: The start of voicemail prompts is truncated.

The start of the audio that prompts users to leave voicemail messages can be truncated in some instances. The result of the truncation is that users do not hear the first second or two of the voicemail prompt.

Resolution

To resolve this issue, set a value for the Delay After Answer field in the Cisco Unity Connection advanced telephony integration settings. See the Cisco Unity Connection documentation at: http:/​/​www.cisco.com/​en/​US/​docs/​voice_ip_comm/​connection/​8x/​gui_reference/​guide/​8xcucgrg120.html#wp1056978

Group Chat Does Not Start

Problem description: You attempt to start a group chat. The group chat does not start and the following message is written to the log files:
WARN [0x000021c0] [PME(0)] [cpve] [<ctxt:GStreamer,thread:8640>] - pipeline0 [gstbin.c(2399), gst_bin_do_latency_func()]-> failed to query latency" and the it is generating 10+ log files per minute.
If you then restart Cisco Jabber for Windows, the following message is written to the log files:
ERROR [0x000004fc] [ied\featuresets\adapters\imp\Log.cpp(35)] [JabberWerx] [IMPStackCap::Log::log] - [XmppSDK.dll]: CXmppMUCRoom::GetGroupChatServer , no MUC_SERVICE is available, please check the configure of server, bPersistent:0
Resolution: To resolve this issue, do the following:
  1. Ensure at least one of the group chat participants is online. Cisco Jabber for Windows requires a minimum of one online participant to create a group chat.
  2. Activate and start the Cisco XCP Text Conference Manager service on Cisco Unified Presence.
  3. Activate and start the Text Conference Manager service on Cisco Unified Presence.

End Users Cannot Retrieve Phone Account Details

Problem description: Cisco Jabber for Windows users cannot retrieve phone account details when they log in to an extension mobility profile. As a result, error messages display in the Phone services section of the Phone accounts tab on the Options dialog box.

The affected users have multiple devices configured on Cisco Unified Communications Manager.

The following exceptions are written to the csf-unified.log file in the %USER_PROFILE%\AppData\Local\Cisco\Unified Communications\Jabber\CSF\Logs directory:
<time_stamp> DEBUG [0x00001d80] [src\config\CCMCIPClient.cpp(230)] [csf.ecc] [curlDebugCallback] - <html> <body> org.apache.jasper.JasperException: java.lang.reflect.InvocationTargetException<br> <!-- org.apache.jasper.JasperException: java.lang.reflect.InvocationTargetException at org.apache.jasper.runtime.JspRuntimeLibrary.handleSetPropertyExpression(JspRuntimeLibrary.java:622) at org.apache.jsp.ControlledDevices_jsp._jspx_meth_c_005fforEach_005f0(ControlledDevices_jsp.java:834) at org.apache.jsp.ControlledDevices_jsp._jspService(ControlledDevices_jsp.java:180) at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:70) at javax.servlet.http.HttpServlet.service(HttpServlet.java:722)
Resolution: To resolve this issue, do the following:
  1. Disassociate the affected users from all extension mobility profiles.
  2. Contact your Cisco support representative and request an Engineering Special (ES) to resolve this issue on Cisco Unified Communications Manager.
After you apply the ES on Cisco Unified Communications Manager, you can re-associate the affected users with the extension mobility profiles.

Off Hook Dialing Does Not Change Presence States

Problem description: A Cisco Jabber for Windows user dials a number directly from the desk phone, or other device. The availability status does not change to indicate the user is on a call.

Resolution: To resolve this issue, do the following:
  1. Ensure the user is associated with the line number.
    1. Open Cisco Unified Communications Manager and browse to the Phone Configuration window for the device.
    2. Locate the Association Information section and select the line associated with the device. The Directory Number Configuration window opens.
    3. Locate the Users Associated with Line section.
    4. Verify that the user is associate with the line.
  2. Ensure the SIP trunk exists from Cisco Unified Communications Manager to Cisco Unified Presence.
    1. Open Cisco Unified Communications Manager.
    2. Select Device > Trunk.
    3. Search for a SIP trunk to Cisco Unified Presence.
    4. Create a SIP trunk if one does not exist.
  3. Check resolution of the DNS name entries that are set as security exceptions in Cisco Unified Presence to allow communication with Cisco Unified Communications Manager. When you set up Cisco Unified Presence and Cisco Unified Communications Manager on a domain, exceptions are automatically added as DNS names. If issues occur with the resolution of a DNS name entry, the corresponding incoming and outgoing exceptions do not take effect. You should ensure that if you ping a DNS name, the correct IP address is returned. You should also ensure that if you ping the IP address, the correct DNS name is returned.
    To access the security exceptions on Cisco Unified Presence, select System > Security and then select one of the following:
    • Incoming ACL
    • Outgoing ACL

Desk Phone Video Unavailable or Unknown

Problem description: You set up desk phone video capabilities but an error occurs that indicates desk phone video is either unavailable or the deskphone device is unknown.

Resolution: To resolve this issue, do the following:
  1. Ensure you enable the desk phone device for video in Cisco Unified Communications Manager.
  2. Reset the physical desk phone.
  3. Exit the client.
  4. Run services.msc on the computer where you installed the client.
  5. Restart Cisco Media Services Interface.
  6. Restart the client.

Calls Drop Intermittently on Network Profile Change

Problem description: Audio and video calls drop intermittently when the network profile changes.

A known bug exists with Microsoft Windows 7 and Microsoft Windows Server 2008 R2 that causes the network profile to change unexpectedly. This change in the network profile closes network ports that Cisco Jabber for Windows requires for calls. As a result, if you are on a call when the network profile changes, that call automatically terminates.

Resolution: Apply the fix available from the Microsoft support site at: http:/​/​support.microsoft.com/​kb/​2524478/​en-us