User Guide for Cisco Jabber for iPhone 9.5
Troubleshoot
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Troubleshoot

Troubleshoot

Sign-in issues

If you cannot sign in, try the following troubleshooting tips.

Procedure
    Step 1   Check that you are using a supported device and operating system.

    For information about supported devices and operating systems, see the Cisco Jabber for iPhone Release Notes for your release.

    Step 2   Check that you are using the correct release of Cisco Jabber for iPhone.

    You can download the latest release of Cisco Jabber for iPhone from the App Store.

    Step 3   Check that your VPN is connected (if VPN is required). If your VPN is not connected, contact your system administrator.
    Step 4   If you are using Phone Services, check the network connection between your device and the corporate network as follows:
    1. Open your Internet browser.
    2. Try to access the administration pages for your corporate calling system by entering the following URL in your Internet browser: http://your company's Cisco Unified Communications Manager server address.

      Example:http://209.165.200.224

      Contact your system administrator if you do not have the address for your company's Cisco Unified Communications Manager server.

    3. If you cannot access the administration pages for your corporate calling system, try again from a different network access point. If you still cannot access the administration pages for your corporate calling system, contact your system administrator to find out if there is a network issue.
    Step 5   If you are using Cisco Unified Communications Manager IM and Presence Service Release 9.1 or earlier, check that you can sign in with your user account as follows:
    1. Enter the URL using the following format: http://presence server name/ccmuser.

      If you cannot access the server, contact your system administrator to find out if there is a network issue.

    2. Sign in with your username and password.

      If the sign-in fails, contact your system administrator.

    Step 6   If you are using Cisco Unified Communications Manager IM and Presence Service Release 10.0, check that you can sign in using your user account as follows:
    1. Enter the URL using the following format: http://ccm server name/ccmuser.

      If you still cannot access the server, contact your system administrator to find out if there is a network issue.

    2. Sign in with your username and password.

      If the sign-in fails, contact your system administrator.

    Step 7   If you are using Cisco Unified Communications Manager IM and Presence Service, check the network connection between your device and the server as follows:
    1. Open a ping utility to ping the Cisco Unified Communications Manager IM and Presence server.
    2. Enter the Fully Qualified Domain Name of the server in the following format: presence server name.domain.com

      If you cannot ping the server, contact your system administrator.

    Step 8   If you still cannot set up Cisco Jabber for iPhone, send a problem report to your system administrator.

    Related Information

    Connection issues

    Lost connection

    Problem    My device lost connection to the corporate servers and cannot automatically reconnect.
    Solution    Check whether you signed in to more than one Cisco Jabber for iPhone application using the same device ID. You can register a device ID to only one Cisco Jabber for iPhone application at a time. To resolve this issue, sign out of the other application that uses this device ID.

    Contact issues

    Cannot see contact photos

    Problem    I cannot see photos for Cisco Jabber contacts.

    Solution    Try the following:

    • In Cisco Jabber, tap Settings > Display and check that the Show Contact Photo switch is turned on. If not, tap the switch to turn it on.
    • Contact your system administrator to check that photos are enabled on your profile.

    Call issues

    Cannot send calls to mobile network

    Problem    I cannot send Cisco Jabber VoIP calls to my mobile voice network.

    Solution    Check the following:

    • Check that your signal strength is good.
    • Check that you enabled the Show My Caller ID setting on your phone. On the iPhone home screen, tap Settings > Phone > Show My Caller ID and check that the Show My Caller ID switch is turned on.

    Cannot call

    Problem    I cannot make Cisco Jabber calls using VPN over a Wi-Fi network.

    Solution    Check whether the VPN client is supported.

    Related Information

    Cannot start video conferences

    Problem    I cannot start a video conference call from within Cisco Jabber.

    Solution    Contact your system administrator to check that your MCU settings are set up properly for your Phone Services account.

    DVO call issues

    Problem    When I make Dial via Office (DVO) calls, the person I call receives a call from my voicemail system or a different number.

    Solution    When you place a DVO call, the person you call can receive a call from your voicemail system or a different number in the following cases:

    • Your mobile voice network connection is weak. To prevent this issue, check that you have a strong mobile voice network connection before you place a DVO call.
    • You set up your DVO Callback Number with a phone number that is different than your mobile phone number. To prevent this issue, change your DVO Callback Number to your mobile phone number in the Cisco Jabber settings.
    • You do not answer your callback in time and your device is set up with voicemail.

    Calls drop

    Problem    When making Cisco Jabber VoIP calls using VPN over a Wi-Fi network, the calls drop after several seconds.

    Solution    Check the following:

    • Check that the VPN client is supported.
    • Check your data network signal. If you are using Cisco Jabber over your mobile data network, your connectivity and call quality can vary considerably. If the issues persist, disable mobile data network connectivity. In Cisco Jabber, tap Settings > Audio and Video. Tap the Mobile Data Network switch to turn it off.
    Related Information

    Cannot see video on calls

    Problem    I cannot receive video when on a Cisco Jabber video call using VPN over a Wi-Fi network.

    Solution    Check that the VPN client is supported.

    Related Information

    Cannot see calling options

    Problem    I cannot see the calling options in the Cisco Jabber Settings menu.

    Solution    Your administrator must enable the Dial via Office feature before you can see the calling options in your settings menu. For more information, contact your administrator.

    Poor or dropped audio

    Problem    Poor audio quality, sudden silence, or dropped audio.

    Solution    Check the following:

    • Weak wireless signal: Check the bars on your device to verify that you have a strong Wi-Fi connection. If your signal is weak, consider moving the call to the mobile network. While on a call, tap and then tap Move to Mobile. Tap OK, and then tap Answer.
    • Mobile data network connectivity: If you are using Cisco Jabber over your mobile data network, your connectivity and call quality can vary considerably. If the issues persist, disable mobile data network connectivity. In Cisco Jabber, tap Settings > Audio and Video. Tap the Mobile Data Network switch to turn it off.
    • Bluetooth and Wi-Fi interference: Even on well-designed Wi-Fi networks, you can experience interference from other devices (including your Bluetooth headset), which can cause dropped calls or poor audio quality on Cisco Jabber. Turn off the Bluetooth headset to see if that resolves the issue.
    • Handoff between Wi-Fi access points: As you move around your workplace, your Wi-Fi connection may transfer between different Wi-Fi access points. If you are on a call during one of these transitions, you might hear a few seconds of garbled audio or silence. This problem resolves itself after the handoff is completed.
    • Lost connection to Phone Services: Common causes include network problems or servers that are down temporarily. Contact your system administrator if this issue persists.
    • Low-bandwidth networks: If you call over a low-bandwidth wireless network, optimize your connection for low-bandwidth networks and try again. In Cisco Jabber, tap Settings > Audio and Video. Tap the Low-Bandwidth Mode switch to turn it on.
    Related Tasks

    One-way audio

    Problem    When I make Cisco Jabber calls using VPN over a Wi-Fi network, the call audio is only one way.

    Solution    Check that the VPN client is supported.

    Related Information

    Cannot hear audio on headsets

    Problem    While on a call using a headset, I cannot hear the caller even after turning up the volume on the headset.

    Solution    The headset volume is independent of the volume control in Cisco Jabber. You need to increase the volume setting in Cisco Jabber.

    To do this, use the device volume buttons to adjust the volume settings while Cisco Jabber is open and the headset is plugged in.

    Audio drops when receiving calls to your native phone app

    Problem    Audio disappears on my Cisco Jabber VoIP call when I get an incoming call to my native phone app.

    Solution    If you are already on a Cisco Jabber VoIP call when a new mobile call arrives to your native phone app, Cisco recommends that you decline the new call.

    1. Tap Decline.
    2. Tap Resume to resume your Cisco Jabber VoIP call.

    When you receive an incoming call to your native phone app, the native phone app automatically disables the microphone for all other applications including Cisco Jabber.

    You do not have enough time before the microphone is disabled to inform your current caller that you need to take another call.

    If you decline the new call and then resume your Cisco Jabber VoIP call, your current caller can hear you again.

    If you accept the new call, you cannot return to your Cisco Jabber VoIP call until you end the native phone call.

    Voicemail issues

    Voicemail credentials issues

    Problem    I cannot access voice messages because of an incorrect username or password error.

    Solution    Contact your voicemail administrator for assistance. Your voicemail administrator can verify the settings on the server or reset your password for you.

    Cannot view some voice messages

    Problem    I cannot see some visual voice messages when I'm not connected to the corporate network.

    Solution    Cisco Jabber must be connected to your corporate network to update your voice messages and to play secure voice messages. You can listen to your saved voice messages even if you are not connected to your corporate network.

    Battery issues

    Battery drains too quickly

    Problem    The battery for my device drains faster when I use Cisco Jabber.

    Solution    To reduce battery drain, check the following.

    • Detailed Logging: Enable this option only if you are collecting troubleshooting details to resolve problems using Cisco Jabber. Keep it disabled otherwise. In Cisco Jabber, tap Settings > Problem Reporting. Tap the Detailed Logging switch to turn it off.
    • A weak 3G or Wi-Fi connection can affect the battery life. Move to a location with a stronger network signal.