Cisco Jabber IM for iPhone Administration Guide
Troubleshooting
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Troubleshooting

Contents

Troubleshooting

Cisco Jabber IM for iPhone is an intuitive and easy to use application. There may be some instances however where the user needs to troubleshoot issues. The items in this section represent common items you can encounter.

Cisco Jabber IM for iPhone disconnects when roaming between access points. The iPhone then automatically locks before or during the roaming with the error Cannot locate the server. The iPhone then needs to be configured to manually reconnect so that it never times out and that it logs in automatically.

This might be caused by a network disconnection. If the network is unavailable or the signal is very weak, especially when changing from Wi-Fi to a cellular network, Cisco Jabber IM for iPhone will lose the connection to the server. In this case, Cisco Jabber IM for iPhone will try to reconnect three times. If it fails to reconnect to server, the application will be signed out automatically. The user needs to sign back in manually.

Ensure a network connection is maintained all the time to prevent this from happening. The iPhone will automatically switch from Wi-Fi to a cellular network when locked. Shut down the cellular network in the iPhone settings and try again.

Sign In Problems

Try the following if you are encountering problems signing in to Cisco Jabber IM for iPhone:

  • Ensure you have entered the correct user name and password. Consult with your system administrator if you are unsure of the proper user name and password.
  • Ensure that Wi-Fi and cellular data are turned on and you have a good network connection.
  • Ensure that your user name is a fully qualified domain name (FQDN) if you are a Cisco Unified Presence user. Consult with your system administrator is you are unsure if you are using a FQDN.
  • Ensure that you are connected to your corporate VPN if you are not directly connected to your corporate VPN and you are a Cisco Unified Presence user. Consult with your system administrator about VPN configuration.

Cisco Jabber doesn't place a call

Consult with your system administrator to ensure the dialing format configured in Cisco Jabber matches the one configured in Cisco Unified Communications Manager.

Cannot connect to the Cisco Unified Presence server on Cisco Jabber IM for iPhone when I can from a desktop application

Upgrade to the latest supported version of iOS and Cisco Jabber IM for iPhone for your iOS device. Consult with your system administrator to ensure the server settings on Cisco Jabber IM for iPhone match those used by your desktop application if the upgraded software does not fix the issue.

What applications work with Cisco Jabber IM for iPhone?

The following applications interoperate with Cisco Jabber IM for iPhone:

  • Cisco WebEx Messenger 7.5 and higher
    • Cisco WebEx Connect 7.0 and higher
    • Cisco WebEx Web IM
    • Cisco Unified Personal Communicator 8.5 and higher
    • Cisco Jabber for Windows 9.0 and higher
    • Cisco Jabber IM for BlackBerry 1.0 and higher
    • Cisco Jabber IM for Cius 1.0 and higher
    • Cisco Jabber for iPad 1.0 and higher
    • Cisco Jabber IM for Android 9.0 and higher
  • Cisco Unified Presence 8.0 and higher
    • Cisco Unified Personal Communicator 8.5 and higher
    • Cisco Jabber for Mac 8.6 and higher
    • Cisco Jabber for Windows 9.0 and higher
    • Cisco Jabber IM for BlackBerry 1.0 and higher
    • Cisco Jabber IM for Cius 1.0 and higher
    • Cisco Jabber for iPad 1.0 and higher
    • Cisco Jabber IM for Android 9.0 and higher

I forgot my password

Cisco WebEx Messenger users can reset their password by going to the following link from their desktop computer:

https:/​/​swapi.webexconnect.com/​wbxcpip/​forgotpassword.html

Cisco Unified Presence users should contact their system administrator to have their password reset.

Additional technical support and help

Cisco Jabber IM for iPhone users who connect using Cisco WebEx Messenger should visit the following link for additional technical support and help:

http:/​/​support.webex.com

Cisco Jabber IM for iPhone users who connect using Cisco Unified Presence should visit the following link for additional technical support and help:

http:/​/​cisco.com/​cisco/​web/​support/​index.html