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Have the user follow this procedure to send you logs from Cisco Jabber.
After the user sends the problem report, the Detailed Logging setting is no longer needed. Be sure that the user turns off Detailed Logging after reproducing the issue to prevent excessive battery use.
Troubleshooting Tips
Setup Issues
Problem User cannot sign in Cisco Jabber when using Cisco Unified Presence as the presence server.
Solution Make sure you configure xmpp server Name to IP address or FQDN rather than host name under on Cisco Unified Presence server version 9.0 and earlier.
Problem Cisco Jabber registration fails or times out.
Solution The following list describes different possible causes for and solutions to registration failure or timeout conditions:
Problem The device icon does not appear in the Cisco Unified CM Administration interface.
Solution Try the following:
Upgrade Issues
Problem After users upgrade the client from an earlier release to this release, the directory search does not work.
Solution If you have an on-premises deployment, check that you uploaded thejabber-config.xml file to the Cisco Unified Communications Manager and restarted the TFTP service.
To verify that the configuration file is available on your TFTP server, open the configuration file in any browser. Typically, you can access the global configuration file at the following URL: http://tftp_server_address:6970/jabber-config.xml.
Device Issues
Problem User cannot sign in Cisco Jabber when using Cisco Unified Presence as the presence server.
Solution Make sure you configure xmpp server Name to IP address or FQDN rather than host name under on Cisco Unified Presence server version 9.0 and earlier.
Problem An incoming call arrives briefly in Cisco Jabber while it is running, but then the call is terminated and diverted to the native mobile phone number using Mobile Connect instead.
Solution In Cisco Unified Communications Manager, set the SIP Dual Mode Alert Timer as described in the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide.
Problem After Cisco Jabber is idle for a few minutes, incoming VoIP calls are sent directly to voicemail and are displayed as missed calls.
Solution In Cisco Unified Communications Manager, ensure that the SIP Dual Mode Alert Timer is set as described in the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide.
Problem Cisco Jabber for iPhone and iPad users who have a PIN on the device cannot answer calls before the calls go to voicemail.
Solution Increase the value of the No Answer Ring Duration (seconds) setting to ensure that users have enough time to enter the PIN and answer the call before the call goes to voicemail.
To change the No Answer Ring Duration (seconds) setting, go to the DN of the TCT/TAB device, and locate the setting under the Call Forward and Call Pickup Settings section.
Note |
If you increase the No Answer Ring Duration (seconds) setting, see related cautions for this setting in the online help in Cisco Unified Communications Manager. |
Problem Calls are routed directly to voicemail.
Solution In Cisco Unified Communications Manager, modify the call timer values on the Mobility Identity page. For more information, see the Add Mobility Identity topic in the Server Setup Guide for your release.
Problem After Cisco Jabber is idle for a few minutes, incoming VoIP calls are sent directly to voicemail and are displayed as missed calls.
Solution In Cisco Unified Communications Manager, ensure that the SIP Dual Mode Alert Timer is set as described in the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide for your release.
Problem User is unable to transfer a call from the mobile network to Cisco Jabber.
Solution Users can transfer calls to the mobile network from Cisco Jabber, but not in the other direction.
Solution Try one of the following:
Problem User cannot merge the audio for two active VoIP calls.
Solution Ensure that the Media Resource Group List is set on the user's device page. For more information, see the Create TCT/TAB Software Phone Devices topic in the Server Setup Guide for your release.
Problem Users cannot start a video conference call from within the client.
Solution Verify that the Multipoint Control Unit (MCU) settings are set up properly on the Cisco Unified Communications Manager. For more information, see the Conference Bridge setup chapter in the Cisco Unified Communications Manager Administration Guide for your release.
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 the client, the Cisco Technical Assistance Center (TAC) does not troubleshoot these issues.
However:
Problem The device battery seems to drain more quickly when using the client.
Solution Ask the user to check the following:
Search Issues
Problem Directory search is not available.
Solution If you have an on-premises deployment, check the following:
Problem Some callers are not identified correctly.
Solution Consider the following:
Voicemail Issues
Problem User repeatedly receives "Invalid credentials" 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.
Problem The first few seconds of voicemail prompts are truncated.
The start of the audio that prompts users to leave voice 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.
Solution To resolve this issue, set a value for the Delay After Answer field in the Cisco Unity Connection advanced telephony integration settings. See the Edit Advanced Settings section of the Interface Reference Guide for Cisco Unity Connection Administration.
Cisco AnyConnect Issues
Problem Cisco AnyConnect Secure Mobility Client cannot authenticate with the Cisco Adaptive Security Appliance using a certificate.
Solution Verify the following:
Problem Cisco AnyConnect Secure Mobility Client cannot enroll for a certificate using SCEP.
Solution Verify the following:
Problem Cisco Jabber does not auto-launch the Cisco AnyConnect Secure Mobility Client on iOS devices.
Solution Try the following:
Dial via Office Issues
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:
Problem The user sets the Cisco Jabber calling option to "Always use DVO" or "Auto-select", but when the user tries to make a DVO call, the call does not connect.
Solution Check the following:
Problem People receive calls from the user's voicemail system or alternate phone number.
Solution Try the following:
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 the Enable Mobile Connect or Set Up Enterprise Feature Access Number topics in the in the Server Setup Guide for your release.
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 Cisco Unified Communications Manager, 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 the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide.