Contents

• Troubleshooting
• Verify connection status
• Obtain logs from Cisco Jabber
• Troubleshooting issues
• Setup issues
• Changes to dial rules do not take effect
• Cisco Jabber registration fails
• Device icon is missing
• Directory server handshake error
• Unable to create Cisco Jabber device in Unified CM
• Device issues
• Battery drains faster during Cisco Jabber calls
• Cisco Jabber registration drops frequently
• Cannot complete calls
• Calls incorrectly sent to voicemail
• Calls are dropped or interrupted
• Problems with voice quality
• Unable to move calls from the mobile network to Cisco Jabber
• Unable to receive calls in Cisco Jabber
• Unable to send calls to mobile device
• Search issues
• No directory search
• Secure connect issues
• Secure connect is not available
• Secure connect no longer connects

Troubleshooting

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The following list describes how to troubleshoot Cisco Jabber.

• For solutions that users can perform without administrator assistance, and for tips and tricks about how the application works, see the user FAQs at http://www.cisco.com/en/US/partner/products/ps11678/products_user_guide_list.html.
• See also the Release Notes for this product at http://www.cisco.com/en/US/partner/products/ps11678/prod_release_notes_list.html.
• 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 to your Cisco Jabber device configuration.
  • Check the Unified CM documentation for troubleshooting tips. See http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_troubleshoot_and_alerts.html.
• 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 topic about obtaining logs from the client.

• Verify connection status
• Obtain logs from Cisco Jabber
• Troubleshooting issues

Verify connection status

Verify your connection status using your mobile device.

Procedure

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Step 1	Tap Cisco Jabber icon to open application.
Step 2	Tap Menu > Settings > Help > Troubleshooting > Connection Status.

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Connection status is displayed.

Connected

Feature is configured and connected properly.

Connecting

Feature is currently making a connection attempt.

Disconnected

Feature is configured but is not currently connected. You might not be properly connected to the Wi-Fi or the server might be down.

Error

Feature is not currently configured or connected. You might have entered an incorrect password.

Obtain logs from Cisco Jabber

Have the user follow this procedure to send you logs from Cisco Jabber.

We recommend that the email application be set up and working on the Android device.

Procedure

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Step 1	Launch Cisco Jabber from your mobile device.
Step 2	Tap Menu > Settings > Help > Troubleshooting.
Step 3	Set Detailed Logging to On.
Step 4	Try to reproduce the problem to capture the details in the logs.
Step 5	Tap Menu > Settings > Help > Troubleshooting > Problem Reporting.
Step 6	Select Audio Engine Logs and Configuration Files.
Step 7	Tap Email Problem Report. Your email application launches with a new message that contains a prepopulated subject line and message with the logs attached.
Step 8	Describe the problem in the body of the email message.
Step 9	Enter the email address that your administrator provided for problem reporting.
Step 10	Tap Send.

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What to Do Next

Be sure the user sets Detailed Logging to Off when no longer needed.

Troubleshooting issues

Setup issues

Changes to dial rules do not take effect

Problem    Changes to the Application Dial Rules or the Directory Lookup Rules in Unified CM are not taking effect.

Solution    Run the COP file again to make the changes available to Cisco Jabber, and then restart the TFTP service. The updated rules will be available to Cisco Jabber the next time the user restarts the application. See Use of dial rules with Cisco Jabber.

Cisco Jabber registration fails

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:

• Have the user check the troubleshooting tips in the FAQs for users at http://www.cisco.com/en/US/partner/products/ps11678/products_user_guide_list.html.
• Verify that the mobile device can reach Cisco Unified Communications Manager: Try using the browser on the device to connect to the Cisco Unified Communications Manager Administration portal.
• If registration is rejected with error 503, go to the Cisco Dual Mode for Android device page in Cisco Unified Communications Manager and select Reset, and then try again.
• Make sure your DNS server can resolve the hostname of the Cisco Unified Communications Manager server that is used as the TFTP server address.
• Enter the IP address instead of the hostname of the Cisco Unified Communications Manager server into the TFTP Server Address setting in Cisco Jabber.
• If registration fails with the error message "Verification Timed Out," you did not reboot all Cisco Unified Communications Manager servers in the cluster after you installed the device COP file. To resolve the error, reboot all Cisco Unified Communications Manager servers.
• Make sure you have enough licenses to accommodate your deployment.
• Have the user check that the device connects to the corporate Wi-Fi. If the Wi-Fi is a custom Wi-Fi and it is not checked on the Custom Wi-Fi Networks screen, Cisco Jabber will not try to register.
• If the value in System > Server in Cisco Unified Communications Manager is a hostname without a domain, enter your domain name in the Domain Name field in the Cisco Dual Mode for Android device page.
• If you set up your system with secure connect, see also Secure connect is not available.

Related Tasks

Install Cisco Options Package file.

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 as described in Install Cisco Options Package file for devices.
2. Reload the device page in your browser.
3. Clear the browser cache if necessary.

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 Cisco Unified Communications Manager and relaunch the application.

Unable to create Cisco Jabber device in Unified CM

Problem    The 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.

Device issues

Battery drains faster during Cisco Jabber calls

Problem    The device battery seems to drain more quickly during Cisco Jabber calls than during standard mobile calls.

Solution    VoIP calls may 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/partner/products/ps11678/products_user_guide_list.html.

Cisco Jabber registration drops frequently

Problem    Unified CM registration drops frequently when the user's 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    Numbers that should be dialable cannot be connected. Users hear a network busy tone or error message.

Solution    Try the following:

• If you made changes to the Application Dial Rules, make sure you ran the COP file to make the changes available to Cisco Jabber, 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 Mobile Identity page. For more information see Add Mobile Connect and Mobile Identity.

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 Cisco Jabber, 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 at http://www.cisco.com/en/US/partner/products/ps11678/products_user_guide_list.html.
• 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 meets the network requirements specified in the Release Notes at http://www.cisco.com/en/US/partner/products/ps11678/prod_release_notes_list.html.
• If you change settings on the Cisco Unified Communications Manager Administration pages and click Save and then click Apply Config, Cisco Jabber reregisters. The application reregisters again 30 seconds later. When Cisco Jabber 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.

However:

• For actions the user can take, see the FAQs for users at http://www.cisco.com/en/US/partner/products/ps11678/products_user_guide_list.html.
• For general information about optimizing your corporate Wi-Fi network for voice transmission, see the "Network Requirements" section of the Release Notes for Cisco Jabber at http://www.cisco.com/en/US/partner/products/ps11678/prod_release_notes_list.html.

Note	Because network issues outside your enterprise are neither under the control of nor specific to Cisco Jabber, the Cisco Technical Assistance Center (TAC) does not troubleshoot these issues.

Unable to move calls from the mobile network to Cisco Jabber

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.

Unable to receive calls in Cisco Jabber

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 Unified CM, set the SIP Dual Mode Alert Timer as described in Increase SIP Dual Mode Alert Timer value.

Unable to send calls to mobile device

Problem    User cannot send an active call from Cisco Jabber to the mobile phone number.

Solution    Try one of the following:

• Verify that Mobile Connect works by exiting Cisco Jabber 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 Mobile 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 Mobile 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 an office phone 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.

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 Cisco Unified Communications Manager, Cisco Jabber assumes your deployment does not include Directory Services. Enter this information, save and reset the device, and then relaunch Cisco Jabber.

Secure connect issues

Secure connect is not available

Problem    User is performing initial setup of Cisco Jabber but cannot set up secure connect.

Solution    Try one of the following:

• Make sure the user is located within the corporate Wi-Fi network during setup.
• Verify that you have proper AnyConnect licenses for the ASA. The secure connect feature requires either AnyConnect Essentials licenses (minimum requirement) or AnyConnect Premium licenses.
• Verify that you installed the correct Linux package on the ASA. To verify, open the Cisco Adaptive Security Device Manager (ADSM). In the left pane, choose Network (Client) > AnyConnect Client Settings, and confirm that you have the correct Linux package: 3.0.x or later, 32-bit version.
• If you set up the ASA to use SCEP, verify that the ASA software is Version 8.4.1 or later.
• In Cisco Unified CM Administration, check the Cisco Dual Mode device page to ensure that the Enable Secure Connect setting is enabled. If this setting is disabled, users do not see the secure connect feature.
• In Cisco Unified CM Administration, check the Cisco Dual Mode device page to ensure that you have entered the correct values in the secure connect settings. Ensure that you entered the correct address in the Secure Connect Server Address field.

  Table 1 Unified CM secure connect settings

  	For certificate-based authentication	For AAA authentication
  Secure Connect Certificate Enrollment Group	required	empty
  Secure Connect Authentication Group	required	required
  Secure Connect Username	optional	optional

  For more information about the secure connect settings, see Set up Unified CM to use secure connect.

Secure connect no longer connects

Problem    User could previously connect to the corporate network using secure connect, but now cannot connect.

Solution    Try one of the following:

• On the Cisco Jabber for Android device, verify that the user has set the correct group. If the user has a SCEP group, ensure that the user did not select the SCEP group instead of the authentication group.
• If the user is set up with one-time password authentication, ask the user to check whether the password is expired. When the password expires, the user sees an error message.
• If the user is set up with certificate-based authentication, check whether the certificate has expired.
• Check to see if the group name was changed. If so, the user should delete the previously configured connection and add a new connection. For information about deleting and adding a connection for secure connect, see http://www.cisco.com/en/US/products/ps7271/products_user_guide_list.html.
• Verify that the ASA license is still valid.
• Verify that the gateway is reachable.
• Verify that the user can connect to the corporate network.
• If the user performs initial setup of Cisco Jabber while the Android device is remotely connected to the corporate network using Cisco AnyConnect, Cisco Jabber adds the remote network to the Custom Wi-Fi Networks list. When your device is connected to a checked network on this list, secure connect does not launch. The user must uncheck the check box for the remote (non-corporate) network. To access the Custom Wi-Fi Networks list, go to the Cisco Jabber home screen and tap Menu > Settings > General > Wi-Fi Networks > Custom Wi-Fi Networks.