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Cisco Jabber for Android

Frequently Asked Questions: Cisco Jabber 8.6.x for Android

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Frequently Asked Questions

Frequently Asked Questions (FAQs)

Q. 

What is Cisco Jabber for Android?

A. 

Cisco Jabber for Android is an Android application that lets you place, receive, and manage your work calls using your mobile device. This application connects to your corporate network from any location—on or off the corporate Wi-Fi network—using the Internet instead of your mobile voice network.

When you are in the office, you probably connect to the corporate Wi-Fi directly. When you are away from the office, you can use the secure connect feature to connect to your corporate network from another Wi-Fi or mobile data network.

You can run Cisco Jabber for Android on the following devices:

  • Samsung Galaxy S International (GT-I9000) with Android operating system (OS) Version 2.2.1 or 2.3
  • Samsung Galaxy Tab International (GT-P1000) with Android 2.2.1 or 2.3
  • Samsung Galaxy S II (AT&T) with Android 2.3

To use Cisco Jabber for Android on the Samsung Galaxy S device, it is important that you upgrade your handset OS to Android Version 2.2.1 or 2.3. See the manufacturer/carrier site for more information about how to update the OS on your device.

Although not officially supported, Cisco Jabber for Android runs on many Android Version 2.2 and later devices with various limitations depending on the device. For information about running Cisco Jabber for Android on unsupported devices, see the Cisco Support Forums at https://supportforums.cisco.com.

Basics

Q. 

I want to install Cisco Jabber for Android. Where do I find it?

A. 

Obtain the application from the Google Android Market.

Q. 

I’m signing in for the first time. What do I need to do?

A. 

Your system administrator must first provide you with information you need to enter when you set up Cisco Jabber for Android.


Note

You must perform this procedure within the corporate network.

After you install Cisco Jabber for Android, set up the application by completing the following steps:

  1. Tap Open to start Cisco Jabber for Android from the Installation screen or open it from the Applications launcher if you already closed the Installation screen.
  2. Tap Accept to accept the licensing agreement.
  3. Tap Begin Setup.
  4. On the Internet Calling Settings screen:
    1. In the Device ID field, enter the device ID.
    2. In the Server Address field, enter the TFTP server address.
    3. Tap Verify.
  5. (Optional) If your administrator has set up the system to use credentials to access the corporate directory, on the Directory Settings screen, enter your username and password.

    Note

    If you do not want to set up your corporate directory, tap Skip. You can also set up the corporate directory after installation.

  6. (Optional) If your administrator has set up the system to use the secure connect feature, on the Secure Connect Settings screen:
    1. In the Username field, if the username is not already entered, enter your username.
    2. In the Password field, enter your password. If your administrator set you up to authenticate with a one-time password, you must generate the password with your one-time password generator.

      Note

      If you do not want to set up remote access your corporate network, tap Skip. You can also set up Secure Connect after installation.

  7. Tap Save.

Q. 

Why do I need to stop other Internet calling applications before using Cisco Jabber for Android?

A. 

If you run multiple Internet calling applications on your Android device, they can conflict with each other and cause unpredictable behavior. To prevent these conflicts, run one application at a time. To stop an application, complete the following steps:

  1. On the Android home screen, tap Menu > Settings > Applications > Manage applications.
  2. Tap the application name, and then tap Force stop.

Q. 

What do the icons in the status bar mean?

A. 

The icons indicate your connection status. Drag the status bar to view details.

Icon Description



Cisco Jabber for Android is connected to your corporate calling system and the Internet calling features are available.



Cisco Jabber for Android is not connected to your corporate calling system and the Internet calling features are unavailable.

  • If you are on a mobile network call, Cisco Jabber for Android automatically disconnects until you end the mobile network call.
  • Verify that you entered your account settings properly. In Cisco Jabber for Android, tap Menu > Settings > Accounts > Internet Calling.
  • Check your Wi-Fi settings. Even if the status bar indicates that you are connected to the Wi-Fi, open the browser and attempt to connect to an internal website to verify that you have connectivity to your corporate Wi-Fi.
  • Contact your system administrator for additional assistance.



Cisco Jabber for Android has an active call.



Cisco Jabber for Android has a call on hold.



Cisco Jabber for Android has an error. Drag the status bar to view details about the error. For some error messages, you can tap the notification message to go to an associated screen or popup window to try to resolve the error.

Q. 

How do I view details about features that do not connect properly?

A. 

If features do not connect properly, check the connection status. To view the connection status, complete the following steps:

  1. Tap the Cisco Jabber icon to open the application.
  2. Tap Menu > Settings > Help > Troubleshooting > Connection Status.
  • Connected—Feature is set up and connected properly.
  • Connecting—Feature is currently making a connection attempt.
  • Disconnected—Feature is set up but is not currently connected. For example, you see this connection status if the Wi-Fi is not properly connected or the server is down.
  • Error—Feature is not currently set up or connected. For example, you see an error if you enter an incorrect password.

Q. 

How do I access the Cisco Jabber settings?

A. 

To access the Cisco Jabber settings, complete the following steps:

  1. Drag the status bar and tap the Cisco Jabber icon to open the application.
  2. Tap Menu > Settings.

Q. 

How do I view my account settings?

A. 

To view account settings, complete the following steps:

  1. Drag the status bar and tap the Cisco Jabber icon to open the application.
  2. Tap Menu > Settings > Accounts.
  3. Tap one of the accounts to view the settings:
    • Internet Calling—Settings for your corporate phone system.
    • Secure Connect—Settings for remote access to your corporate network using your corporate gateway. If your administrator did not set up your account for remote access, the application does not display the secure connect account.
    • Directory—Settings for your corporate directory or Lightweight Directory Access Protocol (LDAP) server. If your administrator did not set up your account for directory search, the application does not display the directory account.

Q. 

How do I clear my application data?

A. 

To clear your application data, complete the following steps:

  1. On the Android home screen, tap Menu > Settings > Applications > Manage applications.
  2. Tap Jabber, and then tap Clear data.

Q. 

Why does Cisco Jabber for Android start automatically?

A. 

When you first set up Cisco Jabber for Android, you can choose whether to allow it to start automatically each time your device restarts. To change this setting, complete the following steps:

  1. Drag the status bar and tap the Cisco Jabber icon to open the application.
  2. Tap Menu > Settings > General.
  3. To prevent Cisco Jabber for Android from starting automatically, uncheck the Auto Start check box.

Q. 

How do I exit Cisco Jabber for Android?

A. 

After you exit Cisco Jabber for Android, it stops running in the background, disconnects from the server, and prevents you from making or receiving your work calls. To exit Cisco Jabber for Android, complete the following steps:

  1. Drag the status bar and tap the Cisco Jabber icon to open the application.
  2. Tap Menu, and then tap Exit.

Note

If you checked the Auto Start check box, Cisco Jabber for Android automatically starts after you boot your device.

Connectivity

Q. 

How does Cisco Jabber for Android connect to my corporate network when I’m on or off site?

A. 

While you’re on site, Cisco Jabber for Android connects to your corporate Wi-Fi network directly.

While you’re off site, Cisco Jabber for Android can use secure connect to automatically connect to your corporate network using any other Wi-Fi or mobile data network. To use secure connect, your administrator must enable this feature for you, and then you must set up this feature.

If your administrator does not enable the secure connect feature, you may be able to remotely connect to your corporate network through any Wi-Fi network using a VPN connection. You must set up this VPN connection before you use Cisco Jabber for Android. Contact your system administrator if you need assistance.

Q. 

What is secure connect?

A. 

Secure connect is a feature that allows you to securely connect to your corporate network from a remote location using another Wi-Fi or mobile data network.

Q. 

How do I set up secure connect?

A. 

If you did not already set up secure connect when you installed the application, complete the following steps:


Note

If your administrator did not enable the secure connect feature, you do not see the secure connect screens.

  1. In Cisco Jabber for Android, tap Menu > Settings > Accounts > Secure Connect.
  2. (Optional) Check the Enable Secure Connect check box to enable automatic connection to your corporate network when connected to an external Wi-Fi or mobile data network.
  3. In the “Choose a connection” section, tap Add Connection.

    Note

    On the Add Connection screen, enter the account information provided by your system administrator.

  4. In the Description field, enter a description for the connection.
  5. In the Gateway Address field, enter the gateway address.
  6. Tap the arrow button.
  7. If prompted to accept a certificate, tap Accept.
  8. If the group is not already selected, from the group radio buttons, tap a group.
  9. Tap Save.
  10. If prompted, in the Username field, enter the username.
  11. If prompted, in the Password field, enter the password.
  12. Tap Verify.

Q. 

How do I create a connection for secure connect?

A. 

Complete the following steps to create a connection:

  1. In Cisco Jabber for Android, tap Menu > Settings > Accounts > Secure Connect.
  2. In the “Choose a connection” section, tap Add Connection.
  3. In the Description field, enter a description for the connection.
  4. In the Gateway Address field, enter the gateway address.
  5. Tap the arrow button.
  6. If prompted to accept a certificate, tap Accept.
  7. If the group is not already selected, from the group radio buttons, tap a group.
  8. Tap Save.
  9. If prompted, in the Username field, enter the username.
  10. If prompted, in the Password field, enter the password.
  11. Tap Verify.

Q. 

How can I tell if I am connected to secure connect?

A. 

Drag the status bar to display the shortcuts panel. After you connect to secure connect, the shortcuts panel displays the following text with Cisco Jabber: “Connected over secure connect.”

Q. 

How do I reconnect to secure connect if my one-time password expires?

A. 

If your administrator set up secure connect authentication using one-time passwords, complete the following steps to reconnect after a password expires:

  1. In the status bar, tap the Cisco Jabber for Android error icon.
  2. Create a new password with your one-time password generator.
  3. In the dialog box, enter the new password.
  4. Tap Save.

Q. 

How do I turn off secure connect so that it does not automatically connect to my corporate network when I am connected to an external Wi-Fi or mobile data network?

A. 

To turn off secure connect, complete the following steps:

  1. In Cisco Jabber for Android, tap Menu > Settings > Accounts > Secure Connect.
  2. Uncheck the Enable Secure Connect check box.

    Note

    To turn on secure connect again, check the Enable Secure Connect check box.

  3. If you see a warning, tap Continue to accept the change.

Q. 

How can I view the details of a connection in secure connect?

A. 

Complete the following steps to view the details of a connection in secure connect:

  1. In Cisco Jabber for Android, tap Menu > Settings > Accounts > Secure Connect.
  2. In the “Choose a connection” section, tap and hold the name of the connection you want to view.
  3. Tap View connection.

Q. 

How do I delete a connection for secure connect?

A. 

Complete the following steps to delete a connection for secure connect:

  1. In Cisco Jabber for Android, tap Menu > Settings > Accounts > Secure Connect.
  2. In the“Choose a connection” section, tap and hold the name of the gateway you want to delete.
  3. Tap Delete connection.

Q. 

I already installed Cisco AnyConnect Secure Mobility Client on my Android device. Can Cisco Jabber for Android use Cisco AnyConnect instead of secure connect?

A. 

Yes. If you have Cisco AnyConnect you do not need to set up or use secure connect. Cisco Jabber for Android can use Cisco AnyConnect to connect to your corporate calling system from a remote location.

Q. 

Can I set up secure connect if I already have Cisco AnyConnect on my Android device?

A. 

Yes, it is possible set up secure connect if you already have Cisco AnyConnect on your device.

We recommend that you either use secure connect and disable Cisco AnyConnect, or disable secure connect and use Cisco AnyConnect.

Calling features

Q. 

How do I make a call?

A. 

Before you make a call, make sure your Android device is connected to your corporate network.

Cisco Jabber for Android integrates with the standard Android Phone application. To make a call, complete the following steps:

  1. Tap the Phone icon on the Android home screen.
  2. Dial a number.
  3. Tap Call using Cisco Jabber.

Q. 

Why do I have to choose which number to use to make a call?

A. 

Cisco Jabber for Android integrates with the Android Phone application, and allows you to choose how you want to place the call each time. To change this setting, complete the following steps:

  1. Tap the Cisco Jabber icon to open the application.
  2. Tap Dial Options on the Cisco Jabber for Android home screen or tap Menu > Settings > General > Dial Options.
  3. Tap one of the options:
    • Call using Cisco Jabber—Uses Cisco Jabber for Android to make all calls with your work number over your corporate network.
    • Ask for every call—Allows you to choose which number to use to make each call.
    • Call using my mobile phone—Uses the Android Phone application to make all calls with your mobile number over your mobile network.

Q. 

How do I answer a call?

A. 

You can answer calls using Cisco Jabber for Android if you are connected to your corporate network. When your device rings, tap Accept.

If you do not want to accept the call, tap Decline, and the system transfers the caller to your available voicemail system.

If you decline the call, the device displays it as a received call in the standard call log on your Android device

Q. 

How many calls does Cisco Jabber for Android support at the same time?

A. 

Cisco Jabber for Android acts like a two-line phone. If you are already connected to a call, you can receive or make another one. Only one call is active at a time; the other call is automatically placed on hold. Tap Swap to toggle between the two calls.

Q. 

How do I make a call from the call log on my Android device?

A. 

Before you make a call, make sure your Android device is connected to your corporate network.

Cisco Jabber for Android integrates with the standard call log on your Android device. To make a call from the call log, complete the following steps:

  1. Tap the Phone icon on the Android home screen.
  2. Tap the Log tab.
  3. Tap one of the log items, and then tap the Phone icon.
  4. On the Details screen, tap Call.
  5. Tap Call using Cisco Jabber.

Note

You can also tap the picture in the call log item, and then tap the Phone icon on the slider that appears.

Q. 

How do I make a call from Favorites?

A. 

Before you make a call, make sure your Android device is connected to your corporate network.

Cisco Jabber for Android integrates with the standard Favorites on your Android device. To make a call from Favorites, complete the following steps:

  1. Tap the Phone icon on the Android home screen.
  2. Tap the Favorites tab.
  3. Tap the name of the Favorite that you want to call.
  4. On the Details screen, tap the phone number that you want to call.
  5. Tap Call using Cisco Jabber.

Note

You can also tap the picture in the Favorites list, and then tap the Phone icon on the slider that appears.

Q. 

How do I make a call from Contacts?

A. 

Before you make a call, make sure your Android device is connected to your corporate network.

Cisco Jabber for Android integrates with the standard Contacts on your Android device. To make a call from Contacts, complete the following steps:

  1. Tap the Contacts icon on the Android home screen (or the Contacts tab if you are already in the Phone application).
  2. Tap a contact in the list.
  3. On the Details screen, tap the phone number that you want to call.
  4. Tap Call using Cisco Jabber.

Q. 

How do I make a second call?

A. 

To make a second call while on a Cisco Jabber for Android call, complete the following steps:

  1. While on a call, tap More.
  2. Tap Add Call.
  3. Make the new call. Cisco Jabber for Android automatically places your first call on hold and displays the status of both calls.
  4. Tap Swap to toggle between connected calls.

Q. 

How do I make a conference call?

A. 

To make a conference call, complete the following steps:

  1. While on a call, tap More.
  2. Tap Add Call.
  3. Make the new call and wait for it to connect.
  4. Tap Merge.

Repeat the steps to add more people to the call.

Q. 

How do I transfer a call?

A. 

To transfer a call, complete the following steps:

  1. While on a call, tap More.
  2. Tap Transfer.
  3. Dial the number to which you want to transfer the call, and then tap Complete Transfer either before or after the call is answered.

After you complete the transfer, you are automatically disconnected from the original call.

Q. 

How do I answer a call while I am already on a call?

A. 

If you are already on a call when a new call arrives, the caller ID information for the new call appears on the screen. Tap Accept to answer the call and choose whether to put your current call on hold or end it.

If you do not want to accept the call, tap Decline, and the system transfers the caller to your available voicemail system.

If you decline the call, it appears as a received call in the standard call log on your Android device.

Q. 

How do I toggle between two calls?

A. 

When you are connected to two calls, only one call is active at a time; the other is automatically placed on hold. Tap Swap to toggle between the two calls.

Q. 

How do I end a call?

A. 

Tap End.

Q. 

How do I place a call on hold?

A. 

While on a call, tap Hold. To resume the call, tap Resume.

Q. 

Can I move my current call from Cisco Jabber for Android to my Cisco IP Phone?

A. 

Yes. While you are on a Cisco Jabber for Android call, place the call on hold. You can then use the resume function on your Cisco IP Phone to continue the call. After you resume the call on your Cisco IP Phone, Cisco Jabber for Android closes the call screen and displays the call log, which shows the call as ended. If you do not resume the call on your Cisco IP Phone, you can resume the call on Cisco Jabber for Android.

Q. 

If I’m about to leave my corporate Wi-Fi, can I move my current Cisco Jabber for Android call to my mobile network?

A. 

Yes. This action also moves the call from Cisco Jabber for Android to the Android Phone application. Before you move your call, make sure your mobile network signal is strong enough to receive calls. To move your call to your mobile network, complete the following steps:

  1. While on a call using Cisco Jabber for Android, tap More.
  2. Tap Use mobile network.
  3. Accept the incoming call.

Cisco Jabber for Android moves the call to the mobile network and the call continues within the standard Android Phone application. After you end the call, the person that you were talking to hears music for a few seconds before the call disconnects.

Q. 

Can I accept work calls while on a mobile network call?

A. 

If you are not using Cisco Jabber for Android when you accept a mobile network call, it automatically disconnects while you are on the mobile network call. Internet calling is unavailable while you are on the active mobile network call. After you end the mobile network call, Cisco Jabber for Android automatically reconnects.

However, if you set up Mobile Connect for your work number, the system passes work calls to you using your mobile network number. You can then handle those calls as you would any other mobile network call.

Q. 

What do I do if I get an incoming mobile network call while on a Cisco Jabber for Android call?

A. 

If you are on a Cisco Jabber for Android call and you receive an incoming mobile network call, the call screen displays the incoming caller ID and you hear a call waiting tone. You can accept or decline the call:

  • Accept—Puts your active Cisco Jabber for Android call on hold. If you have a Cisco Jabber for Android call on hold and you are on a second Cisco Jabber for Android call when you accept the mobile network call, the held call drops. You cannot toggle between the mobile network call and the Cisco Jabber for Android call. You must end the mobile network call before you can resume the Cisco Jabber for Android call. After you disconnect the mobile network call, your device displays your Cisco Jabber for Android call again. Tap Resume to continue the call. Cisco Jabber for Android does not disconnect during the mobile network call, so it can hold the Cisco Jabber for Android call and allow you to return to it after you end the mobile network call.

    Tip

    If the Cisco Jabber for Android call does not automatically appear, open Cisco Jabber for Android to access the call again.

  • Decline—Ignores the incoming mobile network call (sends the call to the associated mobile number voicemail, if set up) and returns you to the Cisco Jabber for Android call.

Contacts and directory search

Q. 

How do I set up my corporate directory?

A. 

If you did not previously set up your corporate directory using the installation wizard, complete the following steps:

  1. In Cisco Jabber for Android, tap Menu > Settings > Accounts > Directory.
  2. In the Username field, enter your username.
  3. In the Password field, enter your password.
  4. Tap Connect.

Q. 

How do I search my corporate directory?

A. 

To search the corporate directory, use one of the following methods:

  • From Cisco Jabber for Android, tap Directory, and then enter a name in the text box.
  • On the Android home screen, tap the Quick Search field or tap Menu > Search (magnifying glass), and then enter a name.

In the search results, tap a name to see the contact details.

Q. 

Why is directory search not available?

A. 

If no directory search is available, your system administrator likely did not set up this feature for you. For more information, contact your system administrator.

Q. 

How do I create a contact?

A. 

To create a contact, complete the following steps:

  1. Search your corporate directory using Cisco Jabber for Android.
  2. In the search results, tap a name to see the contact details.
  3. Tap Add to Contacts.
  4. Make any changes and then tap Done. The contact appears in the standard Android Contacts list.

Q. 

Why did the directory search not show the person I was looking for?

A. 

Cisco Jabber for Android limits the directory search results to 20 items. If your search is too broad, the application might not include your target in the results. Narrow your search by including more characters in your entry.

Q. 

If I tap Contacts on the Cisco Jabber for Android home screen when using my Samsung Galaxy Tab International, I receive an error message. Why is the Contacts list not shown?

A. 

If the Contacts list on the device is empty, Cisco Jabber for Android does not display the Contacts list. The application displays an error message that says the contact does not exist. You must have at least one contact on the device to view the Contacts list.

Q. 

Why do the pictures of my corporate directory contacts not appear?

A. 

Cisco Jabber for Android does not currently support downloading images from corporate directory search results. However, you can edit the contact information to add a photo locally.

Q. 

Why are items other than contacts listed in my search results?

A. 

You are searching the corporate directory using the Android Quick Search feature. This feature globally searches all applications that you designate as searchable items, including the web. To search the corporate directory only, search from the Cisco Jabber for Android application instead.

Q. 

How do I set up the Android Quick Search to search the corporate directory?

A. 

You must add Cisco Jabber for Android to the list of searchable items. To add Cisco Jabber to the list of searchable items, complete the following steps:


Note

This procedure varies depending on your device model.

  1. On the Android home screen, tap Menu > Search or tap Search (magnifying glass).
  2. From the Search application, tap Menu > Search Settings.
  3. Tap Searchable items and then check the Jabber check box.

Voicemail

Q. 

How do I know if I have a voice message?

A. 

When you receive a new voice message, the Voicemail icon appears in the status bar. Drag the status bar to see the number of new Cisco Jabber for Android voice messages and the time stamp for the most recent one.

The same new voice message notification appears in the Voicemail button on the Cisco Jabber for Android home screen.

Q. 

How do I listen to my voice messages?

A. 

Drag the status bar and tap the voice message notification, or tap Voicemail on the Cisco Jabber home screen, to automatically call your corporate voicemail system. After you listen to the message, Cisco Jabber for Android removes the notification from both the status bar and the Voicemail button.

Call history

Q. 

How do I view my call history for calls made using Cisco Jabber for Android?

A. 

The call history for all calls you made using Cisco Jabber for Android appears in the standard call log on your Android device. To view your call history, complete the following steps:

  1. On the Android home screen, tap the Phone icon.
  2. Tap the Logs tab.

Q. 

How do I know if I missed a call?

A. 

The device displays missed call notifications in the status bar. Your Android device briefly displays the name and number of the caller. The Missed Call icon remains in the status bar until you open the standard call log on your Android device. To view details of a missed call, complete the following steps:

  1. Drag the status bar to view details about the missed call.
  2. Tap the missed call notification to open the call log.

Feedback and troubleshooting

Q. 

My system administrator requested that I send a problem report by email. How do I do that?

A. 

To send a problem report by email, complete the following steps:

  1. Open Cisco Jabber. We recommend that you set up the Email application on the Android device.
  2. Tap Menu > Settings > Help > Troubleshooting > Problem Reporting.
  3. Check the Audio Engine Logs check box.
  4. Check the Configuration Files check box.
  5. Tap Email Problem Report. Your Email application launches with a new message that contains a prepopulated subject line and attached log files.
  6. Enter a description of the problem in the body of the email message and send it to your administrator.

Tip

If you can reproduce your problem, enable Detailed Logging by tapping Menu > Settings > Help > Troubleshooting. Check the Detailed Logging check box and reproduce your issue before you send the problem report.

Q. 

How do I send general feedback about Cisco Jabber for Android?

A. 

To send general feedback about Cisco Jabber for Android, complete the following steps:

  1. On the Cisco Jabber for Android home screen, tap Menu > Send Feedback. The default Email application opens a new message with a prepopulated address and subject line.
  2. Enter your feedback and send the email message.

Q. 

I’m connected to the Wi-Fi, but I cannot get Cisco Jabber for Android to work. What could be wrong?

A. 

Verify that you are connected to your corporate network.

To test whether you are successfully connecting to your corporate Wi-Fi, open the browser and attempt to connect to an internal website.

If you are properly connected and you entered your account settings, Cisco Jabber for Android should automatically connect.

Q. 

I see the Cisco Jabber for Android error icon in the status bar. How do I resolve the error?

A. 

Drag the status bar to view details about the error. For some error messages, you can tap the notification message to go to an associated screen or popup window to try to resolve the error.

Q. 

Cisco Jabber does not ring when I have an incoming call, and the option to make a call using Cisco Jabber is disabled or unavailable. What’s wrong?

A. 

Cisco Jabber for Android must be registered to the server and running on your Android device to receive incoming calls. Verify the following:

  • The device is connected to your corporate Wi-Fi—Verify your Wi-Fi settings to make sure you are still connected to your corporate Wi-Fi.
  • The device is connected to a preferred Wi-Fi network—Verify your Custom Wi-Fi Networks settings to make sure you enable the Wi-Fi to which you want to connect. On the Cisco Jabber for Android home screen, tap Menu > Settings > General > Wi-Fi Networks > Custom Wi-Fi Networks. Ensure that you check the desired Wi-Fi network check box to enable Cisco Jabber to register to the network.

Q. 

Cisco Jabber for Android shut down unexpectedly. What do I do?

A. 

Restart the Cisco Jabber for Android application. You do not need to enter your setup information again. If the problem persists, contact your system administrator.

Q. 

Cisco Jabber for Android was working, but after I restarted the Cisco Jabber for Android application, or restarted the device, Cisco Jabber for Android was not set up anymore. What do I do?

A. 

This issue can occur when you upgrade a Samsung Galaxy S phone from Android OS Version 2.2 to 2.2.1 using Samsung Kies. To resolve the issue, reset the phone by completing the following steps:


Note

A factory data reset function returns the phone to the default factory settings. This function removes all customization and applications that you added to your phone.

  1. Exit Cisco Jabber for Android.
  2. On the Android home screen, tap Options > Settings > Privacy.
  3. Tap Factory data reset.
  4. Tap Reset phone.
  5. Open Cisco Jabber for Android.

Q. 

During a call, I received a message that the call failed. After I tap OK on the message, the call log appears. Can I continue my call?

A. 

Calls sometimes drop if the device disconnects from the Wi-Fi or if the application must reregister. If your administrator makes changes to your setup, the application reregisters twice (once, and again 30 seconds later). Look for the black Cisco Jabber for Android icon in the status bar to verify that Cisco Jabber for Android is registered and available. Then, tap the call in the standard call log on your Android device to redial.

Q. 

When I try to listen to my Samsung Galaxy Tab International with my headset, the volume is very low. How can I increase the volume?

A. 

Make sure you use the headset that comes with the Samsung Galaxy Tab International because it is specifically made for this device. If you use other Samsung headsets, or third-party headsets, you cannot increase the volume. Ensure that you plug in the headset securely.

Q. 

When using the Samsung Galaxy Tab International, I occasionally hear a long beep after I end my call. Should I be concerned?

A. 

No. If the beep does not stop, simply restart the application or your phone.

Q. 

Can I install Cisco Jabber for Android on the SD card of my device?

A. 

The installation of Cisco Jabber for Android on a Secure Digital (SD) card is not supported. Cisco Jabber for Android must always run in the background to work properly. The Android OS terminates applications that you installed on the SD card when the SD card is mounted as a disk drive.

Q. 

I’m at a public Wi-Fi hotspot but Cisco Jabber for Android didn’t automatically connect to my corporate network. What could be wrong?

A. 

Some public Wi-Fi networks require you to authenticate before you can access the Internet. After you connect your device to the public Wi-Fi network, your device displays a web page that prompts you to sign in and accept the terms of usage. After you authenticate and access the Internet, Cisco Jabber for Android can connect automatically to your corporate network.

Q. 

My battery seems to drain faster when I use Cisco Jabber for Android. What could cause this?

A. 

Like other Android applications, Cisco Jabber for Android consumes more power when used with a mobile data network.

In addition, some settings can cause high battery drain while Cisco Jabber for Android is idle. To reduce battery drain, take the following actions:

  • Update your selected Custom Wi-Fi Networks—When Cisco Jabber for Android is running in the background, it maintains a connection to the server. If this connection is lost, it continually tries to reconnect, which uses more power. To prevent this power drain, you can set Cisco Jabber for Android to reconnect only when your device is connected to specific Wi-Fi networks (other than the networks that are preset by your administrator that you cannot change). Open Cisco Jabber for Android and tap Menu > Settings > General > Wi-Fi Networks > Custom Wi-Fi Networks.
  • Turn off Detailed Logging—Enable this option only to collect troubleshooting details if you encounter problems using Cisco Jabber for Android. Keep this option disabled otherwise. Open Cisco Jabber for Android and tap Menu > Settings > Help > Troubleshooting. Uncheck the Detailed Logging check box.
  • Turn off Secure Connect—Disable this option only when you do not need secure connect. Open Cisco Jabber for Android and tap Menu > Settings > Accounts > Secure Connect. Uncheck the Enable secure connect check box.

Q. 

Some of the fields and buttons in the Cisco Jabber for Android application aren’t displaying properly. What can I do?

A. 

Exit the Cisco Jabber for Android application, and then open it again.

Q. 

I used to hear audio when I connected to my corporate Wi-Fi network, but now I don't hear any audio. What could be wrong?

A. 

This issue can occur if you have secure connect enabled and set up, but then you uncheck the corporate Wi-Fi network in the Custom Wi-Fi Networks list. To resolve the issue, exit the Cisco Jabber application and then relaunch it.

Q. 

When I use Cisco Jabber for Android to participate in a Cisco WebEx conference, I have a hard time hearing participants and they have a hard time hearing me. What do I do?

A. 

Tap Hold, and then tap Resume.

Q. 

I used to be able to connect to secure connect using my username and password, but now I can’t. What can I do?

A. 

Contact your administrator to verify the following:

  • Your settings are correct.
  • The secure connect licenses are not expired.

Q. 

When I’m using secure connect and my phone rings, I can’t answer the call. What can I do?

A. 

Contact your administrator to verify that the SIP dual mode alert timer is set to the recommended value.

Q. 

When I’m using secure connect and my device is idle, my Cisco Jabber icon in the status bar keeps turning red. What can I do?

A. 

Contact your administrator to verify that the SIP profile settings are set to the recommended values.



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