Cisco Jabber for Android Release 9.x Administration Guide
Troubleshooting
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Contents

Troubleshooting

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.
  • See also the Release Notes.
  • 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 with your Cisco Jabber device configuration.
    • Check the Unified CM documentation for troubleshooting tips. See the Troubleshoot and Alerts documentation list.
  • 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 topics about obtaining logs from the client.

Verify Connection Status

Verify your connection status using your mobile device.
Procedure
    Step 1   Tap Cisco Jabber icon to open application.
    Step 2   Tap Menu > Settings.
    Step 3   Under Accounts, check the connection status for the related feature.

    Cisco Jabber for Android displays one of the following connection status messages:
    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 corporate Wi-Fi network 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.

    Obtain Logs from Cisco Jabber for Android Before Application Setup

    Have the user follow this procedure to send you logs from Cisco Jabber for Android if the user did not already complete the setup wizard.

    Cisco recommends that users set up an email application on the Android device.


    Note

    The steps to send a problem report vary if the user already completed the setup wizard.

    If the user already completed the setup wizard, see Obtain Logs from Cisco Jabber for Android After Application Setup.

    Procedure
      Step 1   In Cisco Jabber for Android, go to the Begin Setup screen.
      Step 2   Tap Menu > Help > Troubleshooting > Send Logs.
      Step 3   Verify that the Audio Engine Logs check box is unchecked.
      Step 4   If you already completed the Internet Settings screen, check the Configuration Files check box. Otherwise, leave the check box as unchecked.
      Step 5   Tap Send Logs.

      Your Email application opens with a new message that contains a prepopulated subject line and attached log files.

      Step 6   Enter a description of the problem in the body of the email message and send it to your system administrator.
      Tip   

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

      Obtain Logs from Cisco Jabber for Android After Application Setup

      Have the user follow this procedure to send you logs from Cisco Jabber for Android if the user already completed the setup wizard.

      Cisco recommends that users set up an email application on the Android device.


      Note

      The steps to send a problem report are different if the user did not complete the setup wizard.

      If the user did not complete the setup wizard, see Obtain Logs from Cisco Jabber for Android Before Application Setup.

      Procedure
        Step 1   In Cisco Jabber for Android, tap Menu > Settings.
        Step 2   Under Help, tap Send Logs.
        Step 3   Check the Audio Engine Logs check box.
        Step 4   Check the Configuration Files check box.
        Step 5   Tap Send Logs.

        Your Email application opens with a new message that contains a prepopulated subject line and attached log files.

        Step 6   Enter a description of the problem in the body of the email message and send it to your system administrator.
        Tip   

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

        Obtain Logs from Cisco AnyConnect

        Have the user follow this procedure to send you logs from Cisco AnyConnect Secure Mobility Client.

        Procedure
          Step 1   From to the Cisco AnyConnect home screen, tap Menu > Diagnostics.
          Step 2   Tap Send Logs.

          Obtain Cisco AnyConnect Troubleshooting Data from DART

          Use the Diagnostic AnyConnect Reporting Tool (DART) to collect troubleshooting data if users encounter problems when they install and connect Cisco AnyConnect Secure Mobility Client.

          Users must install the DART tool on the device that runs the Cisco AnyConnect client. They can then run the DART wizard to collect Cisco AnyConnect logs on their device and email the logs to you. DART assembles the logs, status, and diagnostic information for Cisco Technical Assistance Center (TAC) analysis. Users do not require administrator privileges to use DART.

          For information about using DART to troubleshoot Cisco AnyConnect Secure Mobility Client, see the "Using DART to Gather Troubleshooting Information" section in the Cisco AnyConnect VPN Client Administrator Guide for your release, which is available from the maintenance guides list.

          Troubleshooting Issues

          Upgrade Issues

          Unable to Upgrade Cisco Jabber for Android

          Problem    User is unable to upgrade from Cisco Jabber for Android Release 8.6.x to Release 9.0(1).
          Solution    To upgrade Cisco Jabber for Android Release 9.0, users must first uninstall any previous versions of the product from the device.

          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 do not take effect.
          Solution    Run the dial rules COP file again to make the changes available to Cisco Jabber, and then restart the TFTP service. The updated rules are available to Cisco Jabber the next time the user restarts the application. See Use of Dial Rules with Cisco Jabber.

          Cisco Jabber for Android Registration Fails

          Problem    Cisco Jabber for Android 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.
          • Verify that the mobile device can reach Unified CM. To verify, try using the browser on the device to connect to the Unified CM Administration portal.
          • If registration is rejected with error 503, go to the Cisco Dual Mode for Android device page in Unified CM and select Reset, and then try again.
          • Make sure your DNS server can resolve the hostname of the Unified CM server that is used as the TFTP server address.
          • Enter the IP address instead of the hostname of the Unified CM server into the TFTP Server Address setting in Cisco Jabber for Android.
          • If registration fails with the error message "Verification Timed Out," you did not reboot all Unified CM servers in the cluster after you installed the device COP file. To resolve the error, reboot all Unified CM servers.
          • Make sure you have enough licenses to accommodate your deployment.
          • Make sure you entered your corporate Wi-Fi SSIDs in the Preset Wi-Fi Networks field on the device page for this user. For more information, see Add User Device.
          • Have the user check that the device connects to the corporate Wi-Fi network. If the network is a custom Wi-Fi network and the user did not check the associated check box on the Custom Wi-Fi Networks screen, Cisco Jabber for Android does not try to register.
          • If the value in System > Server in Unified CM is a hostname without a domain, enter your domain name in the Domain Name field in the Cisco Dual Mode for Android device page.
          Related Tasks

          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.
          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 Unified CM, 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.

          Cisco Jabber Registration Drops Frequently

          Problem    Unified CM registration drops frequently when the user 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    The system cannot connect phone numbers that are dialable. 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 dial rules 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 for Android, 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.
          • 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 network meets the network requirements specified in the Cisco Jabber for Android Release Notes.
          • If you change settings on the Unified CM 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. 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.
          However:
          • For actions the user can take, see the FAQs for users.
          • For general information about optimizing your corporate Wi-Fi network for voice transmission, see the "Network Requirements" section of the Cisco Jabber for Android Release Notes.

          Unable to Move Calls from 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.
          Problem    After an Android device goes to sleep, the Cisco Jabber for Android user cannot receive calls.
          Solution    In Unified CM, increase the SIP Dual Mode Alert Timer to 7000 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 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 the user is inside the corporate Wi-Fi network when trying to transfer the active call to the mobile device. If the user is outside the corporate network, the option to move your Cisco Jabber for Android call to your mobile voice network is not available.
          • 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 another phone on the corporate calling system 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.
          • Verify that the device is connected to the corporate Wi-Fi network. The option to move the call to the mobile network is dimmed and unavailable if the device is not connected to the corporate Wi-Fi network.

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

          Cisco AnyConnect Issues

          Certificate Authentication Failure

          Problem    Cisco AnyConnect Secure Mobility Client cannot authenticate with the ASA using a certificate.
          Solution    Verify the following:
          • The certificate is still valid and the CA server has not revoked the certificate.
          • You set the correct VPN connection profile for authentication.
          • You set the Key Usage setting of the certificate to TLS Web Client Authentication.

          SCEP Enrollment Failure

          Problem    Cisco AnyConnect Secure Mobility Client cannot enroll for a certificate using SCEP.
          Solution    Verify the following:
          • The CA server is set up to automatically grant the certificate.
          • The Clock skew between the ASA and CA server is less than 30 seconds.
          • The CA server enrollment URL is reachable over the VPN tunnel.
          • The Automatic SCEPHost value in the VPN client profile matches the Group-Alias of the connection profile. For example, if the Group Alias is set as certenroll and the ASA address is asa.example.com, you need to set the SCEP Automatic Host as asa.example.com/certenroll.
          • You enabled the ssl certificate-authentication interface outside port 443 command on the ASA.

          Voicemail Issues

          Cannot Connect to Voicemail Server

          Problem    User repeatedly receives "Incorrect username or password" 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.

          Lost Connection to Voicemail Server

          Problem    User sees a notification that the connection to the voicemail server is lost because of expired or invalid credentials, but the user cannot change the password.
          Solution    Users cannot change their voicemail passwords in Cisco Jabber for Android. To resolve this issue, instruct users to go to the Cisco Personal Communications Assistant (PCA) to change their password. To access Cisco PCA, go to http://<Cisco Unity Connection server>/ciscopca.

          SIP Digest Authentication Issues

          Problems with SIP Digest Authentication

          Problem    When the user is prompted to enter SIP Digest Authentication credentials, Cisco Jabber for Android accepts any text.
          Solution    Check your settings and verify that you:
          • Created a custom phone security profile in which you enabled digest authentication.
          • Set the device security profile to use the custom phone security profile.
          Related Tasks