Cisco Jabber for iPhone Release 9.1(1) 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 at http:/​/​www.cisco.com/​en/​US/​products/​ps11596/​products_​user_​guide_​list.html.
  • 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 topic about obtaining logs from the client.

Verify Connection Status

Users can verify their connection status using their mobile devices.
Procedure
    Step 1   Tap the Cisco Jabber icon to open application.
    Step 2   Tap Settings > Troubleshooting > Connection Status.

    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. Users might not be properly connected to the Wi-Fi or the server might be down.
    Error
    Feature is not currently configured or connected. Users might have entered an incorrect password.
    Unknown
    Feature status is unknown. To troubleshoot this issue, verify the account settings on Unified CM.

    Obtain Logs from Cisco Jabber

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

    Procedure
      Step 1   Launch Cisco Jabber from your mobile device.
      Step 2   Tap Settings > 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 Settings > Troubleshooting > Problem Reporting.

      If Cisco Jabber fails to register, tap About > Troubleshooting > Problem Reporting instead.

      Step 6   Select the files to include. If you are not sure which files to include, include all files.
      Step 7   Tap Email Problem Report.
      Step 8   Enter the email address of a recipient such as yourself.
      Step 9   Describe the problem in the body of the email message.
      Step 10   Tap Send.
      What to Do Next

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

      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 Logging and System Information.
        Step 3   Tap Send Logs.

        Troubleshooting Tips

        Setup Issues

        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.

        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/​products/​ps11596/​products_​user_​guide_​list.html.
        • Verify that the mobile device can reach Unified CM: Try using the browser on the mobile device to connect to the Unified CM Administration portal.
        • If registration is rejected with error 503, go to the Cisco Dual Mode for iPhone 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.
        • Registration failure with the error message "Verification Timed Out" can indicate that you did not reboot all Unified CM servers in the cluster after you installed the device COP file. Make sure you reboot all Unified CM servers after you install the device COP file.
        • Make sure you have enough licenses to accommodate your deployment.
        • Make sure you checked the Enable Cisco Unified Mobile Communicator check box on the device page for the user. For more information, see Set Up Dial Via Office for Each Device.
        • If you are attempting to connect over VPN:
          • Verify that the phone can reach internal resources independently of Cisco Jabber: Try accessing an intranet web page or other resource behind the firewall.
          • If your Cisco Jabber deployment includes Directory Services, try accessing the directory from within Cisco Jabber.
          • If the phone cannot connect over VPN, contact the provider of your VPN technology for assistance.
        • If you enabled SIP digest authentication, make sure you entered the credentials correctly.
        Related Tasks

        Cisco Jabber Cannot Connect to Unified CM

        The following problem can occur in deployments in which Cisco Jabber is coresident on the iPhone with the Cisco Unified Mobile Communicator client (also known as 7.1) that runs in conjunction with a Cisco Unified Mobility Advantage server.

        Problem    After you change the device pool that is associated with the Mobility Identity, Cisco Jabber can no longer connect to Cisco Unified CM.
        Solution    Have the user exit both client applications, and then relaunch the client application that runs in conjunction with a Cisco Unified Mobility Advantage server before launching this Cisco Jabber application.

        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.

        If you allowed end-user configuration editing on the client, delete the directory account in Cisco Jabber and set it up again.

        Changes to the Device Page Do Not Take Effect

        Problem    Changes in the Product Specific Configuration Layout section of the Cisco Dual Mode for iPhone device configuration page in Unified CM do not take effect on the client.
        Try one of the following:
        • See the description earlier in this document for the Allow End User Configuration Editing setting on the Cisco Dual Mode for iPhone device page for important information about making changes to settings.
        • If you allowed end-user configuration editing, delete the relevant account on the client and then set up the account again.
        Related Tasks

        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    If using Unified CM Release 8.5 and earlier, 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.

        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.
        4. If the problem is not resolved, restart the Unified CM server.

        Device Issues

        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 use Unified CM Release 8.5 and earlier and 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.

        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 Cisco Jabber is idle for a few minutes, incoming Internet calls are sent directly to voicemail and are displayed as missed calls.
        Solution    In Unified CM, ensure that the SIP Dual Mode Alert Timer is set as described in Increase SIP Dual Mode Alert Timer Value.
        Problem    Cisco Jabber for iPhone 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 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 Unified CM.

        Calls Incorrectly Sent to Voicemail

        Problem    Calls are routed directly to voicemail.
        Solution    In Unified CM, modify the call timer values on the Mobility Identity page. For more information, see Add Mobility Identity.
        Problem    After Cisco Jabber is idle for a few minutes, incoming Internet calls are sent directly to voicemail and are displayed as missed calls.
        Solution    In Unified CM, ensure that the SIP Dual Mode Alert Timer is set as described in Increase SIP Dual Mode Alert Timer Value.

        Unable to Send VoIP Calls to Mobile Device

        Problem    User cannot send an active VoIP call from Cisco Jabber to the mobile phone number.
        Solution    Try one of the following:
        • 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.
        • 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 Mobility 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 Mobility 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.
        • In Unified CM, 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 Increase SIP Dual Mode Alert Timer Value.

        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 Pick Up Active VoIP Call After Exiting Cisco Jabber

        Problem    When users exit Cisco Jabber during an active VoIP call, they should be able to retrieve the call when they relaunch Cisco Jabber, assuming the other person is still on the call. If users cannot retrieve a parked call, it may have timed out.
        Solution    In Unified CM, increase the park timeout time. See information about the " Park Monitoring Forward No Retrieve Timer" in the Cisco Unified Communications Manager Features and Services Guide, http:/​/​www.cisco.com/​en/​US/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html.

        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:

        Calls are Dropped or Interrupted

        Problem    Calls are unexpectedly dropped or interrupted.

        Note

        Bluetooth headsets may worsen these problems.

        Solution    Because Bluetooth-related issues and network issues outside your enterprise are neither under the control of nor specific to Cisco Jabber, Cisco TAC does not troubleshoot these issues.

        Battery Drains Faster During Cisco Jabber VoIP Calls

        Problem    The device battery seems to drain more quickly during Cisco Jabber VoIP calls than during standard mobile calls.
        Solution    VoIP calls sometimes 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/​products/​ps11596/​products_​user_​guide_​list.html.

        Search Issues

        No Directory Search

        Problem    Directory search and caller identification are not available.
        Solution    If you do not enter an IP address for a directory server in the device page in Unified CM, Cisco Jabber does not include Directory Services. Enter this information, save and reset the device, and then relaunch Cisco Jabber.

        If you allowed end-user configuration editing, delete the Directory account in Cisco Jabber, and then add it again.

        Incorrect or Missing Caller Identification

        Problem    Some callers are not identified correctly.
        Solution    Consider the following:
        • When you add users or change user information in Microsoft Active Directory, correct identification of callers in Recents or Voicemail in Cisco Jabber can take up to 24 hours. This delay minimizes synchronization activity that can affect performance.
        • If a number does not match a contact using Directory Lookup Rules, Cisco Jabber displays the phone number as passed by Unified CM, unmodified by any Directory Lookup Rules.
        • If you made changes to the Directory Lookup Rules, make sure you ran the designated COP file to make those changes available to Cisco Jabber, and then restarted the TFTP service.
        Related Information

        Delayed Caller Identification

        Problem    Users experience delays in identifying callers, dialed numbers, and voice messages, when caller contact information comes from the corporate directory.
        Solution    Verify that LDAP port settings are correct in the Product Specific Configuration Layout section of the Device page in Unified CM.

        Searches Are Slow

        Problem    Search results return slowly.
        Solution    Verify that LDAP port settings are correct in the Product Specific Configuration Layout section of the Device page in Unified CM.

        Missing Search Results

        Problem    Directory search does not find known employees.
        Solution    If you made changes to the Directory Lookup Rules, make sure you run the designated COP file to make those changes available to Cisco Jabber, then restarted the TFTP service.
        Related Information

        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.

        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.

        Problems Launching Cisco AnyConnect

        Problem    Cisco Jabber does not auto-launch the Cisco AnyConnect Secure Mobility Client on iOS devices
        Solution    Verify the following:
        • The On-Demand VPN URL is configured inside the Unified CM for the device.
        • The On-Demand domain list in the AnyConnect profile includes the On-Demand VPN URL.

        Dial Via Office Issues

        Dial Via Office Calls End Unexpectedly


        Note

        The DVO-R feature requires:

        • Cisco Jabber for iPhone client, Release 9.1(1) and later.
        • Unified CM 9.1(1a), which is targeted to release at the end of February, 2013.
        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:
        • Ask the user to call again later.
        • Set up the end user with timer-based voicemail avoidance instead of user-controlled voicemail avoidance. For more information, see Set Up Voicemail Avoidance.

        Dial Via Office Calls Cannot Connect


        Note

        The DVO-R feature requires:

        • Cisco Jabber for iPhone client, Release 9.1(1) and later.
        • Unified CM 9.1(1a), which is targeted to release at the end of February, 2013.
        Problem    The user sets the Jabber calling option to "Always use DVO" or "Automatically select", but when the user tries to make a DVO call, the call does not connect.
        Solution    This problem can occur if you enable DVO on an unsupported release of Unified CM. If you enable DVO on an unsupported release of Unified CM, the end user sees the DVO calling options and can attempt to make a DVO call, but the calls cannot connect.
        Related Tasks

        Dial Via Office Calls Placed From Voicemail or Alternate Number


        Note

        The DVO-R feature requires:

        • Cisco Jabber for iPhone client, Release 9.1(1) and later.
        • Unified CM 9.1(1a), which is targeted to release at the end of February, 2013.
        Problem    People receive calls from the user's voicemail system or alternate phone number.
        Solution    Try the following:
        • Check whether the user set up the DVO Callback Number with an alternate number. An alternate number is any phone number that the user enters in the DVO Callback Number field on the client that does not match the phone number that you set up on the user's Mobility Identity in Unified CM. If so, you can resolve this issue by setting up the trunk Calling Search Space (CSS) to route to destination of the alternate phone number. For more information, see Enable Mobile Connect or Set Up Enterprise Feature Access Number.
        • Ask users to verify if their mobile voice connection was weak when they placed the Dial via Office call. To prevent further issues, tell users to ensure that they have a strong mobile voice connection before they place Dial via Office calls.
        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 Enable Mobile Connect or Set Up Enterprise Feature Access Number.
        Related Tasks

        Problems with DVO Callback


        Note

        The DVO-R feature requires:

        • Cisco Jabber for iPhone client, Release 9.1(1) and later.
        • Unified CM 9.1(1a), which is targeted to release at the end of February, 2013.
        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 Unified CM, 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 Increase SIP Dual Mode Alert Timer Value.