Troubleshoot Jabber Login Failure after Unified IM and Presence (IM&P) Domain Change or IM Address Scheme

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Updated:August 11, 2019
Document ID:214737

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    Introduction

    This document describesa problem encountered where Jabber is unable to login after a server reboot or XCP router service stop/start.

    Problem

    If there is a requirement to reboot IM&P nodes following a domain name change, or to stop/start the XCP router service due to a change of IM address scheme, Jabber clients login may fail with “cannot communicate with server” error.

    Troubleshooting Steps

    In order to troubleshoot this problem, verify these points:

    1.     If there are multiple IM&P nodes in the cluster, check the dbreplication on the IM&P primary node CLI mode and ensure the status is showing “(2) Setup Completed”:

    admin:utils dbreplication runtimestate

    Cluster Detailed View from IMP01 (2 Servers):   
                                                PING            DB/RPC/      REPL.          Replication    REPLICATION SETUP
    SERVER-NAME         IP ADDRESS              (msec)          DbMon?       QUEUE          Group ID       (RTMT) & Details
    -----------         ----------              ------          -------      -----          -----------    ------------------
    IMP01               x.x.x.1                 0.032           Y/Y/Y          0            (g_3)          (2) Setup Completed
    IMP02               x.x.x.2                 0.340           Y/Y/Y          0            (g_5)          (2) Setup Completed 

    2.     Ensure that on IM&P node(s), both XCP connection manger service and XCP authentication service are in started state. 

    Choose Diagnostics > System Troubleshooter >XCP Troubleshooter and verify that all are ticked. 

    3.     Start the Cisco XCP connection manger service and Cisco XCP authentication service manually in CLI if the services are not already started.  

    admin:utils service start Cisco XCP Authentication Service
    admin:utils service start Cisco XCP Connection Manager 

    Note: When you stop the Cisco XCP Router, all XCP feature services are automatically stopped.

    For a basic IM and Presence Service deployment, the following services have to be turned on:

    •              Cisco SIP Proxy

    •              Cisco Presence Engine

    •              Cisco XCP Connection Manager

    •              Cisco XCP Authentication Service

    Reference link:

    Configuration and Administration of the IM and Presence Service on Cisco Unified Communications Manager, Release 10.5(2)

    Revision History

    Revision Publish Date Comments
    1.0
    11-Aug-2019
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Amy Lin
      Cisco TAC

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