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Locate the chip.log file.
If you are asked to send the chip.log file, follow either step 1 for Windows systems or step 2 for Mac OS X systems and then proceed to step 3.
If your plug-in crashes, a dump file called chip.dmp is created. Currently, this file is created only for plug-in crashes on Microsoft Windows. If you are asked to send the chip.dmp file, follow this procedure.
Step 1 | Open a console session for the Cisco Jabber Guest server and restart the server. |
Step 2 | Press any key to interrupt the start process. |
Step 3 | Press e to edit. |
Step 4 | From the entries, select kernel and press e to edit. |
Step 5 | Start the server in single-user mode:
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Step 6 | Press b to start the server. The Cisco Jabber Guest server starts in single-user mode. |
Step 7 | Enter passwd root, and then enter a new password. |
Step 8 | Restart the server. |
Location |
Error Message |
What It Means |
---|---|---|
Cisco Jabber Guest webcommon logs |
"IOException closing sock javax.net.ssl.SSLHandshakeException: General SSLEngine problem" appears In the Cisco Jabber Guest webcommon-tomcat.log file. |
When one of these messages appears, it may indicate a problem with the Expressway certificate that is uploaded to Cisco Jabber Guest Administration.
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Cisco Expressway Event Log |
tvcs: Event="Outbound TLS Negotiation Error" Service="SIP" Src-ip="<ip address>" Src-port="27510" Dst-ip="<ip address>" Dst-port="5061" Detail="No SSL error available, probably remote disconnect" Protocol="TLS" Level="1" UTCTime="yyyy-mm-dd hh:mm:ss,732" |
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On Cisco Expressway, status of zone for Cisco Jabber Guest server shows Failed |
SIP: Failed to connect to <IP address>:5061 : TLS negotiation failure |
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Cisco Jabber Guest client |
Failed to acquire TURN credentials |
This message may mean that the call control and media settings for Cisco Expressway-C may not be configured correctly. Check the settings:
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Cisco Jabber Guest client |
Link Not Found |
Make sure that the link is active: Click Links, click the link, and check the State settings to make sure that the link has not expired. |
Cisco Jabber Guest client |
Link not valid |
This message may mean that the link that has not yet been replicated to the Cisco Jabber Guest server that handles the request. When you create a click-to-call link on a Cisco Jabber Guest server that is a member of a cluster, you must allow a small amount of time before that link is active on all servers in the cluster. If you deploy an application that creates links dynamically by using the link API and pushes them to the Cisco Jabber Guest client, we recommend that you factor this replication delay into your design. |
Cisco Jabber Guest client |
Missing SDP. There was a networking error between your device and the server. |
This message may mean that Cisco Jabber Guest is unable to contact the TURN server. One possible cause is that multiple network interfaces are enabled, including SW VPN. Another possible cause is that a firewall or NAT blocking UDP port 3478 between the client and the Cisco Expressway-E (publicly accessible IP). Some home routers block all UDP. |
Cisco Jabber Guest client |
Not found on Accelerator |
You may see this message because the link between the Cisco Expressway-C and Cisco Expressway-E is down and domain information hasn't replicated from the Cisco Expressway-C to Cisco Expressway-E. |
Cisco Jabber Guest client |
Server error: class java.lang.IllegalStateException: Error creating sipServletRequest ROAP_EXCEPTION |
Apache Tomcat may not be running, perhaps after an upgrade or server interruption. Restart Tomcat on the Cisco Jabber Guest Server: service tomcat-as-standalone.sh restart. |
Cisco Jabber Guest client |
SIP Error. The destination associated with this link is not reachable. |
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Cisco Jabber Guest client |
TURN Error. Your call attempt has failed due to incompatibility with your home or company security infrastructure. Please contact your network administrator or check your home network security settings. |
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