Cisco Jabber Guest Server 10.5 Installation and Configuration Guide

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Book Title

Cisco Jabber Guest Server 10.5 Installation and Configuration Guide

Chapter Title

Troubleshoot

Results

Updated:
December 5, 2014

Chapter: Troubleshoot

Troubleshoot

What to Do If

I am asked to provide a chip.log?

Locate the chip.log file.

Locate chip.log File

If you are asked to send the chip.log file, use the following procedure.

Procedure
    Step 1   Do one of the following:
    • For Windows, navigate to %HOMEPATH%\Appdata\LocalLow\Cisco\chip.
      Note   

      %HOMEPATH% is generally of the form 'C:\Users\username'.

    • For Mac OS X, navigate to ~/Library/"Internet Plug-Ins"/"Cisco Jabber Guest Plug-in.version-number.plugin"/Contents/Frameworks/Logs.
    • For Chrome on Mac OS X, navigate to ~/Applications/"Cisco Jabber Guest Add-on.version-number"/Contents/Frameworks/Logs
    Step 2   Compress the file and email it back to the requester.

    Locate chip.dmp File

    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.

    Procedure
      Step 1   Navigate to %HOMEPATH%\Appdata\LocalLow\Cisco\chip.
      Note   

      %HOMEPATH% is generally of the form 'C:\Users\username'.

      Step 2   Compress the file and email it back to the requester.

      Reset Admin Password for Cisco Jabber Guest Administration

      Procedure
        Step 1   Sign in to the Cisco Jabber Guest server as root.
        Step 2   Change directory to /opt/cisco/webcommon/scripts: 
        cd /opt/cisco/webcommon/scripts
        Step 3   Enter the following command: 
        python mongo_admin_reset.py
        The password is reset to its default value: jabbercserver.

        Reset Root Password for Cisco Jabber Guest Server

        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:
          1. Add the word single to the end of the line.
          2. Press the Enter key.




          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.

          Audio and Video Issues

          One-Way Video When Using VPN

          Problem    Callers experience one-way video when using Cisco Jabber Guest over VPN.
          Possible Cause    The default Maximum Transmission Unit (MTU) on Cisco Expressway-E is too high and can cause packet loss.
          Solution    Change the MTU.
          Related Tasks
          Change MTU Size

          No Audio or Video on Single NIC Deployment

          Problem    No audio or video on single NIC deployment; media is terminating on the Cisco Expressway-E
          Possible Cause    On the Cisco Expressway-C, for the zone to the Cisco Jabber Guest server, Media encryption mode is not set to Best effort.
          Solution    Set Media encryption mode to Best effort. Best effort forces media from the Cisco Expressway-E to terminate on the Cisco Expressway-C.
          Related Tasks
          Configure Cisco Expressway-E and Cisco Expressway-C: Cisco Expressway-E with Single NIC Deployment

          Call Links Redirect to Cisco Expressway-E Web Page

          Problem    Call links redirect to the Cisco Expressway-E web page.
          Possible Cause    The Cisco Expressway-E administrator already uses ports 80 and 443.
          Solution    Remap incoming requests from the Cisco Jabber Guest client to Cisco Expressway-E on ports 80 and 443 to ports 9980 and 9443, respectively, using a firewall or similar in front of Cisco Expressway-E. For the mobile client, using 9980 or 9443 in call links is not supported; you must use port remapping on your firewall to remap port 80 to port 9980 and port 443 to port 9443.
          Related References
          Ports and Protocols

          Plug-in Crashes

          Problem    The plug-in crashes.
          Possible Cause    The video drivers may not be current.
          Solution    Make sure that the video drivers are up to date on the system.

          Error Messages

          Table 1 Error Messages

          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.

          Verify that the Expressway certificate that is uploaded to Cisco Jabber Guest Administration is either an Expressway certificate or the CA certificate that signed it:
          1. Check the common name (CN) of the issuer and the subject of the certificate that is uploaded to Expressway:

            1. On the Expressway, choose Maintenance > Security certificates > Server certificate.

            2. Click Show (decoded).

          2. Check the CN of the issuer and the subject of the certificate that is uploaded to Cisco Jabber Guest Administration:

            1. Sign in to Cisco Jabber Guest Administration.

            2. Click Settings, and then click Secure SIP Trust Certificate.

          3. Make sure that Tomcat was restarted:
            service tomcat-as-standalone.sh restart

          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"

          On Cisco Expressway, status of zone for Cisco Jabber Guest server shows Failed

          SIP: Failed to connect to <IP address>:5061 : TLS negotiation failure

          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:

          1. Sign in to Cisco Jabber Guest Administration as an administrator.

          2. Click Settings, and then click Call Control and Media.

          3. Under Cisco Expressway-C, if Request short-term TURN credentials from is set to Expressway-C server specified above, make sure that the value in the Expressway-C (IP address or DNS name) field is correct.

          4. Check the value in the HTTP port field. The default value is 443.

          5. Check the values in the Cisco Expressway-C administrator Username and Password fields:

            • The administrator account is created on the Cisco Expressway-C (Users > Administrator accounts).

            • The Cisco Expressway-C administrator must have read-write and API access.

          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.

          On Cisco Expressway-E, when viewing Unified Communications status (choose Status > Unified Communications and click View ssh tunnel status), make sure that:

          • The Cisco Jabber Guest domain is listed.

          • The SSH tunnel is active.

          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.
          You may see this message for one of the following reasons:

          • The directory number (DN) embedded in the link or associated with the link, does not exist on the Cisco Unified Communications Manager or Cisco TelePresence Video Communication Server.

          • The link contains a URI (user@domain.com) but the Cisco Unified Communications Manager is not configured to route calls by URI. Use a DN instead.

          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.
          This message indicates that the web client could not allocate the TURN relay on the TURN server. This could occur for one of the following reasons:

          • UDP port 3478 is blocked. You must allow this port inbound from the public Internet to the Cisco Expressway-E.

          • The DNS record for the TURN server is not resolvable (must be a DNS A-record).

          • The Expressway-E TURN Server (IP Address or DNS Name) field and Turn Port fields are not configured correctly in Cisco Jabber Guest Administration (Settings > Call Control and Media).

          • The Domain name (Settings > Call Control and Media, under Cisco Expressway-C) is not a configured domain name on Cisco Expressway-C or is not configured for Cisco Jabber Guest services.
          Related Tasks
          Set Up TURN Server Information
          Configure Cisco Expressway-E and Cisco Expressway-C: Cisco Expressway-E with Single NIC Deployment
          Configure TURN Credential Provisioning

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