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

Problem    User cannot sign in Cisco Jabber when using Cisco Unified Presence as the presence server.

Solution    Make sure you configure xmpp server Name to IP address or FQDN rather than host name under System > Cluster Topology > Node Configuration on Cisco Unified Presence server version 9.0 and earlier.

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 Cisco Jabber for iPhone and iPad User Guide for your release.
• Verify that the mobile device can reach Cisco Unified Communications Manager. To verify, use the browser on the mobile device to try to connect to the Cisco Unified CM Administration interface.
• If registration is rejected with error 503, go to the TCT/TAB device page in Cisco Jabber for iPhone and iPad and select Reset, and then try again.
• Make sure your DNS server can resolve the hostname of the Cisco Unified Communications Manager server that is used as the TFTP server address.
• Registration failure with the error message "failed to get device configuration" can indicate that you did not reboot all Cisco Unified Communications Manager servers in the cluster after you installed the device COP file. Make sure you reboot all Cisco Unified Communications Manager servers after you install the device COP file.
• Make sure you have enough licenses to accommodate your deployment.
• If you use Cisco Unified Communications Manager 9.1(2) or lower, make sure you checked the Enable Cisco Unified Mobile Communicator check box on the device page for the user. For more information, see the Set Up Dial Via Office for Each Device topic in the Server Setup Guide for your release.
• If you are attempting to connect over VPN:
  • Verify that the mobile device 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 mobile device cannot connect over VPN, contact the provider of your VPN technology for assistance.
• Make sure that you specified the organization's top level domain. In Cisco Unified CM Administration interface, select System > Enterprise Parameters. Under the Clusterwide Domain Configuration section, check that you entered the organization top domain name (for example, cisco.com).

Problem    The device icon does not appear in the Cisco Unified CM Administration interface.

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 Cisco Unified Communications Manager server.

Problem    After users upgrade the client from an earlier release to this release, the directory search does not work.

Solution    If you have an on-premises deployment, check that you uploaded thejabber-config.xml file to the Cisco Unified Communications Manager and restarted the TFTP service.

To verify that the configuration file is available on your TFTP server, open the configuration file in any browser. Typically, you can access the global configuration file at the following URL: http://tftp_server_address:6970/jabber-config.xml.

Problem    User cannot sign in Cisco Jabber when using Cisco Unified Presence as the presence server.

Solution    Make sure you configure xmpp server Name to IP address or FQDN rather than host name under System > Cluster Topology > Node Configuration on Cisco Unified Presence server version 9.0 and earlier.

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 Cisco Unified Communications Manager, set the SIP Dual Mode Alert Timer as described in the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide.

Problem    After Cisco Jabber is idle for a few minutes, incoming VoIP calls are sent directly to voicemail and are displayed as missed calls.

Solution    In Cisco Unified Communications Manager, ensure that the SIP Dual Mode Alert Timer is set as described in the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide.

Problem    Cisco Jabber for iPhone and iPad 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/TAB 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 Cisco Unified Communications Manager.

Problem    Calls are routed directly to voicemail.

Solution    In Cisco Unified Communications Manager, modify the call timer values on the Mobility Identity page. For more information, see the Add Mobility Identity topic in the Server Setup Guide for your release.

Problem    After Cisco Jabber is idle for a few minutes, incoming VoIP calls are sent directly to voicemail and are displayed as missed calls.

Solution    In Cisco Unified Communications Manager, ensure that the SIP Dual Mode Alert Timer is set as described in the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide for your release.

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.

Solution    Try one of the following:

• If you used the Mobility Softkey method for transferring VoIP calls to the mobile device, check that you set up the Mobility Identity for the user. If so, check that the Mobility Identity number is the correct number and you are able to dial that number as entered from the client. See the Enable Active Call Transfer from VoIP to Mobile Network topic in the Server Setup Guide for your release.
• If you used the Handoff DN method for transferring VoIP calls to the mobile device, check that you set it up correctly. See the Set Up Handoff DN topic in the Server Setup Guide for your release.
• Check that Mobile Connect works by exiting the client and dialing the extension. If you hear a fast busy signal, make sure you entered the Mobility Identity phone number in a routable format.

Problem    User cannot merge the audio for two active VoIP calls.

Solution    Ensure that the Media Resource Group List is set on the user's device page. For more information, see the Create TCT/TAB Software Phone Devices topic in the Server Setup Guide for your release.

Problem    Users cannot start a video conference call from within the client.

Solution    Verify that the Multipoint Control Unit (MCU) settings are set up properly on the Cisco Unified Communications Manager. For more information, see the Conference Bridge setup chapter in the Cisco Unified Communications Manager Administration Guide for your release.

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 the client, the Cisco Technical Assistance Center (TAC) does not troubleshoot these issues.

However:

• For actions the user can take, see the Troubleshoot chapter of the User Guide for Cisco Jabber for iPhone and iPad for your release.
• For general information about optimizing your corporate Wi-Fi network for voice transmission, see the Network Requirements section of the Release Notes for your release of Cisco Jabber for iPhone and iPad.

Problem    The device battery seems to drain more quickly when using the client.

Solution    Ask the user to check the following:

• Detailed Logging: Enable this option only if you are collecting troubleshooting logs to resolve problems with the client. Keep it disabled otherwise. In the client, tap Settings > Problem Reporting. Tap the Detailed Logging switch to turn it off.
• Weak Wi-Fi connection: A weak Wi-Fi connection can affect the battery life. Ask the user to move to a location with a stronger network signal.
• VPN use: Prolonged VPN use can affect the battery life.

Problem    Directory search is not available.

Solution    If you have an on-premises deployment, check the following:

• Ensure that you uploaded the jabber-config.xml file to the Cisco Unified Communications Manager and restarted the TFTP service. Typically, you can access the global configuration file at the following URL: http://tftp_server_address:6970/jabber-config.xml. For more information, see the Configure the Client chapter in this guide.
• Ensure that you did not rename the jabber-config.xml file. The client does not support jabber-config.xml files with a different name.
• If you upgrade the Cisco Unified Communications Manager in an on-premises deployment, ensure that you re-apply the jabber-config.xml file.
• Verify that your directory configuration parameters are set up correctly in your global configuration file. For more information, see the Integrate with Directory Sources chapter.

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 the client 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, the client displays the phone number as passed by Cisco Unified Communications Manager, 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 the client, and then restarted the TFTP service.

Problem    User repeatedly receives "Invalid credentials" 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.

Problem    The first few seconds of voicemail prompts are truncated.

The start of the audio that prompts users to leave voice messages can be truncated in some instances. The result of the truncation is that users do not hear the first second or two of the voicemail prompt.

Solution    To resolve this issue, set a value for the Delay After Answer field in the Cisco Unity Connection advanced telephony integration settings. See the Edit Advanced Settings section of the Interface Reference Guide for Cisco Unity Connection Administration.

Problem    Cisco AnyConnect Secure Mobility Client cannot authenticate with the Cisco Adaptive Security Appliance 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.

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 Cisco Adaptive Security Appliance 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 Cisco Adaptive Security Appliance 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 Cisco Adaptive Security Appliance.

Problem    Cisco Jabber does not auto-launch the Cisco AnyConnect Secure Mobility Client on iOS devices.

Solution    Try the following:

• Ensure that the On-Demand VPN URL is configured inside the Cisco Unified Communications Manager for the device.
• Ensure that the On-Demand domain list in the AnyConnect profile includes the On-Demand VPN URL.
• Check whether the user selected the Connect If Needed option. In some cases, Cisco Jabber users may have issues when using the Connect If Needed option. For example, if the hostname for the Cisco Unified Communications Manager is resolvable outside the corporate network, iOS will not trigger a VPN connection. The user can work around this issue by manually launching the Cisco AnyConnect Secure Mobility Client before making a call.

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 the Set Up Voicemail Avoidance chapter in the Server Setup Guide for your release.

Problem    The user sets the Cisco Jabber calling option to "Always use DVO" or "Auto-select", but when the user tries to make a DVO call, the call does not connect.

Solution    Check the following:

• Check whether you enabled DVO on an unsupported release of Cisco Unified Communications Manager. If you enable DVO on an unsupported release of Cisco Unified Communications Manager, the end user sees the DVO calling options and can attempt to make a DVO call, but the calls cannot connect.
• Check whether the user installed the client on multiple devices. If the user installs the client on a second device, and the mobility identity number is configured for the first mobile device, then the user will not see the incoming DVO-R call on the second device.

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 Cisco Unified Communications Manager. 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 the Enable Mobile Connect or Set Up Enterprise Feature Access Number topics in the in the Server Setup Guide for your release.
• 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 the Enable Mobile Connect or Set Up Enterprise Feature Access Number topics in the in the Server Setup Guide for your release.

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 Cisco Unified Communications Manager, 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 the Increase SIP Dual Mode Alert Timer Value topic in the Server Setup Guide.