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C H A P T E R
8
Troubleshoot Cisco Jabber for Windows
Resolve common issues with Cisco Jabber for Windows.
•
Configuration Issues, page 129
•
Directory Integration Issues, page 130
•
Audio, Video, and Device Issues, page 131
Configuration Issues
Configuration File Does Not Download
Problem description: Cisco Jabber for Windows does not download the configuration file from the TFTP server. The configuration file is not available in the installation directory after you start Cisco Jabber for
Windows.
Resolution:
1
Restart your TFTP server.
2
Check the name of your configuration file.
Remember
• The name of the configuration file is case sensitive.
• The global configuration filename must be jabber-config.xml.
3
Ensure your corporate firewall does not prevent Cisco Jabber for Windows from downloading the configuration file.
Cisco Jabber for Windows Does Not Read the Configuration File
Problem description: You host a global or group configuration file on your TFTP server. Cisco Jabber for
Windows downloads the configuration file and saves it in the appropriate installation directory. However,
Cisco Jabber for Windows does not apply any settings you specify in the configuration file.
Resolution: Ensure the XML in the configuration file is valid. Cisco Jabber for Windows configuration files must do the following:
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Troubleshoot Cisco Jabber for Windows
Directory Integration Issues
• Use utf-8 encoding.
• Contain only valid XML character entities. For example, use & instead of &.
Open your configuration file in Microsoft Internet Explorer to determine if any characters or entities are not valid. If Internet Explorer displays the entire XML structure, your configuration file does not contain invalid characters or entities. If Internet Explorer displays only part of the XML structure, your configuration file most likely contains invalid characters or entities.
• Contain a valid structure. Ensure parameters are nested under the correct elements. The following XML snippet shows the basic structure of a configuration file in an on-premises deployment:
<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<Client>
<parameter_name>value</parameter_name>
</Client>
<Directory>
<parameter_name>value</parameter_name>
</Directory>
<Policies>
<parameter_name>value</parameter_name>
</Policies>
</config>
Cisco Jabber for Windows Uses Old Configuration Settings
Problem description: Cisco Jabber for Windows is not using the current configuration settings. You change settings in a configuration file and host it on your TFTP server. However, Cisco Jabber for Windows uses the settings from the previous version of the configuration file.
Resolution:
1
Restart your TFTP server.
2
Open the configuration file in your browser to verify the settings. Typically, you can access the configuration file at the following URL: http://tftp_server_address:6970/jabber-config.xml
If restarting your TFTP server does not resolve this issue, it is likely that Cisco Jabber for Windows uses the cached configuration file because it cannot download the current version.
Directory Integration Issues
Cannot Determine If a Directory Connection is Established
Problem description: In an on-premises deployment, you specify directory settings in a Cisco Jabber for
Windows configuration file. However, you are not sure whether Cisco Jabber for Windows is successfully connected to the directory.
Resolution: Perform the following steps to determine whether Cisco Jabber for Windows is connected to the directory:
1
Start the client.
2
Enter at least three characters in the search field.
If Cisco Jabber for Windows displays a list of matching contacts, search is working. Cisco Jabber for Windows is successfully connected to the directory.
If Cisco Jabber for Windows is not successfully connected to the directory, review the configuration settings.
By default, the client uses Enhanced Directory Integration and connects to a Global Catalog server.
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Troubleshoot Cisco Jabber for Windows
ADSI Error Codes
ADSI Error Codes
Cisco Jabber for Windows uses Microsoft Active Directory Service Interfaces (ADSI) for directory integration.
You should refer to the ADSI error codes to help troubleshoot directory integration issues.
See the following Microsoft documentation for information about ADSI error codes:
• ADSI Error Codes at http://msdn.microsoft.com/en-us/library/windows/desktop/aa772195(v=vs.85).aspx
• Generic ADSI Error Codes at http://msdn.microsoft.com/en-us/library/windows/desktop/ aa705940(v=vs.85).aspx
• Error Codes for ADSI 2.5 at http://support.microsoft.com/kb/242076
Audio, Video, and Device Issues
Voicemail is Not Available
Problem description: Cisco Jabber for Windows users cannot access voice messages after deployment.
Resolution:
On-Premises deployments
Ensure you specify the voicemail store server address in Cisco Unified Presence.
Cloud-Based deployments
Ensure you select the Enable Visual Voicemail option with the Cisco WebEx Administration Tool.
Audio and Video Communication is Not Available
Problem description: You provision audio and video devices, but Cisco Jabber for Windows cannot connect to the devices.
Resolution:
On-Premises deployments
Ensure you set up a CTI gateway and create a CCMCIP profile on Cisco Unified Communications
Manager as appropriate.
Cloud-Based deployments
Ensure you select the following options with the Cisco WebEx Administration Tool:
• Select the Enable Cisco WebEx Connect Click-to-Call option for the appropriate cluster.
• Select the Enable Cisco UC Manager integration with Cisco WebEx Connect option for the appropriate cluster.
Voicemail Prompt is Truncated
Problem description: The start of voicemail prompts is truncated.
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Audio, Video, and Device Issues
The start of the audio that prompts users to leave voicemail 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.
Resolution
To resolve this issue, set a value for the Delay After Answer field in the Cisco Unity Connection advanced telephony integration settings. See the Cisco Unity Connection documentation at: http://www.cisco.com/en/
US/docs/voice_ip_comm/connection/8x/gui_reference/guide/8xcucgrg120.html#wp1056978
Group Chat Does Not Start
Problem description: You attempt to start a group chat. The group chat does not start and the following message is written to the log files:
WARN [0x000021c0] [PME(0)] [cpve] [<ctxt:GStreamer,thread:8640>] - pipeline0 [gstbin.c(2399), gst_bin_do_latency_func()]-> failed to query latency" and the it is generating 10+ log files per minute.
If you then restart Cisco Jabber for Windows, the following message is written to the log files:
ERROR [0x000004fc] [ied\featuresets\adapters\imp\Log.cpp(35)] [JabberWerx]
[IMPStackCap::Log::log] - [XmppSDK.dll]: CXmppMUCRoom::GetGroupChatServer , no MUC_SERVICE is available, please check the configure of server, bPersistent:0
Resolution: To resolve this issue, do the following:
1
Ensure at least one of the group chat participants is online. Cisco Jabber for Windows requires a minimum of one online participant to create a group chat.
2
Activate and start the Cisco XCP Text Conference Manager service on Cisco Unified Presence.
3
Activate and start the Text Conference Manager service on Cisco Unified Presence.
End Users Cannot Retrieve Phone Account Details
Problem description: Cisco Jabber for Windows users cannot retrieve phone account details when they log in to an extension mobility profile. As a result, error messages display in the Phone services section of the
Phone accounts tab on the Options dialog box.
The affected users have multiple devices configured on Cisco Unified Communications Manager.
The following exceptions are written to the csf-unified.log file in the
%USER_PROFILE%\AppData\Local\Cisco\Unified Communications\Jabber\CSF\Logs directory:
<time_stamp> DEBUG [0x00001d80] [src\config\CCMCIPClient.cpp(230)] [csf.ecc]
[curlDebugCallback] - <html> <body> org.apache.jasper.JasperException: java.lang.reflect.InvocationTargetException<br> <!-- org.apache.jasper.JasperException: java.lang.reflect.InvocationTargetException at org.apache.jasper.runtime.JspRuntimeLibrary.handleSetPropertyExpression(JspRuntimeLibrary.java:622) at org.apache.jsp.ControlledDevices_jsp._jspx_meth_c_005fforEach_005f0(ControlledDevices_jsp.java:834) at org.apache.jsp.ControlledDevices_jsp._jspService(ControlledDevices_jsp.java:180) at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:70) at javax.servlet.http.HttpServlet.service(HttpServlet.java:722)
Resolution: To resolve this issue, do the following:
1
Disassociate the affected users from all extension mobility profiles.
2
Contact your Cisco support representative and request an Engineering Special (ES) to resolve this issue on Cisco Unified Communications Manager.
After you apply the ES on Cisco Unified Communications Manager, you can re-associate the affected users with the extension mobility profiles.
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Troubleshoot Cisco Jabber for Windows
Audio, Video, and Device Issues
Off Hook Dialing Does Not Change Presence States
Problem description: A Cisco Jabber for Windows user dials a number directly from the desk phone, or other device. The availability status does not change to indicate the user is on a call.
Resolution: To resolve this issue, do the following:
1
Ensure the user is associated with the line number.
1
Open Cisco Unified Communications Manager and browse to the Phone Configuration window for the device.
2
Locate the Association Information section and select the line associated with the device. The
Directory Number Configuration window opens.
3
Locate the Users Associated with Line section.
4
Verify that the user is associate with the line.
2
Ensure the SIP trunk exists from Cisco Unified Communications Manager to Cisco Unified Presence.
1
Open Cisco Unified Communications Manager.
2
Select Device > Trunk.
3
Search for a SIP trunk to Cisco Unified Presence.
4
Create a SIP trunk if one does not exist.
3
Check resolution of the DNS name entries that are set as security exceptions in Cisco Unified Presence to allow communication with Cisco Unified Communications Manager.
When you set up Cisco Unified Presence and Cisco Unified Communications Manager on a domain, exceptions are automatically added as DNS names. If issues occur with the resolution of a DNS name entry, the corresponding incoming and outgoing exceptions do not take effect.
You should ensure that if you ping a DNS name, the correct IP address is returned. You should also ensure that if you ping the IP address, the correct DNS name is returned.
To access the security exceptions on Cisco Unified Presence, select System > Security and then select one of the following:
• Incoming ACL
• Outgoing ACL
Desk Phone Video Unavailable or Unknown
Problem description: You set up desk phone video capabilities but an error occurs that indicates desk phone video is either unavailable or the deskphone device is unknown.
Resolution: To resolve this issue, do the following:
1
Ensure you enable the desk phone device for video in Cisco Unified Communications Manager.
2
Reset the physical desk phone.
3
Exit the client.
4
Run services.msc on the computer where you installed the client.
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Audio, Video, and Device Issues
5
Restart Cisco Media Services Interface.
6
Restart the client.
Calls Drop Intermittently on Network Profile Change
Problem description: Audio and video calls drop intermittently when the network profile changes.
A known bug exists with Microsoft Windows 7 and Microsoft Windows Server 2008 R2 that causes the network profile to change unexpectedly. This change in the network profile closes network ports that Cisco
Jabber for Windows requires for calls. As a result, if you are on a call when the network profile changes, that call automatically terminates.
Resolution: Apply the fix available from the Microsoft support site at: http://support.microsoft.com/kb/
2524478/en-us
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Cisco Jabber for Windows 9.1.x Installation and Configuration Guide
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Table of contents
- 1 Cisco Jabber for Windows 9.1.x Installation and Configuration Guide
- 3 Contents
- 11 Introduction
- 11 Documentation
- 11 Community Resources
- 13 Deployment Options
- 13 On-Premises Deployments
- 13 Product Modes
- 14 Diagram with Cisco Unified Presence
- 16 Diagram with Cisco Unified Communications IM and Presence
- 17 Cloud-Based Deployments
- 18 Cloud-Based Diagram
- 19 Hybrid Cloud-Based Diagram
- 20 On-Premises Service Connections
- 20 Connection Settings
- 21 Bootstrap File
- 21 Presence Server Discovery
- 22 DNS SRV Records
- 23 Connect to Available Services
- 23 Cloud-Based Service Connections
- 23 Connection Settings
- 24 Bootstrap File
- 25 Connect to Available Services
- 26 Directory Service in On-Premises Deployments
- 26 Configure Directory Integration with On-Premises Servers
- 26 Contact Sources
- 27 Enhanced Directory Integration
- 27 Domain Name Retrieval
- 28 Directory Server Discovery
- 28 Default Server Connection
- 29 LDAP Directory Servers
- 29 Primary and Secondary Servers
- 30 Directory Authentication
- 32 Attributes on the Directory Server
- 33 Predictive Search
- 33 Contact Photo Retrieval
- 34 Cisco Unified Communications Manager User Data Service
- 35 Enable Integration with UDS
- 36 Contact Photo Retrieval
- 36 Set UDS Service Parameters
- 36 UDS Service Parameters
- 37 Contact Resolution with Multiple Clusters
- 37 Directory Configuration Parameters
- 38 Contact Photo Formats and Dimensions
- 38 Contact Photo Formats
- 38 Contact Photo Dimensions
- 39 Contact Photo Adjustments
- 40 Domain Federation
- 40 Interdomain Federation
- 40 Intradomain Federation
- 41 Configure Intradomain Federation
- 41 Intradomain Federation Example
- 42 Single Sign-On (SSO) Deployments
- 43 Cloud-Based SSO
- 44 Enable Cloud-Based SSO
- 45 Cisco AnyConnect Deployments
- 45 Cisco AnyConnect Deployment Considerations
- 45 NAT Rules
- 45 Session Parameters
- 46 Group Policies and Profiles
- 46 Trusted Network Detection
- 47 Tunnel Policies
- 47 Set Up Certificate-Based Authentication
- 48 Distribute Certificates with Group Policy
- 48 Distribute Certificates with SCEP
- 49 Plan for Installation
- 49 Hardware Requirements
- 50 Software Requirements
- 50 Operating Systems
- 50 On-Premises Servers
- 51 High Availability for Instant Messaging and Presence
- 53 Cloud-Based Servers
- 53 Directory Servers
- 53 Microsoft Internet Explorer
- 54 Microsoft Office
- 54 Local Contacts in Microsoft Outlook
- 55 Enable Calendar Events from Microsoft Outlook
- 55 Enable Presence Integration with Microsoft Outlook
- 56 Enable Presence with the Active Directory User and Computers Tool
- 56 Microsoft SharePoint
- 56 Microsoft Office 365
- 57 Calendar Integration
- 57 Virtual Environments
- 58 CTI Servitude
- 58 Supported Codecs
- 59 Network Requirements
- 59 ICMP Requests
- 59 Ports and Protocols
- 60 Phones, Headsets, and Cameras
- 61 CTI Supported Devices
- 61 Supported Headsets and Speakers
- 61 Supported Cameras
- 61 COP Files for Cisco Jabber
- 62 Client-Side Availability Status
- 64 Instant Message Encryption
- 64 On-Premises Encryption
- 65 Cloud-Based Encryption
- 66 Client to Client Encryption
- 67 Encryption Icons
- 68 Lock Icon for Client to Server Encryption
- 68 Padlock Icon for Client to Client Encryption
- 68 Local Chat History
- 68 Audio and Video Performance Reference
- 68 Bit Rates for Audio
- 69 Bit Rates for Video
- 69 Bit Rates for Presentation Video
- 70 Maximum Negotiated Bit Rate
- 70 Performance Expectations for Bandwidth
- 71 Video Rate Adaptation
- 71 Quality of Service Configuration
- 71 Cisco Media Services Interface
- 72 Set DSCP Values
- 72 Port Ranges on Cisco Unified Communications Manager
- 72 Specify a Port Range on the SIP Profile
- 73 How the Client Uses Port Ranges
- 73 Options for Setting DSCP Values
- 73 Set DSCP Values on Cisco Unified Communications Manager
- 74 Microsoft Windows XP Registry Setting for DSCP Values
- 74 Set DSCP Values with Group Policy
- 74 Set DSCP Values on the Network
- 75 Protocol Handlers
- 75 Registry Entries for Protocol Handlers
- 76 Protocol Handlers on HTML Pages
- 77 Set Up Servers
- 77 Server Setup Guide
- 79 Install Cisco Jabber
- 79 Methods of Installation
- 80 Use the Command Line
- 80 Example Installation Commands
- 81 Run the MSI Manually
- 81 Create a Custom Installer
- 82 Get the Default Transform File
- 82 Create Custom Transform Files
- 83 Transform the Installer
- 84 Deploy with Group Policy
- 84 Set a Language Code
- 85 Deploy the Client with Group Policy
- 86 Cisco Media Services Interface
- 86 Traffic Marking
- 87 Desk Phone Video Capabilities
- 87 Prepare Your Network
- 87 Install Cisco Media Services Interface
- 88 Uninstall Cisco Jabber for Windows
- 88 Use the Installer
- 88 Use the Product Code
- 89 Command Line Arguments
- 92 Installer Properties
- 92 Supported Languages
- 95 Configure Cisco Jabber for Windows
- 95 Configuration Overview
- 95 When to Configure Cisco Jabber for Windows
- 96 Global Configuration Files
- 96 Group Configuration Files
- 97 Configuration File Requirements
- 98 Configure the Client
- 98 Specify Your TFTP Server Address
- 98 Specify Your TFTP Server on Cisco Unified Presence
- 99 Specify Your TFTP Server on Cisco Unified Communications IM and Presence
- 99 Specify TFTP Servers in Hybrid Cloud-Based Deployments
- 100 Create Global Configurations
- 100 Create Group Configurations
- 101 Host Configuration Files
- 102 Restart Your TFTP Server
- 102 Configuration File Structure
- 103 Group Elements
- 103 XML Structure
- 104 Summary of Configuration Parameters
- 105 Example Configuration File
- 106 Client Parameters
- 107 Directory Parameters
- 107 Directory Server Type Parameter
- 107 Attribute Mapping Parameters
- 108 Directory Connection Parameters
- 111 Directory Query Parameters
- 113 Phone Masks
- 114 Contact Photo Parameters
- 115 Domain Federation Parameters
- 116 Directory Server Configuration Examples
- 117 Domain Controller Connection
- 117 Manual Server Connection
- 118 UDS Integration
- 118 OpenLDAP Integration
- 118 Anonymous Binds
- 119 Authenticated Binds
- 119 AD LDS Integration
- 120 Windows Principal User Authentication
- 120 AD LDS Principal User Authentication
- 121 Options Parameters
- 122 Policies Parameters
- 122 On-Premises Policies
- 123 Common Policies
- 124 Cisco WebEx Policies
- 124 Service Credentials Parameters
- 125 Configure Automatic Updates
- 126 Configure Problem Reporting
- 127 Custom Embedded Tabs
- 127 Custom Embedded Tab Definitions
- 129 Custom Icons
- 130 Chats and Calls from Custom Tabs
- 131 UserID Tokens
- 131 JavaScript Notifications
- 132 Custom Embedded Tab Example
- 133 Customize Cisco Jabber for Windows
- 133 Add Custom Emoticons
- 134 Emoticon Definitions
- 137 Create Custom Embedded Tabs
- 139 Troubleshoot Cisco Jabber for Windows
- 139 Configuration Issues
- 140 Directory Integration Issues
- 141 ADSI Error Codes
- 141 Audio, Video, and Device Issues