Brkucc 3662 PDF

Troubleshooting Jabber Like a TAC
Engineer
Kabeer Noorudeen
Technical Leader
BRKUCC-3662
“Jabber is just a client…!”
BRKUCC-3662 © 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 3
Agenda
• Jabber Problem Reporting
• Understanding the Jabber Problem Report
• Troubleshooting Jabber Logins

• Service Discovery
• Login Process
• Troubleshooting Jabber Core Features

• Directory
• Presence Updates
• Instant Messaging
• Phone Control
• Cisco Jabber Diagnostics Tool

• Conclusion
Jabber Problem Reporting
Agenda
• Login Process

• Directory
• Phone Control
Generating a Problem Report
Jabber Gear Logo à Help

à Report a problem…
Generating a Problem Report, cont’d..
1. Select the Problem Type
2. Enter a Summary of the

problem
Generating a Problem Report, cont’d..
1. Steps to reproduce the

problem with timestamps
1. Select “Save”
For troubleshooting crash issues, the

“Include Memory Dump” checkbox must be
checked when creating the report,
otherwise the memory dump is not
needed.
Problem Report Contents
1. Problem Report is saved as

a .ZIP file
2. Contains Jabber logs, client

information, cached info, and
comments
Problem Report Contents – Bootstrap folder
1. Click2XRegistraiton – The
installation of the Click to
Call plugin
1. jabber-bootstrap – List of
install switches
Problem Report Contents – Config folder
1. cachedPresenceConfigStore – cache
servers to connect to
2. cachedPresenceProductModeStore –
Default, Cloud, or Phone-Only Modes
3. cachedTFTPConfigStore – parced jabber-
config.xml
4. cachedUcm90ConfigStore – Service
Profile Info and UDS discovery
5. deviceData3 – Speakers and cameras
6. Home-uds-info – Home UDS node hash
7. Jabber-LocalConfig – Last used
information, last known version, user
information
8. Service-location – services domain and
SRV discovered
9. SSOAuthInfoStore – SSO authentication
location
Problem Report Contents – Contacts folder
1. DirectoryRSCache - cached
directory information for all
Jabber contacts
2. PersonManagerForensics –
Contact, contact source, and IM
address for each contact. This
file also shows the total number
of contacts
Problem Report Contents – JabberWerxCpp folder
1. Jwx -<Date>-<Time>.wbt – logs

the MAPI connections, Webex
connections of the Jabber client
This .wbt file would be

opened and viewed with the
Webex Tracing tool(aka
WBX Tracer). This can be
downloaded from here
Problem Report Contents – jabber.log
Jabber.log – these files are the

Jabber client logs.
These files would be the most beneficial

to an engineer troubleshooting the jabber
client. 90% of the client activity that
takes place will be logged here. All
troubleshooting mentioned in this
session will be gathered from these logs.
Problem Report Contents – metadata.txt
Metadata.txt – contains the

Username, login mode, client
version, IM Address
This file is good to verify the Jabber

client version that is being utilized on the
client machine in the event that you are
not sure.
Problem Report Contents – microdump.dmp
Microdump.dmp – useful in the event

that there is a crash of the client. For
troubleshooting crash issues, the
“Include Memory Dump” checkbox
must be checked when creating the
report.
Problem Report Contents – MSIba0dc.txt
MSIba0dc.txt – Jabber install log that

was created on Jabber installation.
Problem Report Contents – PRT.txt
PRT.txt – Log showing the execution

and internal workings of the Jabber
Problem Reporting Tool
Problem Report Contents – user-comment.txt
User-comment.txt – This would show

the contents of what the end user or
administrator typed into the
“Summary” and “Steps to reproduce
the problem” text fields when
generating the problem report
Know the problem report
• What information is saved in the cachedUcm90ConfigStore?
Service Profile Info and UDS discovery
Troubleshooting Jabber - Login
Agenda
• Login Process

• Directory
• Phone Control
Service Discovery
Jabber Client - Service Discovery Failed
Service Discovery Full Log Analysis
No SRV Records are found
• Making query for SRV:
• 2016-05-14 08:46:51,781 INFO [0x00000848] [rc\dnsutils\win32\win32DnsUtils.cpp(343)] [csf.dns]
[csf::dns::DnsUtils::executeSRVRecordQuery] - About to make DNS SRV record query '_cisco-
uds._tcp.ciscoliveus.net.'
• SRV query failed (Discovery Failed):

• 2016-05-14 08:46:51,785 WARN [0x00000848] [src\dnsutils\win32\win32DnsUtils.cpp(52)]
[csf.dns] [csf::dns::mapFromWindowsDNSResult] - *-----* DNS query _cisco-
uds._tcp.ciscoliveus.net. has failed: DNS name does not exist. (9003).
• 2016-05-14 08:46:51,788 WARN [0x00000848] [vices\impl\DiscoveryHandlerImpl.cpp(681)]

[service-discovery] [CSFUnified::DiscoveryHandlerImpl::handleFailedDiscoveryResult] - *-----*
Discovery failed: ServiceDiscoveryNoSRVRecordsFound.
Service Discovery Failure Code and Logs
All detailed discovery-related logs have [service-discovery] logger name in them
Jabber problem report – jabber.log
Example: 2016-05-14 08:46:51,788 WARN [0x00000688]

[vices\impl\DiscoveryHandlerImpl.cpp(719)] [service-discovery]
[CSFUnified::DiscoveryHandlerImpl::callOnFailedDiscoveryResultOnDispa
tcherThread] - Discovery Failure -> (id) name :: (1005)
ServiceDiscoveryNoSRVRecordsFound
ID Name UI Message Description
1005 ServiceDiscoveryNoSRVRecordsFound Failed to discover No SRV records

services. were found.
Service Discovery Failure Codes
ID Name UI Message Description
1001 ServiceDiscoveryFailure Failed to discover network services. Unknown Discovery failure. This is
normally a DNS issue
1002 ServiceDiscoveryAuthenticationFailure Your username or password is not Failed to authenticate with
correct. CUCM(9.0+)
1003 ServiceDiscoveryCannontConnectToCUCMServer Cannot communicate with server. Cannot connect to CUCM(9.0+)
1004 ServiceDiscoveryNoCUCMConfiguration Failed to discover network services. CUCM server is misconfigured.
1005 ServiceDiscoveryNoSRVRecordsFound Failed to discover network services. No SRV records are found
1006 ServiceDiscoveryCannotConnectToEdge Cannot communicate with the server. Unable to connect to Expressway
Edge server
1007 ServiceDiscoveryNoNetworkConnectivity Cannot communicate with the server. Ensure the PC has network
connectivity and can reach the
DNS server
Failed nslookup of cisco-uds SRV record
Issue the nslookup command in Windows CLI
Only search for SRV records

The name if the SRV record to search for
DNS Server used for the search
SRV could not be found on the DNS server
Packet Capture of Service Discovery Failed
Cisco-uds SRV Query

Each of these queries fails with “No such name”
Cuplogin SRV Query as the query result. This means that the SRV
could not be located on the DNS server.
Collab-Edge SRV Query
Configure the SRV in DNS
Successful nslookup of SRV record
Jabber Client - Service Discovery Successful
Debugging Service Discovery Cache File
<?xml version="1.0" ?>
- <UCServices>
<ServicesDomain>ciscoliveus.net</ServicesDomain>
<VoiceServicesDomain>ciscoliveus.net</VoiceServicesDomain>
- <UCService> This information is held in the
<type>CUCM</type> Jabber client PC in the “service-
location.xml” file. The location
- <connectionInformation> of this file is
<name>_cisco-uds</name> %appdata%\Cisco\Unified
<scope>INNER</scope> Communications\Jabber\CSF\C
onfig\
<address>cucmpub.ciscoliveus.net</address>
<protocol>tcp</protocol>
<port>8443</port>
</connectionInformation>
</UCService>
</UCServices>
Know service discovery
• What is the recommended on-premises discovery method?
cisco-uds
• What should be the DNS recordtype for _cisco-uds ?
SRV
Agenda
• Login Process

• Directory Integration
• Phone Control
Jabber Login Process
Jabber Login – Stage 1
George’s Jabber
client
SOAP
message
Client Profile
Cisco Tomcat LDAP/CUCM
TCP port Agent
8443
IM and Presence Server
Jabber Login – Stage 1 Response
George’s Jabber
client
SOAP
message
Client Profile
Cisco Tomcat LDAP/CUCM
TCP port Agent
8443
Jabber Login – Stage 2
George’s Jabber
client
XMPP
message
XCP XCP
Connection XCP Router Authentication
TCP port Manager Service
5222
Jabber Login – Stage 2 Response
George’s Jabber
client
XMPP
message XCP XCP
TCP port
Connection Authentication
5222 Manager Service
Initial Request to IM and Presence for Login
All detailed discovery-related logs have [IMPServices] and [csf.jwcpp] logger
name in them
Login Starts - 2016-05-15 14:50:40,039 INFO [0x00000b2c]

[ters\imp\commands\LoginCommands.cpp(165)] [IMPServices]
[CSFUnified::IMPStackCap::LoginCommands::SignOn] - Signing into Presence
Server. Server: IMPPub;IMPSub, login mode: ON_PREM, result: 0
Initial SOAP Request - 2016-05-15 14:50:40,043 INFO [0x00000360]

[upSoapClient\CupSoapClientImpl.cpp(1317)] [csf.jwcpp]
[CupSoapClientImpl::getEndpoint] - @CupSoapCli: soap,
endpoint:https://IMPPub:8443/EPASSoap/service/v80
Jabber for Windows Authentication Error
This would be what a rejection from Client Profile Agent would look like in the
Jabber client logs
Login Failed - 2016-05-15 16:44:54,836 ERROR [0x00000c88]

[rx\jwcpp\LoginMgr\LoginCUPState.cpp(394)] [csf.jwcpp]
[CLoginCup::OnLoginFailed] - @LoginMgr: #0, CLoginCup::OnLoginFailed err-
code: -1, err-string: The username/password entered is invalid.. request-token:0
Error is presented - 2016-05-15 16:44:54,836 INFO [0x00000c88]

[ts\adapters\imp\components\Login.cpp(98)] [IMPServices]
[CSFUnified::IMPStackCap::Login::OnLoginError] - OnLoginError: (data=0)
LERR_CUP_AUTH <12>:
Client Profile Agent Authentication Result Codes
These codes would be found for user authenticating to IMP in Stage 1 of the login
process
• User is not licensed for IMP - WARN [http-bio-443-exec-5]
handlers.LoginHandlerAbstract - preLogin:PRELOGIN reasoncode=FAILURE. User either
not CUP licensed or not found in database
• Incorrect Password - INFO [http-bio-443-exec-15] handlers.LoginHandlerNonSSO -
doLogin:Wrong credential for gwashington| IMS result code:1
• Account Locked by Admin - INFO [http-bio-443-exec-15]
handlers.LoginHandlerNonSSO - doLogin:Administratively locked for gwashington|
IMS result code:2
• Account Hack Locked - INFO [http-bio-443-exec-15] handlers.LoginHandlerNonSSO -
doLogin:Hack locked for for gwashington| IMS result code:3
• User Inactive in LDAP - INFO [http-bio-443-exec-15] handlers.LoginHandlerNonSSO -
doLogin:End user status is INACTIVE for gwashington| IMS result code:7
Successful SOAP Login to IM and Presence
All detailed discovery-related logs have [IMPServices] and [csf.jwcpp] logger
name in them
IMP Version presented - 2016-05-15 14:50:40,593 INFO [0x00000360]

[CupSoapClientImpl::Login] - @CupSoapCli: Cup server version is 11.0.1
Initial Login Result - 2016-05-15 14:50:40,593 INFO [0x00000360]

[CupSoapClientImpl::Login] - @CupSoapCli: login cup succeeds.
Successful XCP Authentication Service Log Analysis
Logs can be collected from Real Time Monitoring Tool à XCP Authentication
Service
XCP Authentication Service– auth-svc-1.XXXXXXX.log
Request is received - 09:24:01.017 | debug| SXComponent::_processRequest():

[PACKET_IN]: <xdb from='cm-1_jsmcp-1.imppub-ciscoliveus-net' id='jtx_145'
ns='http://jabber.com/protocol/sasl' to='presidents.net' type='set'><auth
mechanism='CISCO-VTG-TOKEN' xmlns='urn:ietf:params:xml:ns:xmpp-
sasl'>dXNlcmlkPWd3YXNoaW5ndG9uQHByZXNpZGVudHMubmV0AHRva2VuPTc
yMDcxMTI=</auth></xdb>
UserID is decoded - 09:24:01.017 | debug| SXUtils::parseAuthText(): auth comp

decodeAuthText(): [userid=gwashington@presidents.net]
Service
Token is created- 09:24:01.017 | debug| SXUtils::toUTF8() UTF8 encoded string is
[gwashington@presidents.net]
09:24:01.035 | debug| SXUtils::getPasswordFromNameVal(): Entering
SXUtils::getgetPasswordFromNameVal for nameVal: [token=7207112]
UserID is decoded - 09:24:01.035 | debug| SXComponent::_processRequest(): auth comp
mechanism: [CISCO-VTG-TOKEN]
09:24:01.035 | debug| SXComponent::authenticateVTGToken(): auth comp mechanism:
[CISCO-VTG-TOKEN]
09:24:01.035 | debug| SXComponent::authenticateVTGToken(): Userid Name/value pair is:
[gwashington]
09:24:01.035 | debug| SXComponent::authenticateVTGToken(): Token Name/Value pair is:
[7207112]
Service
We ensure the user is valid - 09:24:01.051 | debug|

TokenAuthUtils::executeUserFromIMaddressQuery: IMDB (imaddress) query
successful: [SELECT pkid, userid FROM validendusers WHERE
xep106imaddress='gwashington@presidents.net';]
One Time Password is queried - 09:24:01.095 | debug|

TokenAuthUtils::executeAuthQuery(): IMDB query successful: [SELECT * FROM
ONETIMEPASSWORD WHERE userid='gwashington';]
Service
Token is validated - 09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): Lets
validate token now
09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): DB stored token is: [7207112]
09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): User provided token is:
[7207112]
09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): Token matched for userid:
[gwashington]
09:24:01.099 | debug| IMDBMgr::returnTTLoginIMDBConnection(): [5]
Authentication Success - 09:24:01.124 | debug| SXComponent::authenticateVTGToken():

Authentication success for userid: [gwashington@presidents.net]
09:24:01.124 | debug| SXComponent::_sendAuthSuccess(): JID: [gwashington@presidents.net]
Know Jabber login
• What protocols are used for jabber login?
SOAP & XMPP
Troubleshooting Jabber – Core
Features
Agenda
• Login Process

• Instant Messages
• Phone Control
Directory Integration
How do I know if directory is connected?
Not
Connected to
Connected to
Directory
a Directory
Source
Source
Enhanced Directory Integration(EDI)
Default directory Integration for Jabber for Windows
Authentication to
• PC must be the GC • Jabber connects
joined to the to the directory
domain • Default Windows
credentials are
used for
authentication
Successful
Jabber is installed Directory
Connection
*CDI recommended from Jabber 11.8

Determine the Directory Source
In the Jabber logs we see the client attempting to connect to the Global Catalog
for directory
Jabber Diagnostic Tool – Active Directory Section
Jabber Problem Report – jabber.log
2016-05-20 14:32:41,459 DEBUG [0x000003ec]

[rdsource\ADPersonRecordSourceLog.cpp(50)] [csf.person.adsource]
[WriteLogMessage] - ConnectionManager::GetDirectorySearcher - Using default
windows credentials to connect [GC://CiscoLivePC] with tokens [1]
Basic Directory Integration(BDI)
Used for Jabber for MAC, iPhone/iPad, Android
Authentication to
the configured
• Device is not server • Credentials
on the domain • Server is are also
provided in the supplied
CUCM Service
profile Successful
Connection

BDI Packet Capture – User Authentication
Bind Request from user that is Successful bind response, meaning

configured in the Service Profile that we have successfully
authenticated to LDAP
BDI Packet Capture – Contact Search
Search Base from

Service Profile
In the Jabber client we searched

for the string “george”
Basic Directory Integration(BDI)
• Server, username, password, and search base are used from the Service Profile
if configured
• This information can also be provided in the jabber-config file
• The “BDIPresenceDomain” is a mandatory Directory parameter for BDI
jabber-config.xml sample directory configuration
<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<Directory>
<BDIPresenceDomain>presidents.net</BDIPresenceDomain>
</Directory>
</config>
Cisco Directory Integration(CDI)
Uses service discovery to automatically connect and authenticate with LDAP server
_gc._tcp.domain.com
_ldap._tcp.domain.com
Service Discovery
Authentication to
to identify the GC
• Userdnsdomain GC/LDAP server • Jabber
system variable • End user connects to the
• Domain from directory
credentials are
email address used for
authentication
Successful
Connection

BRKUCC-3662 64
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
Determine the Global Catalog/LDAP server
In the Jabber logs we see the client attempting to identify the Global Catalog for
directory
2017-03-09 12:54:49,166 INFO [0x00000c80] [rc\dnsutils\win32\win32DnsUtils.cpp(343)]

[csf.dns] [csf::dns::DnsUtils::executeSRVRecordQuery] - About to make DNS SRV record
query '_gc._tcp.MYTESTDOMAIN.NET.’
2017-03-09 12:54:49,166 INFO [0x00000c80] [src\dnsutils\win32\win32DnsUtils.cpp(47)]

[csf.dns] [csf::dns::mapFromWindowsDNSResult] - *-----* DNS query
_gc._tcp.MYTESTDOMAIN.NET. has succeeded.
BRKUCC-3662 65
© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public
User Data Service(UDS)
Used when connected via MRA. Optional for on-net connections
“Use UDS for

Contact Resolution”
• Device is not is selected • CUCM End
on the domain • UDS is User is
selected in the authenticated
CUCM Service
profile Successful
Connection
User Data Service(UDS)
Checking to see if we are connected to UDS for Directory
Jabber Diagnostic Tool – Active Directory Section
2016-05-21 15:34:17,700 DEBUG [0x000009a0]

[rces\DefaultRecordSourcesManager.cpp(98)] [ContactService-
DefaultRecordSourcesManagerLogger]
[DefaultRecordSourcesManager::initUDSRecordSource] - UDS directory enabled
- adding record source
UDS Search in the Jabber logs
Source – Problem Report – jabber.log
User Request:
2016-05-21 15:34:17,735 DEBUG [0x000009a0]

[ls\src\http\MultiHttpClientImpl.cpp(245)] [csf.httpclient]
[csf::http::MultiHttpClientImpl::enqueueRequest] - [99007528] New request:
https://cucmsub:8443/cucm-uds/private/users
Resolving the contact list to CUCMSub:
2016-05-21 15:34:17,841 DEBUG [0x000009a0]

[c\main\person\PersonManagerImpl.cpp(204)] [csf.person]
[csf::person::PersonManagerImpl::refreshAllPersons] - Resolving 5 records to
source UDS-cucmsub
Know directory Services
• Which directory service is recommended for on-prem

deployments?
CDI
Agenda
• Login Process

• Phone Control
Presence Updates
Presence Update from client to server
George’s Jabber
client
XMPP
message
XCP
Connection Presence
XCP Router Engine
TCP port
5222
Manager
Manual Presence Change
All presence related logs have [PresenceAreaPlugin] and [csf.jwcpp] logger name
in them
User sets Presence Manually - 2016-05-15 17:44:05,740 DEBUG [0x00000b2c]

[nceareaplugin\CustomPresenceBox.cpp(115)] [PresenceAreaPlugin]
[CustomPresenceBox::setCustomPresenceState] - Setting to custom presence:
Off to Mt. Vernon
XMPP Message sent to the IM&P server - 2016-05-15 17:44:05,767 INFO

[0x00000b2c] [rwerx\jwcpp\xmppsdk\XmppClient.cpp(1505)] [csf.jwcpp]
[CXmppClient::logEscapedMessage] - @XmppSDK: #0, 452, Send:<presence
to="gwashington@presidents.net/composed"><show>away</show><priority>15</prior
ity><x var="0" xmlns="http://webex.com/connect/customstatus" /><status>Off to Mt.
Vernon</status>…
Presence Update From server to the client
George’s Jabber
client
XMPP
XMPP XCP
Connection Presence
XCP Router Engine
Manager
George’s
Watchers
Presence Change Received
All presence related logs have [PresenceAreaPlugin] and [csf.jwcpp] logger name
in them
XMPP message for confirmation of presence change - 2016-05-15
17:44:05,979 INFO [0x00000b2c] [rwerx\jwcpp\xmppsdk\XmppClient.cpp(1505)]
[csf.jwcpp] [CXmppClient::logEscapedMessage] - @XmppSDK: #0, 884,
Recv:<presence from="gwashington@presidents.net/composed"
to="gwashington@presidents.net"><show>away</show><c hash="sha-1"
node="http://cisco.com/cup/caps" ver="L0mwOaX6n8VnczsxLk2dMU2QzAg="
xmlns="http://jabber.org/protocol/caps" /><status>Off to Mt. Vernon</status>….
Know Presence Updates
• What protocol is used for status updates?
XMPP
Agenda
• Login Process

• Phone Control
Instant Messaging
Instant Message from Thomas to George
Thomas’s
Jabber client
XMPP
message XCP
Connection XCP Router
Manager
Instant Message from Thomas to George
George’s Jabber
client
XMPP
message XCP
Connection XCP Router
Manager
Instant Message as seen in the Jabber logs
All presence related logs have [csf.jwcpp] logger name in them
XMPP message is compiled and sent- 2016-06-16 11:50:52,453 INFO
[0x00000934] [rwerx\jwcpp\xmppsdk\XmppClient.cpp(1505)] [csf.jwcpp]
[CXmppClient::logEscapedMessage] - @XmppSDK: #0, 362, Send:<message
to="gwashington@presidents.net"
from="tjefferson@presidents.net/jabber_30074"
id="uid:5740c27d:000024c7:00000015" type="chat"><body>******</body>….
Know Instant Messaging
• What services are responsible for messaging

on the presence server?
XCP Connection manager and XCP router
Agenda
• Login Process

• Phone Control
Jabber Softphone Control
Jabber Softphone Mode
HTTPS GET
HTTPS Response
HTTPS\TFTP GET
HTTPS\TFTP Response
SIP REGISTER
SIP 200OK
CCMCIP
HTTPS/TFTP
SIP
Softphone TFTP Process Starts
TFTP related logs have [csf.ecc] and HTTPS requests have the [csf.httpclient]
logger name
TFTP process begins - 2016-05-22 17:31:21,837 DEBUG [0x00000fa0]
[nents\ecc\src\config\TftpHelper.cpp(137)] [csf.ecc]
[csf::ecc::TftpHelperData::doRetrieveFile] - Asked to retrieve file:
'https://CUCMPub.CiscoLiveUS.net:6972/CSFGWASHINGTON.cnf.xml', using
FileRetrievalProtocol: eHttpOnly
HTTPS GET Request is configured - 2016-05-22 17:31:21,837 INFO
[0x00000fa0] [etutils\src\http\CurlHttpUtils.cpp(1087)] [csf.httpclient]
[csf::http::CurlHttpUtils::configureEasyRequest] - *-----* Configuring
request #16 GET https://CUCMPub.CiscoLiveUS.net:6972/[...]
Softphone TFTP Process Completes
TFTP related logs have [csf.ecc] and HTTPS requests have the [csf.httpclient]
logger name
200 response is returned for the config file - 2016-05-22 17:31:21,916 INFO
[0x00000fa0] [ls\src\http\BasicHttpClientImpl.cpp(448)] [csf.httpclient]
[csf::http::executeImpl] - *-----* HTTP response code 200 for request #16 to
https://CUCMPub.CiscoLiveUS.net:6972/[...]
HTTPS GET Request is configured - 2016-05-22 17:31:21,917 DEBUG

[0x00000fa0] [\ecc\src\config\ConfigRetriever.cpp(569)] [csf.ecc]
[csf::ecc::ConfigRetriever::unsecureRetrieveConfigFromServer] -
Retrieved file
tftp://CUCMPub.CiscoLiveUS.net/CSFGWASHINGTON.cnf.xml
Softphone Config file is stored locally
TFTP file storage is logged with [jcf.tel.storage] and the fetch completion is
logged with [csf.ecc]
200 response is returned for the config file - 2016-05-22 17:31:21,921 DEBUG
[0x00000fa0] [ephonyservice\StorageHelperImpl.cpp(327)] [jcf.tel.storage]
[CSFUnified::StorageHelperImpl::writeFile] - data written to file
[C:\Users\Administrator\AppData\Roaming\Cisco\Unified
Communications\Jabber\CSF\Security\CSFGWASHINGTON.cnf.xml.config.encr]
success = true
Fetch config is completed - 2016-05-22 17:31:21,922 DEBUG
[0x00000fa0] [src\callcontrol\ServicesManager.cpp(651)] [csf.ecc]
[csf::ecc::ServicesManager::fetchDeviceConfig] - fetchDeviceConfig()
retrieved config for CSFGWASHINGTON
Jabber Softphone control – Packet Capture
REGISTER is sent from the Jabber PC to CUCM OK is sent from CUCM. The phone is now registered
View from the Jabber client
Know Jabber Softphone
• What protocols are involved to get the

softphone registered?
HTTPS, TFTP and SIP
Jabber Deskphone Control
Jabber Deskphone Mode
HTTPS GET
HTTPS Response
Provider Open Request
Provider Open Response
CCMCIP – TCP
port 8443
CTI – TCP port
2748
Jabber Deskphone control – CTI Manager Logs
CTI Manager service logs can be found on the CUCM server. They can be
collected with RTMT.
CTI Manager service Logs – SDLXXX_XXX_XXXXXX.txt
Provider Open Request to CTI Manager - 03636047.002 |08:28:46.218 |AppInfo
|[CTI-APP] [CTIHandler::processIncomingMessage] CTI
ProviderOpenRequest ( seq#=2 provider=UCProvider login=troosevelt
heartbeat=60 timer=10 priority=0 lightWeightProviderOpen=0 AuthType=0
RequestOldFetch=0 EncryptedSSODataSize=0)
User Authentication is attempted - 03636053.089 |08:28:47.085 |AppInfo
|Attempt to authenticate DN: CN=Theodore
Roosevelt,OU=Presidents,DC=CiscoLiveUS,DC=net
End User Authentication is successful - 03636053.099 |08:28:47.094 |AppInfo

|LDAP authentication bind SUCCESS for CN=Theodore
Roosevelt,OU=Presidents,DC=CiscoLiveUS,DC=net
Success is generated - 03636076.004 |08:28:47.232 |AppInfo |[CTI-

INFO] [CTIHandler::GenerateQBEProviderOpenSuccess]
totalControllableDevices = 1
Success is sent to Jabber - 03636076.007 |08:28:47.232 |AppInfo |[CTI-APP]
[CTIHandler::OutputCtiMessage ] CTI ProviderOpenCompletedEvent
(seq#=2) provider id=33554440 dscpForCTI2Apps =96 EnableIpv6 =0
autoCallPickupEnabled =0 LoginUserID = NoOfDaysPwdToExp =4294967295
TotalControllableDevices =1 ClusterId =StandAloneCluster
View from the Jabber client
Know Jabber Desk phone Control
• What CUCM service is used for jabber deskphone control ?
CTI Manager
Cisco Jabber Diagnostic Tool
Agenda
• Login Process

• Phone Control
Cisco Jabber Diagnostic Tool
Available in Jabber for Windows 11.6.0
• Designed by TAC and Business Unit Escalation engineers
• Quick access to Jabber settings by pressing Ctrl+Shift+D
• Quick and easy verification of configuration
Jabber Diagnostic Tool - Discovery
Jabber Diagnostic Tool - WebEx
Jabber will attempt to look up the domain as a WebEx domain before service
discovery. The above shows a failed WebEx lookup due to lack of internet
connectivity.
Jabber Diagnostic Tool – UCM Summary
Jabber Diagnostic Tool – UCM Configuration
Jabber Diagnostic Tool - Voicemail
This is the voicemail server that Jabber is attempting

to connect to. This can be configured in the Service
Profile or in the jabber-config.xml file
Jabber Diagnostic Tool – Certificate Verification
We can see above that this will tell us whether Jabber will
be presented with certificates. In this case, the user will
need to manually accept the certificates.
Jabber Diagnostic Tool – Active Directory
This setting tells us what contact source Jabber is using to

resolve contacts. There are two options, LDAP(EDI or BDI) or
UDS. In the above, we are connected via UDS.
Jabber Diagnostic Tool – DNS Records
This will display whether the Jabber client was able to find the
UDS or Collab-Edge SRV record. In this case we found the
UDS record and what CUCM server the record pointed to. We
can also see that we would not find the Collab-Edge record.
Collaboration Solutions Analyser
https://cway.cisco.com/tools/CollaborationSolutionsAnalyzer/
Collaboration Solutions Analyser
SRV Record Tool
https://cway.cisco.com/tools/SrvRecord/
Conclusion
Q&A
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Thank you

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Troubleshooting Jabber Like a TAC

• Troubleshooting Jabber Logins

• Troubleshooting Jabber Core Features

• Cisco Jabber Diagnostics Tool

• Troubleshooting Jabber Core Features

• Cisco Jabber Diagnostics Tool

Jabber Gear Logo à Help

1. Select the Problem Type

2. Enter a Summary of the

1. Steps to reproduce the

For troubleshooting crash issues, the

1. Problem Report is saved as

2. Contains Jabber logs, client

1. Jwx -<Date>-<Time>.wbt – logs

This .wbt file would be

Jabber.log – these files are the

These files would be the most beneficial

Metadata.txt – contains the

This file is good to verify the Jabber

Microdump.dmp – useful in the event

MSIba0dc.txt – Jabber install log that

PRT.txt – Log showing the execution

User-comment.txt – This would show

• What information is saved in the cachedUcm90ConfigStore?

Service Profile Info and UDS discovery

• Troubleshooting Jabber Core Features

• Cisco Jabber Diagnostics Tool

• SRV query failed (Discovery Failed):

• 2016-05-14 08:46:51,788 WARN [0x00000848] [vices\impl\DiscoveryHandlerImpl.cpp(681)]

Jabber problem report – jabber.log

Example: 2016-05-14 08:46:51,788 WARN [0x00000688]

1005 ServiceDiscoveryNoSRVRecordsFound Failed to discover No SRV records

1004 ServiceDiscoveryNoCUCMConfiguration Failed to discover network services. CUCM server is misconfigured.

Issue the nslookup command in Windows CLI

Only search for SRV records

SRV could not be found on the DNS server

Cisco-uds SRV Query

• What is the recommended on-premises discovery method?

• What should be the DNS recordtype for _cisco-uds ?

• Troubleshooting Jabber Core Features

• Cisco Jabber Diagnostics Tool

IM and Presence Server

IM and Presence Server

IM and Presence Server

IM and Presence Server

Login Starts - 2016-05-15 14:50:40,039 INFO [0x00000b2c]

Initial SOAP Request - 2016-05-15 14:50:40,043 INFO [0x00000360]

Login Failed - 2016-05-15 16:44:54,836 ERROR [0x00000c88]

Error is presented - 2016-05-15 16:44:54,836 INFO [0x00000c88]

IMP Version presented - 2016-05-15 14:50:40,593 INFO [0x00000360]

Initial Login Result - 2016-05-15 14:50:40,593 INFO [0x00000360]

Request is received - 09:24:01.017 | debug| SXComponent::_processRequest():

UserID is decoded - 09:24:01.017 | debug| SXUtils::parseAuthText(): auth comp

We ensure the user is valid - 09:24:01.051 | debug|

One Time Password is queried - 09:24:01.095 | debug|

Authentication Success - 09:24:01.124 | debug| SXComponent::authenticateVTGToken():

• What protocols are used for jabber login?

SOAP & XMPP

• Troubleshooting Jabber Core Features

• Cisco Jabber Diagnostics Tool

*CDI recommended from Jabber 11.8

Jabber Problem Report – jabber.log

2016-05-20 14:32:41,459 DEBUG [0x000003ec]