topic Re: Jabber MRA not working with Internal Server error. in Collaboration Applications

Jabber MRA not working with Internal Server error.

Ralph John Tampilic — Tue, 12 Oct 2021 06:33:02 GMT

Hi Cisco Expert,

Blessed day!

Asking for your kind assistance, as we have encountered Jabber Login via MRA/External is not working. We have encountered, Internal Server error. Upon checking their public IP address is already down/changed with other Public IP address. Upon checking from Cisco CSA tool, the MRA status is good.

I've already changed also the NAT IP for new public IP address. Attached Jabber logs for further investigation also.

Thanks and regards,

RALPH

Re: Jabber MRA not working with Internal Server error.

Nithin Eluvathingal — Tue, 12 Oct 2021 08:54:30 GMT

Recreate the issues Take logs from both E and C and use it on CSA tool. it gives you more information.

Refer the link for downloading the logs from expressway E and C

https://www.cisco.com/c/en/us/support/docs/unified-communications/expressway/213360-collect-expressway-vcs-diagnostic-log-fo.html

Re: Jabber MRA not working with Internal Server error.

DeepakVerma — Tue, 12 Oct 2021 09:46:05 GMT

As per the logs you are getting OnLoginError: LERR_INTERNAL_SERVER_ERROR <31> error. Please fetch below logs as well from IM&P . It may help you to get more insight on this issue.

- Cisco XCP Router

- Cisco XCP Authentication Manager

- XCP Connection manager

- Client profile agent service logs

Might help

https://community.cisco.com/t5/unified-communications/quot-cannot-conenct-to-server-internal-server-error-quot-cisco/td-p/4129144
https://community.cisco.com/t5/collaboration-applications/jabber-mra-quot-cannot-communicate-with-the-server-quot-error/td-p/2753984

Re: Jabber MRA not working with Internal Server error.

Ralph John Tampilic — Wed, 13 Oct 2021 06:12:54 GMT

Hi Nithin,

Blessed day!

I will try this.

Thanks,

Ralph

Re: Jabber MRA not working with Internal Server error.

Ralph John Tampilic — Wed, 13 Oct 2021 06:14:19 GMT

Hi Deepak,

Blessed day!

Thanks for your reply. I will collect this. BTW, Jabber internal login is working. Only Jabber MRA is not working.

Regards,

Ralph

Re: Jabber MRA not working with Internal Server error.

Ralph John Tampilic — Wed, 13 Oct 2021 06:45:05 GMT

Hi Nithin,

Please be advised on what I've found on Exp-Core logs. IP address 192.168.2.100 is the Internal DNS server and Core is 192.168.20.15.

Is this possible cause of Internal Server error?

Thanks,

Ralph

Re: Jabber MRA not working with Internal Server error.

Nithin Eluvathingal — Wed, 13 Oct 2021 09:34:13 GMT

What about your Zones, is it UP ? what about the expressway E logs ? take logs from both E and C and use it on CSA tool.

Expressway C should be Able to reach your Internal DNS.

On CSA tool, You can also use CollabEdge validator option.

Re: Jabber MRA not working with Internal Server error.

Ralph John Tampilic — Sat, 23 Oct 2021 10:25:05 GMT

Hi Nithin/Deepak,

Blessed day!

Thanks for your help. CSA is a good tool and we have found out that from Internal DNS server, we have a SRV records for Expressway Edge with internal and external domain. We removed the internal domain, then issue was fixed.

Regards,

Ralph

Re: Jabber MRA not working with Internal Server error.

Mahmoud Belhaj — Sun, 24 Oct 2021 21:03:48 GMT

share your expc and expe log to check with you the problem

Re: Jabber MRA not working with Internal Server error.

M Reza — Mon, 15 Aug 2022 09:11:56 GMT

i have a problem like this too,

does anyone know how we can fix this issue?..

we installed cucm,cup 12.5 su6 + expressway core,edge 12.7.1

jabber lan login is ok

but jabber MRA internet login says: cannot connect to the server, Internal server error

and we also tested CollabEdgeValidator in cway.cisco, it says: CISCO-VTG-TOKEN not found in authentication mechanisms.

does anyone know how we can fix this issue?..