topic Re: Jabber loggin not working (IM&P) in Collaboration Applications

Jabber loggin not working (IM&P)

simc92 — Wed, 28 Sep 2022 18:33:31 GMT

Hello,

We have 2 IM&P (HA) servers.
Since a few days, some users can't connect in Jabber (invalid password or username). However the password is correct.
The 2 servers have been restarted and are in normal state.

When I manually assign the user to the other presence server, he manages to connect.

Do you have any idea?

Re: Jabber loggin not working (IM&P)

TechLvr — Wed, 28 Sep 2022 19:35:12 GMT

In CUCM, go to System > Presence Redundancy Group
Please send a screenshot of the redundancy group in question.

I believe your IM&P is in failedover state.

Re: Jabber loggin not working (IM&P)

simc92 — Wed, 28 Sep 2022 20:18:12 GMT

Here is the status of the servers :

Thanks.

Re: Jabber loggin not working (IM&P)

TechLvr — Wed, 28 Sep 2022 20:57:09 GMT

Ok. That looks good.
Have you also looked at the presence topology page on IM&P Pub and Sub?
If not, go System > Presence Topology, then click on each node and verify all services show green.

Re: Jabber loggin not working (IM&P)

Maren Mahoney — Thu, 29 Sep 2022 14:51:57 GMT

Another thing to check would be the LDAP settings for those users (did the passwords expire or some other issue). Also, have the user accounts been altered in CUCM (Home Cluster or IMP checkboxes unchecked, or no longer in the Standard CCM End Users access control group)?

Maren

Re: Jabber loggin not working (IM&P)

simc92 — Thu, 29 Sep 2022 17:22:37 GMT

All is green at the presence topology page (nodes are reachable and all services are started).

Users have not changed their passwords recently and everything seems to be fine on the LDAP side. The "Home Cluster" and "IMP" checkboxes are checked and the groups permissions are well set too.

If I manually assign the concerned users to the other presence server (server B to A), they immediately get logged in Jabber. However, most of the users on the two servers are working (about 2500 users per server).

Thanks for your help.

Re: Jabber loggin not working (IM&P)

Nithin Eluvathingal — Fri, 30 Sep 2022 12:50:44 GMT

When you assign users on this non working node, on presence server check if these users are showing assigned under this node. I assume they might be in Unassigned state .

Could you share the presence topology screenshot from presence server. How do you distribute the users ? balanced ?

Re: Jabber loggin not working (IM&P)

Robert Profit — Fri, 30 Sep 2022 18:59:36 GMT

If users are able to sign in to one IMP server and not the other but everything is showing green, have you ran a DB status on your CUCM and/or IMP servers?
On the CUCM & IMP Pub CLI <utils dbreplication status>

Rob

Re: Jabber loggin not working (IM&P)

simc92 — Mon, 28 Nov 2022 16:28:05 GMT

The replication between the two servers was 'out of sync'.

The replication has been rebuilt and is working again.

Re: Jabber loggin not working (IM&P)

Robert Profit — Mon, 28 Nov 2022 16:42:13 GMT

Fantastic! Glad to hear everything is working again!