topic The Jabber client stores the in Collaboration Applications

Jabber 11.5 can not login,

Tanveer Ahmad Mubsher — Mon, 18 Mar 2019 01:22:51 GMT

jabber for windows cannot login fails to connect to ucm,

checked everything is fine dns resolution works fine for _cisco-uds and can resolve cucm names to ip but for some reason auto discovery is not working for a single users

in the logs i am getting below

Retrieving user's UCM information. The operation is ONLY_USE_CACHE

[pl\ucm-config\UcmConfigQueryImpl.cpp(71)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::UcmConfigQueryImpl] - using SRV Records
[l\ucm-config\UcmConfigQueryImpl.cpp(123)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::fetchXmlFileSet] - Retrieving user's UCM information. The operation is ONLY_USE_CACHE
[l\ucm-config\UcmConfigQueryImpl.cpp(375)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::readFromCache] - Checking for cache information.
[pters\config\ConfigStoreManager.cpp(146)] [ConfigService-ConfigStoreManager] [CSFUnified::ConfigStoreManager::getValue] - key : [Jabber_SDK_Mode] skipLocal : [0] value: [] success: [false] configStoreName: []
[vices\impl\ucm-config\CacheData.cpp(326)] [csf.config] [csf::ucm90::CacheData::readCacheInformation] - Reading cache information.
[vices\impl\ucm-config\CacheData.cpp(328)] [csf.config] [csf::ucm90::CacheData::readCacheInformation] - Acquired lock, continuing with read.
[nfigretriever\Ucm90HomeUdsCache.cpp(154)] [service-discovery] [CSFUnified::Ucm90HomeUdsCache::getCachedUdsInformation] - Unable to get the version of the UCM from the cache.
[vices\impl\ucm-config\CacheData.cpp(337)] [csf.config] [csf::ucm90::CacheData::readCacheInformation] - Cannot create an empty UCM user configuration object, reading of the cache abandoned.
[l\ucm-config\UcmConfigQueryImpl.cpp(386)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::readFromCache] - Cache information unavailable.
[rvices\impl\ucm-config\CacheData.cpp(57)] [csf.config] [csf::ucm90::CacheData::isUdsCacheAvailable] - The UCM object is invalid.
[l\ucm-config\UcmConfigQueryImpl.cpp(214)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::fetchXmlFileSet] - No information available after doing a fetch.
[l\ucm-config\UcmConfigQueryImpl.cpp(222)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::fetchXmlFileSet] - Returning: FAILED_CONFIGURATION_ERROR
[l\ucm-config\UcmConfigQueryImpl.cpp(224)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::fetchXmlFileSet] - Time taken to complete the ucm-config library fetchXmlFileSet(): 0 seconds.
[\Ucm90ConfigProviderWrapperImpl.cpp(131)] [service-discovery] [CSFUnified::Ucm90ConfigProviderWrapperImpl::fetchUcmConfigs] - Ucm90 Library failed with code FAILED_CONFIGURATION_ERROR
[l\ucm-config\UcmConfigQueryImpl.cpp(551)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::getCucmVersion] - _ucmUserConfiguration is NULL.
[impl\ucm-config\uds\UdsUtilities.cpp(95)] [csf.config] [csf::ucm90::UdsUtilities::getMajorVersionAsInt] - Major version could not be parsed. Returning 0
[l\ucm-config\UcmConfigQueryImpl.cpp(527)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::getUdsHosts] - _ucmUserConfiguration is NULL.
[r\Ucm90ConfigProviderWrapperImpl.cpp(96)] [service-discovery] [CSFUnified::Ucm90ConfigProviderWrapperImpl::authenticate] - Unable to get the UDS hosts from the UDS query: FAILED
[igretriever\Ucm90ConfigRetriever.cpp(65)] [service-discovery] [CSFUnified::Ucm90ConfigRetriever::retrieveConfigImpl] - resultCode FAILED_CONFIGURATION_ERROR
[igretriever\Ucm90ConfigRetriever.cpp(82)] [service-discovery] [CSFUnified::Ucm90ConfigRetriever::manageAuthenticateResultCode] - Ucm90 credentials will not be updated. They have not been used
[m90configflows\UcmRetrievalFlow.cpp(169)] [service-discovery] [CSFUnified::Ucm90ConfigRetrievalFlow::mapUcm90ResultCodeToServiceDiscoveryResult] - CUCM Result : Failed - CUCM connection error.
[\InternalNetworkUcmRetrievalFlow.cpp(44)] [service-discovery] [CSFUnified::InternalNetworkUcm90ConfigRetrievalFlow::getConfiguration] - Retrieval from cache was not successful. Returning result from server.
[ationdiscovery\DiscoveryLogUtils.cpp(53)] [service-discovery] [CSFUnified::DiscoveryLogUtils::LogServiceInformationVect] - *-----* DNS services found:
[vices\impl\DiscoveryHandlerImpl.cpp(462)] [service-discovery] [CSFUnified::DiscoveryHandlerImpl::evaluateServiceDiscoveryResult] - ServiceDiscoveryHandlerResult return code FAILED_UCM90_CONNECTION
[-diagnostics\src\DiagnosticsImpl.cpp(50)] [csf.diagnostics] [CSFDiagnostics::DiagnosticsImpl::AddRecord] - Add record task enqueued: Discovery Outcome
[pters\config\ConfigStoreManager.cpp(146)] [ConfigService-ConfigStoreManager] [CSFUnified::ConfigStoreManager::getValue] - key : [ManualConnectionSettin

Hi Tanveer,

Nirmal Issac — Wed, 21 Sep 2016 04:53:53 GMT

Hi Tanveer,

I understand that only a single user faces the issue. Can the same user try loging from a working PC from where another user is able to login? Does the user have 'Standard CCM user' role enabled? Could you share the complete Jabber PRT?

Regards

Nirmal Issac

the user can login at another

Tanveer Ahmad Mubsher — Wed, 21 Sep 2016 05:07:26 GMT

the user can login at another pc just fine, the issue is not about logging in, the jabber is not able to connect to cucm, the only difference I could spot from logs is the cache thing that i higlighted

working jabber

[pl\ucm-config\UcmConfigQueryImpl.cpp(65)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::UcmConfigQueryImpl] - using SRV Records
2016-09-20 15:22:22,263 DEBUG [0x00002cb4] [l\ucm-config\UcmConfigQueryImpl.cpp(117)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::fetchXmlFileSet] - Retrieving user's UCM information. The operation is FETCH_USER_DATA

Failing Jabber

2016-09-20 14:54:53,933 INFO [0x00000ffc] [pl\ucm-config\UcmConfigQueryImpl.cpp(71)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::UcmConfigQueryImpl] - using SRV Records
2016-09-20 14:54:53,933 DEBUG [0x00000ffc] [l\ucm-config\UcmConfigQueryImpl.cpp(123)] [csf.config] [csf::ucm90::UcmConfigQueryImpl::fetchXmlFileSet] - Retrieving user's UCM information. The operation is ONLY_USE_CACHE

Hi Tanveer,

Nirmal Issac — Wed, 21 Sep 2016 07:02:38 GMT

Hi Tanveer,

Based on my experience, most commons reasons are-

a) Port block issue by Firewall/local PC Policy/Access list in the Switch

b) Issue with DNS/Incorrect resolving/incorrect values in etc host file

c) spaces in username

If you would send me a complete PRT, i will be able to isolate the issue. A corresponding packet capture will help me better.

attached is the log,

Tanveer Ahmad Mubsher — Thu, 22 Sep 2016 01:22:57 GMT

attached is the log,

it is not the firewall issue as I can talent port 8443 to cucm

also not a dns issue as everyone else can login

and not a username issue as this person can login to other pc,

i have already tried uninstalling and reinstalling the jabber

deleted the registry entries

2016-09-20 14:54:37,977 INFO

Nirmal Issac — Thu, 22 Sep 2016 01:37:28 GMT

2016-09-20 14:54:37,977 INFO  [0x00000ffc] [etutils\src\http\CurlHttpUtils.cpp(1088)] [csf.httpclient] [csf::http::CurlHttpUtils::configureEasyRequest] - *-----* Configuring request #3 GET https://syd-cucm01.pscgroup.com.au:8443/cucm-uds/version

2016-09-20 14:54:45,955 INFO  [0x00000ffc] [ls\src\http\CurlAnswerEvaluator.cpp(115)] [csf.httpclient] [csf::http::CurlAnswerEvaluator::curlCodeToResult] - Request #3 got curlCode=[28] curl error message=[Operation timed out after 10015 milliseconds with 0 out of 0 bytes received] HttpClientResult=[CONNECTION_TIMEOUT_ERROR] fips enabled=[false]

2016-09-20 14:54:45,955 INFO  [0x00000ffc] [etutils\src\http\CurlHttpUtils.cpp(1088)] [csf.httpclient] [csf::http::CurlHttpUtils::configureEasyRequest] - *-----* Configuring request #4 GET https://syd-cucm02.pscgroup.com.au:8443/cucm-uds/version

2016-09-20 14:54:53,933 INFO  [0x00000ffc] [ls\src\http\CurlAnswerEvaluator.cpp(115)] [csf.httpclient] [csf::http::CurlAnswerEvaluator::curlCodeToResult] - Request #4 got curlCode=[28] curl error message=[Operation timed out after 10016 milliseconds with 0 out of 0 bytes received] HttpClientResult=[CONNECTION_TIMEOUT_ERROR] fips enabled=[false]

The HTTPs requests from the client towards CUCM are timing out. Could you try the below two URL's in a browser from the same PC and let me know if you are able to open it?

https://syd-cucm01.pscgroup.com.au:8443/cucm-uds/version

https://syd-cucm02.pscgroup.com.au:8443/cucm-uds/version

it gets me the cucm version

Tanveer Ahmad Mubsher — Thu, 22 Sep 2016 03:37:29 GMT

it gets me the cucm version

it is same from troubled pc and working pc

can you explain the below

Tanveer Ahmad Mubsher — Thu, 22 Sep 2016 03:38:41 GMT

can you explain the below

Retrieving user's UCM information. The operation isONLY_USE_CACHE

why it is cache

while for the workin user it is different

[csf::ucm90::UcmConfigQueryImpl::fetchXmlFileSet] - Retrieving user's UCM information. The operation isFETCH_USER_DATA

The Jabber client stores the

Nirmal Issac — Thu, 22 Sep 2016 10:12:47 GMT

The Jabber client stores the information received from CUCM/IM&P server in its cache. When Jabber is unable to retrieve a specific info from the CUCM, it checks the cache. In this case Jabber is checking its cache for the CUCM info.

I'm Checking the logs in detail. I will let you know if i find anything more.

Could you give a packet

Nirmal Issac — Thu, 22 Sep 2016 10:36:40 GMT

Could you give a packet capture from the PC along with the PRT?

Nirmal,

Jacob-Harris — Thu, 01 Dec 2016 17:57:45 GMT

Nirmal,

We just randomly had 15 users pop up with these same errors. Presumably after a MS security patch was applied last night. Did you find a resolution to this issue? Thanks,

Re: Jabber 11.5 can not login,

anish.gupta11 — Thu, 14 Dec 2017 00:49:02 GMT

Hi,

I am running into the same issue. Were you able to find a solution for this??

Thanks!!

Re: Jabber 11.5 can not login,

Justin Hudspeth — Tue, 30 Jan 2018 15:46:26 GMT

I also have this problem.

Re: Jabber 11.5 can not login,

bogomiltsenev — Thu, 12 Jul 2018 13:10:53 GMT

Hello.

Did you find a solution? I have the same problem with CUCM 12.0 and Jabber 12.0.