Showing results for 
Search instead for 
Did you mean: 

Jabber SDK login issue

ra 011

i'm having a Jabber SDK for web setup successfully ,

it's working normally from some PCs and from another PCs not working correctly ,

although both types has the same network Access, browser version , plugin version , ...

attached log file for both working and non working scenario , if any one could advise with a specific part of configuration

i've to confirm on the non working PC

Summary of errors in log :

2021-05-25 09:47:54,791 WARN [0x0000f028] [overyConfigurationInterfaceImpl.cpp(155)] [service-discovery] [CSFUnified::DiscoveryConfigurationInterfaceImpl::getUserProfileEmailAddressFromDispatcherThread] - Email Address is not set.

2021-05-25 09:47:54,791 WARN [0x0000fb3c] [coveryConfigurationInterfaceImpl.cpp(87)] [service-discovery] [CSFUnified::DiscoveryConfigurationInterfaceImpl::getDomain] - Unable to get the email address. Edge Login may fail!!

2021-05-25 09:47:54,791 WARN [0x0000fb3c] [scovery\ServiceDiscoveryHandler.cpp(220)] [service-discovery] [CSFUnified::ServiceDiscoveryHandler::setupDiscovery] - *-----* No domain available, unable to setup discovery.

2021-05-25 09:47:54,791 WARN [0x0000fb3c] [scovery\ServiceDiscoveryHandler.cpp(305)] [service-discovery] [CSFUnified::ServiceDiscoveryHandler::ManualDiscovery] - Unable to setup the discovery process. Returning FAILED_MALFORMED_EMAIL_ADDRESS

2021-05-25 09:47:54,812 WARN [0x0000f028] [vices\impl\DiscoveryHandlerImpl.cpp(807)] [service-discovery] [CSFUnified::DiscoveryHandlerImpl::callOnEmailAddressRequiredOnDispatcherThread] - *-----* Discovery - onEmailAddressRequired.

2021-05-25 09:47:54,812 DEBUG [0x0000f028] [trollers\JCFLifecycleController.cpp(282)] [webuc.jcfwrapper.JCFLifecycleController] [webuc::JCFLifecycleController::onLifeCycleStateChanged] - Lifecycle state changed to: SIGNEDOUT


1 Reply 1

Alex Stevenson
Cisco Employee
Cisco Employee


Hello @ra 011,


I’ve reviewed the logs (thanks so much for sharing those) and have observed the following from the not working.txt logs:


#1 Error:

Error: 2021-05-25 09:47:34,785 ERROR [0x000085b0] [src\jsdk\src\ClientManager.cpp(125)     ] [webuc] [webuc::ClientManager::getClientAuthorizationStatus] - Client with id: 441761.101 doesn't exist

Possible Fix: Similar error codes found in Troubleshoot Jabber Login Problems


#2 Error:

Error: 2021-05-25 09:47:35,238 ERROR [0x0000f028] [\adapters\config\ConfigAdapter.cpp(1034)] [ConfigService-ConfigAdapter] [CSFUnified::ConfigAdapter::getConfig] - Config FeatureSet Not Started

Possible Fix: You may have a problem with your CUPS server and/or not have this user assigned to a presence server. To verify this is the problem, try manual sign-in to CUCM (phone features only). If you can sign-in to phone features, your problem is with CUPS. Make sure you have assigned this end user to a CUPS server and that the CUPS server is in a good state. The following log lines demonstrate there is a CUPS issue (among others):

2021-05-25 09:47:35,425 WARN  [0x0000f028] [src\dnsutils\win32\win32DnsUtils.cpp(52)] [csf.dns] [csf::dns::mapFromWindowsDNSResult] - *-----* DNS query _cuplogin._tcp. has failed: DNS name does not exist.


2021-05-25 09:47:35,488 DEBUG [0x0000f028] [sf-netutils\src\common\PolicySet.cpp(79)] [csf.common.PolicySet] [csf::common::PolicySet::getPolicy] - Policy not found with nature EDGE_CAPABILITY


#3 Error:

Error: According to Cisco Jabber logs analysis, by Kanishka Singh:

“Edge determines whether the jabber is inside or outside the organization/ corporate firewall, which is entirely based on the records returned from the DNS.

If _cisco-uds SRV record returns an address, this determines that jabber is inside the organization network.

If _collab-edge SRV record lookup returns an address: Jabber determines that it is outside the organizations’ network. HTTP transform all traffic and route through expressway-e.”

Unfortunately, the logs you provide shows both failed:

2021-05-25 09:47:37,499 WARN  [0x00009c48] [src\dnsutils\win32\win32DnsUtils.cpp(52)] [csf.dns] [csf::dns::mapFromWindowsDNSResult] - *-----* DNS query _cisco-uds._tcp. has failed: DNS name does not exist.

2021-05-25 09:47:35,488 WARN  [0x0000f028] [src\dnsutils\win32\win32DnsUtils.cpp(52)] [csf.dns] [csf::dns::mapFromWindowsDNSResult] - *-----* DNS query _collab-edge._tls. has failed: DNS name does not exist.

Possible Fix: see Cisco Jabber logs analysis



Other Resources:

Troubleshooting Jabber Like a TAC Engineer – Cisco Live

Collaboration Edge Troubleshooting – Cisco Live


Hope this helps!

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: