Cisco Jabber Error 'Provide server information'

[LachlanWintour]

Hi there!

I have set up a CUCM server and have successfully registered some physical phones. I am trying to set up a Cisco Jabber softphone, but I am receiving error 'Provide server information' when registering the softphone. I don't have an IM and P server set up, so I clicked advanced settings, Cisco Communication Manager 9 or later, Use the following server, and then put in the IP of my CUCM server. Despite this, I am still receiving the same error.

Does anyone know how to fix this?

Thanks in advance,

Lachlan

[Ibrahim AlQumairi]

Try to go through the below point which needs to be configured to enable Jabber:

• DNS SRV records: Ensure that the required DNS SRV records for Jabber have been created.
  
  
• UC services and service profiles: Confirm that the Jabber UC service (CTI) is configured and that the user has been assigned the appropriate service profile.
  
  
• Permissions: Verify that the user has the required permissions to use Jabber (Standard CCM Admin Users and Standard CTI Enabled groups).
  
  
• User configuration: Enable the Home Cluster check box in the user's configuration.

[Maren Mahoney]

Here is a link to some documentation that might help you understand what is involved in getting Jabber in Phone-Only Mode to work:

On-Premises Deployment for Cisco Jabber 14.1 - Chapter: Phone Only Mode Deployment 

Note that the bare minimum is:

• DNS SRV Records
• Service Profile with desired UC Services (ex: Voicemail, CTI, Jabber-Config.xml)
• Build CSF Device with DN and User Ownership
• End User Configuration (Password, home cluster checkbox, Control of CSF, Primary Extension, Correct Access Control Groups)

The rest of the items are optional.

Maren

[LachlanWintour]

Hi Maren,

Thank you for your reply.

I didn't have the SRV records set in my DNS server. After doing these, I am now receiving a new error; 'Cannot communicate with the server.' I have followed the steps mentioned in this video (https://video.cisco.com/detail/video/5997132499001) and I am able to both resolve the SRV record and ping the CUCM publisher hostname. 

Any idea what would cause this?

Thanks for your assistance.

Lachlan

[Maren Mahoney]

Progress!

The first thing I'd do is "Reset Cisco Jabber" on the Jabber client itself. Log out, if you are logged in, and then use the Settings menu (that's the sprocket-wheel) and select "Reset Cisco Jabber". That will cause Jabber to forget anything it 'learned', including bad information such as DNS resolution that the application itself is caching.

Second, on the host PC clear the DNS cache. Use a Command Prompt and issue the command:  ipconfig /flushdns

Third, if you ran the nslookup for _cisco-uds._tcp.<domain> on a PC that is not the host PC that the Jabber client is running on, run it on the host PC. That's a "let's be double-sure" sort of item and is likely redundant, but it doesn't hurt to check.

Fourth, double-check the end-user account to ensure that the Home Cluster checkbox is checked, but no other checkboxes in that section - most importantly that the user is not 'enabled for presence'.

Fifth, check the other settings I listed above. Paying special attention to the end-user account components (device association, primary extension, access control groups, and especially that the UC Services and Service Profile are correct).

Then try logging in again. Let us know what happens.

Maren

[LachlanWintour]

Hello Maren,

I tried all of the steps you mentioned, but I am still getting the same error. I also tried creating a new jabber device and user using the deployment guide you sent earlier, but that user is also experiencing the same issue.

Looking forward to your reply.

Thanks,

Lachlan

[Maren Mahoney]

Can you share your jabber-config.xml file and a screen shot of your Service Profile? And, if you are comfortable, the PRT from the Jabber client?

Maren

[LachlanWintour]

Hello Maren,

Please find attached the jabber-config file, the screenshot of the service profile and the PRT log. 

Thanks,

Lachlan

[Maren Mahoney]

1) I see the Service Profile and it looks okay. It is not set as "Make this the default service profile". Is the Service Profile manually set on the End User Account? 

2) Are the other settings I mentioned above set on the End User Account?

3) Is the user the Owner of the CSF device itself?

4) The jabber-config file does not look quite right. I don't see the opening line of: <?xml version="1.0" encoding="utf-8"?>

5) The PRT provided is the log of the generation of the PRT and not the resulting ZIP file. What I'm looking for is the log file for Jabber itself showing it attempting to reach out to the systems.

Maren

[LachlanWintour]

Hello Maren,

1) The service profile was set in the user page, but I have also selected it as the default service profile, but I am still receiving the error.

2) I believe I have set the information on the end user page, but I have attached screenshots for your reference.

3) Yes, the user is the owner of the CSF device.

4) I got the jabber config from the Parameters Reference Guide for Cisco Jabber 14.0 page, and it looks like I uploaded the web printout instead of the file itself. The community gives me an error when uploading the XML file, so here is a link to the file. If this isn't the right config, where would I be able to find a default config that would work?

5) Apologies for this - I am still new to the world of Cisco and CUCM and thought the PRT log was the file titled 'PRT.txt' in that ZIP file. I have uploaded the full file for you.

Thanks for all your help,

Lachlan

[Maren Mahoney · Accepted solution]

Two questions:

First - It looks like you have SSO enabled. Is your Windows login and domain the same as your Jabber login and domain?

Second - What is "BNE-CUCM-PUB"? The Jabber client is looking to that server as the Home Cluster. Do you have multiple clusters?

Take a look at the "Jabber.log" for the processing information and see if you recognize the elements the client is looking for. Focus on the lines surrounding Line 3472. That is the line where NO_HOME_UDS_FOUND is showing. The lines before and after may tell you why this is happening.

Maren

[LachlanWintour]

Hello Maren,

1) I don’t believe SSO is enabled on the server, but I will have a look. Yes, the windows username and password is the same as the CUCM end user username and password.

2) BNE-CUCM-PUB was the host name of the CUCM server before we removed DNS reliance. There should still be a record pointing to it, but I will confirm and try again.

Thanks,

Lachlan

[LachlanWintour]

Hello Maren,

Turns out someone removed the DNS hostname that pointed BNE-CUCM-PUB to the IP of the CUCM server. After setting this record, Jabber is functioning as it should!

Thank you for all your help with this and for putting up with a Cisco novice like myself!

Thanks,

Lachlan

[Maren Mahoney]

I'm glad it is solved! We are here specifically to help Cisco novices such as yourself. -- Maren