Cisco Jabber username or password is not correct

[jmbabcock]

Hello, we have LDAP setup and syncing successfully in our CUCM environment. When I try to login to cisco jabber client I am getting the error that the username or password is not correct, I have already verified the following:

username and password

LDAP sync

cisco SRV records

DNS resolution and general communication to AD server

AD server certificates

Login to self care portal, however only works with non FQDN user name, if I include the @domain.com it fails. 

This is the error I see in jabber

IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - Entry
2023-09-20 10:56:47,177 DEBUG [0x00006180] [s\adapters\imp\components\Login.cpp(128)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - ****************************************************************
2023-09-20 10:56:47,177 INFO [0x00006180] [s\adapters\imp\components\Login.cpp(129)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - OnLoginError: LERR_CUP_AUTH <10>:
2023-09-20 10:56:47,177 DEBUG [0x00006180] [s\adapters\imp\components\Login.cpp(130)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - ****************************************************************
2023-09-20 10:56:47,177 DEBUG [0x00006180] [isteners\LoginEventListenerImpl.cpp(158)] [IMPServices] [CSFUnified::LoginEventListenerImpl::OnLoginCredentialInvalid] - Login Credential Invalid
2023-09-20 10:56:47,177 INFO [0x00006180] [ers\imp\lifecycle\LoginExecutor.cpp(684)] [IMPServices] [CSFUnified::LoginExecutor::OnCredentialInvalid] - Entry
2023-09-20 10:56:47,177 DEBUG [0x00006180] [ers\imp\lifecycle\LoginExecutor.cpp(163)] [IMPServices] [CSFUnified::LoginExecutor::setCredentialsVerified] - crdentials valid: 0 usePrimary 0

Any ideas??

Thanks

[Michalis Papasavva]

Hi,

Have you read the below troubleshoot guide?

https://www.cisco.com/c/en/us/support/docs/unified-communications/jabber/212471-jabber-login.html

[jmbabcock]

Hello, yes I have read that guide. 

[Nithin Eluvathingal]

Login to self care doesn't need @domain. Just UserID and password is enough.

Check the users who failed to login showing as assinged on IMP.

[jmbabcock]

The user I am testing with is assigned in IMP. 

thanks

[Maren Mahoney]

In my experience, Jabber is great once it's working. But it is always one tiny thing on one of the nineteen-bajillion places you have to go to configure Jabber that makes it not work. And things like "Login Credential Invalid" is more often an integration or settings issue than it is an actual authentication issue. So, please double-check the following:

• Does the CUCM Service Profile have all of the required Services such as IMP?
• And is that Service Profile assigned to the user on the End User account?
• On the End-User account is the Home Cluster checkbox checked, and if you have IMP the IMP checkbox (but no others)?
• What is in your Jabber-Config.XML UC Service?
• Does the IMP server have the correct CCMCIP and TFTP configuration?
• Is the user the Owner on the CSF Device configuration page, and is device in the Controlled Devices of the user?
• Is the DN on the Jabber client listed as the Primary Extension on the End User account?

Basically, double-check the entire config for any setting or checkbox that is not correct. I've taught this topic for years and when my students have to troubleshoot (including seeming authentication issues) these are the things I have them check.

Let us know how it goes.

Maren