Expressway Issue

[Abdulraouf Omar Mohamed Zenbil]

I Have Issue With My Customer .

Issue Explain : My Customer Has Cisco Collaboration Cluster ( CUCM Publisher and Subscriber, IM&P, Expressway C & E ) and Running Cisco Jabber Application Over Smart Phone but We Can't Login .

Scenario From Jabber Mobile : Jabber Mobile ( From Any Internet ) >> Public DNS & Public Domain With Cloud Flare ( My Customer Solution ) >> My Customer Edge Firewall >> Expressway - Edge >> Expressway Core >> Cisco Unified Communication Manager

I checked Expressway-E Ports Opening ( 5060, 5061, 8443 ) and I Can Ping But I Can't Login From Smart Phone . 

[Nithin Eluvathingal]

Please gather the logs from both Expressway-E and Expressway-C, and additionally, generate the Problem Report Tool (PRT) from Jabber. Then, upload these to the https://cway.cisco.com/csa-new/#/home   and proceed with the analysis. This give you insight what really happens with the login.

If you’re not acquainted with the process of collecting logs from Expressway, please refer to the following URL for guidance:

https://www.cisco.com/c/en/us/support/docs/unified-communications/expressway-series/220620-collect-logs-for-mra-phone-service-failu.html

When you mention the login issue, could you specify the error message displayed on the phone? Is it ‘Unable to find the services,’ ‘Username/password incorrect,’ or ‘Unable to locate server’?

Additionally, does Jabber function correctly within your internal network?

[Abdulraouf Omar Mohamed Zenbil]

Tanks to response to my ticket Mr. Nithin Eluvathinga .

I tried a login to Cisco Jabber Application via ( CSF ) and i cannot login .

[Roger Kallberg]

Did you collect the logs from Expressway and upload to the tool as @Nithin Eluvathingal suggested.

[Abdulraouf Omar Mohamed Zenbil]

Dear Roger Kallberg.

Yes ..

[Roger Kallberg]

What did the tool say was the suspected cause after it analysed the logs?

[Abdulraouf Omar Mohamed Zenbil]

The analysis shows nothing illogical.

When the packets are analyzed using available Cisco tools, the results appear normal.