Jabber iPhone - Incorrect Password

rmoat · ‎03-09-2020

Hello,

I'm trying to help our telecom team troubleshoot a mobile Jabber (12.8.0.301920) issue, and we cannot find what's wrong. We have a user who is successfully signed into Jabber on their softphone. However, the user also wanted to install jabber on their iPhone 11 (iOS 13.3.1) and this is where they are having a ton of issues.

When the phone is not connected to WiFi, they get a "Server Error. Please Try Again. Send Problem Report."

When the phone is connected to WiFi, the employee says that it does not recognize the password.

I've checked my ELK Stack logging, and it shows for the user "Incorrect Password". The user has uninstalled the app and reinstalled the app, reset jabber, and retyped password several times. The telecom team can't figure it out.

I was sent logs for both connecting on WiFi and connecting without WiFi. I am not sure what I am supposed to look for, since I'm not really familiar with Jabber logs.

I'm seeing a lot of these on the "WiFi" logs, since when connected to WiFi it does actually discover services and allow them to type their password. I just did a search for "password" to see results:

2020-03-09 07:40:52,464 DEBUG [0x000000010964d840] [rc/services/impl/CredentialsImpl.cpp(51)] [CredentialsImpl] [CredentialsImpl] - Credentials constructed[authenticatorId=8888;synced=false;username=empty;password=empty;oAuthToken=empty;webexToken=empty;sipToken=empty;authorizationMode=0;verified=false;userVerified=false;oAuthTokenNeedsRefresh=false;tokenReuse=false;authenticateError=false;isPrimary=false;isEditable=true]

2020-03-09 07:41:04,601 DEBUG [0x000000010964d840] [i/module/shared/SFHFKeychainUtils.m(227)] [UI.Util] [+[SFHFKeychainUtils getPasswordForUsername:andServiceName:error:]] - username: sso_session_cookie servicename: com.cisco.service.cookie

2020-03-09 07:41:32,567 DEBUG [0x000000010964d840] [tahiti/module/login/CXAccountInfo.m(224)] [UI.Lifecycle.Login] [-[CXAccountInfo retrieveAccountInfoWithAuthenticationType:]] - authorizationMode:0, isSSOEnable: 0, securepassword is empty:1, OAuthToken isEmpty: 1, WebexToken isEmpty: 1

2020-03-09 07:42:01,688 DEBUG [0x000000010964d840] [rage/src/storage/EncryptManager.cpp(104)] [csf.storage.EncryptManager] [writeDataToFile] - Encrypt and write the data of category CREDENTIALS to file /private/var/mobile/Containers/Data/Application/95EC4625-0B5A-41BB-B3EF-37D8C52C788E/Library/Application Support/Credentials/faeb2af14214e4ffe95a514b24339e08357f89ae.sav
2020-03-09 07:42:01,688 INFO [0x000000010964d840] [ents/jcfcoreutils/src/FileUtils.cpp(537)] [jcfcoreutils.fileutils] [createDirectory] - Creating directory: /private/var/mobile/Containers/Data/Application/95EC4625-0B5A-41BB-B3EF-37D8C52C788E/Library/Application Support/Credentials
2020-03-09 07:42:01,688 INFO [0x000000016dcd7000] [/tahiti/module/util/YLCMemoryInfo.mm(95)] [UI.Util] [-[YLCMemoryInfo logMemUsage:]] - (MEMORY MONITOR IN FUNCTION)-->: -[IMPSignIn performLoginActionWithAccount:password:] |current memory usage is 100.4 MB
2020-03-09 07:42:01,688 DEBUG [0x000000010964d840] [ents/jcfcoreutils/src/FileUtils.cpp(545)] [jcfcoreutils.fileutils] [createDirectory] - Directory "/private/var/mobile/Containers/Data/Application/95EC4625-0B5A-41BB-B3EF-37D8C52C788E/Library/Application Support/Credentials" created: 1
2020-03-09 07:42:01,688 DEBUG [0x000000010964d840] [storage/src/storage/FileOperator.cpp(54)] [csf.storage.FileOperator] [write] - Write data to file: /private/var/mobile/Containers/Data/Application/95EC4625-0B5A-41BB-B3EF-37D8C52C788E/Library/Application Support/Credentials/faeb2af14214e4ffe95a514b24339e08357f89ae.sav, size: 896
2020-03-09 07:42:01,695 ERROR [0x000000010964d840] [ces/impl/system/KeychainManager.cpp(367)] [csf-unified.services.system.KeychainManager] [getPassword] - Keychain Credentials cannot be found
2020-03-09 07:42:01,696 ERROR [0x000000010964d840] [ces/impl/system/KeychainManager.cpp(367)] [csf-unified.services.system.KeychainManager] [getPassword] - Keychain Credentials cannot be found
2020-03-09 07:42:01,696 ERROR [0x000000010964d840] [ces/impl/system/KeychainManager.cpp(367)] [csf-unified.services.system.KeychainManager] [getPassword] - Keychain Credentials cannot be found

Is there anything I can do or look for that would help me a little more?

jason-mcgee · ‎03-10-2020

rmoat,

So this will sound completely counter intuitive and it was sheer luck that this worked for us, but check it out and see if it does for you as well. We have two different domains, and the e mail addresses don't match the domain for CUCM. Again I don't know if that is what is happening in your case, but I had to go into the wi-fi settings on the iPhone and manually configure DNS and the domain of CUCM and make that the first position. Until I did that, I kept getting a 'user name or password is incorrect' error. Hopefully that helps.

rmoat · ‎03-16-2020

Thank you jason-mcgee!

I haven't been able to try this yet, but could possibly be very similar. The employees that are having issues are in the UK, while it seems to work okay here in the US. The domain name should be the same, at least it is in Active Directoy, even though I know they also have an additional co.uk domain used for e-mail. Jabber does not accept their co.uk, they have to still use their .com like we use in the USA. Something strange is going on, so we'll have to check those settings out like you've mentioned.