Jabber phone services not connected

[cae_technology]

One user  was prompted to accept new certificates as the original one expired. We accepted the new certificates but jabber is still not connecting the icon at bottom is red even after resetting jabber and restarting his citrix session a few times. Anyone faced with similar issue ?

[Nithin Eluvathingal]

What you mean by you accepted new one ?

I assume that the issue is for MRA.

From the screenshot you shared i got your domain. When i did a SRV check, CSA tool shows that your certificate is expired. Can you make sure that you renewed the certificated properly. Also make sure your zones are UP.

[cae_technology]

It was not renewed successfully and your suggestion was a starting point to resolution Thank you 

[Sankar Voleti · Accepted solution]

Hi,

  Since you mentioned 'Citrix', I'm assuming you're using Jabber in VDI mode. If that's correct, I suggest checking the status of the actual CSF device registration in CUCM web page. My guess is that it shows registered but the phone service is still not connected on the client. This is expected in VDI mode which follows a two-step process for the phone service to be fully operational.

1) SIP registration is taken care by the thin client where JVDI client software is installed.

2) Once step-1 is complete, Jabber client on the virtual desktop (where JVDI agent is installed) connects to the CTIManager service on CUCM to complete user authentication.

As long as step-1 is successful, CSF appears registered in CUCM like I stated above. But if step-2 is failing for any reason, then phone service will not be operational on the client.

You haven't mentioned which certificate has expired. Is it that of CUCM or Expressway if the client is connecting via MRA?

-Sankar

[cae_technology]

Brilliant thank you Sankar