jabber: username and password is not correct

[jaheshkhan]

Our setup is quite different. users are connecting through VPN. VPN concentrator dont have routing facility so we used expressway. ie MRA through VPN. i know this is not for this purpose. but this solution is only working for VPN concentrator.

Last one year there wasnt any issue. Suddenly it started popping up the following error while logging:

"Username and password entered is not correct" only for new user we are facing this issue. existing users all working without any issue.

We have DC and perimeter firewall.

vpn concentrator --> perimeter firewall --> DC Firewall -- > EXpress-E--> Exp-C -- > CUCM ---> LDAP

LDAP we have primary and secondary. users are LDAP authenticated from CUCM.

What could be the reason?

There wasnt any change in firewall setup. or in network. why only existing users working fine why not new users have this issue.

[Jaime Valencia]

Does that username works on-prem?

What troubleshooting have you done so far?

[jaheshkhan]

There is no on premise setup. All users are in VPN setup only .....
only windows jabber clients are allowed. LDAP users can login to windows machine with the same account but not to jabber client.

[Jaime Valencia]

Can that user login to the self-care portal?

And what troubleshooting have you done so far?

[jaheshkhan]

yes through portal they can login. when using through jabber. it endup saying "your username or password is not correct"

Existing users no issue. newly added users only having this problem

[jaheshkhan]

yes through portal they can login. when using through jabber. it endup saying "your username or password is not correct"

Existing users no issue. newly added users only having this problem

[jaheshkhan · Accepted solution]

The issue has solved:

1. go to imp publisher. Then go to diagnostic --> system troubleshooter

2. I found the jabber client troubleshoot presence group issue.

3. Then i check in CUCM publisher and checked presence redundancy group. high availability was enabled and was not proper there.

4. disabled the high availability.

5. checked the dbreplication login to CLI.

6. then re enabled the high availability. checked its status as "NORMAL".

7. then again found the jabber client is still not loggin.

8. In IMP publisher found the new users was as unassigned.

9. Cross verified in cucm publisher under "assign presence user" page. There it was not assinged.

10. Assigned the users properly again from cucm "assign presence users" page.

11. Then checked the same in IMP Publisher and verified its assigned or not. it showed properly there.

12. now able to login to jabber client.