Jabber - Users being booted out the client

[Quintin.Mayo]

Hi,

We had a issue on Friday that users was being booted out their Jabber client. We restarted the Presence Server which resolved the issue. We are trying to locate what caused the issue. Can anyone tell us what logs we should check to investigate the root cause?  I looked at some logs and found the below but don't know if they are associated to the problem that caused the issue. Any assistance would be greatly appreciated.

13:36:25.168 |LogMessage UserID : ngay ClientAddress : x.x.x.x Severity : 5 EventType : UserLogging ResourceAccessed: CUPCPA EventStatus : Failure CompulsoryEvent : No AuditCategory : AdministrativeEvent ComponentID : Cisco Client Profile Agent AuditDetails : User login failed - The username/password entered is invalid. App ID: Cisco Tomcat Cluster ID: Node ID: HQS-VM-PRESENCE1

<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:ns="http://www.cisco.com/AXL/API/8.0"><SOAP-ENV:Header/><SOAP-ENV:Body><ns:getSubClusterHAStatus sequence="1527181267753"><subClusterName>DefaultCUPSubcluster</subClusterName></ns:getSubClusterHAStatus></SOAP-ENV:Body></SOAP-ENV:Envelope>

2018-05-24 13:01:07,919 ERROR [http-bio-443-exec-111] servletRouters.AXLFilter - Failed to set the value of counter: 4 value: 0 rc= -1

2018-05-24 13:01:07,919 INFO [http-bio-443-exec-111] servletRouters.AXLAlpha - Ver:CUCM:DB ver=10.5 getSubClusterHAStatus

2018-05-24 13:01:07,919 INFO [http-bio-443-exec-111] servletRouters.AXLAlpha - Ver is not null

2018-05-24 13:01:07,919 INFO [http-bio-443-exec-111] servletRouters.AXLAlpha - Applying default, SOAPAction : CUCM:DB ver=8.0

2018-05-24 13:01:07,920 INFO [http-bio-443-exec-111] servletRouters.AXLAlpha - Going to axis--->

2018-05-24 13:01:07,991 INFO [http-bio-443-exec-111] servletRouters.AXLAlpha - Request processed by AXIS
2018-05-24 13:01:07,992 INFO [http-bio-443-exec-111] servletRouters.AXLFilter - Request 1518396305693 from 10.3.75.30 response size: 1137 time 77ms

2018-05-24 13:01:14,189 INFO [http-bio-443-exec-110] servletRouters.AXLFilter - Received request 1518396305694 from ccmadmin at IP 10.3.75.30
2018-05-24 13:01:14,190 INFO [http-bio-443-exec-110] servletRouters.AXLFilter - AXL REQUEST

[Ratheesh Kumar]

Hi there

just curious to know, whats the client you are using. (Jabber for Win, iphone, Andriod, Mac..). 

Was this clients connected over ExpressWay when this issue occurred ?

Whats the version of Jabber and CUCM/IMP ?

Any fail over happened in CUCM or IMP during that time ?

Hope this Helps

Cheers
Rath!

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[Quintin.Mayo]

Hi,

1. We are using Jabber, installed on Windows laptops.

2. This  happens to any client whether they were in the office or connected through VPN.

3. Different versions of Jabber are in use, but mostly 11.0, 11.7 and 11.8. CUCM 10.5

4. no failover.

Both Presence servers were up and running, and all services were up at the time of the problem. Users all of a sudden got booted off of Jabber and were unable to sign back in. It seemed that users logged into corporate Presence server were unaffected, and only users who were registered to Philadelphia location had a problem. Only after rebooting both Presence servers were users able to sign back in.

[Ratheesh Kumar]

Can you find any abnormalities or alerts in the RTMT.

For RTMT, you can refer to the below link 

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-im-presence-service-version-105/117827-configure-unifiedpresenceserver-00.html

Hope this Helps

Cheers
Rath!

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