Unable to Communicate with Server - Jabber (Internal)

[Ben Morgan]

Hey Guys,

Logging into Jabber on the internal network, Im seeing an 'unable to communicate with server' error.

Its looking like the Presence Server has the issue.

DNS Records look to be good. I see the records are resolved correctly in Wireshark, and both the CUCM and IMP Server are being hit with traffic.

In the Jabber logs, I see that CUCM looks ok, I can see the client start to pull down user details etc.

However, then I see an Authentication error in the Jabber Logs.. I've posted a snippet below.

If I type the incorrect password into Jabber client, it immediately returns an incorrect password error. So I know its the correct password and its passing the CUCM connection.

I've rebooted both IMP and CUCM Servers.. Sync Agent service on IMP has also been restarted.. it seems like an sync issue for ldap credentials between the IMP and CUCM Server..

Any assistance would be appreciated. If you want me to upload the complete Jabber logs, I can do so.

Cheers

Ben

[imp.service] [IMPStackCap::Login::OnLoginError] - Entry
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ts\adapters\imp\components\Login.cpp(99)] [imp.service] [IMPStackCap::Login::OnLoginError] - ****************************************************************
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\adapters\imp\components\Login.cpp(100)] [imp.service] [IMPStackCap::Login::OnLoginError] - OnLoginError: (data=0) LERR_JABBER_AUTH <17>: Authentication error with server e.g. resource bind, TLS, create session or SASL error
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\adapters\imp\components\Login.cpp(101)] [imp.service] [IMPStackCap::Login::OnLoginError] - ****************************************************************
2015-05-26 11:08:52,979 INFO  [0x000009c4] [\impl\system\UserProfileManager.cpp(104)] [UserProfileManager] [UserProfileManager::Impl::getCredentialsForAuthenticator] -  for authenticator: 1201
2015-05-26 11:08:52,979 INFO  [0x000009c4] [\impl\system\UserProfileManager.cpp(316)] [UserProfileManager] [UserProfileManager::Impl::ensureUserProfileLoaded] -
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [rc\services\impl\CredentialsImpl.cpp(43)] [CredentialsImpl] [CredentialsImpl::CredentialsImpl] - Credentials constructed[authenticatorId=1201;synced=false;username=;password=empty;oAuthToken=empty;webexToken=empty;sipToken=empty;rememberMe=false;authorizationMode=0;verified=false;userVerified=false;oAuthTokenNeedsRefresh=false]
2015-05-26 11:08:52,979 INFO  [0x000009c4] [es\impl\system\CredentialsSyncer.cpp(45)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncAllCredentials] -
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(116)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentials] - sync Credentials for : UCM90
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting 1000_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [1000_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - 1000_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting UCM90_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [UCM90_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - UCM90_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(179)] [CredentialsSyncer] [CredentialsSyncer::Impl::getStaticCredentialsConfigMasterName] - get Credentials Config Master Name for  1000
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(144)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - get Credentials Default Master Name for 1000
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ervices\impl\StartupHandlerImpl.cpp(540)] [startup-handler] [StartupHandlerImpl::loadConfig] - Entering loadConfig
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(150)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - Master Name for 1000 is  AuthId : CUP
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(295)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentialToMaster] - Syncing credential to master
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(116)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentials] - sync Credentials for : EDGE
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting 1001_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [1001_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - 1001_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting EDGE_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [EDGE_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - EDGE_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(179)] [CredentialsSyncer] [CredentialsSyncer::Impl::getStaticCredentialsConfigMasterName] - get Credentials Config Master Name for  1001
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(144)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - get Credentials Default Master Name for 1001
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ervices\impl\StartupHandlerImpl.cpp(540)] [startup-handler] [StartupHandlerImpl::loadConfig] - Entering loadConfig
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(150)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - Master Name for 1001 is  AuthId : CUP
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(295)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentialToMaster] - Syncing credential to master
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(116)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentials] - sync Credentials for : CUP
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting 1200_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [1200_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - 1200_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting CUP_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [CUP_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - CUP_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(179)] [CredentialsSyncer] [CredentialsSyncer::Impl::getStaticCredentialsConfigMasterName] - get Credentials Config Master Name for  1200
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(144)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - get Credentials Default Master Name for 1200
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ervices\impl\StartupHandlerImpl.cpp(540)] [startup-handler] [StartupHandlerImpl::loadConfig] - Entering loadConfig
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(116)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentials] - sync Credentials for : WebEx
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting 1201_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000028d4] [src\framework\ServicesDispatcher.cpp(41)] [services-dispatcher] [ServicesDispatcher::enqueue] - ServicesDispatcher.enqueue: class csf::BlockingTask [096F0F48]
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [1201_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - 1201_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting WebEx_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [WebEx_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - WebEx_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(179)] [CredentialsSyncer] [CredentialsSyncer::Impl::getStaticCredentialsConfigMasterName] - get Credentials Config Master Name for  1201
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(144)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - get Credentials Default Master Name for 1201
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ervices\impl\StartupHandlerImpl.cpp(540)] [startup-handler] [StartupHandlerImpl::loadConfig] - Entering loadConfig
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(116)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentials] - sync Credentials for : CUCM
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting 2100_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [2100_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - 2100_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting CUCM_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [CUCM_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - CUCM_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(179)] [CredentialsSyncer] [CredentialsSyncer::Impl::getStaticCredentialsConfigMasterName] - get Credentials Config Master Name for  2100
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ConfigurationServiceProviderImpl.cpp(35)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - Getting PhoneService_UseCredentialsFrom from ConfigFeatureSet
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [pters\config\ConfigStoreManager.cpp(140)] [ConfigStoreManager] [ConfigStoreManager::getValue] - key : [PhoneService_UseCredentialsFrom] skipLocal : [0]  value: [] success: [false] configStoreName: []
2015-05-26 11:08:52,979 DEBUG [0x000009c4] [ConfigurationServiceProviderImpl.cpp(56)] [service-discovery] [ConfigurationServiceProviderImpl::getConfigValue] - PhoneService_UseCredentialsFrom key has not been found.
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(144)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - get Credentials Default Master Name for 2100
2015-05-26 11:08:52,979 INFO  [0x000009c4] [ervices\impl\StartupHandlerImpl.cpp(540)] [startup-handler] [StartupHandlerImpl::loadConfig] - Entering loadConfig
2015-05-26 11:08:52,979 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(150)] [CredentialsSyncer] [CredentialsSyncer::Impl::getCredentialsDefaultMasterName] - Master Name for 2100 is  AuthId : CUP
2015-05-26 11:08:52,995 INFO  [0x000009c4] [s\impl\system\CredentialsSyncer.cpp(295)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentialToMaster] - Syncing credential to master
2015-05-26 11:08:52,995 DEBUG [0x000009c4] [apters\imp\components\LoginUtils.cpp(88)] [imp.service] [IMPStackCap::LoginErrortoErrorCode] - LoginErrortoErrorCode: 17 mapped to: UnableToConnectToTheServer
2015-05-26 11:08:52,995 DEBUG [0x000009c4] [isteners\LoginEventListenerImpl.cpp(112)] [imp.service] [LoginEventListenerImpl::OnLoginError] - errCode: UnableToConnectToTheServer
2015-05-26 11:08:52,995 INFO  [0x000009c4] [ers\imp\lifecycle\LoginExecutor.cpp(391)] [imp.service] [LoginExecutor::OnSignOn] - Entry

[Sankar Voleti]

Ben,

    A few details that will help to know what is going on:

1. Are using either _cisco-uds or _cuplogin service record in the DNS?

2. Exact version of presence, cucm and Jabber.

3. If it is version 9.x of presence, did you change the presence domain name and ran into this issue?

if this is a new install of the server and a first time login, i suggest trying the manual login method by clicking 'Advanced Settings' > Cisco Unified IM and Presence to see if the issue is same. If the login fails there too, it rules out issues with automatic login. From what you described already, it does not seem to be a problem with automatic login though.

Sankar

Cisco TAC

[Ben Morgan]

Thanks Sanker.

CUCM & IMP version is 10.5.1

Yes, Im using the _cisco-uds SRV record.. this seems to work fine.

This is a new install.. first time logging in. I did try going direct using IMP IP Address.. but same error.. its like IMP cant sync LDAP credentials with CUCM via UDS.. I've never come across this.. I've deployed this setup numerous times..

Do you know what trace logs I should be looking at on the IMP Server.. the SIP Proxy / Presence Engine does not show anything while I try connecting the Jabber Client.

Cheers

Ben

[Sankar Voleti]

Hello Ben,

     Normally, a reboot of IM&P server clears login issues most of the times. Since it is a new install, can you check if these critical services are 'Running'?

Client Profile Agent, XCP Connection Manager, XCP Authentication Service and XCP Router.

To confirm whether the credentials are not synced properly, we need to collect Client Profile Agent in 'Debug' mode and Tomcat Security logs from RTMT. Additional to these, we need to check connection manager, authentication service and xcp router service traces taken in Debug mode as well. And a problem report from Jabber will be helpful.

I hope you know the procedure to set the trace levels in IM&P serviceability page. If you need instructions, let me know.

Sankar

[Chenzhe Zhang]

Hi Ben,

Just wondering if this was resolved in the end and how? Thanks!

Regards

Chenzhe

[Yash Rohilla]

Hi Ben,

Are you able to ping the IP address, hostname and the FQDN of the IM and Presence server and the Communications Manager? Please note that you must be able to ping/resolve all three.

If you are not, I would recommend that you add the static entries in the hosts file before editing the DNS. 

Thanks,

Yash