User unlicensed for jabber

[Vibha Verma]

Hi

we are facing a strange issue in our network, ther eis one user in our branch office, for whom jabbe ris enabled on end user page on CUCM 9, but the same fails to replicate on CUP 9. And when I try to assign the user, i dont see him listed.

He is listed among assigned users but ther eis no green tick for IM & Presence.

All the users on cucm ar eintegrated through LDAP.

Whenever this pariticular user attempts to login to Cisco Jabber, it gives a message : Your username or password is incorrect.

And the user is able to access rest all the applications of enterprise through same AD credentials.

If anybody has some knowledge on this, please let me know possible solution.

Please see the attachment.

Thanks

Vibha

[Nirmal Issac · Accepted solution]

Hi Vibha,

Please enable debug logging for Sync Agent service, and then restart the Sync Agent service in IM&P Publisher. This wont affect the Production.

Now check the traces if you see the below error when IM&P try to Sync the particular user.

ERROR [Thread-14] sync.EnduserCNHandler - SQL Exception: Error Code: -268
SQL State : 23000
Message   : Unique constraint (informix.uc_generic_user_id_namespace) violated.
Error Code: -100
SQL State : IX000
Message   : ISAM error: duplicate value for a record with unique key.

If the error matches exactly, please perform the below steps.

Step 1

Find the XCP_USER_ID of the user from the CUP database

run sql SELECT xcp_user_id FROM enduser where userid=‘<the userid here>’

Step 2

run sql DELETE FROM generic where user_id = <the output from step1>


Now the user should be able to log into Jabber client.

Please make sure that the error matches exactly before you apply the SQL commands. Please open a TAC case if you need any assistance.

Regards

Nirmal Issac

[Vibha Verma]

Hi Nirmal Issac

Thank you so much for your response.

I just restarted Sync agent Service, and my 2 users who were showing unlicensed, came as licensed.

So it alone sorted out.

But Can you please help me in the step that how to enable debug logging for Sync agent service.

I tried looking in RTMT tool, but I had logged in as CUCM admin., could not find sync agent service.

Or does it have to be done on CLI of Os admin of CUP server.

Thanks and regards

Vibha

[Nirmal Issac]

So the issue is fixed :)

To enable detailed logging, goto serviceability --> trace --> IM &Presence --> Cisco Sync agent and select debug

[Vibha Verma]

Hi

Thanks once again for your reply. But after doing this, what settings required to see the debug output on RTMT.

Regards

Vibha

[Vibha Verma]

Merely restarting Cisco Sync agent will solve this user unlicensed issue!!