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Cisco Jabber Update Credentials Pop Up

Greetings to all Cisco Collab community member , hope you guys doing well.

I have an issue with Cisco Jabber, below is the details:

Issue:
Cisco Jabber state change to disconnected and prompt Update Credentials "Your Instant messaging service credentials are invalid. Please update your account information".
(appear in mobile device, for CSF i don't know yet because all users use a mobile platform for Cisco Jabber).

*this pop up appear often enough in a different devices and i don't know exactly the symptoms, maybe you guys can guide me to get some log.

--
Workaround:

Re-typing password in the CUCM IM and Presence Page on Cisco Jabber App.

 

Deployment:

Internal Network                   Same network with CM        DMZ1 for nic internal&DMZ2 for nic external

--------------            ------------------           ---------------------

=    CUCM       =  >>>>  =    Expressway C    =  >>>> = Expressway E           =

=    IMP           =            =                             =           = Dual NIC with NAT    =

--------------            -------------------          ----------------------

Each Servers is clustering and have 2 nodes each cluster.

 

Please see attachments below:
1. Update credentials notification

2. Update credentials pop up.

 

Kindly help to resolve this issue.

thank you.

6 REPLIES 6
Cisco Employee

Re: Cisco Jabber Update Credentials Pop Up

Hi,

 

Could you post your question in the Jabber community?

https://community.cisco.com/t5/cisco-jabber-for-android-trial/bd-p/4372j-disc-jabber-android-eap

 

 

Beginner

Re: Cisco Jabber Update Credentials Pop Up

Hi,

Have you got any solution for this issue ? Experiencing the same.
Beginner

Re: Cisco Jabber Update Credentials Pop Up

Going through the same issue.

Immediate response will be appreciated

Highlighted
Beginner

Re: Cisco Jabber Update Credentials Pop Up

We're seeing this as well with our Windows 10 laptop/desktop users. We first experienced this with Jabber v11.8, recently upgraded to v12.5 and the issue continues. Jabber will disconnect and prompts users that their "Instant Messaging credentials are invalid". Users must then sign-out and choose the option to "Reset Jabber" on the login screen. This is a nuisance in that it deletes chat history, Phone Services settings, and other user settings. Some users see this prompt as frequently as every 3 days while others may go as long as 30 days before seeing the prompt. 

Everyone's tags (3)
Beginner

Re: Cisco Jabber Update Credentials Pop Up

Hi Chris,

 

Just wondering if you had a solution for this issue as we are seeing this happen for a few users here also. Not all users are having the issue, but it tends to repeat for certain individuals.

 

thanks

Oli

Beginner

Re: Cisco Jabber Update Credentials Pop Up

We recently got some attention from Cisco on this issue. Our Service Request (SR) # is 687235426 if anyone needs to reference that with Cisco and jog some memories.

 

The recommended fix (and so far its been working for us over the past 2 weeks) is below. The XML they mention removing is in Jabber's configuration XML file that's pushed out to all users.

 

"

The steps for CI migration should be

Step1

Remove the two lines in Webex Org Server as it is CI integrated now.

  <servicesdomainssoemailprompt>OFF</servicesdomainssoemailprompt>

  <sso_enabled>false</sso_enabled>       

 

After Jabber obtains new config, then do Step 2.

 

Step2:

Enable CI Integrated for Webex                                                 

 

"

 

 

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