Cisco Jabber 12.9.3 Presence status not updating

[Shalid Kurunnan Chalil]

Hi Experts, 

Please let me know if you are aware of any issues with Jabber presence status. We recently update the Cisco Jabber for one of our customers to 12.9.3 and users are reporting that the presence status of the users in their chat history showing offline even though they are online. 

Eg:

• User A got a chat history with user B
• User B presence status at User A shows offline
• Checked the XMPP messages from user B Jabber and I can confirm that it is publishing its status 
• user A doesn't receive the updates from the server. 

Any guidelines to troubleshoot it further. I rebooted the presence server and it worked for the day and again same as earlier. I was about to upgrade to 12.9.4 but there is a severity 2 bug related to voice quality which prevents me to suggest the upgrade. 

Regards, 

[Vaijanath Sonvane]

It's been over month that we are using Jabber Version 12.9.3.54813 Build 304813 with IMPS System version: 12.5.1.13900-17 and so far I haven't received any report about this issue.

[Shalid Kurunnan Chalil]

unfortunately, one of my customers is facing the issue. It may not be related to the Jabber version, but coincidently it started post update. 

Regards,

[Vaijanath Sonvane]

On the other note, the bug you mentioned is affecting Jabber release 12.9 (1, 2, 3 and 4). I have 200+ users who are affected by this bug on Jabber 12.9.3. I am planning to use 12.8 until Cisco has the fix. 

[JacobMiller]

We also seem to be experiencing this bug. It was difficult to diagnose as it occurred simultaneously with an HA-related bug on CUCM IMP 11.5.1. I'm going to revert to 12.8 for the time being as well, but will be opening a case against Jabber 12.9.3 and update this thread if I hear anything.

[Shalid Kurunnan Chalil]

I received response from TAC that it’s the same bug affected IM and Presence release 11.5 affecting release 12.0 also. There are no fix available for the release 12.0 and only option TAC suggested to go for 12.5. Unfortunately we are not in a position to upgrade to 12.5 due to third party integrations with UCM.

bug id; CSCvm68042

regards,

[JacobMiller]

Thank you for the detail Shalid, with that in mind I was able to confirm that this isn't a new issue, but rather an old issue for which I'm just discovering root cause. We are on IMP 11.5.1su5 and are planning an upgrade to 12.5, so it sounds like this will have to wait for resolution. In the meantime, users are either a) adding people to their personal contacts or b) restarting their clients for accurate presence information.