CU IM&P Serviceability with Error notification

[iteka]

Hi...

I'm facing the issue now the user cannot log in to Jabber.
When I open in GUI to Cisco Unified IM and Presence Serviceability, shows the notif "Error Occured While retrieving information from database.The connection to the CUCM Publisher is down".

But when I see CUCM in the Presence Redundancy Group, the status is normal.

Maybe anyone knows about this case?

Thanks in advance...

[Ibrahim AlQumairi · Accepted solution]

Stop the IMP HA in CUCM and then reboot the IMP servers, after rebooting is done for both IMP servers activate the IMP HA.

Also, try to check the below case, it seems like your problem:
https://community.cisco.com/t5/ip-telephony-and-phones/error-occured-while-retrieving-information-from-database-the/td-p/2926949

[iteka]

Thank you for your suggestion.
There's no "Error Occured While retrieving information from database.The connection to the CUCM Publisher is down" again.
But still can't log in to Cisco Jabber via Local or VPN.

Any Idea?

[Nithin Eluvathingal · Accepted solution]

What error you see when login in to jabber. the login is through MRA or locally ?

Whats your CUCM version i can see the IMP versions from the screenshot.

For the "Error Occured While retrieving information from database.The connection to the CUCM Publisher is down"."

If you haven't restarted the IMP nodes, restart the IMP node. Since you are on HA, before restating the node disable the HA by unchecking the below option.

[iteka]

The login is through Local and VPN.
There's no "Error Occured While retrieving information from database.The connection to the CUCM Publisher is down" again.
But still can't log in.

Any Idea?

[Carlo Poggiarelli]

Hi,

Are users able to login when in office? If the problem occurs while in VPN, please make sure that they receive the corect information in terms of connection info to the CUCM's subnet and the correct DNS server and Domain.

Please let us know

Regards

Carlo

[iteka]

Thank you for the reply

The issue was solved.
For the next issue, it's just blocking the TCP port from Firewall.

What's the port range for UDP & TCP?

[Nithin Eluvathingal]

So both local and VPN login fails ?

Ports and Protocols

The client uses the ports and protocols listed in the following table. If you plan to deploy a firewall between the client and a server, configure the firewall to allow these ports and protocols.

For jabber port always  refer the Jabber planning guide. But  make sure you refer the guide for the jabber versions you use. The below one is for versions 14.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/14_0/cjab_b_planning-guide-cisco-jabber-14_0/cjab_b_planning-guide-cisco-jabber-129_chapter_01010.html?bookSearch=true

[Carlo Poggiarelli]

Hi,

Here the info you need.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/mac/9-2_x/JABM_BK_R745EF89_00_release-information/JABM_BK_R745EF89_00_release-information_chapter_010.pdf

HTH

Regards

Carlo