Jabber login failed- works after reset - Non-MRA

[DavidImmanuelSamDaniel8838]

Hello All, Can you help please me to fix a jabber issue? The customer recently upgraded the jabber from 12.0.X to 14.0.X, CUCM and IM&P version is 12.5 which is compactable with jabber 14.0.X as per Cisco CSR. But whenever the user is login into the laptop Jabber is not getting connected. It works after the jabber reset. I am also able to recreate the issue if I connect the jabber to MRA and connect back to LAN/VPN. 

From the jabber log, I can see a error "OnLoginError: LERR_CUP_SSOTOKEN_INVALID <27>:" that hits a bug CSCvv62395, this bug is not relevant to this issue as we are not using Centralized IM&P deployment. Also IM&P HA is enabled and the state is normal. All green ticks in the IM&P diagnostic dashboard. Enterprise parameter SSO configs are default values with no change on it.  I've also attached the jabber log. Can you please take a look? Can you guide me to fix the issue? 

2024-01-29 14:13:39,795 INFO [0x000011d4] [esets\adapters\imp\control\Outage.cpp(0)] [IMPServices] [CSFUnified::Outage::resetPresenceStatesForDisconnection] - Exit
2024-01-29 14:13:39,795 INFO [0x000024b4] [\xmppcore\patch\TriParserManager.cpp(57)] [csf.jwcpp] [gloox::CTriParserManager::ShutdownXmlParseThread] - @XmppSDK: #0, invalid parser thread
2024-01-29 14:13:39,795 DEBUG [0x000011d4] [ets\adapters\imp\control\Outage.cpp(304)] [IMPServices] [CSFUnified::Outage::handleServerOutage] - *********** exit
2024-01-29 14:13:39,795 DEBUG [0x000011d4] [ets\adapters\imp\control\Outage.cpp(518)] [IMPServices] [CSFUnified::Outage::onServerDisconnection] - *******************DONE*****************************
2024-01-29 14:13:39,795 INFO [0x000011d4] [ets\adapters\imp\control\Outage.cpp(519)] [IMPServices] [CSFUnified::Outage::onServerDisconnection] - [state: SERVER_OUTAGE_LONG_TERM] exit
2024-01-29 14:13:39,795 INFO [0x000024b4] [\xmppcore\patch\TriRosterManager.cpp(50)] [csf.jwcpp] [gloox::CTriRosterManager::~CTriRosterManager] - @XmppSDK: #0, TriRosterManager destroyed
2024-01-29 14:13:39,795 INFO [0x000024b4] [\jwcpp\xmppcore\patch\TriClient.cpp(337)] [csf.jwcpp] [gloox::CTriClient::~CTriClient] - @XmppSDK: #0, TriClient 1092B2A0 is destroyed
2024-01-29 14:13:39,795 INFO [0x000024b4] [\xmppcore\patch\TriParserManager.cpp(57)] [csf.jwcpp] [gloox::CTriParserManager::ShutdownXmlParseThread] - @XmppSDK: #0, invalid parser thread
2024-01-29 14:13:39,795 ERROR [0x000024b4] [berwerx\jwcpp\loginmgr\LoginMgrCPC.h(25)] [csf.jwcpp] [CLoginMgrConnectionPointContainer::Fire_OnLoginError] - @LoginMgr: #0, CLoginMgrConnectionPointContainer::Fire_OnLoginError login, OnError, 27
2024-01-29 14:13:39,795 ERROR [0x000024b4] [jwcpp\JabberWerxCPP\JWLoginSink.cpp(102)] [csf.jwcpp] [JabberWerxCPP::JWLoginSink::OnLoginError] - @JabberWerxCPP: JWLoginSink::OnError, lerr:27
2024-01-29 14:13:39,795 DEBUG [0x000024b4] [s\adapters\imp\components\Login.cpp(126)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - Entry
2024-01-29 14:13:39,795 DEBUG [0x000024b4] [s\adapters\imp\components\Login.cpp(128)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - ****************************************************************
2024-01-29 14:13:39,795 INFO [0x000024b4] [s\adapters\imp\components\Login.cpp(129)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - OnLoginError: LERR_CUP_SSOTOKEN_INVALID <27>:
2024-01-29 14:13:39,795 DEBUG [0x000024b4] [s\adapters\imp\components\Login.cpp(130)] [IMPServices] [CSFUnified::IMPStackCap::Login::OnLoginError] - ****************************************************************
2024-01-29 14:13:39,795 DEBUG [0x000024b4] [isteners\LoginEventListenerImpl.cpp(158)] [IMPServices] [CSFUnified::LoginEventListenerImpl::OnLoginCredentialInvalid] - Login Credential Invalid
2024-01-29 14:13:39,795 INFO [0x000024b4] [ers\imp\lifecycle\LoginExecutor.cpp(684)] [IMPServices] [CSFUnified::LoginExecutor::OnCredentialInvalid] - Entry
2024-01-29 14:13:39,795 DEBUG [0x000024b4] [ers\imp\lifecycle\LoginExecutor.cpp(163)] [IMPServices] [CSFUnified::LoginExecutor::setCredentialsVerified] - crdentials valid: 0 usePrimary 1
2024-01-29 14:13:39,795 INFO [0x000024b4] [services\impl\ConfigServiceImpl.cpp(195)] [ConfigService-ConfigServiceImpl] [CSFUnified::ConfigServiceImpl::findConfig] - findConfig key : [PresenceServerType] is an alias for key : [DiscoveredPresenceServerType] actual lookup done on this key - value : [CUP]

[Carlo Poggiarelli]

Hi,

Can you try to disable temporarily the OAuth with Refresh Login Flow.

Please let me know

Regards

Carlo

[DavidImmanuelSamDaniel8838]

Hi Carlo, OAuth with Refresh Login Flow has never been enabled. It's disabled always

[DavidImmanuelSamDaniel8838]

Hi Carlo, Do you think enabling OAuth with Refresh Login Flow will fix the issue? My other customers use jabber, and OAuth is disabled with them, but it works for them. 

[Carlo Poggiarelli]

Hi,

First let’s check this further. Please send a PRT from one of the failing clients.

Thanks

Regards

Carlo

Regards

Carlo

[DavidImmanuelSamDaniel8838]

Please find the attached PRT

[Carlo Poggiarelli]

Hi,

Did you correctly configured local DNS _CISCO-UDS and _CUPLOGIN SRV records?

Please let me know 

Regards

Carlo

[Roger Kallberg]

_CUPLOGIN SRV record is not needed since very long. It was used with ancient versions of Jabber. Nowadays you only need to have the UDS, in the internal DNS, and Collab Edge, in the external DNS, SRV records.

[DavidImmanuelSamDaniel8838]

Hi Roger, SRV records are good. Any suggestion from you to fix the issue? 

[Roger Kallberg]

Sorry unfortunately not. It was years ago since we left Jabber in favour of Webex, so I have no recent experience with Jabber.

[DavidImmanuelSamDaniel8838]

_CISCO-UDS is there, I verified it. I think _CUPLOGIN SRV record is not required for internal login. 

[Carlo Poggiarelli]

Hi,

Can you please check if you have LDAP search configured on UC Service Profile and, in case, disable it leaving UDS search only.

Thanks

Regards

Carlo

[DavidImmanuelSamDaniel8838]

Hi @Carlo Poggiarelli, 

Do you want me to uncheck the below one? 

[Shalid Kurunnan Chalil]

Hi there,

I know it's been addressed, but could you please check if you are still experiencing the issue with newer versions of Jabber (Jabber 14.2 or 14.3)?

Regards,

Disclaimer:

Responses are based on personal knowledge and experience. Consider them as guidance. Other members may offer different perspectives or better approaches. No responsibility is assumed for outcomes; discretion is advised.

[DavidImmanuelSamDaniel8838]

Yes Shalid, We had the same problem with the latest 14.3 version, but 14.3 is not compactable as per the CSR, so I asked the customer to use 14.0.5