specific iphone jabber wont log in ?

[baselzind]

i have a iphone jabber user who cant log in even though all user can login normally , i checked his user profile and jabber device profile and it is identical to all other users , can someone tell me what seems to be wrong from the error log???

[Manish Gogna]

Hi,

Is this user having a TCT device associated with this user ?

Are you able to open CUCM Admin web page from browser on iPhone ?

When you reinstall the Jabber client on the iPhone does it ask for a certificate ? If yes, can you install it and try again.

I can see some connection timeout errors, can you work with your Firewall team to allow connections on ports 8443, 5061 and 5222 to your Expressway -E servers.

Lastly, in case of a multicluster setup, the Home Cluster options should be checked on end user page on only of the clusters.

HTH

Manish

[baselzind]

well the user is abroad so im not sure how he is connecting but assuming the user is connect via public mobile provider internet , shouldn't he be able to log in normally if other jabber clients are logging in from outside???

[Manish Gogna]

While the network specific settings should be fine ( like the DNS config and firewall ports ) there is user specific config on cucm and also the browser related test on iphone that you can do as it will be diff for diff users. 

Manish

[baselzind]

well as for user specific config " if you mean the iphone TCT profile" i did it exactly like the other working profiles , but for browser test for cucm page i dont think i can open it from a public isp???

[Manish Gogna]

Could you try to login into the Self Care Portal with an iPhone user please?

IP_CUCM/ccmuser

Manish

[baselzind]

the issue is our cucm isn't reachable from outside the network as it doesn't have a public ip address.

[Manish Gogna]

Self care portal test needs to be done internally to make sure credentials & authentication r working correctly.

[baselzind]

i see well im going to try to get a hold of user credentials , but one a side note the ports 8443, 5061 and 5222 you mentioned that allow jabber to log in are those udp or tcp?

[Manish Gogna]

From internet towards Exp-E the 8443 & 5222 are TCP with 5061 as TLS.

You can refer the Expressway firewall guide for complete details.

Manish