Cisco Jabber is not working

[TahirAbdullah]

Hi guys

Our company cisco jabber is not working for all users while it was working 2 days ago, In IM presence server, we got critical alerts  

"Service operational status is DOWN. Cisco XCP Directory Service;Cisco XCP File Transfer Manager;Cisco XCP Message Archiver;Cisco XCP XMPP Federation Connection Manager."

On device if I try to log in, I got the error "Cannot communicate with the sever. Diagnose error." immediately after entering user name. 

I am not sure what went wrong as it was working 2 days back.

Can somebody assist me what to check in this case. 

,I am not sure what is wrong here, 

[Nithin Eluvathingal]

How many iM servers you have ?

Collect login logs from Jabber applications and run it on CSA tool. You can find which server is not reachable.

Try restarting the IM, if possible.

[TahirAbdullah]

Thanks

Jabber is working on local LAN. already restarted IM and presence server

[Nithin Eluvathingal]

so It’s not working over MRA?

Can you collect the logs from Expressway E&C and run it on the CSA tool

[TahirAbdullah]

In MRA, it is throwing an error port 5222 is blocked but it is actually open.

I am not sure how to take logs from E&C

[Nithin Eluvathingal]

Follow the below guide for logs.

https://www.cisco.com/c/en/us/support/docs/unified-communications/expressway/213360-collect-expressway-vcs-diagnostic-log-fo.html