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Beginner

Wrong username/password when logging into Jabber

I've just added a new user into Jabber, but when I try to sign into the client with her credentials, I get a wrong username or password error. I'm able to login to the client using my credentials. IM&P is synced with our Active Directory. I've verified her account is not locked or disabled.

I've tried the following but it did not fix the problem:

     Run from CLI - run sql delete from enduser where userid='<userid>’

     Restart Cisco Sync Agent service on CUCM IM and P PUBLISHER

     Re-sync user details from CUCM

The client is version 11.6.3 running on a Windows 10 (1709) PC. The server is version 9.1.1.10000-8.

I've closely examined the settings of her account and her phone in UCM and I don't see any differences between hers and another user in her department who isn't having a problem.

The only thing I can see that's different about her is that in IM&P, there's no number under the "Contacts" column. There is a number under the "Watchers" and "Devices" columns. She appears as a contact in my Jabber but shows as offline.

Any suggestions would be appreciated.  I'm new to supporting CUCM, so if you could make your suggestions very simple to follow and understand, I would greatly appreciate it.

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5 REPLIES
Beginner

Re: Wrong username/password when logging into Jabber

Hi. User name should of course be without domain and look something like this in Jabber:  :  "Abrian"

Password should fulfill some criteria should look something like this : Abrangin10%

I noticed Myself in Jabber that you many can choose a simpler password but next time you log in you get a problem to log in if not

following the recommended password policy.

Beginner

Re: Wrong username/password when logging into Jabber

Our IM&P is synced with our Active Directory.  Users have to use username@domain and their AD password to login.  I'm able to log into Jabber on her PC with my credentials.  I don't see a problem with her account on the AD side.  I can login as her, I can send and receive email, access shared drives and files, etc.  The only problem I'm having with her is logging into Jabber.

Beginner

Re: Wrong username/password when logging into Jabber

In CUCM, is she assigned to a UC Service Profile and enable for CM IM&P under the End User Config?

Beginner

Re: Wrong username/password when logging into Jabber

Yes to both.

We finally solved this by rebooting the presence server. 

Contributor

Re: Wrong username/password when logging into Jabber

This error could show In some cases, see in End User page. if you associate user to UC profile contains IMP service and not check the checkbox to enable IM presence service OR vise versa when you associate user to UC profile that not contain IMP service and set the checkbox.

If you want to insure that it is not an AD issue try to replace her user to local user.

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