Troubleshooting Cisco Jabber for Android

[shalushar]

• Introduction
• Issues
• 1.) Setup Issues
• 2.) Device Issues
• 3) Secure connect issues
• 4) UCM SIP 503 error - Cisco Jabber mobile client unable to register
• Related Information

Introduction

This document describes the different possible causes and their possible solutions of the setup issues, device issues, search issues and secure connect issues of Cisco Jabber for Android.Cisco Jabber for Android provides users with Enterprise VoIP calling and access to the corporate directory while users are connected to the corporate network.

With Cisco Jabber for Android, you can do the following:-

• Place and receive VoIP calls from your corporate phone number through Cisco Unified Communications Manager using your mobile device, while Cisco Jabber is running and connected to the corporate network.
• Securely connect to your corporate network from any remote location, using Wi-Fi or mobile data networks.
• Use the native Android phone application to place work calls from the Keypad, Logs, Favorites, or Contacts tab.
• Have up to two VoIP calls (call waiting, add new call, swap between active calls).
• Use many of the standard in-call features that Cisco Unified Communications Manager provides, including hold, transfer, and conference.
• Transfer an active Cisco Jabber VoIP call to your mobile network.
• Transfer an active Cisco Jabber VoIP call from your device to your desk phone.
• Search the corporate directory.
• See a message indicator for new voice messages that are left at the office phone number.
• Access voicemail from the home screen; or from the status bar if a new message exists.
• Receive calls to your work phone number while Cisco Jabber for Android runs in the background. Cisco Jabber for Android automatically registers to Cisco Unified Communications Manager when available.

Issues

1.) Setup Issues

Cisco Jabber registration fails

Cisco Jabber registration fails or times out.The following list describes different possible causes for and solutions to registration failure or timeout conditions:

• Verify that the mobile device can reach Cisco Unified Communications Manager: Try using the browser on the device to connect to the Cisco Unified Communications Manager Administration portal.
• If registration is rejected with error 503, go to the Cisco Dual Mode for Android device page in Cisco Unified Communications Manager and select Reset, and then try again.
• Make sure your DNS server can resolve the hostname of the Cisco Unified Communications Manager server that is used as the TFTP server address.
• Enter the IP address instead of the hostname of the Cisco Unified Communications Manager server into the TFTP Server Address setting in Cisco Jabber.
• If registration fails with the error message "Verification Timed Out," you did not reboot all Cisco Unified Communications Manager servers in the cluster after you installed the device COP file. To resolve the error, reboot all Cisco Unified Communications Manager servers.
• Make sure you have enough licenses to accommodate your deployment.
• Have the user check that the device connects to the corporate Wi-Fi. If the Wi-Fi is a custom Wi-Fi and it is not checked on the Custom Wi-Fi Networks screen, Cisco Jabber will not try to register.
• If the value in System > Server in Cisco Unified Communications Manager is a hostname without a domain, enter your domain name in the Domain Name field in the Cisco Dual Mode for Android device page.

Directory server handshake error

When the client attempts to connect to the directory server, the connection fails with an SSL Handshake error.

Change the Enable LDAP SSL setting on the device page in Cisco Unified Communications Manager and relaunch the application.

Device icon is missing

    The device icon in the Unified CM Administration pages does not appear.

Try the following:-

1. Restart the Tomcat service as described in Install Cisco Options Package file for devices.
2. Reload the device page in your browser.
3. Clear the browser cache if necessary.

2.) Device Issues

Cisco Jabber registration drops frequently

Unified CM registration drops frequently when the user's device is idle.

Verify the SIP Profile settings in Unified CM Administration. For more information, see Create dedicated SIP Profile.

Cannot complete calls

Numbers that should be dialable cannot be connected. Users hear a network busy tone or error message.

Try the following:

• If you made changes to the Application Dial Rules, make sure you ran the COP file to make the changes available to Cisco Jabber, and that you restarted the TFTP service.
• If you modified the dial rules and specified an alternate location for the dial rules in the Product Specific Configuration Layout section on the device page, make sure that you updated the custom file before you restarted the TFTP service.
• Make sure that you set the Call Forward Unregistered settings on the device page.

Calls incorrectly sent to voicemail

Calls are routed directly to voicemail.

In Unified CM, modify the call timer values on the Mobile Identity page. For more information see Add Mobile Connect and Mobile Identity.

3) Secure connect issues

Secure connect no longer connects

User could previously connect to the corporate network using secure connect, but now cannot connect.

Try one of the following:

• On the Cisco Jabber for Android device, verify that the user has set the correct group. If the user has a SCEP group, ensure that the user did not select the SCEP group instead of the authentication group.
• If the user is set up with one-time password authentication, ask the user to check whether the password is expired. When the password expires, the user sees an error message.
• If the user is set up with certificate-based authentication, check whether the certificate has expired.

Check to see if the group name was changed. If so, the user should delete the previously configured connection and add a new connection. For information about deleting and adding a connection for secure connect, see End User Guide

• Verify that the ASA license is still valid.
• Verify that the gateway is reachable.
• Verify that the user can connect to the corporate network.
• If the user performs initial setup of Cisco Jabber while the Android device is remotely connected to the corporate network using Cisco AnyConnect, Cisco Jabber adds the remote network to the Custom Wi-Fi Networks list. When your device is connected to a checked network on this list, secure connect does not launch. The user must uncheck the check box for the remote (non-corporate) network. To access the Custom Wi-Fi Networks list, go to the Cisco Jabber home screen and tap Menu > Settings > General > Wi-Fi Networks > Custom Wi-Fi Networks.

4) UCM  SIP 503 error - Cisco Jabber mobile client unable to  register

Cisco Jabber for Android gets 503 response  repeatedly from UCM while  trying to register.

Cisco  Jabber for Android device is enabled with Cisco Unified Mobile   Communicator. While it was being group reset via the Admin portal and   before the new device instance wass completely ready, the Jabber client   sent in Wifi registration and immediately unregistered itselk right   after its WiFi registration is accepted. Refresh registration after  that  was always rejected with 503.

The workaround -  Device  needs to be deleted and re-added by Admin

Related Information

Cisco Android Guides