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New Member

No recieve video or audio on new jabber accounts

Hi

I created a jabber account when it was first released and this work fine, one of my customer created a jabber account yesterday adn they do not recieve vidoe or audio when the call a MXP on public IP.

I decided to create a new test account today and my new account has the same problem, I have called the same MXP and also a EX90 with the saem result. I sign out and sing in with my original jabber account and all works fine.

Has anyone else seen this. Has something changed in the provisioning for new accounts ?

Thanks in Advance

Garvan

Everyone's tags (7)
1 ACCEPTED SOLUTION

Accepted Solutions
New Member

No recieve video or audio on new jabber accounts

Re-login from recently created accounts that were not working properly should solve the problem.

64 REPLIES
Bronze

No recieve video or audio on new jabber accounts

We have experienced the same issue. +4

New Member

No recieve video or audio on new jabber accounts

Same issue here to tried 4 new accounts and the only one that works is my original.

New Member

No recieve video or audio on new jabber accounts

Same here.  However, two of my teammates in San Jose got new accounts and can talk to each other but I can't talk to them.

A colleague of mine with a Movi account couldn't reach me either.

Cisco Employee

Everyone,An issue has been

Everyone,

An issue has been identified where accounts created after mid- February have 2-way audio video problems.  New accounts may be able to call eachother, but they will not be able to make video calls outside the @jabber.com domain.  A solution is being worked on to remedy this situation.  There is currently no ETA for a fix.

We apologize for the inconvenience.

Jason

Cisco Employee

Hi Everyone, I am proud to

Hi Everyone, I am proud to announce that Engineering has resolved the backend issue and all calls should now be working. I have verified this by making and receiving calls using a new @jabber.com account calling another domain. Regards,

Cisco Employee

Hi Everyone,

Hi Everyone, I am proud to announce that Engineering has resolved the backend issue and all calls should now be working. I have verified this by making and receiving calls using a new @jabber.com account calling another domain.

Regards,

Jason

New Member

Hi Jason,Jabber Video seems

Hi Jason,

Jabber Video seems to be working intermittently, I have tested with an old and new Jabber account and I’m experiencing the same results. Every two to four attempts it connects successfully. Is anyone else experiencing these issues?

Cisco Employee

Hi Marko,I use my account

Hi Marko,

I use my account often and have not experienced this.  No one else has reported this so far.  If you feel this is an issue, please open a new discussion.

 

Thanks.

New Member

Hi Jason,I am facing the same

Hi Jason,

I am facing the same issue with new Jabber account.
I have recently created a new jabber account satya482@jabber.com for video conference job interview.
When interviewer tried to call me, I can see the call request, but when I accept call request, I see No far end video or audio errors.

I have attached the debug logs from my computer. I don't have any firewalls enabled on my system.

Could you please help here?

Thanks,

Satya

Cisco Employee

Hi Satya,Please keep in mind

Hi Satya,

Please keep in mind that the issue is not always local to you.  The problem could also be on the remote end.  Did the other person try calling you?

You mention you don't have firewalls enabled on your computer, however, what about your router?  Your network can also play a part in unsuccessful calls.  Make sure SIP ALG is disabled.  Hopefully you don't have two routers on your network either, as this could cause some issues as well.

Reviewing the logs, I can see you login successfully, but there are intermittent issues once you try to make a call.  Not sure if this is local to the above, or packet loss on your Internet.  Extending pings can help here.  

What devices  (router model and brand) are you using.  Provide a network topology to understand this further.

One other note is that the Windows firewall can still play a part here even though it's disabled.  There are background securities that run to protect the OS.  This could play a factor, but this would be a check at the last resort.

I know this is not helpful, but there should be enough here for you to begin troubleshooting.

Regards,
Jason

New Member

No recieve video or audio on new jabber accounts

Hello,

I can confirm this problem.

We have created tens of new accounts. Most of them work well. But approximately 1/2 of recently created accounts can't send nor receive video.

When CJVT calls to a device with public IP then for working accounts we can see that the audio-video streams are sent from this device to another public IP-address, probably to a media proxy. But when the  problematic account calls to the same IP then the device tries to send audio-video streams directly to the private IP-address of the CJVT.

So, for some reason, calls from new accounts are not forwarded through a media proxy.

The situation can be verified from the same PC. I can sign in to CJVT with different accounts - it works with some accounts and it does not work with others. Thus the problem is not in the PC or network settings.

Marko

New Member

No recieve video or audio on new jabber accounts

We are having the same issue, it looks like quite a few people have the same issue but no one can help.

New Member

No recieve video or audio on new jabber accounts

This is where the jabber website directs us for support. A few of my customers have given up on Free Jabber due to this issue.

New Member

No recieve video or audio on new jabber accounts

I have also signed up for a new Jabber account and I have the same issues when trying to establish a video call with both Jabber and EX90s.  FYI I am using the OSX 4.4 version.

My screen shows no video and then no audio.

When I check the information screen It shows I am sending data but not receiving anything.  I have checked my Internet router and can see that I am sending data @ ~ 1.5mbs but I am not receiving a data stream from the party I am trying to call.

I have gone as far as putting my Macbook on a DMZ for testing on the public Internet to ensure there were no firewall issues with ports being blocked. 

After seeing this thread I am wondering if there is something wrong with how Jabber free is being centrally managed or provisioned.

Can someone who is managing the free Jabber enviroment please look into this issue.

New Member

Re: No recieve video or audio on new jabber accounts

I, too, am also having this problem. I've been telling everyone that they should forget about Skype and get on board with Jabber, but the last 2 people think I'm crazy because it won't work. Why isn't someone from Cisco commenting about this?

Sent from Cisco Technical Support iPhone App

New Member

No recieve video or audio on new jabber accounts

Re-login from recently created accounts that were not working properly should solve the problem.

New Member

No recieve video or audio on new jabber accounts

Thanks Colin

I have tested signing in today with the accounts that did not work previousely and now get two way video and audio

Garvan

New Member

Re: No recieve video or audio on new jabber accounts

I think I might of stumbled across the reason for the problem and the solution. endpoints like the EX90 often have the default calling meathod set for H.323 and not SIP. when they call something that is SIP only jabber on the laptop or the ipad it will switch the call to SIP but it is not instintanious. I think jabber sends a signal after it connects that it is SIP only but I don't think that it always works for the jabber.com client. I have found that if you force the call to call as SIP (changing the default call method to SIP) it will connect with audio and video. You can then save the endpoint as a favorite, put the default call method back to H.323, and every time you call using the favorite on the endpoint it will connect as SIP.

New Member

No recieve video or audio on new jabber accounts

Hasn't worked for me - have tried both H.323 and SIP.

New Member

Re: No recieve video or audio on new jabber accounts

Hi,

We're having the same kind of issue. 3 new user accounts are able to send audio and video, but they're not able receive. Firewall settings have been checked, but the issue persists. Tested on multiple computers. Any thoughts?

New Member

No recieve video or audio on new jabber accounts

My current experience shows that Free Jabber does not work at all right now.

Most of times when I try to call somewhere, I receive Call Denied error message.

And when the call to MCU is set up then Jabber shows "No incoming video" and disconnects soon.

No recieve video or audio on new jabber accounts

Similar issue has been noticed with us too, we have created two Jabber accounts & starngely they are not able to receive Video & Audio on their devices irrespective of PC or IPad, however with the same devices logging in with old account works perfectly.

Not sure if the Cisco Hosted Jabber server (TMS) is going through any maintenance activity or in un-noticed error state.

Team Cisco, Please update if you have any information.

New Member

No recieve video or audio on new jabber accounts

Similar issues with all Jabber accounts,  cannot call to MCU passing by VCS, no video and audio.

When call using enterprise account all work fine:

Cisco Employee

Re: No recieve video or audio on new jabber accounts

Hi Niko and AXA,

When you are unable to receive audio/video, but the other end confirms they are able to hear and see from you; the issue is either remote upload bandwidth (not likely since this works with an old account?) or your local firewall is dropping the packets.  The return traffic is via ICE/Turn service via UDP that might be getting dropped.

These are things to look into.  There is no maintenance for this service occurring creating an issue for users.

If the firewalls are good, then the issue could be on the remote user's network side.

Regards,

Jason

New Member

No recieve video or audio on new jabber accounts

Hi Jason,

Thanks for your reply!

We have 3 new accounts and 1 old account. We have tested connections in a corporate network and 2 private networks (with simple private routers) with domain computers and private computers, and in all cases the new accounts can't receive audio or video. In one scenario, we were able to test a new account on a computer that the old account worked on, but the issue persisted. Because of this, I find it hard to see this as a network issue.

New Member

No recieve video or audio on new jabber accounts

Hi Niko,

    I am having this same problem.  I have a Guest account that works but anyone that makes a new Guest account gets the No incoming video.  What is strange on my end, is if I have the New Guest Account call my MCU to make a bridge call they get no incoming video screen.  If they call my Codec directly I can see and hear them fine but they can not see or hear me.  It really seems like I have hit a license or amount issue after so many Jabber Guest accounts were allowed to call my system.  This doesn't have the feel of a software or hardware issue because all I have to do is give them my older Jabber Guest account and they can make the video call and everything works fine.

New Member

Re: No recieve video or audio on new jabber accounts

Hi Brian,

Just to inform that my experience is different from yours.

When I make video calls with my personal @jabber.com account then couple of times it works nice. And then maybe 10 times it does not connect or connects without receiving audio/video. The problems started last week as well.

When I use the same Jabber client software at the same location, sign out from free Jabber service, log in to VCS (classical Movi solution) and try to call to same places, then everything works as expected.

I signed out of the from VCS, logged in to the free Jabber, tried to call to same addresses - same as before - most calls are unsuccessful, some few attempts are successful.

Marko

New Member

Re: No recieve video or audio on new jabber accounts

Hi Marko,

The same issues as described below, from 1 week roughly when you try to call using Jabber account to MCU, you can connect without audio and without video. The MCU shows this messages

"Failed to send TemporalSpatialTradeOff Indication (830e0002)

BR

Daniel

Hi Brian,

Just to inform that my experience is different from yours.

When I make video calls with my personal @jabber.com account then couple of times it works nice. And then maybe 10 times it does not connect or connects without receiving audio/video. The problems started last week as well.

When I use the same Jabber client software at the same location, sign out from free Jabber service, log in to VCS (classical Movi solution) and try to call to same places, then everything works as expected.

I signed out of the from VCS, logged in to the free Jabber, tried to call to same addresses - same as before - most calls are unsuccessful, some few attempts are successful.

Marko

Message was edited by: Daniel Bustos

New Member

Re: No recieve video or audio on new jabber accounts

TAC will not support this product -  so maybe somebody at Cisco still cares enough to turn the switch back on.  This problem began early this week, and it's the 2nd incident to occur over the past several months -  with number 1 being the signed certificate requirement that coincided with the release of Jabber 9.6.

The basic facts about this issue.

1.  If you create a new @jabber.com video account, then sign into Jabber Video for Telepresence, you will send Audio/Video, but not receive Audio/Video.

2.  If you have an existing @jabber.com account - you can sign in on the same device that failed in Step 1, and place a successful video call.

Based on this simple test, you can only conclude the following:

1.  This is not a client side OS/HW issue.

2.  This is not a client side Jabber Video for Telepresence issue.

3.  This is not an issue with with the Private or Corporate network.

4.  This is not an issue with VCS-E/Telepresence/MCU or other corporate infrastructure.

Additionally,

1.  This is a Cisco Jabber Video for Telepresence service issue that Cisco TAC will not support.

2.  This is a service that most you, and myself included, leverage against existing UC infrastructure for potential clients, customers, and other business related conferencing needs.

3.  Most of us go through a great deal of effort to steer external end users away from products such as "Skype", "ClearSea" and other competitive options in favor of Jabber Video for Telepresence.

 

Moving forward:

1.  After a busy week of failed Video Conferences, and the embarrassment of PROVIDING MY PERSONAL @JABBER.COM CREDENTIALS to outside colleagues (Remember thats how it works now) - I can only begin exploring alternative solutions.

Anyone wonder why this is happening and no support exists?

1.  "Jabber Guest",  it's due to release very soon.

2.  This is not a free product.

My advice to Cisco:

1.  If you put your name on it, support it.

2.  Somebody needs to remind your Sales team that you do not support Cisco Jabber for Telepresence, and that as a customer, "You're on your own" when the service fails.

Sorry for the rant...

BO

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