Jabber crashes when a chat session is started

[Beaker]

I was wondering if anyone has seen a problem where Jabber crashes when a chat session is started.  The Chat screen appears but the message area on the bottom of the screen never appears to type a message in.  Jabber eventually crashes.

[Slavik Bialik]

Hi, it's happening to all users in your company or only a single case?

You didn't mention the systems and their version that you're working with, like the version of the Cisco Jabber, you cluster version and etc. I found a reported cisco bug of Jabber 11.1 that is describing the same issue you're having:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuw50839

If it happens to a single user, try to re-install Cisco Jabber.

[Beaker]

Hi Slavik,

I believe I am the only one at this time.  I have worked with our IT department and they have given up and told me to order another laptop.  They also informed me that they have seen this a couple of times before.  Over the past couple of months I have uninstalled Jabber several times and manually removed all Jabber files from my laptop.  I then reboot my laptop and reinstalled Jabber.  Nothing worked.  I have been getting around the problem by using my build machine for Jabber.  I am wondering if there is something corrupted and left behind in my registry.  I am to the point of soon trying a registry cleaning application.  A couple of different versions that I have used are 11.7.1 Build 46916 and 11.8.4 Build 52954 but neither worked.  We run Windows 7 here.  I did capture a Jabber log when this occurs but I do not know if our IT department will allow this to be submitted this to this forum.

[Slavik Bialik]

What are the chances that when you look on your Cisco Jabber window you see a small icon (can't remember exactly where) that the word "FIPS" is written there?
Can you check Windows 7 registry (via regedit) those keys?
HKLM\System\ControlSet001\Control\Lsa\FIPSAlgorithmPolicy\Enabled
HKLM\System\ControlSet002\Control\Lsa\FIPSAlgorithmPolicy\Enabled

Check if enabled is set to 0 or 1.

Thanks.

[Beaker]

I do not see "FIPS" on the non-working PC sign-in screen nor the working PC main Jabber application screen.  As for the registry keys:

HKLM\System\ControlSet001\Control\Lsa\FIPSAlgorithmPolicy\Enabled

0

HKLM\System\ControlSet002\Control\Lsa\FIPSAlgorithmPolicy\Enabled

0

[Slavik Bialik]

OK, had to try. :)
Something definitely wrong with your PC and OS, but unfortunately without seeing any logs from your Cisco Jabber we cannot simply pinpoint the issue. 

I guess it won't work, but worth a try, please download the attached TAR file, it contains a batch file that goes and fully removes all the cache folders of Cisco Jabber and configurations. Those folders are always leaving files even if you remove the software, so I would recommend to use the batch file to fully remove all traces of Cisco Jabber. It won't uninstall the Jabber, only remove the cached files and configurations.

[Justin Ferello]

Slavik,
That is a handy little file, thanks!
Justin

[Beaker]

Hi Slavik,

I gave the file a try in between reinstalling Jabber but it did not help.  I am going to see if I can clear it with the IT department to post the Jabber log generated during the crash.