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Unable to login to presence: "Cannot communicate with server"

I'm setting up my IM&P system. (Using IM&P 9.1) I've setup the SRV records for the Jabber client(s) to find the IM&P server(s) automagically.


When I fire up the J4W client and try to login, I get the error "Unable to communicate with the server". This message is slightly misleading as I can see, via Wireshark, the client talking over HTTPS to the IM&P server.


I've had a look in the IM&P server logs from RTMT, and I can see mention of my username at the time of my attempted login - so clearly there is *some* communication going on!


Any suggestions how to troubleshoot this?



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Cisco Employee

Are all services up and

Are all services up and running??



if this helps, please rate

Yes. From another device (A

Yes. From another device (A Mac) I can login fine.

Please rate all helpful posts.
New Member

Were you able to resolve this

Were you able to resolve this? I have the same issue in J4W we found the issue and temp workaround but we need a permanent resolution, J4W goes to "" every time when Jabber initiates the login through service discovery, since customer has webex account they have SRV records for those URL in their DNS as well so J4W is trying to go and fails if user has no webex account and it never attempts to go to UDS records at all after that, woraround was either add a static server entry or put a dummy IP address on the host file of the PC for webexconenct login then we are able to login without any issues. Not all the users has webex account and they want all the users for Jabber to connect to On prem server. Not sure how to resolve this let us know if you have found any solution.

CUCM and IM&P - 10.5

Jabber - 10.5

Cisco Employee

Hi Balukr,Please Install the

Hi Balukr,

Please Install the Jabber client through command prompt using following command.

msiexec.exe /i CiscoJabberSetup.msi /quiet CLEAR=1 EXCLUDED_SERVICES=WEBEX


This would resolve the issue.