Brkucc 3347 troubleshooting-jabber_like_a_tac_engineer

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Troubleshooting Jabber
Like a TAC Engineer
Josh Hammonds Technical Leader
BRKUCC-3347

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 4BRKUCC-3347
Theodore Roosevelt - 26th President of the United States
“Whenever you are asked if you can do a
job, tell ‘em ‘Certainly I can!’ Then get
busy and find out how to do it.”

• Introduction
• Jabber Problem Reporting
• Troubleshooting Jabber - Login
• Troubleshooting Jabber - Core
Features
• Conclusion
Agenda

Agenda
• Understanding the Jabber Problem Report
• Troubleshooting Jabber Logins
• Service Discovery
• Login Process
• Troubleshooting Jabber Core Features
• Directory
• Presence Updates
• Instant Messaging
• Phone Control
• Conclusion

© 2017 Cisco and/or its affiliates. All rights reserved. Cisco PublicBRKUCC-3347
Generating a Problem Report
Jabber Gear Logo  Help
 Report a problem…
8

Generating a Problem Report, cont’d..
1. Select the Problem Type
2. Enter a Summary of the
problem
9

Generating a Problem Report, cont’d..
1. Steps to reproduce the
problem with timestamps
1. Select “Save”
For troubleshooting crash
issues, the “Include Memory
Dump” checkbox must be
checked when creating the
report, otherwise the memory
dump is not needed.
10

Problem Report Contents
1. Problem Report is saved
as a .ZIP file
2. Contains Jabber logs,
client information, cached
info, and comments
11

Problem Report Contents – Bootstrap folder
1. Click2XRegistraiton –
The installation of the
Click to Call plugin
2. jabber-bootstrap – List
of install switches
12

Problem Report Contents – Config folder
1. JabberAllConfig.xml –
This file contains all
configuration from service
discovery, the service
profile, and the jabber-
config.xml file in a singular
view. This allows for
quick review of all
configuration in one file
rather than in several.
13

Problem Report Contents – Contacts folder
1. jabberAllContacts –
This file is a listing of all
contacts of the Jabber
user and all contact
details for each user.
This is so the client does
not have to reach out to
get the same information
at every login.
14

Problem Report Contents – Diagnostics folder
1. DiagnosticsContent –
This HTML file is the
Jabber Diagnostics tool
output at the time of
problem report creation.
This information can be
viewed in the client by
pressing Ctrl+Shift+D.
15

Problem Report Contents – JabberWerxCpp folder
1. Jwx -<Date>-<Time>.wbt
– logs the MAPI
connections, Webex
connections of the Jabber
client
This .wbt file would
be opened and
viewed with the
Webex Tracing
tool(aka WBX
Tracer). This can be
downloaded from
here
16

Problem Report Contents – SystemInfo folder
1. SystemInfo.txt – this log
contains PC information
that is specific to the
machine that the report
was generated on. PC
name, installed and
running applications and
processes, Service Pack
updates, peripheral
information can al be
found in this file.
17

Problem Report Contents – GDI File
1. gdi.txt – this log contains
kernel access information
for Jabber to use locally.
This file would not be
used in everyday
troubleshooting scenerios
and is more of a
developer resource.
18

Problem Report Contents – jabber.log
Jabber.log – these file(s)
are the Jabber client logs.
These files would be the most
beneficial to an engineer
troubleshooting the jabber
client. 90% of the client
activity that takes place will be
logged here. All
troubleshooting mentioned in
this session will be gathered
from these logs.
19

Problem Report Contents – metadata.txt
Metadata.txt – contains the
Username, login mode,
client version, IM Address
This file is good to verify the
Jabber client version that is
being utilized on the client
machine in the event that you
are not sure.
20

Problem Report Contents – microdump.dmp
Microdump.dmp – useful in
the event that there is a
crash of the client. For
troubleshooting crash
issues, the “Include Memory
Dump” checkbox must be
checked when creating the
report and is not needed
otherwise.
21

Problem Report Contents – MSI835e6.txt
MSI835e6.txt – Jabber
install log that was created
on Jabber installation. This
file can be used to check
installation parameters or
for specific installation
related issues.
22

Problem Report Contents – PRT.txt
PRT.txt – Log showing the
execution and internal
workings of the Jabber
Problem Reporting Tool
23

Problem Report Contents – user-comment.txt
user-comment.txt – This
would show the contents of
what the end user or
administrator typed into the
“Summary” and “Steps to
reproduce the problem” text
fields when generating the
problem report
24

Troubleshooting Jabber - Login

Agenda
• Understanding the Jabber Problem Report
• Login Process
• Directory
• Phone Control
• Conclusion

Jabber Client - Service Discovery Failed
28

Service Discovery Process
Webex Lookup
Is domain
Webex
enabled?
Cisco-UDS Lookup
Found a
cisco-uds
DNS
SRV?
Cuplogin Lookup
Found a
cuplogin
DNS
SRV?
MRA Lookup
Found a
collab-
edge
DNS
SRV?

Service Discovery Full Log Analysis
• Making query for SRV - 2017-05-15 12:06:24,032 INFO [0x00000848]
[rcdnsutilswin32win32DnsUtils.cpp(343)] [csf.dns]
[csf::dns::DnsUtils::executeSRVRecordQuery] - About to make DNS SRV
record query '_cisco-uds._tcp.ciscoliveus.net.'
• SRV query failed - 2017-05-15 12:06:24,437 WARN [0x00000848]
[srcdnsutilswin32win32DnsUtils.cpp(52)] [csf.dns]
[csf::dns::mapFromWindowsDNSResult] - *-----* DNS query _cisco-
uds._tcp.ciscoliveus.net. has failed: DNS name does not exist. (9003).
• Discovery Failed - 2017-05-15 12:06:29,445 WARN [0x00000848]
[vicesimplDiscoveryHandlerImpl.cpp(681)] [service-discovery]
[CSFUnified::DiscoveryHandlerImpl::handleFailedDiscoveryResult] - *-----*
Discovery failed: ServiceDiscoveryNoSRVRecordsFound.
All detailed discovery-related logs have [csf.dns] or [service-discovery] logger
name in them

Service Discovery Failure Code and Logs
All detailed discovery-related logs have [service-discovery] logger name in them
Example: 2017-05-17 18:46:51,788 WARN [0x00000688]
[vicesimplDiscoveryHandlerImpl.cpp(719)] [service-discovery]
[CSFUnified::DiscoveryHandlerImpl::callOnFailedDiscoveryResultOnDispa
tcherThread] - Discovery Failure -> (id) name :: (1005)
ServiceDiscoveryNoSRVRecordsFound
Jabber problem report – jabber.log
ID Name UI Message Description
1005 ServiceDiscoveryNoSRVRecordsFound Failed to discover
services.
No SRV records
were found.

Service Discovery Failure Codes
ID Name UI Message Description
1001 ServiceDiscoveryFailure Failed to discover network services. Unknown Discovery failure.
This is normally a DNS issue
1002 ServiceDiscoveryAuthenticationFailure Your username or password is not
correct.
Failed to authenticate with
CUCM(9.0+)
1003 ServiceDiscoveryCannontConnectToCUCMSer
ver
Cannot communicate with server. Cannot connect to
CUCM(9.0+)
1004 ServiceDiscoveryNoCUCMConfiguration Failed to discover network services. CUCM server is misconfigured.
1005 ServiceDiscoveryNoSRVRecordsFound Failed to discover network services. No SRV records are found
1006 ServiceDiscoveryCannotConnectToEdge Cannot communicate with the
server.
Unable to connect to
Expressway Edge server
1007 ServiceDiscoveryNoNetworkConnectivity Cannot communicate with the
server.
Ensure the PC has network
connectivity and can reach the
DNS server
32BRKUCC-3347

Failed nslookup of cisco-uds SRV record
33BRKUCC-3347
Only search for SRV
records The name if the SRV record to
search forDNS Server used for the
search
SRV could not be found on the
DNS server
Issue the nslookup command in
Windows CLI

Packet Capture of Service Discovery Failed
34BRKUCC-3347
Cisco-uds SRV
Query
Cuplogin SRV
Query
Collab-Edge SRV
Query
Each of these queries fails with “No
such name” as the query result. This
means that the SRV could not be
located on the DNS server.

Configure the SRV in DNS
35BRKUCC-3347

36BRKUCC-3347

37BRKUCC-3347

38BRKUCC-3347

Successful nslookup of SRV record
39BRKUCC-3347

Jabber Client - Service Discovery Successful
40

Agenda
• Login Process
• Directory Integration
• Phone Control
• Conclusion

Jabber Login – Stage 1
Client Profile
Agent
Cisco Tomcat LDAP/CUCM
43BRKUCC-3347
George’s
Jabber client
SOAP
message
IM and Presence Server
TCP port
8443

Jabber Login – Stage 1 Response
Client Profile
Agent
Cisco Tomcat LDAP/CUCM
44BRKUCC-3347
George’s
Jabber client
SOAP
message
TCP port
8443

Jabber Login – Stage 2
XCP
Connection
Manager
XCP Router
XCP
Authentication
Service
45BRKUCC-3347
George’s
Jabber client
XMPP
message
TCP port
5222

Jabber Login – Stage 2 Response
XCP
Connection
Manager
XCP
Authentication
Service
46BRKUCC-3347
George’s
Jabber client
XMPP
message
TCP port
5222

Initial Request to IM and Presence for Login
All detailed login related logs have [IMPServices] and [csf.jwcpp] logger name in them
Login Starts - 2017-06-15 14:23:54,084 INFO [0x00000b2c]
[tersimpcommandsLoginCommands.cpp(165)] [IMPServices]
[CSFUnified::IMPStackCap::LoginCommands::SignOn] - Signing into Presence
Server. Server: IMPPub;IMPSub, login mode: ON_PREM, result: 0
Initial SOAP Request - 2017-06-15 14:23:54,084 INFO [0x00000360]
[upSoapClientCupSoapClientImpl.cpp(1317)] [csf.jwcpp]
[CupSoapClientImpl::getEndpoint] - @CupSoapCli: soap,
endpoint:https://IMPPub:8443/EPASSoap/service/v80

Jabber for Windows Authentication Error
This would be what a rejection from Client Profile Agent would look like in the Jabber client logs
Error is presented - 2017-06-15 14:23:54,089 INFO [0x00000c88]
[tsadaptersimpcomponentsLogin.cpp(98)] [IMPServices]
[CSFUnified::IMPStackCap::Login::OnLoginError] - OnLoginError: (data=0)
LERR_CUP_AUTH <12>:
Login Failed - 2017-06-15 14:23:54,089 ERROR [0x00000c88]
[rxjwcppLoginMgrLoginCUPState.cpp(394)] [csf.jwcpp]
[CLoginCup::OnLoginFailed] - @LoginMgr: #0, CLoginCup::OnLoginFailed err-
code: -1, err-string: The username/password entered is invalid.. request-token:0

Successful SOAP Login to IM and Presence
All detailed discovery-related logs have [IMPServices] and [csf.jwcpp] logger name in them
IMP Version presented - 2017-06-15 14:32:21,567 INFO [0x00000360]
[CupSoapClientImpl::Login] - @CupSoapCli: Cup server version is 11.5.1
Initial Login Result - 2017-06-15 14:32:21,567 INFO [0x00000360]
[CupSoapClientImpl::Login] - @CupSoapCli: login cup succeeds.

Client Profile Agent Authentication Result Codes
• User is not licensed for IMP - WARN [http-bio-443-exec-5]
handlers.LoginHandlerAbstract - preLogin:PRELOGIN reasoncode=FAILURE. User either
not CUP licensed or not found in database
• Incorrect Password - INFO [http-bio-443-exec-15] handlers.LoginHandlerNonSSO -
doLogin:Wrong credential for gwashington| IMS result code:1
• Account Locked by Admin - INFO [http-bio-443-exec-15]
handlers.LoginHandlerNonSSO - doLogin:Administratively locked for gwashington|
IMS result code:2
• Account Hack Locked - INFO [http-bio-443-exec-15] handlers.LoginHandlerNonSSO -
doLogin:Hack locked for for gwashington| IMS result code:3
• User Inactive in LDAP - INFO [http-bio-443-exec-15] handlers.LoginHandlerNonSSO -
doLogin:End user status is INACTIVE for gwashington| IMS result code:7
These codes would be found for user authenticating to IMP in Stage 1 of the login
process

Successful XCP Authentication Service Log Analysis
Logs can be collected from Real Time Monitoring Tool  XCP Authentication Service
Request is received - 09:24:01.017 | debug| SXComponent::_processRequest():
[PACKET_IN]: <xdb from='cm-1_jsmcp-1.imppub-ciscoliveus-net' id='jtx_145'
ns='http://jabber.com/protocol/sasl' to='presidents.net' type='set'><auth
mechanism='CISCO-VTG-TOKEN' xmlns='urn:ietf:params:xml:ns:xmpp-
sasl'>dXNlcmlkPWd3YXNoaW5ndG9uQHByZXNpZGVudHMubmV0AHRva2VuPTc
yMDcxMTI=</auth></xdb>
XCP Authentication Service– auth-svc-1.XXXXXXX.log
UserID is decoded - 09:24:01.017 | debug| SXUtils::parseAuthText(): auth comp
decodeAuthText(): [userid=gwashington@presidents.net]

Token is created- 09:24:01.017 | debug| SXUtils::toUTF8() UTF8 encoded string is
[gwashington@presidents.net]
09:24:01.035 | debug| SXUtils::getPasswordFromNameVal(): Entering
SXUtils::getgetPasswordFromNameVal for nameVal: [token=7207112]
UserID is decoded - 09:24:01.035 | debug| SXComponent::_processRequest(): auth comp
mechanism: [CISCO-VTG-TOKEN]
09:24:01.035 | debug| SXComponent::authenticateVTGToken(): auth comp mechanism:
[CISCO-VTG-TOKEN]
09:24:01.035 | debug| SXComponent::authenticateVTGToken(): Userid Name/value pair is:
[gwashington]
09:24:01.035 | debug| SXComponent::authenticateVTGToken(): Token Name/Value pair is:
[7207112]

We ensure the user is valid - 09:24:01.051 | debug|
TokenAuthUtils::executeUserFromIMaddressQuery: IMDB (imaddress) query
successful: [SELECT pkid, userid FROM validendusers WHERE
xep106imaddress='gwashington@presidents.net';]
One Time Password is queried - 09:24:01.095 | debug|
TokenAuthUtils::executeAuthQuery(): IMDB query successful: [SELECT * FROM
ONETIMEPASSWORD WHERE userid='gwashington';]

Token is validated - 09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): Lets
validate token now
09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): DB stored token is: [7207112]
09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): User provided token is:
[7207112]
09:24:01.099 | debug| TokenAuthUtils::authencateUsingOTP(): Token matched for userid:
[gwashington]
09:24:01.099 | debug| IMDBMgr::returnTTLoginIMDBConnection(): [5]
Authentication Success - 09:24:01.124 | debug| SXComponent::authenticateVTGToken():
Authentication success for userid: [gwashington@presidents.net]
09:24:01.124 | debug| SXComponent::_sendAuthSuccess(): JID: [gwashington@presidents.net]

Troubleshooting Jabber – Core
Features

Agenda
• Login Process
• Instant Messages
• Phone Control
• Conclusion

How do I know if directory is connected?
Connected to
Directory
Source
Not
Connected to
a Directory
Source

Jabber Directory Integration – Legacy Method

Jabber Directory Integration – Current Method

Cisco Directory Integration(CDI)
Jabber
Connects
to
Directory
Auto-
detect
LDAP
SRV
SRV
lookup
with XMPP
domain
Service
Profile
Config
jabber-
config.xml
File
Default directory Integration for Jabber for Windows, MAC, iOS, and Android
Not
Recommended

Determine the Directory Source
In the Jabber logs we see the that was are attempting to connect to discover LDAP directory
2017-06-15 16:44:54,362 INFO [0x00001f48]
[rcdnsutilswin32win32DnsUtils.cpp(343)] [csf.dns]
[csf::dns::DnsUtils::executeSRVRecordQuery] - About to make DNS SRV
record query '_ldap._tcp.presidents.net.'
Jabber Diagnostic Tool – Active Directory Section
Jabber Problem Report – jabber.log

CDI Packet Capture – Simple User Authentication
Bind Request from user that is
configured in the Service Profile
Successful bind response, meaning
that we have successfully
authenticated to LDAP

BDI Packet Capture – Contact Search
In the Jabber client we
searched for the string
“george”
Search Base
from Service
Profile

Cisco Directory Integration(CDI)
• Server, username, password, and search base are used from the Service Profile
if configured
• This information can also be provided in the jabber-config file
• The “PresenceDomain” is a mandatory Directory parameter for CDI
65BRKUCC-3347
<?xml version="1.0" encoding="utf-8"?>
<config version="1.0">
<Directory>
<PresenceDomain>presidents.net</PresenceDomain>
</Directory>
</config>
jabber-config.xml sample directory configuration

User Data Service(UDS) Directory Source
• PC is
connected
internally
Jabber is installed
• UDS is
selected in the
CUCM Service
profile
“Use UDS for
Contact Resolution”
is selected • CUCM End
User is
authenticated
Successful
Directory
Connection
Mandatory when connected via MRA. Optional for on-net connections

User Data Service(UDS) Directory Source
Checking to see if we are connected to UDS for Directory
2017-06-15 15:34:17,700 DEBUG [0x000009a0]
[rcesDefaultRecordSourcesManager.cpp(98)] [ContactService-
DefaultRecordSourcesManagerLogger]
[DefaultRecordSourcesManager::initUDSRecordSource] - UDS directory
enabled - adding record source
Jabber Diagnostic Tool – Active Directory Section
Jabber Problem Report – jabber.log

UDS Search in the Jabber logs
Source – Problem Report – jabber.log
User Request:
2017-06-22 16:48:26,362 DEBUG [0x000009a0]
[lssrchttpMultiHttpClientImpl.cpp(245)] [csf.httpclient]
[csf::http::MultiHttpClientImpl::enqueueRequest] - [99007528] New
request: https://cucmsub:8443/cucm-uds/private/users
Resolving the contact list to CUCMSub:
2017-06-22 16:48:27,378 DEBUG [0x000009a0]
[cmainpersonPersonManagerImpl.cpp(204)] [csf.person]
[csf::person::PersonManagerImpl::refreshAllPersons] - Resolving 5
records to source UDS-cucmsub

Agenda
• Login Process
• Phone Control
• Conclusion

Presence Update from client to server
XCP
Connection
Manager
XCP Router
Presence
Engine
71BRKUCC-3347
George’s
Jabber client
XMPP
message
TCP port
5222

Manual Presence Change
All presence related logs have [PresenceAreaPlugin] and [csf.jwcpp] logger name in them
User sets Presence Manually - 2017-06-22 16:54:12,574 DEBUG
[0x00000b2c] [nceareapluginCustomPresenceBox.cpp(115)]
[PresenceAreaPlugin] [CustomPresenceBox::setCustomPresenceState] -
Setting to custom presence: Off to Mt. Vernon
XMPP Message sent to the IM&P server - 2017-06-22 16:54:12,574 INFO
[0x00000b2c] [rwerxjwcppxmppsdkXmppClient.cpp(1505)] [csf.jwcpp]
[CXmppClient::logEscapedMessage] - @XmppSDK: #0, 452, Send:<presence
to="gwashington@presidents.net/composed"><show>away</show><priority
>15</priority><x var="0" xmlns="http://webex.com/connect/customstatus"
/><status>Off to Mt. Vernon</status>…

Presence Update From server to the client
XCP
Connection
Manager
XCP Router
Presence
Engine
73BRKUCC-3347
George’s
Jabber client
George’s
Watchers
XMPP
XMPP

Presence Change Received
All presence related logs have [PresenceAreaPlugin] and [csf.jwcpp] logger name in them
XMPP message for confirmation of presence change - 2017-06-22
16:54:12,689 INFO [0x00000b2c] [rwerxjwcppxmppsdkXmppClient.cpp(1505)]
[csf.jwcpp] [CXmppClient::logEscapedMessage] - @XmppSDK: #0, 884,
Recv:<presence from="gwashington@presidents.net/composed"
to="gwashington@presidents.net"><show>away</show><c hash="sha-1"
node="http://cisco.com/cup/caps" ver="L0mwOaX6n8VnczsxLk2dMU2QzAg="
xmlns="http://jabber.org/protocol/caps" /><status>Off to Mt. Vernon</status>….

Agenda
• Login Process
• Phone Control
• Conclusion

Instant Message from Thomas to George
XCP
Connection
Manager
XCP Router
77BRKUCC-3347
Thomas’s
Jabber client
XMPP
message
TCP port
5222

Instant Message from Thomas to George
XCP
Connection
Manager
XCP Router
78BRKUCC-3347
George’s
Jabber client
XMPP
message
TCP port
5222

Instant Message as seen in the Jabber logs
All presence related logs have [csf.jwcpp] logger name in them
XMPP message is compiled and sent- 2017-06-15 04:30,244 INFO [0x00000934]
[rwerxjwcppxmppsdkXmppClient.cpp(1505)] [csf.jwcpp]
[CXmppClient::logEscapedMessage] - @XmppSDK: #0, 362, Send:<message
to="gwashington@presidents.net"
from="tjefferson@presidents.net/jabber_30074"
id="uid:5740c27d:000024c7:00000015" type="chat"><body>******</body>….

Agenda
• Login Process
• Phone Control
• Conclusion

Jabber Softphone Mode
CCMCIP
HTTPS/TFTP
SIP
SIP REGISTER
SIP 200OK
HTTPSTFTP GET
HTTPSTFTP Response
HTTPS GET
HTTPS Response

Softphone TFTP Process Starts
TFTP related logs have [csf.ecc] and HTTPS requests have the [csf.httpclient] logger name
TFTP process begins - 2017-06-15 16:33:43,650 DEBUG [0x00000fa0]
[nentseccsrcconfigTftpHelper.cpp(137)] [csf.ecc]
[csf::ecc::TftpHelperData::doRetrieveFile] - Asked to retrieve file:
'https://CUCMPub.CiscoLiveUS.net:6972/CSFGWASHINGTON.cnf.xml',
using FileRetrievalProtocol: eHttpOnly
HTTPS GET Request is configured - 2017-06-15 16:33:43,651 INFO
[0x00000fa0] [etutilssrchttpCurlHttpUtils.cpp(1087)] [csf.httpclient]
[csf::http::CurlHttpUtils::configureEasyRequest] - *-----* Configuring request
#16 GET https://CUCMPub.CiscoLiveUS.net:6972/[...]

Softphone TFTP Process Completes
TFTP related logs have [csf.ecc] and HTTPS requests have the [csf.httpclient] logger name
200 response is returned for the config file - 2017-06-15 16:33:43,752
INFO [0x00000fa0] [lssrchttpBasicHttpClientImpl.cpp(448)] [csf.httpclient]
[csf::http::executeImpl] - *-----* HTTP response code 200 for request #16 to
https://CUCMPub.CiscoLiveUS.net:6972/[...]
HTTPS GET Request is configured - 2016-06-15 16:33:21,753 DEBUG
[0x00000fa0] [eccsrcconfigConfigRetriever.cpp(569)] [csf.ecc]
[csf::ecc::ConfigRetriever::unsecureRetrieveConfigFromServer] - Retrieved
file tftp://CUCMPub.CiscoLiveUS.net/CSFGWASHINGTON.cnf.xml

Softphone Config file is stored locally
TFTP file storage is logged with [jcf.tel.storage] and the fetch completion is logged with [csf.ecc]
200 response is returned for the config file - 2017-06-15 16:33:43,654 DEBUG
[0x00000fa0] [ephonyserviceStorageHelperImpl.cpp(327)] [jcf.tel.storage]
[CSFUnified::StorageHelperImpl::writeFile] - data written to file
[C:UsersAdministratorAppDataRoamingCiscoUnified
CommunicationsJabberCSFSecurityCSFGWASHINGTON.cnf.xml.config.encr]
success = true
Fetch config is completed - 2017-06-15 16:33:43,655 DEBUG [0x00000fa0]
[srccallcontrolServicesManager.cpp(651)] [csf.ecc]
[csf::ecc::ServicesManager::fetchDeviceConfig] - fetchDeviceConfig()
retrieved config for CSFGWASHINGTON

Jabber Softphone control – Packet Capture
REGISTER is sent from the Jabber PC
to CUCM
OK is sent from CUCM. The phone is
now registered
View from the
Jabber client

Jabber Deskphone Mode
CCMCIP – TCP port
8443
CTI – TCP port
2748
HTTPS GET
HTTPS Response
Provider Open Request
Provider Open Response

Jabber Deskphone control – CTI Manager Logs
CTI Manager service logs can be found on the CUCM server. They can be collected with RTMT.
Provider Open Request to CTI Manager - 03636047.002 |08:28:46.218
|AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI
ProviderOpenRequest ( seq#=2 provider=UCProvider login=troosevelt
heartbeat=60 timer=10 priority=0 lightWeightProviderOpen=0 AuthType=0
RequestOldFetch=0 EncryptedSSODataSize=0)
CTI Manager service Logs – SDLXXX_XXX_XXXXXX.txt
User Authentication is attempted - 03636053.089 |08:28:47.085 |AppInfo
|Attempt to authenticate DN: CN=Theodore
Roosevelt,OU=Presidents,DC=CiscoLiveUS,DC=net

End User Authentication is successful - 03636053.099 |08:28:47.094
|AppInfo |LDAP authentication bind SUCCESS for CN=Theodore
Roosevelt,OU=Presidents,DC=CiscoLiveUS,DC=net
Success is generated - 03636076.004 |08:28:47.232 |AppInfo
|[CTI-INFO] [CTIHandler::GenerateQBEProviderOpenSuccess]
totalControllableDevices = 1

Success is sent to Jabber - 03636076.007 |08:28:47.232 |AppInfo |[CTI-APP]
[CTIHandler::OutputCtiMessage ] CTI ProviderOpenCompletedEvent
(seq#=2) provider id=33554440 dscpForCTI2Apps =96 EnableIpv6 =0
autoCallPickupEnabled =0 LoginUserID = NoOfDaysPwdToExp =4294967295
TotalControllableDevices =1 ClusterId =StandAloneCluster
View from the
Jabber client

Cisco Jabber Diagnostic Tool
• Designed by TAC and Business Unit Escalation engineers
• Quick access to Jabber settings by pressing Ctrl+Shift+D
• Quick and easy verification of configuration
Available in Jabber for Windows 11.6.0

Jabber Diagnostic Tool - Discovery

Jabber Diagnostic Tool - WebEx
Jabber will attempt to look up the domain as a WebEx domain before service
discovery. The above shows a failed WebEx lookup due to lack of internet
connectivity.

Jabber Diagnostic Tool – UCM Summary

Jabber Diagnostic Tool – UCM Configuration

Jabber Diagnostic Tool - Voicemail
This is the voicemail server that Jabber is attempting to
connect to. This can be configured in the Service
Profile or in the jabber-config.xml file

Jabber Diagnostic Tool – Certificate Verification
We can see above that this will tell us
whether Jabber will be presented with
certificates. In this case, the user will need
to manually accept the certificates.

Jabber Diagnostic Tool – Active Directory
This setting tells us what contact source
Jabber is using to resolve contacts. There are
two options, LDAP(EDI or BDI) or UDS. In the
above, we are connected via UDS.

Jabber Diagnostic Tool – DNS Records
This will display whether the Jabber client was
able to find the UDS or Collab-Edge SRV
record. In this case we found the UDS record
and what CUCM server the record pointed to.
We can also see that we would not find the
Collab-Edge record.

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