Troubleshooting Jabber (IMP)

Check CUCM Config:

1. Check End user Config

Make sure Home Cluster and user enabled for IM and Presence.

Check if the Jabber profile is associated with End user.

CSF → Jabber for Windows
TAB → Jabber for iPad
TCT → Jabber for iPhone
BOT → Jabber for Android

Make sure the primary extension is set

Check if below access rights are set.

 2. Check Jabber Profile

Under Jabber Profiles (Devices → Phones), search for profile. Make sure Owner ID is configured.

Also check if below fields are populated correctly. Check settings with a working profile.

CHECK IMP STATUS

Login to CUCM and navigate to

Click Subcluster to see the IMP cluster status.

 Check if the IMP cluster is running normally. If there is an issue, you should see button named
“Recover”. Click Recover button to recover cluster from Failed state to Normal state. The
process should take few minutes and make sure to get maintenance windows before performing
recover operation.

If the cluster didn’t recover after clicking the Recover button, the cluster needs to be rebooted
OOH. Detailed below

i. Disable “High Availability” (see above picture)

ii. Reboot IMP Publisher server (utils system restart from CLI)
iii. After the services have come up, reboot subscriber server
iv. After the services have come up, reenable “High Availability”

Reassign user

If the user login still fails, try moving to another IMP server.
If above doesn’t work, try restarting “Sync Agent” service on CUCM.

Collecting Logs from Jabber.

Make sure to reset the jabber client before collecting logs.

Select relevant options and click save. An archive file will be created on the desktop and get the
customer to upload to case/sharefile.