Sep 10

Jabber – Login Issue – Please Enter Your Password for Webex

Cannot log into Jabber from any device, the “please enter you password for webex” prompt appears in Jabber even though you are attempting to log into a local presence domain.



PC Jabber logs Snippet.

INFO [0x00001a04] [s\impl\system\CredentialsSyncer.cpp(116)] [CredentialsSyncer] [CredentialsSyncer::Impl::syncCredentials] – sync Credentials for : WebEx

If Jabber finds its given Domain in the WebEx Cloud, then it will only attempt to register to the WebEx Cloud for IM and Presence and not the Local IM and Presence Cluster. This is how Jabber is designed.

To resolve the issue, the given Domain name must be removed/unregistered from Webex Cloud. If this cannot be done for any reason then follow one or more of below methods to overcome the issue.

1) Use EXCLUDED_SERVICES=WEBEX during the Jabber for Windows client installation with the MSI:

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

2) A mobile Jabber client can click on the following URL (from an Email for example):

3) Use ServiceDiscoveryExcludedServices, and specify WEBEX, in a configuration file (group or the global jabber-config.xml file):


<?xml version=”1.0″ encoding=”utf-8″?>

<config version=”1.0″>





Jul 15

Cisco JID – Resolving Contacts with Blank Spaces

Resolving JID’s when the usernames have a blank space can be challenging. I had an issue where the IM Address would be formatted correctly (email address) when a user viewed their own profile from within Jabber. However, if that same user searched the directory and viewed a contact’s profile, the IM Address would only display the firstname.

The user ID was in the format of “firstnamelastname@domain”

The Jabber client was ending the IM Address string after the firstname. Therefore the presence status would only show offline and the IM Feature was disabled. The blank space was breaking the IM Address.

IMP 10.5.2 was in use and the Directory URI was checked for the Advanced Settings, this was working ok as the IM Address in self view in Jabber was showing the Directory URI

The issue here was the Directory Search and the resolving of contact JID’s to their SIP URI.

Nagajothi Thangapandian provided assistance in this case and advised to hardcode the directory lookup resolver to the SIP URI which was mapped to the email address. Below is the snippet of code that will be placed into the jabber-conf.xml file.

This resolved my issue, but will also come in handy if you need to migrate or change IM Addresses for contacts.

<?xml version=”1.0″ encoding=”utf-8″?>
<config version=”1.0″>

Jul 30

Photo Retrieval Using UDS Directory Service in Jabber

Configuring Photo retrieval in Jabber clients to work with UDS Directory Services is slightly different to the EDI methods.

The only photo retrieval method UDS supports is HTTP Based. So you’ll need to create a web server to save your photos too.

Ensure that you can browse and open the photos from a PC or laptop using the HTTP path.

UDS uses a URL Template to dynamically build the photo retrieval path. The variable used by UDS is %%uid%%, this is the username field in CUCM EndUser.

Therefore the only line of code we need in the Jabber-config.xml file is the following


Example Jabber-conf.xml file layout.


Note: If you had tried other methods of photo retrieval, you may need to remove the CSF folder under %profile%\AppData\Local\Cisco\Unified Communications\Jabber. then sign back into Jabber.

Photos should be 128px x 128px. However the Jabber Client will resize if the image is larger.

To verify the photoUrlTemplate is correct review the Jabber Log file under %profile%\AppData\Local\Cisco\Unified Communications\Jabber\CSF\Logs\ and search for the line ‘photoUrlTemplate=’

This should reflect the value of the field in the jabber-config.xml file.

Feb 05

IMP Users are showing Status as Offline, when Logged into Jabber

This is widely discussed issue in the Jabber community, so I thought I would write a quick ‘how-to’ on the subject.

Ok, so I’ve logged into Jabber (I’m using v9.6 and IM&P 9.1.2 Build), however this issue is not constrained to one particular version of IM&P and/or CUP Server. So when logged into Jabber and online, I should be able to view the presence status of colleagues that are also logged into jabber and vice-versa. However all I see is an ‘offline’ status for each and every colleague.

To view the presence status of a user, that user must have an IM Address. Either you populate this manually by editing the contact or in most case the IM Address is pulled across using the user’s email address. So if you don’t see an IM Address for the user, populate it.

Now if the user does have an IM Address, make sure the IM&P Domain Name is either the same name, or a parent of the IM Address suffix. What I mean is if a user has an IM Address of make sure the IM&P Domain name is either or just This is a common misconfiguration in the workplace, implementation engineers often don’t think to enter the parent domain name, and the sub-domain is entered. The problem is yes the user is logging onto the sub-domain, however the company email address is and not As I said before the IM Address is more than likely pulled across from the ‘mail’ field (Email), hence creating a variance in domain names.

To change the IM & Presence Domain, the Proxy, Presence Engine and the XCP Router Service needs to be stopped on all Publishers and Subscribers

The SIP Proxy and Presence Engine services are located on the Feature Services page in the IM&P Serviceability Admin page.

The XCP Router service is located on the Network Services page in the IM&P Serviceability Admin page.

After the IM & Presence Domain has been updated, start all three services on all servers and log back in. Now you should be viewing the correct presence status of colleague’s.

Below is a quick blurb from the Help Page on the Cisco CUCM Server.

IM and Presence Domain

Provide a valid domain that specifies the IM and Presence domain name of the IM and Presence server. Typically this parameter should be an enterprise top-level domain name (for example, The parameter that you enter allows the IM and Presence server to identify which URIs are to be treated as local and managed by this installation. Instant Messaging (IM) or availability status requests addressed to other domains must be forwarded via federation. Other SIP requests may be proxied.

Jul 12

VoiceMail not Displaying on Jabber 9.2 with IMP 9.1

There are multiple reasons as to why Visual Voicemail will not display on your Jabber Client for Windows. I come across this little issue which had me going for a little while, so I though I’d post it up.

Like the title suggests, I could log into Jabber, makes phones calls, chat, listen to voicemail messages etc, however I could not see voicemails. Yes the VoiceMail icon was displaying fine. This particulare environment was not AD Integrated, now I know there are some articles out on the net saying that Jabber will not work unless its AD Intergrated, well thats not the case Jabber will work just fine and same with voicemails. You just need to make sure the ‘Web Application’ password in Unity COnnection is the same as the End User Password in CUCM. SO yes its a bit ore maintenance, so AD Integrated is the recommended method.

I checked and confirmed the UC Service for Mailstorewas correct, I removed this service and re-associated it. This UC Service is responsible for displaying the Voicemail Icon. So if you do not have the icon, this UC Service is probably misconfigured. I re enterd the users password into CUC for the ‘Web Application’, restarted Jabber and was getting the “Cisco Jabber is not connected to the your voicemail server’. I tested entering an incorrect password into the ‘Web Application’ password field, restarted Jabber. This time the error was ‘Unables to log into Voicemail etc’ So I knew the password was indeed correct.

I cleared the Jabber Voicemail cached from the PC, this is located under the username/AppData/Local/Cisco/UnifiedCommunications/Voicemail. Restarted jabber this made noe difference.

I then traced through the jabber client logs and noticed the following error message. “Failed for with error: returning error  NOT_AUTHORIZED : password must change, you must reset your password using the password reset URI” SO I had something to go from here. I logged back into the CUC Server and opened the User and select ‘Password Settings’, then dropped the box down to Web Application and low and behold the setting ‘‘ was checked. I unchecked this and Visual Voicemail starting working upon the next jabber restart.

So what this was doing was allowing the user to log into CUC, then CUC was prompting the user to change their password, however the jabber client doesnt have this ability so then CUC was throwing an unauthorized message back to Jabber and not allowing the user to view voicemails.