Your organization may not support all of the features that are discussed in this document. Contact your system administrator for more information.
|Step 1||Check that you are using a supported device and operating system.For information about supported devices and operating systems, see the Cisco Jabber for iPhone and iPad Release Notes for your release.|
|Step 2||Check that you are using the correct release of Cisco Jabber for iPhone and iPad.You can download the latest release of Cisco Jabber for iPhone and iPad from the App Store.|
|Step 3||Check if you have the access right to your corporate network from noncorporate Wi-Fi networks.|
|Step 4||If you have the access right to your corporate network from noncorporate Wi-Fi networks, contact your system administrator to check if your collaboration edge environment has been setup properly.|
|Step 5||If you have the access right to your corporate network from noncorporate Wi-Fi networks, check that your VPN is connected (if VPN is required). If your VPN is not connected, contact your system administrator.|
|Step 6||If you are using Phone Services, check the network connection between your device and the corporate network as follows:
|Step 7||If you are using Phone Services out of the office and Cisco Unified Communications Manager 9.0 or later, check the network connection between your device and the server as follows:
|Step 8||If you are using Cisco Unified Communications Manager IM and Presence Service Service Release 9.1 or earlier, check that you can sign in with your user account as follows:
|Step 9||If you are using Cisco Unified Communications Manager IM and Presence Service Service Release 10.0, check that you can sign in using your user account as follows:
|Step 10||If you are using Cisco Unified Communications Manager IM and Presence Service Service, check the network connection between your device and the server as follows:|
|Step 11||If you still cannot set up Cisco Jabber for iPhone and iPad, send a problem report to your system administrator.|
Cannot See Contact Photos
Availability Status Icon is Grey
Cannot Send Calls to Mobile Network
Solution Check the following:
Cannot Start Video Conferences
Dial via Office Call Issues
Solution When you place a DvO call, the person you call can receive a call from your voicemail system or a different number in the following cases:
- Your mobile voice network connection is weak. To prevent this issue, check that you have a strong mobile voice network connection before you place a DvO call.
- You set up your DvO Callback Number with a phone number that is different than your mobile phone number. To prevent this issue, change your DvO Callback Number to your mobile phone number in the Cisco Jabber settings.
- You do not answer your callback in time and your device is set up with voicemail.
Solution Check the following:
- Check that the VPN client is supported.
- Check your data network signal. If you are using Cisco Jabber over your mobile data network, your connectivity and call quality can vary considerably. If the issues persist, disable mobile data network connectivity. In Cisco Jabber, tap . Tap the Mobile Data Network switch to turn it off.
Cannot See Calling Options
Poor or Dropped Audio
Solution Check the following:
- Weak wireless signal: Check the bars on your device to verify that you have a strong Wi-Fi connection. If your signal is weak, consider moving the call to the mobile network. While on a call, tap and then tap Move To Mobile. Tap OK, and then tap Answer.
- Mobile data network connectivity: If you are using Cisco Jabber over your mobile data network, your connectivity and call quality can vary considerably. If the issues persist, disable mobile data network connectivity. In Cisco Jabber, tap . Tap the Mobile Data Network switch to turn it off.
- Bluetooth and Wi-Fi interference: Even on well-designed Wi-Fi networks, you can experience interference from other devices (including your Bluetooth headset), which can cause dropped calls or poor audio quality on Cisco Jabber. Turn off the Bluetooth headset to see if that resolves the issue.
- Handoff between Wi-Fi access points: As you move around your workplace, your Wi-Fi connection may transfer between different Wi-Fi access points. If you are on a call during one of these transitions, you might hear a few seconds of garbled audio or silence. This problem resolves itself after the handoff is completed.
- Lost connection to Phone Services: Common causes include network problems or servers that are down temporarily. Contact your system administrator if this issue persists.
- Low-bandwidth networks: If you call over a low-bandwidth wireless network, optimize your connection for low-bandwidth networks and try again. In Cisco Jabber, tap . Tap the Low Bandwidth Mode switch to turn it on.
Cannot Hear Audio on Headsets
Solution The headset volume is independent of the volume control in Cisco Jabber. You need to increase the volume setting in Cisco Jabber.
To do this, use the device volume buttons to adjust the volume settings while Cisco Jabber is open and the headset is plugged in.
Audio Drops When Receiving Calls to Your Native Phone App
Solution If you are already on a Cisco Jabber VoIP call when a new mobile call arrives to your native phone app, Cisco recommends that you decline the new call.
When you receive an incoming call to your native phone app, the native phone app automatically disables the microphone for all other applications including Cisco Jabber.
You do not have enough time before the microphone is disabled to inform your current caller that you need to take another call.
If you decline the new call and then resume your Cisco Jabber VoIP call, your current caller can hear you again.
If you accept the new call, you cannot return to your Cisco Jabber VoIP call until you end the native phone call.
Voicemail Credentials Issues
Cannot View Some Voice Messages
Solution Cisco Jabber must be connected to your corporate network to update your voice messages and to play secure voice messages. You can listen to your saved voice messages even if you are not connected to your corporate network.
Battery Drains Quickly
Solution To reduce battery drain, check the following.
- Detailed Logging: Enable this option only if you are collecting troubleshooting details to resolve problems using Cisco Jabber. Keep it disabled otherwise. In Cisco Jabber, tap . Tap the Detailed Logging switch to turn it off.
- A weak 3G or Wi-Fi connection can affect the battery life. Move to a location with a stronger network signal.
Cannot Call from Apple Watch