Troubleshooting   Cisco Jabber for iPhone and iPad


Cisco   Jabber


Note

Your organization    may not support all of the features that are discussed in this document.    Contact your system administrator for more information.



Note

The voice    quality of calls varies depending on the Wi-Fi or mobile data network    connection. Cisco Technical Assistance Center (TAC) cannot troubleshoot voice    quality when you use mobile data networks or non-corporate Wi-Fi networks.


Sign-in   Issues

If you cannot sign    in, try the following troubleshooting tips.


    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:

    1. Open your      Internet browser.
    2. Try to      access the administration pages for your corporate calling system by entering      the following URL in your Internet browser: http://your company’s Cisco       Unified Communications Manager server address.

      Example:http://209.165.200.224Contact       your system administrator if you do not have the address for your       company’s        Cisco Unified      Communications Manager       server.

    3. If you      cannot access the administration pages for your corporate calling system, try      again from a different network access point. If you still cannot access the      administration pages for your corporate calling system, contact your system      administrator to find out if there is a network issue.
    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:

    1. Open      your Internet browser from your company’s network via VPN.
    2. Try to      access the administration pages for your corporate calling system by entering      the following URL in your Internet browser: https://cucm       server:8443/cucm-uds/user/<userid>.Contact       your system administrator if you do not have the address for your       company’s        Cisco Unified      Communications Manager       server.

      If you       cannot access the server, contact your system administrator to find out if       there is a network issue.

    3. Sign in      with your username and password.If the       sign-in fails, please confirm your username and password with your system       administrator.
    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:

    1. Enter the      URL using the following format: http://presence server       name/ccmuser.If you       cannot access the server, contact your system administrator to find out if       there is a network issue.
    2. Sign in      with your username and password.If the       sign-in fails, please confirm your username and password with your system       administrator.
    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:

    1. Enter the      URL using the following format: http://ccm server       name/ccmuser.If you       still cannot access the server, contact your system administrator to find out       if there is a network issue.
    2. Sign in      with your username and password.If the       sign-in fails, please confirm your username and password with your system       administrator.
    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:

    1. Open a      ping utility to ping the       Cisco Unified Communications Manager IM and Presence      Service      server.
    2. Enter the      Fully Qualified Domain Name of the server in the following format:       presence server name.domain.comIf you       cannot ping the server, contact your system administrator.
    Step 11 If you still     cannot set up      Cisco Jabber for iPhone      and iPad,     send a problem report to your system administrator.

    Lost   Connection

          Problem     My device lost connection    to the UCM server and cannot automatically reconnect.
       Solution     Check whether you    signed in to more than one     Cisco Jabber for iPhone      and iPad    application using the same account. You can sign in an account to only one     Cisco Jabber for iPhone      and iPad    application at a time. To resolve this issue, sign out of the other application    that uses this account.

    Cannot See Contact   Photos

    Problem     I cannot see photos for    Cisco Jabber contacts.

    Solution     Try the following:

    • In      Cisco Jabber,     tap      Settings > Display and check that the      Show      Contact Photo switch is turned on. If not, tap the switch to turn     it on.

       

    • Contact your     system administrator to check that photos are enabled on your profile.

       

    Availability   Status Icon is Grey

    Problem     The availability status    icons are grey and not colored.

    Solution     In Cisco Jabber, tap     Settings > Display > Accessibility     Icon and turn off this setting.

    Cannot Send Calls   to Mobile Network

    Problem     I cannot send     Cisco Jabber    VoIP calls to my mobile voice network.

    Solution     Check the following:

    • Check that your signal     strength is good.
    • Check that you enabled the          Show     My Caller ID setting on your phone. On the iPhone home screen, tap      Settings > Phone > Show My Caller      ID and check that the      Show     My Caller ID switch is turned on.

    Cannot   Call

    Problem     I cannot make     Cisco Jabber    calls using VPN over a Wi-Fi network.

    Solution     Check whether the VPN client is supported.

    Cannot Start Video   Conferences

    Problem     I cannot start a video    conference call from within     Cisco Jabber.

    Solution     Contact your system administrator to check that your multi    control unit settings are set up properly for your Phone Services account.

    Dial via Office   Call Issues

    Problem     When I make Dial via    Office (DvO) calls, the person I call receives a call from my voicemail system    or a different number.

    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.

    Calls Drop

    Problem     When making Cisco Jabber    VoIP calls using VPN over a Wi-Fi network, the calls drop after several    seconds.

    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      Settings > Call > Audio and       Video. Tap the      Mobile Data Network switch to turn it off.

       

    Cannot See Calling   Options

    Problem     I cannot see the calling    options in the     Cisco Jabber    Settings menu.

    Solution     Your administrator must enable the Dial via Office feature    before you can see the calling options in your settings menu. For more    information, contact your administrator.

    Poor or Dropped   Audio

    Problem     Poor audio quality, sudden    silence, 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      Settings > Call > Audio and      Video. 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      Settings > Call > Audio and      Video. Tap the      Low     Bandwidth Mode switch to turn it on.

    One-way   Audio

    Problem     When I make     Cisco Jabber    calls using VPN over a Wi-Fi network, the call audio is only one way.

    Solution     Check that the VPN client is supported.

    Cannot Hear Audio   on Headsets

    Problem     While on a call using a    headset, I cannot hear the caller even after turning up the volume on the    headset.

    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

    Problem     Audio disappears on my     Cisco Jabber    VoIP call when I get an incoming call to my 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.

    1. Tap      Decline.

       

    2. Tap      Resume to resume your      Cisco Jabber     VoIP 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

    Problem     I cannot access voice    messages because of an incorrect username or password error.

    Solution     Contact your voicemail administrator for assistance. Your    voicemail administrator can verify the settings on the server or reset your    password for you.

    Cannot View Some   Voice Messages

    Problem     I cannot see some visual    voice messages when I’m not connected to the corporate network.

    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

    Problem     The battery for my device    drains faster when I use     Cisco Jabber.

    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      Settings > Problem      Reporting. 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

    Problem     I cannot make calls from    the Cisco Jabber app on my Apple Watch.

    • Ensure your     watch is connected to your iPhone.

       

    • Ensure      Phone Services is enabled for your account.

       

    Apple Watch App   not Installed

    Problem     I cannot see the Cisco Jabber app on my Apple    Watch after installation.

    Solution     In the Watch app settings, ensure     Show App on Apple Watch is turned ON.

     

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