Troubleshoot Jabber Login Problems with the Jabber PRT

This brief discussion is going to show you how to troubleshoot Jabber login problems using the Jabber Problem Reporting Tool (PRT). I’m not going to go in-depth on how Jabber searches DNS records to find services, but I am including some resources at the bottom that you can read. This quick guide is simply going to show how to use the problem reporting tool to generate a report that includes logs and even a GUI summary to help you troubleshoot.

Generate a PRT

Click on the Settings icon > Help > Report a problem…

Select the area in which the problem occurs, then briefly fill in the required fields. These won’t matter much since you are downloading this for yourself, but if you’re helping a customer, it might be useful to identify the problem when looking back at this later.

Once all fields are filled out, hit Save, and save the PRT to your computer. Using the Screen Shot button may be useful for later documentation.

The PRT will download as a .zip archive; extract the data for further analysis.

There are plenty of logs that you can dive into, but I want to highlight the diagnostic content page as a great starting point for troubleshooting login problems.

Navigate to the Diagnostics folder inside the extracted PRT archive, then open DiagnosticsContent.html in your browser.

If you have a service discovery error, you will see errors highlighted in bold red font. For example, if Jabber cannot locate your internal or edge DNS SRV records:

Service Discovery Diagnosis:
  _cisco-uds._tcp.yourdomain.com     [FAILED - DNS SRV record not found (Error 9003)]
  _cuplogin._tcp.yourdomain.com      [FAILED - DNS SRV record not found (Error 9003)]
  _collab-edge._tls.yourdomain.com   [FAILED - DNS SRV record not found (Error 9003)]

You can test your SRV records directly from the client workstation using nslookup in Command Prompt or PowerShell:

C:\> nslookup -type=srv _cisco-uds._tcp.yourdomain.com

Server:  dns1.yourdomain.com
Address: 10.10.10.53

_cisco-uds._tcp.yourdomain.com   SRV service location:
      priority       = 10
      weight         = 10
      port           = 8443
      svr hostname   = cucm-pub.yourdomain.com

If your SRV record nslookup fails, ensure you have the right DNS servers assigned on the client machine and that your _cisco-uds._tcp (and _cuplogin._tcp / _collab-edge._tls if applicable) SRV records are properly configured in DNS.

When service discovery succeeds, DiagnosticsContent.html will report SUCCESS with the resolved CUCM UDS hostnames, ports (8443), and priorities.

Additionally

You can upload the .zip PRT bundle directly to the Cisco Collaboration Solutions Analyzer (CSA) for automated log parsing:

• https://cway.cisco.com/csa/

Additional Reading

• Troubleshoot Jabber Login Problems: https://www.cisco.com/c/en/us/support/docs/unified-communications/jabber/212471-jabber-login.html
• Cisco Jabber DNS Configuration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/Windows/9_7/CJAB_BK_C606D8A9_00_cisco-jabber-dns-configuration-guide/CJAB_BK_C606D8A9_00_cisco-jabber-dns-configuration-guide_chapter_00.html