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Cannot send to Office Communicator Client

Posted on 2009-05-12
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Last Modified: 2013-11-29
We are piloting Office Commincations Server 2007 R2, clients are using Office Communicator 2007 R2, all updates have been applied to both the client and server (as far as I can tell).  

I am having a problem with one user who cannot receive IMs intiated from other users, although they can initiate an IM conversation and recieve subsequent IMs back from the conversation participants.  A user trying to initiate a conversation with the problem user receives the message "<User> could not be reached and this message was not delivered: <message body>."  The user's status also goes from "Available" to "Presence Unknown" after 5-10 minutes of signing into the communicator client.

This is a single 2003 AD domain, no federation, and the user is connected to the LAN.  The user never has problems connecting to the OCS server or sending IMs to other users.

I have tried the following steps and tested each with the same results:
- Verified SIP Sign-in name
- Verified Enhanced Presence is enabled
- Tried different connection settings from Communicator client, including OCS server FQDN, OCS pool FQDN, TCP, and TLS
- Disabled user in Communications Server config, re-enabled
- Deleted user from Communications Server configuration, added back after AD replication takes place
- Had user sign in on a different workstation, which works fine for other users.

Thanks in advance!
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Question by:ceaexperts
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HayesJupe earned 500 total points
ID: 24374063
best way to troubleshoot this is to create a debug log in the OCS 2007 R2 management console. Start logging, get the user to logon, try to send/recieve messages, then stop logging.
Then use the snooper.exe tool from the resource kit to help you sift through the logs and find the cause of your issue.
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Author Comment

by:ceaexperts
ID: 24374967
I was able to resolve this by turning on logging on my Communicator client, under the General options.
After enabling this, my Event Viewer showed the entry: "A SIP request made by Communicator failed in an unexpected manner (status code 80ef01f4)" when trying to send to the affected user. A quick web search found a few posts regarding invalid characters in the user's AD -> Telephones -> IP Phone field, which turned out to be my issue.
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Author Closing Comment

by:ceaexperts
ID: 31580662
Although I ended resolving this using the Communicator client logging, it looks like the Snooper tool is very helpful in tracking down these issues.  Thank you for the assistance.
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