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Cisco  Jabber issue - unable to see presence of some users by some users.....

Posted on 2014-03-27
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Last Modified: 2014-05-24
We have implemented an on-premises version of Cisco Jabber which we use for presence and chat etc.
In general it works fine, but for several users they are unable to connect to certain individuals, who are indicated as being offline. Others are able to see presence and connect to the same user. Also if the 'bad' user initiates a  chat their presence is indicated and they can be added as a contact.

As this is isolated to certain individuals connecting with certain others it really looks like some (but not all) are detecting an incorrect/invalid user account.

This does not appear to be a server/AD issue as different people have different results. It is almost like the client is detecting a contact on the individual PC and trying to use the first it finds (although we are pointing to our user OU in AD).

Has anyone witnessed this issue and know of a fix?
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Question by:agradmin
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Expert Comment

by:jplagens
ID: 40011931
I don't know if I had this exact issue, but I did have something very similar.  After hours upon hours of troubleshooting and researching the issue I ran across a workaround that worked for me.

scenario:  Person A logs into Jabber and cannot see the presence of Person B or add them to their contact list.

On Person A's computer:  Go into their Outlook contacts and find Person B.  If Person B is not there add them.  When you add them you have to populate the following fields: First Name, Last Name, email address, business phone number, AND IM Address.  Yes IM address.  This field can be literally be ANY value but it must be poplulated with something.  I ended putting the email address in the IM address.  

After you add/modify the contact, the next step is to log out of Jabber and exit the program.  Than start the program again and log back in.

The key to the entire operation is to populate the IM address and to log out and back into Jabber.

I hope this helps.
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agradmin earned 0 total points
ID: 40075028
3rd party vendor discovered the issue - Jabber was looking at the GAL for contacts so a modified .xml file was created (Cisco support) to ensure Jabber consulted Active Directory first.
Once this is done we have to clear the Jabber cache on affected PC's and go through the enrollment process once again.
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Author Closing Comment

by:agradmin
ID: 40088105
Fix provided by Cisco support
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