"Cannot communicate with the server"

Cisco Jabber – Cannot communicate with the server

The error message “cannot communicate with server” can be seen when logging into Cisco Jabber for a number of reasons. I have just recently implemented Cisco Expressway MRA and by troubleshooting this error message I was able to document possible solutions to share with you in case you encounter a similar issue.

These troubleshooting steps documented below will be purely on the basis that the user is able to login to Jabber from inside the corporate LAN but cannot when logging in externally.  This is where I had most of my grief when setting up Cisco Jabber MRA.

Possible Solutions

Use Cisco’s Collaboation Tools to Check connectivity

https://cway.cisco.com/csa/

This can be a very handy tool to check and troubleshoot connectivity.  CollabEdge validator helps deploy and troubleshoot Mobile and Remote Access feature. It simulates a Jabber login towards your Unified Communications Manager and IM & Presence servers through the Expressway-Edge. The tool will identifies issues with your set up. Details about each issue will be displayed along with a corrective action plan.

Verify that DNS is set up Correctly

Use NS Lookup to verify that the collab-edge.tls.company.com SRV type DNS record is present.

Ensure that the Cisco Expressway-Edge server’s FQDN name matches exactly the value created in the collab-edge SRV record.

expressway_E_FQDN-stack8.png

Verify that the corporate firewall has a rule for port 8443 that forwards traffic to the DMZ LAN interface of the Expressway-Edge server. Not recommended but open the rule for a very short while to see if this is the issue.  If you still cannot connect then you can continue to trouble shoot a different angle.

Check your Traversal Zone between your Expressway C and Expressway E  is Up

Edge.png
edge2-stack8..png

Verify Connectivity to Expressway Servers

Firstly – Verify that the Expressway-Edge server is reachable.

core-stack8..png

Then verify the Cisco Expressway-Core server is reachable.

core2-stack8.png

Lastly verify that Unified Communications status on Cisco Expressway-Core is enabled and configured.

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