Troubleshooting steps for MRA login issues with for an on-prem IM-Presence

Self service options

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– Navigate to Collaboration Solutions Analyzer and use the ‘CollabEdge Validator’ tool to validate the mobile and remote access feature. 

– When applicable, please verify that Jabber services are working fine internally (directly connected to Cisco Unified Communications Manager and IM and Presence Service). 

Test Prepration
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On IM and Presence Service :
    – Under “Unified Serviceability->Trace->Configuration”, set the ‘Cisco XCP Router’ service (IM and Presence Services) to ‘Debug’ level, check ‘Enable All Trace’ and ‘Apply to All Nodes’. Press Save. 
# Video – Set the ‘Cisco XCP router’ tracing to detailed on all nodes
  https://video.cisco.com/video/5823009225001

On IM and Presence Service :
    – Under “Unified Serviceability->Trace->Configuration”, set the ‘Cisco XCP Router’ service (IM and Presence Services) to ‘Debug’ level, check ‘Enable All Trace’ and ‘Apply to All Nodes’. Press Save. 
# Video – Set the ‘Cisco XCP router’ tracing to detailed on all nodes
  https://video.cisco.com/video/5823009225001

On Expressway :
    – Navigate to “Maintenance->Diagnostics->Advanced->Support Log configuration” and select ‘developer.xcp’, ‘developer.xcp.cm’ and ‘developer.xcp.jabber’ and click on ‘Set to debug’ button at the bottom of the screen. Do this on both -C and -E.
Note: for clusters, you only need to do this on each primary node. 
    – Navigate to “Maintenance->Diagnostics->Diagnostic logging”, enable ‘Take tcpdump while logging’ and click on ‘Start new log’. Do this on both -C and -E.
Note: for clusters, you only need to do this on each primary node. 
# Video – Downloading Expressway diagnostic logs and packet captures
  https://video.cisco.com/detail/videos/collaboration/video/5810207301001/downloading-expressway-diagnostic-logs-and-packet-captures?autoStart=true

Test
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On General :
    – Sign in with Jabber client and write down the username and domain used and the approximate timestamp of the login attempt.

Alternatively, use the CollabEdge Validator tool to simulate Jabber login. 

After Test
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On Expressway :
    – Navigate to “Maintenance->Diagnostics->Diagnostic logging” and click on ‘Stop logging’. Then ‘Collect log’ followed by ‘Download log’.
Note: in case of a cluster(s) of Expressways, you only need stop it on each primary node, next collect and download the logs from each primary and subordinate node. 
# Video – Downloading Expressway diagnostic logs and packet captures
  https://video.cisco.com/detail/videos/collaboration/video/5810207301001/downloading-expressway-diagnostic-logs-and-packet-captures?autoStart=true
    – Navigate to “Maintenance->Diagnostics->Advanced->Support Log” press ‘Select all’ and click on ‘Reset to info’ button at the bottom of the screen.
Note: in case of a cluster(s) of Expressways, you only need to do this on each primary node. 

On IM and Presence Service :
    – From Real Time Monitoring Tool go to “Trace & Log Central->Collect Files”. Select ‘Cisco XCP Router’ and ‘Cisco XCP Authentication Service’ for all IM and Presence nodes. Use ‘Files generated in the last X minutes’ to collect the selected traces where X covers the time frame of the test. 
# Video – Set the ‘Cisco XCP router’ tracing to detailed on all nodes
  https://video.cisco.com/video/5823009225001
    – Under “Unified Serviceability->Trace->Configuration”, set the ‘Cisco XCP Router’ service (IM and Presence Services) to default (‘Set Default’) on all nodes. 

On Cisco Unified Communications Manager :
    – From Real Time Monitoring Tool go to “Trace & Log Central->Collect Files”. Select ‘Cisco User Data Services’ for all Cisco Unified Communications Manager nodes. Use ‘Files generated in the last X minutes’ to collect the selected traces where X covers the time frame of the test. 
# Document – Cisco Unified Communications Manager trace setting and collection
  http://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/200787-How-to-Collect-Traces-for-CUCM-9-x-10-x.html

On Cisco Jabber for desktop :
    – Browse to Options button and then select “Help->Report a problem…” and fill in the details of the test. 
# Video – Collect the Jabber problem reporting tool file
  https://video.cisco.com/video/5979219646001

Additional resources
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# Document – Cisco Unified Communications Manager trace setting and collection
  http://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/200787-How-to-Collect-Traces-for-CUCM-9-x-10-x.html

# Video – Downloading Expressway diagnostic logs and packet captures
  https://video.cisco.com/detail/videos/collaboration/video/5810207301001/downloading-expressway-diagnostic-logs-and-packet-captures?autoStart=true

# Video – Real Time Monitoring Tool trace collection
  https://video.cisco.com/video/6039539294001

# Video – Expressway mobile and remote access basic configuration
  https://video.cisco.com/video/5972774507001