Fixes for the most common Cisco Jabber problems, on the computer and on the phone. If none of these help, submit an ETS Request for Help at helpdesk.fhda.edu or call the ETS Call Center at (408) 864-8324.
Start here: was Jabber provisioned before you installed it?
This is the single most common cause of a Jabber that installs fine but won't work as a phone. Your account has to be provisioned on the phone system before the software is installed and used. If Jabber was installed first and used for calls before provisioning finished, the client often needs to be uninstalled and reinstalled before it will work.
The same applies to the mobile app: if you installed it before backend provisioning was complete, authenticated, and received an error, you may need to delete the app and reinstall it even after provisioning finishes.
If you're not sure whether your account was provisioned, or which type of Jabber was requested for you, check with your manager and then submit an ETS Request for Help.
Jabber won't connect to voicemail
Work through these in order.
- Restart cleanly. Sign out of Jabber, quit Jabber, then restart your computer.
- Click the error message. If you see Not Registered at the bottom of the window, click it. A window appears and in most cases it connects successfully. Close the window.
- If you see "Connection to Multiple Services failed", click that message, then click Open Accounts… at the bottom of the window that appears. Give it a moment to connect to Voicemail. Connection speed here partly depends on available internet bandwidth.
- If "Not Registered" appears again, click it once more before trying anything else. It is worth a second attempt.
- Listen to messages another way in the meantime. Click Call Voicemail at the bottom of the voicemail window. This dials into your mailbox so you can listen by phone even while the message list isn't loading.
"Failure to discover network services" on the mobile app
This appears during first-time sign in on a cell phone. Turn Wi-Fi off on your phone and relaunch the app. You may need to work through the introduction screens once more before reaching the Sign In screen. You can turn Wi-Fi back on after you're signed in.
"Certificate Not Valid" on iPhone
This is normal on iOS. Select Accept and continue.
The mobile app is installed and provisioned but still won't work
- Reboot the cell phone. This has resolved it for at least one user.
- Delete the app and reinstall it — particularly if you installed it before provisioning was complete.
- Try it on Wi-Fi. For some carriers the cellular equipment in certain locations is incompatible with Cisco Jabber, so the app works on Wi-Fi but not on cellular in that area.
I can't sign in
- First-ever sign in: your User ID must be [email protected].
- Every sign-in after that: your User ID is just your CWID, with no @fhda.edu.
- Your password is your MyPortal password. If MyPortal itself isn't accepting it, reset your MyPortal password first — Jabber will use the new one.
Calls go out, but the audio is bad or nobody can hear me
- Check the audio device. On Windows, open a chat window and select the Open Audio Options icon to pick your speakers and microphone, then test the sound. On Mac, go to Jabber → Preferences → Audio/Video.
- Check whether you're muted. The microphone icon with a line through it toggles mute. Calls begin unmuted.
- Get off Wi-Fi if you can. The district wireless network prioritizes instructional data over voice, so calls over campus Wi-Fi can drop out. A wired connection is more reliable.
- Consider a USB headset. Built-in computer speakers and microphones work but are noticeably worse than a USB headset or handset. USB Bluetooth adapters are not recommended.
Jabber is dialing my desk phone instead of using my computer
Open the Phone Controls drop-down at the lower left of the Jabber window and select Use my computer for calls. If the icon at the bottom of the window shows a desk phone rather than a computer screen, Jabber is in desk phone control mode.
My outside calls won't connect from Jabber
In Jabber, an outside 10-digit number needs 91 in front of it — for example 916501234567. Internal extensions are 4 digits.
I can't reach the Self Care Portal from Jabber or a browser
The Self Care Portal at https://cucm-pub.voip.ad.fhda.edu/ucmuser/ is only available on the district network. If you are off campus, connect to the district VPN first. Note that this applies to the portal only — making and receiving calls in Jabber does not require the VPN.
"Cannot connect to Informacast" message on my laptop
This is the Cisco Desktop Notifier telling you that you are no longer connected to the hardwired network, so it cannot reach the Informacast emergency broadcast system. It is expected when you are working on wireless or off campus and does not indicate a fault with your phone.
Informacast broadcasts emergency messages through desk and wall phone speakers, overriding volume and Do Not Disturb settings. Soft phone users get the Desktop Notifier instead, which shows an on-screen message with an audible alert — but only when connected to the hardwired network.
I can't see a colleague's presence status
Presence only works between people who both use Jabber, and you must add the person as a contact to see their status. A greyed-out dot means Jabber is not running on their computer at all.