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Cisco Jabber - Troubleshooting

Information containing some general troubleshooting tips for Cisco Jabber used by UWL faculty and staff in order to extend their office VoIP phones from off-campus.

CiscoJabberIcon2020.pngHere are some general troubleshooting suggestions to try out if you are experiencing some issues with Cisco Jabber:

  1. Close the Cisco Jabber application out completely and re-open it. 
  2. Sign out of the Jabber app and then sign back in again. 
  3. Reset Jabber and sign back in again (*Note: This will clear chat and call history) 
  4. Restart your device. 
  5. Unistall and reinstall Cisco Jabber. 
  6. Check for updates on your device, especially if you have any pending and/or important updates to install.

More Issue Specific Troubleshooting Suggestions:

  • If you are having issues logging into Jabber due to your "username/password is invalid or incorrect," then please ensure that your credentials are correct and that you are able to log into your other UWL accounts. Please also ensure that you logging into Jabber correctly via your device of choice and those directions can be found here: Cisco Jabber - How to Use Jabber to Extend Your Office Phone
    • However, if you are unable to access your other UWL accounts with your login credentials too, then you will need to recover your "expired or forgotten" password instead at the password reset page: Password Reset Help.
    • Are you a new employee and have never logged into Jabber before but you have an office extension/phone number? Then your Jabber account may not have been configured quite yet or it may be a configuration issue overall, so you will need to contact the Eagle Help Desk for further assistance. 
      • Don't have an extension or campus phone number yet? Then you will need to reach out to your ADA (Academic Department Associate) or your Department Head in order to have them submit a request to have an extension number assigned to you.  
  • If you are having issues calling out from Jabber in general, especially if you are receiving phone calls just fine, then please ensure that you are following the same process for dialing out from campus phones: VoIP - Placing a call
  • If you are having issues with hearing others on the call and/or they are unable to hear you while on a call, or you are having some web camera issues with Jabber overall, then please ensure that your audio and video settings within both the Jabber app and within your computer settings are properly set up and/or selected for your microphone, speakers and web camera: Webcam and Microphone Troubleshooting Tips.
  • If you are off-campus using Jabber and are having issues calling or receiving calls, or your phone calls keep dropping randomly due to Internet connection issues, then please ensure that your home Internet connection is sufficient and/or working properly: How to Manage Slower Internet and Low Bandwidth.
  • If you happen to be on-campus using Jabber and calls appear to be dropping audio after a minute or so, especially from other Jabber calls or from on-campus calls in general, then please ensure that you are not connected to the VPN called "Cisco AnyConnect" on your device at the same time that you are connected to the UWL-Eagle WiFi or directly connected into our UWL-Eagle network via an Ethernet cord. 

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Keywords:Cisco, jabber, troubleshooting, general, client, app, remote, off, campus, application, pc, windows, staff, faculty, employee, office, phone, voip,   Doc ID:107158
Owner:Erin B.Group:UW-La Crosse
Created:2020-11-13 09:15 CDTUpdated:2020-11-23 10:50 CDT
Sites:UW-La Crosse
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