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Cisco Bug: CSCvs96705 - Bulk Edit / Selective option for RESET of Jabber devices preventing the outages for Collab solutions

Last Modified

Apr 22, 2020

Products (1)

  • Cisco Unified Communications Manager (CallManager)

Known Affected Releases

11.5(1.17900.51) 11.5(1.17900.52) 14.0

Description (partial)

Symptom:
1> High CPU / Memory , higher Request Rate and outages can be caused in such scenarios where jabber doesn't update context
2> Disturbing the HA standards for design as  jabber keeps on flipping across node because of 503 caused due to higher request rate
3> Customer still not able to access Telephony, IM&P and Voicemail services as jabber keeps on older context

Conditions:
Below are some conditions from Unity perspective (We can add CUCM and IM&P also later) leading to such scenarios :
1> Jabber sends old oauth 2.0 token for authentication when we have failures like 401 on the server side but fails to update the token as the expiry time is set in days and till that time it will keep sending old cache token (configurable option and big customers set it to days to prevent each 45 min refresh)
2> Jabber has  couple of known bugs and workaround return in jabber defect is to RESET jabber (At least 8-9 CFD have RESET as workaround)
3> There has been issue with server like CUCM , CUC or IM&P and issue is fixed by BU but jabber sometimes dont RESET and keep sending old token/password (Not all such cases convert into jabber defect as jabber as large cache and sometimes some misbehavior can happen been jabber a client)
4> Customer runs the CLI to regenerate keys or token and user ignores the popup alert on UI , jabber will keep sending older tokens in that case until manual RESET (This is customer side issue but customer cannot control all end points , some people can ignore popups due to lack of education)
5> Customer changes distribution of users in service profile on CUCM and immediately wants user to go to other node . 
6> Customer explicit wants to RESET the device because of its own need or business use case .
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