An engineer troubleshoots a Cisco Jabber login problem on a Windows PC. The login fails with the error message "Cannot find your services…

The error message "Cannot find your services automatically" indicates a failure in the Cisco Jabber service discovery process. For clients on the internal network, Jabber's primary method for automatic discovery is to perform a DNS SRV query for the cisco-uds.tcp. record. This record points the client to the Cisco Unified Communications Manager (CUCM) servers, which provide User Data Services (UDS) for retrieving the user's home cluster and service profiles. Manually performing this DNS lookup is the most direct and logical first step to diagnose why the automatic discovery is failing.

A. Verify whether the cup-xmpp certificates are valid.

Certificate issues typically cause security warnings or connection failures after a server has been located, not an initial failure to find the services.

B. Verify the username and password and try again.

Incorrect credentials result in an authentication failure error, which occurs after the client has successfully discovered and connected to the authentication service.

D. Perform a manual DNS lookup of SRV record collab-edge.tls.domain.com.

This SRV record is used for service discovery by external clients connecting via Mobile and Remote Access (MRA). The cisco-uds record for internal discovery should be checked first.

1. Cisco Jabber 14.0 Deployment and Installation Guide, "Service Discovery" chapter, "Service Discovery for On-Premises Deployments" section. This document states, "The client performs a DNS SRV query for cisco-uds.tcp.example.com." This confirms that cisco-uds is the primary record for internal service discovery.

2. SRV Record Deployment for On-Premises Deployments in Cisco Jabber, "DNS SRV Records" section. This guide details the required DNS SRV records for Jabber functionality. It specifies that cisco-uds.tcp.example.com resolves to the CUCM servers that have the UDS service running, which is the starting point for service discovery.

3. Cisco Unified Communications Manager Administration Guide, Release 12.5(1)SU1, "Configure DNS for Service Discovery" chapter. This guide explains, "For the service discovery feature, you must configure the DNS server to support SRV record queries... The client queries for the cisco-uds SRV record." This reinforces the dependency of Jabber's service discovery on this specific DNS record.