No IM presence on One-X Portal Outlook Plug-In

[Jasams]

Hello,

I recently added 5 new users to the One-X portal. I also installed the Outlook plug-in on each of their computers (Windows 7 x64 with Office 2010). Only one of the users is able to see the presence of our other One-X portal users. Four out of the five new users all have grey question marks in the chat bubbles next to their contacts. When they log into the One-X portal from their browser they see the presence of our One-X portal users, but not in the Outlook plug-in.

From my Outlook plug-in I am able to see the presence of the new users. I can also send them instant messages and they are able to reply, but they cannot start new conversations. My first guess was that there was some firewall problem with their computers, but I am able to log into their Outlook plugins using my IP Office user account and I have full IM presence. This leads me to believe it may be a problem with one of their user settings. I have verified that they are all in the XMPP group. If anyone has any ideas I would greatly appreciate the help.

 

[derfloh]

I didn't test that so far but you can - somehow - create some kind of team groups from the client side (mobile, 1xp, OulookPlugIn?). Sounds that you are on R9.1?

 

[Jasams]

Yes, we're on 9.1.2. They have no problem making groups and adding contacts, but they cannot see who is available to chat.

 

[Jasams]

I was able to fix the problem. It seems like there is some kind of bug when importing a contact list with groups. For the first user I had created a set of personal contacts with groups and then exported the list. I imported this list which caused all of the contacts to have a question mark on their chat presence. I was able to fix this by deleting the contacts and manually adding each contact and group for each user. It was time consuming, but it solved the problem.