Two users have roster with all users offline in it

This situation happened 4 days ago: user A online, he can receive and send messages, but all roster is offline (all users in contact list offline), but actually many users are online.

We updated server from 3.9.3 to 3.10.2, and this doesn’t solve the problem.

Today this situation repeated with another user B, and I afraid, if this situation will move over all users.

I don’t know, which logs I should to attach, because I don’t see any errors in server or client logs according to this users.

At this moment we use on server

Openfire 3.10.2 (installed from RPM)

CentOS 6.7


Clients are Pidgin 2.10.11 on Windows 7 and Windows 8, Bria for iPhone.

As users-database we successfully use OpenLDAP, and Openfire using mysql-DB.