Users show as offline when they are online

Spark Spark Support
1

Some of the users of the new IM server I’'ve set up are experiencing an issue where at times users are showing as offline even though they are logged in and online. 1 user sees all/some contacts offline while another user see some of those same contacts as online (which they should be). All clients use the newest spark.

Any clues on how to resolve this issue?

2

Seems to be isolated to using the spark client.

Users who are incorrectly deemed offline stop showing as their username or nickname, but revert to their JID in the offline group (name@server.domain.com). They won’'t re-appear as online until you re-add the user to your roster.