Troubleshooting Webex Meetings

Troubleshooting Meetings

Troubleshooting Webex Meetings

Troubleshooting Events (New), Webinars

Mobile App Issues

 

Introduction:
Webex is a robust video conferencing solution that can be used through a computer desktop or mobile app, which lets users connect online for video conference meetings, webinars, content sharing, and interact via Polling, Breakout sessions, and chat. Webex creates an effective conferencing environment, leading to more satisfying meetings and increased productivity.

Host Role:  What is a Host Role?
The host is the person who can, edit, start, record, and ends a meeting or a session. A host can also assign roles to other participants in a meeting or a session. The host role can be reassigned once in a meeting or a session.

Best practices for a secure meeting:
  • Don’t publish passwords to publicly accessible websites.
  • Don’t share your Audio PIN with anyone.
  • Provide meeting passwords only to users who need them.
  • Never share sensitive information in your meeting until you’re certain who is in attendance.
Click here: Webex best practices for secure meetings to learn more.

Hosts can perform the following tasks: From the meeting information page:
  • Share screen
  • Record
  • Start polling
  • Create/edit polls
  • Start/manage breakout rooms
  • End a meeting
Prerequisites for using host controls:
  • Host permission in the meeting
  • Webex desktop client for macOS, PC, Chrome OS, or Linux
  • Webex mobile app for iOS or Android
  • Webex web client
Click here: Roles in Webex Webinars to learn more.
 

Cohost: What is a Cohost?
The Cohost role provides privileges that is similar to the host role. Cohosts can help improve meeting productivity. If the host is running late or can't attend, a cohost can start and manage the meeting. Cohosts can also assist the host with meeting management, which is helpful for larger events.

See below for more resources:
Cohost privileges
Cohosts can perform the following tasks: From the meeting information page:
  • Start and host the meeting
  • Mute or unmute some or all participants
  • Permit or prevent attendees from unmuting themselves after the host or cohost mutes them
  • Share multimedia
  • Move attendees to and from the lobby
  • Expel attendees
  • Start recording, if a cohost has assumed the host role
Prerequisites for using host or co-host controls
  • Host permission in the meeting, or co-host permission (set by the host)
  • Webex desktop client for macOS, PC, Chrome OS, or Linux xx
  • Webex mobile app for iOS or Android
  • Webex web client

Presenter:  What is a Presenter?
A Presenter is responsible for sharing and annotating presentations, whiteboards, documents, and applications in a meeting.
For Webex Meetings and Training: The host can designate meeting attendees as the presenter.
 

Note Taker: What is a Note Taker?
A single note taker can publish notes during the meeting or send a meeting transcript to all participants. On the Participants panel, right-click the participant, and then select Change Role To > Note Taker. A pencil indicator appears to the right of the participant's name.
Closed Caption:
Responsible for publishing captions in real-time during the meeting and can send a transcript containing the captions to all participants.
Attendee Role:
An attendee is someone attending a live meeting, session, or webinar.
As a webinar attendee, you can virtually raise your hand, submit questions in Q&A, and send messages to others.
Note: Some attendee controls won't be available if disabled by the host.

Site Administration: What is site administration?
Site Administration is an administrative portal for only the Webex Meetings Suite. Suppose your organization decides to add more products, such as the Webex App or Webex Calling. In that case, you'd have to manage those products in Control Hub while still using Site Administration to manage Webex Meetings.

Administration | Differences between Site Administration and Control Hub managed Webex sites

Site Administrator: What is a site administrator?
The site administrator is the person who sets up and manages your Webex site. The site administrator can set up and manage your account settings.
As a full administrator, you can assign various administrative roles to people in your organization. It allows you to streamline responsibilities and share accountability for managing the organization.
  • If you're on the Webex Free plan, you don't have a Webex site administrator. Open a case for help with your account.

 

Troubleshooting Webex Meetings
Make sure you are using a supported Operating System and Browser, see: Webex Meetings Suite System Requirements

To check on the status of Webex services, see: status.webex.com

Start or Join Issues

Symptoms:

If you are seeing one of the following messages (or something similar) while joining or starting a meeting, you may not have administrative rights to install software on your computer:
  • Hanging at 'One Moment Please'
  • Hanging at: Starting Webex
  • 'Java is not working' error
  • Hanging at 'Meeting in Progress'
  • Unable to start or join a meeting, the meeting client hangs at 10%, 86%, or 99%.
  • The meeting hangs at 10%, 86%, or 99% while trying to start or join a meeting.
  • The join process may hang if the meeting installer is not able to run properly.
Solution

Webex Meetings


Try using the Cisco Webex Web App or Temporary File Solution (TFS) method to join or start your meeting: With these two options admin rights are not required.

To always join using the Web App, click on the Join Meeting / Start a Meeting drop-down menu and select: Use web app:

User-added image


If you are hanging at the Start/Join Meetings screen using the Chrome or Firefox browser, you can click on the Join from your browser link:

User-added image

If you are hanging at the Starting Webex screen using the Edge browser, you can click on the Run a temporary application link:

User-added image

Webex Events (New)

Try using the Cisco Webex Web App or Temporary File Solution (TFS) method to join or start your event center (new) : With these two options admin rights are not required.

To always join using the Web App, click on the Start Event drop-down menu and select: Use web app:

User-added image

If you are hanging at the Start/Join your event screen using the Chrome or Firefox browser, you can click on the Join from your browser link:

User-added image

Cisco Webex Web App:

Available features may vary depending on which OS and Browser you are using.

The Cisco Webex web app lets users join from any supported Google Chrome, Internet Explorer, Firefox, Edge, or Safari browser.  For help, see: Cisco Webex Web App Supported Operating Systems and Browsers, and Cisco Webex Web App.

With the Cisco Webex web app, you can join Webex meetings and events fast, without installing anything (no plug-ins) on your computer. For help, see:  Get Started Joining a Meeting, Event, or Training Session with the Webex Web App.

Temporary File Solution (TFS):

TFS is designed to enable users that are in a locked-down PC (Windows) desktop environment (without administrative rights) to join meetings without having to download and install the Webex Desktop App in their file system.  For help, see: WBX25110 - What is the Temporary File Solution (TFS)?


Additional Information:
To resolve the start/join issue:
  1. Close all open web browsers, open a new browser, and try to start/join the meeting again.
  2. If you are still not able to start/join the meeting, clear cache and cookies in your web browser, see:
  3. If the options above do not resolve the issue, contact your local IT department for further assistance with manually installing the Webex Desktop App.

Uninstall / Rejoin Webex

For Windows:
  1. Uninstall Webex using the removal tool: Meeting Services Removal Tool
  2. Open the downloaded file and double-click on it, then follow the prompts. Right-click on the file and select Run as administrator.
  3. Try to join the meeting again.
For Mac OS:
  1. Uninstall Webex using the removal tool: Mac Cisco Webex Meetings Application Uninstaller
  2. Try to join the meeting again.

Webex Audio

If you are experiencing issues with Webex Audio, see the following article:


Meeting Invitation Link Issues

Symptoms:
  • The Meeting join link does not work.
  • Join Meeting link is missing from the email invitation for Webex Meetings.
  • The email invitation for Webex Meetings is blank, with no join meeting link.
  • The green Join Meeting button is missing from the invitation after updating my meeting.
Solution:

If the meeting invitation link is not allowing you to start or join a meeting, try the following:
  1. Navigate to https://signin.webex.com.
  2. Enter the meeting, session, or event number into the Meeting Number field.
  3. Enter your name, email address, and the meeting password.


Mobile App Issues

To join or start meetings using a mobile device, check the following first:
Symptom:
  • Unable to join or start a meeting from a Mobile device.
Solution:

For iOS:
  1. Uninstall the Cisco Webex Meetings mobile app.
  2. Download Cisco Webex Meetings (iOS) app.
  3. Try to join the meeting again.
For Android:
  1. Uninstall the Cisco Webex Meetings mobile app.
  2. Download Cisco Webex Meetings (Android) app.
  3. Try to join the meeting again.
For additional information on Mobile support: Cisco Webex Meetings Mobile App Resources.

Troubleshooting Resources:

Start or Join Meeting In Meeting Issues
Click on the tabs to access resources related to In Meeting Issues:
Audio Issues

Recording issues Scheduling issues Device related issues

Reports related to the issue

Capturing logs

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