Known Issues and Limitations for Webex Support

Windows 8.1, and 10

  • For file sharing, you must have Adobe Acrobat Reader to share PDFs.

  • When sharing Microsoft PowerPoint files in Print Driver mode, some content may not appear. We recommend that you use our standard Universal Communications Format (UCF) mode or use application sharing screen sharing instead.

  • When connecting to a remote computer with Windows 10, the local screen will not be able to be blacked out.

  • Webex Meetings attendees are able to save Universal Communications Format Files (UCF) to their computers, even when the host has canceled the save privilege for them.

  • Windows apps do not appear in the Access Anywhere or Remote Access Add Application dialog box.

  • When a Mac participant of a Webex meeting is sharing and annotating the whiteboard, the annotation color is incorrect when the square or oval shape is selected.

Microsoft Office 2013 and later Support

  • If you have Microsoft Office 2013 or later installed, the following features are not supported when sharing PowerPoint files:
    • Animations and transitions
    • Embedded video or audio files
    • UCF Toolkit
  • If you have customized your Info Tab, some custom elements may not be supported. We recommend that you validate it to make sure it continues to display properly in a Webex meeting.
  • In a few cases, the following problems may occur:
    • Text and fill colors may be slightly different from the actual colors in a slide.
    • Some graphic elements may be missing from a slide.
    • Fonts may appear blurry on a slide or may be different from the original.
    • The size of shapes may be different from the original.
  • If an object in a PowerPoint presentation does not display correctly in edit mode, it is automatically removed in Slide Show view; however, the object may continue to display when the file is shared in a Webex meeting.
  • You cannot share password-protected PowerPoint 2013 files using the file sharing feature. Use the application sharing or desktop sharing features instead.
  • You cannot share Excel 2013 files on Windows 8 using the file sharing feature. Use the application sharing or screen sharing (formerly called "desktop sharing") features instead.
  • You cannot share Word 2013 (64-bit) documents on Windows 8 (64-bit) using the file sharing feature. Use the application sharing or screen sharing features instead.

Shared documents display quality

Webex uses a printer driver interface to import documents that are not natively supported. The presentation quality of documents shared in Print Driver mode, such as Microsoft Word, Excel, and Adobe PDF documents, cannot be better than a hard-copy printout of the same document printed by a physical printer. This issue is particularly pronounced when these documents contain images of text.

Operating system support

To run Webex Support:

  • For Customer Support Representatives (CSRs) using Linux, Solaris, or Macintosh, some product features may not be supported. For more information, please refer to Cross-platform Features and Known Issues.

  • Customers can use Linux, Solaris, or Macintosh, but they will not be able to connect to a remote session from behind a Microsoft ISA proxy server with user authentication enabled. This is a known Java issue document by Sun at http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=4636657.

For more information about the computers, operating systems, and browsers supported by Webex Support, see Webex System Requirements and Feature Support Release Notes.

Crashing while logged in to customer computers

If you log in to a customer computer as a different user and the Webex Support browser crashes, you will remain logged in on customer's computer. When this happens, ask your customer to log off and then log back in again.

Applications show while recording session

When you record a Webex Support session while showing an application to a customer, all other browser windows that are open on you computer will be visible to your customer.

Disk space during file transfers

During file transfers, if the receiving party runs out of disk space, the session will end.

Moving file transfer window during desktop sharing

If you start a file transfer while sharing desktops, you cannot move the transfer window.

Disable system information

Site administrators cannot disable the System Information feature in custom session types.

Lotus Notes email invitation limitation

If you use the Lotus Notes email application, the "send email invitation using local mail client" feature may not work. This happens because Lotus Notes limits the size of email messages that you initiate from Web pages. To resolve this, change your invitation email template to reduce the message size.

Basic file transfer doesn't show up on event log

Files transferred using the basic file transfer method do not show in the event log.

Joining an inbound support session on slow network connection

When client download method is set to TFS (Temporary Folder Solution) for the site, and a customer attempts to join an inbound support session using a slow network connection, a customer may receive the error message "Join Conference confirmation failed" after the customer fills out the entry form and clicks Submit

Scrolling while using Webex Support web chat

When using the Webex Support web chat, after the scrollbars have appeared, quickly scrolling up and down may cause the chat window to flash in quick succession.

Blocked Webex Support functionality

In order to perform certain functions in Webex Support, Webex requires administration privileges in Windows. Without these credentials, some Webex Support functionality is blocked due to insufficient privileges, such as the ability to remotely control the Windows User Account Control (UAC) window, or other applications that require administrator privileges. There are two ways to allow the system to perform these actions:

  • On a system that has never had Webex Support installed, sign into Windows as an administrator to start Webex Support for the first time. After that, user can login with standard user account.

  • A local user with administrative privileges can allow Webex actions that require UAC permission.

Known Issues and Limitations for Remote Access

Joining a WebEx meeting on Chrome and Firefox

Because of Google and Mozilla policy changes, users will need to manually enable the Webex plug-in when using Chrome and Firefox.

Remote Access agents limitation

The Make Screen Blank command is disabled in Windows Safe mode.

Known Issues and Limitations for WebACD

Links generated by Webex applications and Webex recording services

As part of our continuing updates to improve security, Cisco is making changes to improve the management of cryptographic keys used to generate URLs used in Cisco Webex Meetings, Webex Training,Webex Support, Webex Events, and Webex recording services. As a result, existing links that were generated by those services have been updated, and in some cases, users may need to request new links.

Windows 8.1, and 10

  • For file sharing, you must have Adobe Acrobat Reader to share PDFs.

  • When sharing Microsoft PowerPoint files in Print Driver mode, some content may not appear. We recommend that you use our standard Universal Communications Format (UCF) mode or use application sharing screen sharing instead.

  • When connecting to a remote computer with Windows 10, the local screen will not be able to be blacked out.

  • Webex Meetings attendees are able to save Universal Communications Format Files (UCF) to their computers, even when the host has canceled the save privilege for them.

  • Windows apps do not appear in the Access Anywhere or Remote Access Add Application dialog box.

  • When a Mac participant of a Webex meeting is sharing and annotating the whiteboard, the annotation color is incorrect when the square or oval shape is selected.