Using the Technical Support Screen and your board's Settings, you can get information on:

  • Media statistics

  • Networking diagnostics

  • Cisco Webex Services status

  • Issues and Logs

For more on how to contact Cisco Support, see Contact Support.

Find Your Cisco Webex Board's Basic Details

You can use your board's settings to find basic details such as the board model or the RoomOS version it is using.

1

Tap the name of the system at the top of the screen and then tap Settings.

2

Tap About this device to find information on the model of the board, serial number, and software version.

Check Network Connections

The Network connection screen gives you your network connection details, such as your board's Ethernet settings or Wi-Fi settings.

1

Tap the name of the system at the top of the screen and then tap Settings.

2

Tap Network connection.

You can also check your Network connection on your board's Technical Support Screen. Hold down one finger on the board's screen, and press the home button three times. Tap Network.

Check Services

You can use the Issues and diagnostics screen to make sure that basic services are working.

To check the current state of Cisco Webex and see if there are any ongoing issues, you can visit https://status.webex.com.

1

Tap the name of the system at the top of the screen and then tap Settings.

2

Tap Issues and diagnostics.

3

You can check your Webex connection details and perform a Webex connectivity test.

4

If green check marks are not appearing beside any of these items, services are not working properly. If so, contact Cisco Support. See Contact Support.

Upload Logs

On the Issues and diagnostics screen, you can upload logs to the Cisco Webex Cloud if requested by your Cisco TAC engineer. These logs can be used to help diagnose and fix any issues occurring on your device. You can also enable extended logging. Extended logging gathers information which can help with any media quality issues that are occurring during calls or wireless presentations.

Under the diagnostics menu, you can also check your Webex connection details and perform a Webex connectivity test.

1

Tap the name of the system at the top of the screen and then tap Settings.

2

Tap Issues and diagnostics.

If there is a problem with ultrasound interference, a warning appears at the top of the Issues and diagnostics screen. Ultrasound interference occurs when there is another device in the room generating another ultrasound signal. This signal can interfere with the ultrasound your board sends out to detect any Cisco Webex apps in the room.
3

Toggle on Extended logging. The collected information is stored with the other logs and can be sent to the Cisco Webex Cloud by carrying out the next step.

You can also enable extended logging and find logging information on your board's Technical Support Screen. Hold down one finger on the board's screen, and press the home button three times. Tap Logs and Enable extended logging.

4

Tap Sends logs to upload your device's logs to the Cisco Webex Cloud.

5

Copy the log ID which appears when the logs have uploaded. Provide it to your administrator or TAC engineer so that these logs can be identified and downloaded.

Check Call Quality

If you are experiencing call quality issues, you can check the Media screen for audio and video stream statistics. This information allows you to see if packet loss is occurring during your calls.

1

To access the Cisco Webex Board Technical Support Screen, hold down one finger on the Cisco Webex Board screen, and press the home button three times.

2

When the Technical Support Screen opens, tap Media to check call statistics.

The Media tab only shows information for the active speaker.

Camera Is Not Working Properly

On your Webex Board, you can check that your camera is working properly with the camera preview. The camera preview allows you to see the video which your camera is sending to other meeting participants.

You can also use Best Overview diagnostics. With these diagnostics, you can see the complete image as seen by the full frame camera sensor. You can check that faces are being detected and also the area which the camera crops when focusing on a particular speaker. Faces are detected with these color-coded squares:

Table 1. Best Overview Color-Coded Squares

Type

Description

Clearly detecting a face.

Detecting a face, but not clearly.

Failed to detect a face.

After appearing for a moment, the red square then disappears.

1

Hold down one finger on the board's screen, and press the home button three times.

2

Tap Hardware Diagnostics.

3

Check that your camera is working properly:

  • Check Camera preview to verify that your camera is working.

  • Toggle BestOverview debug On. Individual faces displayed in the Camera preview should be identified with color-coded squares.

    Use the Best Overview Color-coded Squares table for a description of the squares. If the Camera preview is displaying red squares, contact Cisco support, see Contact Support.

Reset to Default Settings

Factory Reset can be used to troubleshoot issues with the Cisco Webex Board. This action clears all data and settings from the Cisco Webex Board permanently.


When you return your Webex Board to its default settings, you will lose your current registration. As a result, you need to get a new activation code to use the device. You cannot undo a factory reset.


In order to Factory Reset your Webex Board, you can also press a few seconds the reset pinhole shown in the following picture. Be aware that there is no confirmation message, and that all data and settings are permanently cleared after the reset.

1

To access the Technical Support Screen, hold down one finger on the board's screen, and press the home button three times.

2

When the Technical Support Screen opens, tap Factory reset to restore your device to its default settings.