Training Center: Troubleshooting Your Session

Document created by rruman on Mar 20, 2015Last modified by rruman on Jun 30, 2015
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Use this article as a guide to resolving issues that may occur during your training session. Don’t let challenges keep you from connecting with attendees. Consider having a panelist or presenter available to help with technical issues when working with breakout sessions or the Hands‐on Lab.


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Addressing Technical Issues


No one joining your session
  • Check that the invitation contained the correct URL.
  • Verify that you scheduled the session for the correct time zone.
  • Contact attendees to rule out technical issues.
Attendee can’t log in
  • Verify that the attendee is using the correct password.
  • Ask the attendee to open a new browser window and copy and paste the session URL from the invitation email into the browser Address bar.
Attendee’s WebEx session loads slowly
  • Ask the attendee to log out of the session and rejoin.
  • Ask the attendee to close all applications except WebEx.
  • Have the attendee clear the Web browser cache and delete temporary files and cookies.
  • Verify that the issue is not with the attendee’s ISP by asking them to test a Web page they access frequently.
Attendee’s audio disconnects
  • Send a chat or an instant message to the attendee and ask them to rejoin the audio conference by clicking the Audio button and selecting a phone or VoIP option.
Your browser crashes
  • Open a new browser window and try to rejoin the meeting using the session number and Host Key.
  • If you cannot rejoin, stay on the phone.
  • Use your second computer to rejoin the session.
You are hearing hold music
  • Use the audio indicator in the Participants panel to identify whose line it is, then mute that attendee.
  • Send the participant a chat message asking to take you off hold.
  • Explain what happened, and explain how attendees can mute their own connections.
Attendees cannot hear one another
  • Make sure that audio connections are not muted.
  • Have attendees check their phone or VoIP connections and confirm that microphones or headsets are powered and switched on.
  • For VoIP connections, reset a connection by clicking Mute then Unmute.

Attendees cannot access breakout sessions

  • Make sure you assigned them breakout privileges.
  • Manually assign people to breakout sessions.
Tests are not visible
  • Verify that they were attached during scheduling.
  • Check that the Testing panel is open.

Attendees cannot connect to the Hands-on Lab

  • Check that computers are turned on and logged into the network.
  • Verify that the lab was reserved for the session date and time.




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Managing the Session


The session has late arrivals
  • Greet the late arrival when appropriate, but keep the session going.
  • Have a “cut-and-paste” chat message explaining how attendees can access information they missed.
Attendees are multi-tasking
  • Use Attention Tracking to monitor attendees, and adjust your presentation if the audience loses focus.
  • Use planned interactivity, such as direct questions or polls, to engage the audience. For example, solicit feedback or input regularly, or call on specific attendees to contribute.
  • Ask attendees to mute their audio, or do it for them.
An attendee is causing distractions
  • Ask that side-bar conversations be taken offline. You can do this through both audio and private chat.
  • Adjust the attendee’s privileges (mute audio, remove chat and annotation privileges).
  • If the behavior continues, expel the attendee. You might have to lock the session to keep the attendee from rejoining.
Breakout sessions lose focus or run long
  • Click Breakout > Broadcast Message to send a message to all or some participants.
  • Click Breakout > Ask All to Return.



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