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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