Known Issues With Cisco Spark Control Hub (Partner Administrators)

Document created by Cisco Documentation Team on Nov 18, 2016Last modified by Cisco Documentation Team on Aug 18, 2017
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  • For common identity-enabled WebEx sites: when you sign in as a partner to WebEx and then click Site Administration, you're redirected to Cisco Spark Control Hub and receive an unauthorized error.

    Workaround: From, choose Services, and then navigate to the WebEx admin options.

  • Partner administrators are unable to assign the partner administrator role if the intended administrator's email address starts with a capital letter.

    Workaround: Change the email address in Active Directory; otherwise, contact support for assistance.

  • For a WebEx site that is managed directly from Cisco Spark Control Hub, the organization administrators cannot assign administrative privileges in some cases. This issue occurs when two different partners made orders for the organization. When you try to access the WebEx site through Cisco Spark Control Hub > Services > WebEx site, the error "You are not entitled to access this site" appears. To obtain access to the WebEx site, open a case with WebEx support.

  • For customers using the Cisco Directory Connector for directory synchronization: If a synchronized account has a matching email address in the consumer (free) organization, that email address is not added to the customer organization. You'll see the following error message in the Event Log of the Directory Connector host: <username/email address> could not be converted. Contact support for assistance converting this user.

    Workaround: Convert all accounts from the consumer organization to the customer organization before you enable directory synchronization. As always, perform dry runs to validate the outcome before you perform a live synchronization.

  • Only some users are listed for large organizations. To find the remaining users, use the search function.

  • Sorting by first, last, display name, and email sorts only the users visible in the list of users.

  • If directory synchronization is enabled, you can only use this method to add or remove users for your organization. If you attempt to convert users using Cisco Spark Control Hub, you'll receive the following error: <username/email address> could not be converted. Contact support for assistance converting this user.

    Workaround: Disable directory synchronization and try the conversion again.

  • If you assigned services to a user account, and the organization is configured for Directory Synchronization, the services don't appear as assigned until the person signs in.

  • If administrator accounts don't have the first, last, or display name set, they receive a "Sign in failed" when attempting to sign into Cisco Spark Control Hub.

  • As a partner administrator, you might see a very limited set of customer organizations in your customer view and might encounter the error "Unauthorized: You’re not authorized to access this page" when attempting to manage your own organization in Cisco Spark Control Hub. A fix to prevent the underlying cause of this issue was deployed, but for administrators who encounter the error:

    1. From Cisco Spark Control Hub, get another full administrator in your partner organization to open the organization as an administrator.

    2. Choose Users and edit the administrator account experiencing the error. Make sure the account has both the Full Administrator and the Sales Administrator role selected.

    3. Select No administrator privileges, and click Save.

    4. Then select Full administrator privileges, and click Save again.

  • If you can't configure services for an active Cisco Spark user, or the user can't sign in to a WebEx site for which users are managed in the cloud, make sure that the user has signed in to Cisco Spark for Web. After the user signs in, retry your operation.

  • Exporting the user list through CSV displays random characters if the First, Last, or Display Name fields contain double-byte characters.

    Workaround: Save the file, rename the extension to .txt, then open the file using Microsoft Excel.