Troubleshoot Your Training Session

Document created by Cisco Documentation Team on Nov 23, 2016Last modified by Cisco Documentation Team on May 29, 2017
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Introduction

 

 

Use this article as a guide to resolving issues that might occur during your training session. Do not 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.

  

Addressing Technical Issues

 

  
                              
 

No one joining your session

  
 
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    Check that the invitation contained the correct URL.

      

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    Verify that you scheduled the event for the correct time zone.

      

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    Contact attendees to rule out technical issues.

      

  
 

Attendee cannot log in

  
 
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    Verify that the attendee is using the correct password.

      

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    Ask the attendee to open a new browser window and copy and paste the event URL from the invitation email into the browser Address bar.

      

  
 

Attendee's WebEx session loads slowly

  
 
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    Ask the attendee to log off and log back in again.

      

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    Ask the attendee to close all applications except WebEx.

      

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    Have the attendee clear the Web browser cache and delete temporary files and cookies.

      

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    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

  
 
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    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

  
 
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    Open a new browser window and try to rejoin the event using the event number and Host ID.

      

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    If you cannot rejoin, stay on the phone.

      

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    Use a second computer to rejoin the session.

      

  
 

You are hearing hold music

  
 
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    Use the audio indicator in the Participants panel to identify whose line it is, then mute that participant.

      

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    Send the participant a chat message asking to take you off hold.

      

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    Explain what happened, and explain how participants can mute their own connections.

      

  
 

Attendees cannot hear one another

  
 
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    Make sure that audio connections are not muted.

      

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    Have attendees check their phone or VoIP connections and confirm that microphones or headsets are powered and switched on.

      

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    For VoIP connections, reset a connection by clicking Mute > Unmute.

      

  
 

Attendees cannot access breakout sessions

  
 
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    Make sure you assigned them breakout privileges.

      

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    Manually assign people to breakout sessions.

      

  
 

Tests are not visible

  
 
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    Verify that they were attached during scheduling.

      

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    Check that the Testing panel is open.

      

  
 

Attendees cannot connect to the Hands-on Lab

  
 
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    Check that computers are turned on and logged into the network.

      

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    Verify that the lab was reserved for the session date and time.

      

  
  

Managing the Session

 

  
            
 

The session has late arrivals

  
 
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    Greet the late arrival when appropriate, but keep the event going.

      

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    Have a cut-and-paste chat message explaining that participants will have access to chat or the event recording later if they need to review what they missed.

      

  
 

Attendees are Multi-tasking

  
 
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    Use Attention Tracking to monitor attendees, and adjust your presentation if the audience loses focus.

      

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    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.

      

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    Ask attendees to mute their audio or do it for them.

      

  
 

An attendee is causing distractions

  
 
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    Ask that side-bar conversations be taken offline. You can do this through both audio and private chat.

      

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    Adjust the participant’s privileges (mute audio, remove chat, and annotation privileges).

      

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    If the behavior continues, expel the participant. You might have to lock the event to keep the participant from rejoining.

      

  
 

Breakout sessions lose focus or run long

  
 
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    Click Breakout > Broadcast Message to send a message to all or some participants.

      

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    Click Breakout > Ask All to Return.

      

  
  
 

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