Support Utilities

Document created by liwise on Sep 27, 2015Last modified by Dave DeCarlo on Feb 20, 2017
Version 10Show Document
  • View in full screen mode

Cisco WebEx Utilities

Mac WebEx Meeting Application Uninstaller

Description
This utility uninstalls all Cisco WebEx applications on your Mac.

Supported Operating System/Version
Mac OS 10.7 or later

Supported Cisco WebEx Product Version
WBS29 or later

Instructions

  1. Select Cisco_WebEx_Meeting_Application_Uninstaller.dmg in your Downloads folder.
  2. In the Cisco WebEx Meeting Application Uninstaller window, double-click Cisco WebEx Meeting Application Uninstaller.
  3. Select Open to run the Cisco WebEx Meeting Application Uninstaller.
  4. If you are prompted to close one or more applications, close them, and then select Try Again.

When the uninstaller has completed removing WebEx files from your Mac, you will see a confirmation message.

 

Download File

Top^


Meeting Services Removal Tool

Description
This executable manually removes all WebEx related folders and files (including
AA/RA/NBR
) from your system. This utility should be ran after removing all WebEx
software from the Control Panel.

Supported OS/Version
Windows 2K/XP/Vista/7 and later

Supported Cisco WebEx Product Version
All WBS versions

Instructions
Open the downloaded file and double-click on it then follow the prompts. If using Windows
Vista or Windows 7 and later, you must right-click on the file and select Run as administrator.

 

Download File

Top^


Network Trace Logger

Description
A trace utility used for case escalations related to DNS/latency/network issues.
Gathers the following:

 

*3 forward traces
*15 reverse traces (3 from each WebEx Looking Glass)
*Pathping
*Netstat
*TCPView (3rd party Systinternals utility)
*NSLookup
*Dig (DNS queries)
*Proxycfg and misc Proxy reg keys (to see if Proxy is enabled)
*IPConfig /all and /displaydns
*System Info (Contains system info but not complete details as when using msinfo32)
*Netsh (shows misc network and system config)
*Tasklist (running processes)
*Misc WebEx registry keys
Supported OS/Version
Windows 98/NT/2K/XP/Vista
Supported Cisco WebEx Product Version
All Versions
Instructions (How to capture logs)
1.  Double-click on "wbxlogger2.exe"
2.  Input your WebEx URL (i.e. company.webex.com)
3.  Follow onscreen prompts
4.  Once completed, wbx_supp_log.txt log file will open automatically.  Save the file
and email us a copy.
Download File

Top^


RMWBXTFS

Description
This batch file removes TFS installation for all WebEx services.
Supported OS/Version
Windows 98/NT/2K/XP/Vista
Supported Cisco WebEx Product Version
WBS 23 or higher
Instructions (How to capture logs)
Open rmwbxtfs.zip and double-click on rmwbxtfs.bat then follow the prompts.
Download File

Top^


Unix Get Log

Description
Used to gather wbxlog info for meeting issues on Linux/Unix/Solaris
Supported OS/Version
Linux/Unix/Solaris: All versions
Supported Cisco WebEx Product Version
All Cisco WebEx meeting service versions
Instructions (How to capture logs)
1.  Save "wbxget.tar" to your home (~) directory
2.  Open a terminal and enter the following:

 

cd ~   (navigate to home directory)
tar -xvvf ./wbxget.tar (extracts wbxget.bin to current location)
chmod +x ./wbxget.bin    (make file executable)
./wbxget.bin    (execute the file)
cp /tmp/webex.tar.gz ~    (copy logs to home directory)

 

3.  Locate webex.tar.gz in your home directory and email us the file
Download File

Top^


WBS Trace Grabber

Description

This is a utility used to gather data once a meeting is no longer in progress for

WBS 28 or higher.

Supported OS/Version
Windows 2K/XP/2K3/Vista
Supported Cisco WebEx Product Version
WBS 28 or higher
Instructions (How to capture logs)
1.  Double-click on wbxtraceget2.exe
2.  Once completed, send the resulting log file to your Support rep.
Download File

Top^


WBX Tracer

Description
This utility gathers logs in a live session related to "in meeting" issues. It is used
for diagnosing various meeting issues like application crashing, teleconference
issues, and meeting connection issues (chat, polling, multimedia, NBR).
Supported OS/Version
Windows 98/NT/2K/XP/Vista/7/10
Supported Cisco WebEx Product Version
J2EE (WBS 21 or higher)
Instructions (How to capture logs)
1.  Double-click on wbxtracer.exe and minimize the window
2.  Start/join your meeting and duplicate the issue
3.  Once issue has occurred, switch back to the minimized wbxtracer window
4.  Click on the folder icon at the top right and choose "Save" or press CTRL+S
5.  Save the file and send us a copy of the file
Download File

Top^


WBX Tracer (Mac)

Description
This utility gathers logs in a live session related to "in meeting" issues. It is used for
diagnosing various meeting issues like application crashing, teleconference issues,
and meeting connection issues (Multimedia and NBR).  NOTE:  Limited logs for
chat and polling issues are captured; please also provide screen shots and detailed
steps of how chat/polling issues occurred.
Supported OS/Version
Macs with Intel CPU processors
Supported Cisco WebEx Product Version
WBS 27 or higher
Instructions (How to capture logs)
1.  Unzip wbxtracer to the Desktop.
2.  Double-click wbxtracer to launch it in a terminal window.
3.  Duplicate the problem.
4.  Go to the wbxtracer terminal window and press Ctrl+C and then close out the
terminal window completely.
5.  Open up Finder and go to the Go->Go to Folder menu and enter /tmp and press Go.
6.  Drag the wbxtracer log from the tmp folder to the Desktop and send us a copy of the file
Download File

Top^


WDL Installer/Uninstaller

Description
This file is used to manually install/uninstall the WebEx Document Loader which is
required for document sharing and remote printing.
Supported OS/Version
Windows 2K/XP/Vista/7/Windows 2003 Server/Windows 2008 Server 32-bit and
Windows Vista/7 64-bit
Supported Cisco WebEx Product Version
WBS 26 or higher
Instructions (How to install/uninstall)
INSTALL:
1. Open WDLInstall.zip and extract all contents to a temporary location
2. Browse to temporary location and run WDLInstall.msi to begin installation
3. Follow the instructions on the screen to install the WebEx Document Loader

 

UNINSTALL
1. Open WDLInstall.zip and extract all contents to a temporary location
2. Browse to temporary location and run WDLInstall.msi to begin removal
3. Click "Next" in the first screen and then select "Remove" and click "Next"
4. Follow the instructions on the screen to remove the WebEx Document Loader
Download File

Top^


WebEx Java Applet Removal Utility

Description
Removes WebEx Java Applets along with some certificates specific to WebEx.
Supported OS/Version
Windows XP/Vista/7/Mac OS 10.5 or higher
Supported Cisco WebEx Product Version
All Cisco WebEx meeting service versions
Instructions (How to capture log)
1.  Download the webex_java_removal_tool.zip using the link below.
2.  Extract the webex_java_removal_tool folder from the archive.
3.  Double-click the webex_removal_agent.jar icon to run the application
4.  Follow the onscreen instructions
Download File

Top^


WRF2WMV Converter

Description
This utility allows user to convert multiple WRF files generated by recording
WebEx meeting on a local machine to WMV file format in one batch.  After
installation, additional usage details can be found in a README file in the installation directory.
Supported OS/Version
Windows XP/Vista/7 32-bit and Windows Vista/7 64-bit
Supported Cisco WebEx Product Version
WBS 27 or higher
Instructions (How to install/uninstall)
INSTALL:
1. Open atwrf2wmv.zip and extract all contents to a temporary location
2. Browse to temporary location and run atwrf2wmv.msi to begin installation
3. Follow the instructions on the screen to install the WebEx Converter

 

UNINSTALL:
1. Open atwrf2wmv.zip and extract all contents to a temporary location
2. Browse to temporary location and run atwrf2wmv.msi to begin removal
3. Click "Next" in the first screen and then select "Remove" and click "Next"
4. Follow the instructions on the screen to remove the WebEx Converter
Download File

Top^


Connect Logger

Description
This logger enables debugging in Cisco WebEx Connect and gathers the required logs.
Supported OS/Version
Windows XP/Vista
Supported Cisco WebEx Product Version
Cisco WebEx Connect C4 or higher
Instructions (How to capture logs)
1. Download the connectlogger2.zip file using the link above.
2. Extract the connectlogger2.exe application from the archive.
3. Double-click the connectlogger2.exe icon to run the application.
4. Follow the onscreen instructions carefully.

 

(When running connectlogger2.exe, please make sure you do not click "OK" on the
2nd popup window until issue you are experiencing has occurred. Once completed,
send the resulting connectlogs.rar to your WebEx Support representative.)
Download File

Top^


3rd Party Utilities

HTTP Analyzer

Description
HTTP Analyzer is a tool that allows you to monitor, trace, debug and analyze HTTP/
HTTPS traffic in real-time.
Supported OS/Version
See HTTP Analzyer page:
http://www.ieinspector.com/httpanalyzer/download.html
Supported Cisco WebEx Product Version
All WBS versions
Instructions (How to capture logs)
1. First start up HTTP Anlayzer Standalone version.
2. Click the "Start" button
3. Duplicate the issue being experienced
4. Once issue has occurred, click the Stop icon
5. Click on "Save" in HTTP Analzyer toolbar and save as a .halog file
6. Send the saved file to your support rep
Download File

Top^


Process Monitor

Description
A 3rd party utility for issues where real time file/registry/process activity needs to be
captured.  See below link to Microsoft page for more information.
Supported OS/Version
See Microsoft page:
http://www.microsoft.com/technet/sysinternals/utilities/processmonitor.mspx
Supported Cisco WebEx Product Version
All WBS versions
Instructions (How to capture logs)
document
See attached document for detailed usage steps.
Download File

Top^


Webcam Diagnostics

Description
This is a webcam diagnostic application used for troubleshooting issues with webcams
not working in a WebEx meeting.
Supported OS/Version
Windows 98/NT/2K/XP/Vista
Supported Cisco WebEx Product Version
All WBS versions
Instructions (How to capture logs)
Please do the following before trying to join a meeting:

 

1.  Download and save "Diagnosis.zip" to your Desktop.
2.  Open "Diagnosis.zip" and double click on "Vidcap.exe" and choose "Diagnosis".
3.  Once diagnosis is complete, select/highlight all the results and copy/paste it into a
text document.
4.  Once completed, close VidCap Diagnosis and double-click on "Captest.exe"
(This will start streaming the webcam video to make sure it's working properly.  Make
sure the video works and shows up during "Captest.exe")
5.  Send the results captured from the diagnosis to your support agent and inform them
of the result (successful or unsuccessful) of your Capture Test
Download File

Top^


Webcam Tracer

Description
This is a utility used to gather data related to video freezing issues within a WebEx session.
Supported OS/Version
Windows 98/NT/2K/XP/Vista/7
Supported Cisco WebEx Product Version
All WBS Versions
Instructions (How to capture logs)
1.  Set Capture file
    a.  Launch amcap.exe
    b.  Go to "File", then select "Set Capture File"
    c.  Set your destination folder and name for your file.
    d.  After you set your name, it will ask you to set the file size.  Set this 50 MB.

 

2.  Select Device
    a.  Click on the "Devices" menu and choose your camera.
    b.  Under the "Options" menu, select "Preview".  You should now see your video.

 

3.  Start Capture
    a.  Go to the "Capture" menu and select "Start Capture".
    b.  During the video capture, please observe the video panel to see if it freezes up.

 

4.  Saving the Capture file
    a.  Go to the "File" menu and select "Saved Captured Video".
    b.  Rename your file and save.
    c.  Check the file.  It should be the correct file size for your capture.

 

Testing:

 

Please use amcap.exe to see if you can duplicate the video freezing that you experienced
in the WebEx session.

 

During the video capture, please observe the Amcap video window to see if your video
freezes.

 

Please make sure that this is tested on the computers that experienced the video freezing in
WebEx sessions.

 

Since this issue in the WebEx sessions is intermittent, it would be best to test this more than
once on the computer experiencing the problem.  We are trying to determine if the video
freezing also occurs while using other video capturing software.
Download File

Top^


Windows Debugging Tool

Description
This Microsoft utility is used to gather Windows logs generated during application crashes.
Supported OS/Version
See Microsoft page:
http://www.microsoft.com/whdc/DevTools/Debugging/default.mspx
Supported Cisco WebEx Product Version
All WBS versions
Instructions (How to capture logs)
1.  Go to http://www.microsoft.com/whdc/DevTools/Debugging/default.mspx and download
Windows Debugging Tools
2.  Once download completes, install Windows Debugging
3.  After the installation completes, go to Start > Run
4.  In the "Run" field, input the following command exactly as shown then press Enter:

 

"c:\Program Files\Debugging Tools for Windows\windbg.exe" -I

 

*NOTE:  It may be easiest to copy the entire command and paste it into the Run field.  Also,
this is assuming you installed the Windows Debugger into the default location.

 

5.  After submitting the command, make sure it says "WinDbg was successfully installed as the
default postmortem debugger."
6.  Now try duplicating the issue
7.  When crash happens, the debugger window will pop up.
8.  Please input the following in the "Command" window that appears:  .dump /ma c:\crash.dmp
Download File

Top^


Wireshark (Ethereal)

Description
This 3rd party utility captures data for complex network connectivity type issues.
Supported OS/Version
See Wireshark Homepage:
http://www.wireshark.org/download.html
Supported Cisco WebEx Product Version
All WBS versions
Instructions (How to capture logs)
document
See attached document for detailed usage steps.
Download File

Top^


Attachments

    Outcomes