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Dec 8, 2020 | view(s) | people thought this was helpful

What are the Steps to Troubleshoot Webex Desktop Proximity Issues?

Webex Proximity troubleshooting

What are the steps to troubleshoot Webex Proximity issues?

How do I troubleshoot Webex Desktop Proximity?

What are the triage steps for Webex Proximity troubleshooting?

What needs to be checked when Webex Proximity pairing is failing?

Check the following when troubleshooting issues with Webex Proximity Pairing:

  • Ensure the Webex App is updated to the latest version
  • Ensure the user has the correct flags:
    • desktop-ultrasound-proximity
    • desktop-proximity-device-selection
    • desktop-wireless-share
  • Make sure proximity is enabled:
  1. Click the Gear icon, then click on Settings.
The Webex Options panel appears
  1. Click Audio.
  2. Ensure Allow Webex to always discover nearby Webex Room Systems is checked.
User-added image
  1. Open Webex Teams Preferences.
  2. Click the Audio/Video tab.
  3. Ensure Allow Webex to always discover nearby Webex Room Systems is checked:
User-added image
Note: If the above setting is disabled, Windows and Mac users will still be able to Manually Pair and do wireless sharing.
  • Initialize the audio stack
Windows - clear audio stack
  1. Open Task Manager.
  2. Click on the Services tab.
  3. Click the Services button.
  4. Right-click on Windows Audio, and select Restart.
Mac - Reset Core Audio
  1. Open a Terminal window and input: sudo killall coreaudiod
  2. Hit return, input your administrator password and check whether your sound issue is resolved.
  • Check that tokens are being received
    • Check the logs for:
      • 'Ultrasound Token changed on audio device id:'
        This means we are receiving the tokens correctly. We should expect to see this log line every 30 secs as a new token is issued.
It should be followed by the following log line
'Send Ultrasound Token'
Search for a REST request error in the logs returning to ensure that the request has come back correctly. The most common response would be a 401 or 403. In this instance we should check if there was a Cloud Service Outage at the time.
  • Make sure the paired device is broadcasting Ultra-Sound tokens and the level of broadcast is sufficient to pair. Camera microphones must be able to record at 44.1 - 48 khz to accept tokens.
  • Ensure there is no other device (particularly on-prem) broadcasting within range. These devices can be broadcasting at a louder frequency and can interfere with decoding tokens.

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