Troubleshooting Microsoft Office 365 Webex Scheduler
Troubleshooting Microsoft Office 365 Webex Scheduler
Supporting the Microsoft 365 Webex Scheduler
- Ensure Office applications are entirely up to date along with the parent operating system:
- Supported versions are outlined on the known issues and limitations page. From here, you can review any limitations before troubleshooting: Known Issues and Limitations for the Cisco Webex Scheduler for Microsoft Office
- If the plugin is missing entirely, the Microsoft Outlook or Office 365 team needs to be engaged, as Webex would not have control over this:365 deploy add-in guide
- Remove and re-add the add-in via the "Manage Add-ins" button in Outlook
- This option takes you to the OWA add-in page. Ensure Outlook is closed once redirected: https://help.webex.com/nttajz6/Schedule-and-Join-Meetings-with-Cisco-Webex-Scheduler-for-Microsoft-365#id_96829
- Check functionality both on Outlook and Outlook.office365.com
- If the behavior is the same, ensure HAR logs are pulled while testing functionality within outlook.office365.com. How Do I Generate a HAR File for Troubleshooting Browser Issues?
- If the Outlook client shows an error "we're sorry, we couldn't access the Cisco Webex scheduler, make sure you have a network connection":
- Check to ensure no firewall or proxy services are blocking these connections.
- Gather pcaps from Wireshark (Ethereal) and Charles Web Debugging Proxy before opening a case with Cisco TAC.
- Local Office installation issues can cause failures in the Webex Scheduler. Attempting an Office repair can rectify these issues. For help with Office repair instructions, see https://support.microsoft.com/en-us/office/repair-an-office-application-7821d4b6-7c1d-4205-aa0e-a6b40c5bb88b.
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