This article covers basic troubleshooting steps for Webex App Messaging and data to gather before contacting support.

Unable to access the Webex app:

1. Has the hosting account been verified? 

• Check if you have received verification email and click the link to activate your account.
• If necessary, ask the admin to resend the activation email from Control Hub.
  • Resend an Invitation Email from Cisco Webex Control Hub.
• If required, request your site administrator to delete and re-add your account. Click the link in the email to activate your account.

2. Check to see whether your account is inactive.

• The account needs to be activated by an admin. Contact your Webex Site Administrator to get your account activated.  
  • Error: 'Your account has been deactivated. Please contact your site administrator.'
  • Users list in Control Hub

3. Check if your account is active.

• If the issue is affecting multiple participants, check for Service Status.
• Try to log in to the web app.
  • Manually type in the password instead of using the browser's saved password.
  • If necessary, test on an alternate browser or incognito window. 
    • Google Chrome: Click on the three dots on the top right corner of the browser or Ctrl + Shift + N.

• Firefox: Click on the three dashes on the top right corner of the browser or Ctrl + Shift + P.

• Microsoft Edge: Click on the three dots on the top right corner of the browser or Ctrl + Shift + N.

• Safari: In the Safari app on your Mac, choose File > New Private Window, or switch to a private window. A private window has a dark Smart Search field with white text.

4. If the issue is occurring even on the web app, reset the password using the Forgot password option and try logging in with the new password. How to Reset or create your password?
5. Try on a separate device connected to the same network.
   • If the problem persists on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
   • Try it on a different network (for example, connect your device to a mobile hotspot or router).
   • If the problem is network-related, contact your local IT and share these articles:
     • How Do I Allow Webex Meetings Traffic on My Network?
     • Network Requirements for Webex Services
6. Uninstall the desktop app.
   • Clear the app cache.
   • Reinstall the latest version. Click here to download Webex App.
     • How Do I Clear the Cache for Webex?
     • How Do I Clear the Webex Cache on a Mac?
7. If you are using a VPN connection/proxy, try it after disabling the VPN connection/proxy.
   • How Do I Reset the Browser Proxy Settings Using the Command Prompt?

Still having issues?

If these steps, don't resolve the problem, please contact Webex Technical Support with the below information.

1. What is the exact error message?
2. Email address of the affected user/users.
3. Scope of the issue:

• How many users are affected?
• Are they all added to the same organization?
• Are they using the same network connection? 

4. Is the user logging in for the first time? If not, when was the last time the user managed to log in successfully?
5. What is the version of the operating system?
6. Were there any changes made (OS/ network/browser/subscription/user account/org settings)?
7. Does the issue occur across different devices and operating systems?
8. Is the user working from home or the office or any other location?
9. Is the user using a VPN connection or proxy?
10. Is the user using a hardwired/ethernet connection or Wi-Fi?
11. Capture the screenshot of the error message.
12. What is the version of the Webex App?

• Webex App | Find Your App Version

Application crashing / freezing / not responding or over utilization of resources (RAM/Processor)

Try to replicate the issue on the web app.

1. Test on a personal device, like the mobile app. If possible, also test on a different network (for e.g., cellphone network).
2. Try on a separate device connected to the same network.
   • If the problem persists on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
   • Try it on a different network (for example, connect your device to a mobile hotspot or router).
   • If the problem is network-related, contact your local IT and share these articles:
     • How Do I Allow Webex Meetings Traffic on My Network?
     • Network Requirements for Webex Services
3. If the computer hasn’t been restarted in a while, restart the computer.
4. Ensure the OS and the Webex App is up to date.

• Webex App | Update the app to the latest release

5. If possible, reset the Webex Database. Go to Help > Health Checker > Reset.
6. Uninstall the Webex app. Clear the app cache. Reinstall the latest version via https://www.webex.com/downloads.html.

• How Do I Clear the Cache for Webex?
• How Do I Clear the Webex Cache on a Mac?

7. Try disabling Proxy or VPN.

• How Do I Reset the Browser Proxy Settings Using the Command Prompt?

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. Is there an error message that is seen on the screen? If yes, what is the exact error message?
2. Email address of the affected user/users.
3. Scope of the issue:

• How many users are affected?
• Are they all added to the same organization?
• Are they using the same network connection? 

4. What is the version of the operating system used?
5. When did the issue start occurring?
6. Does the issue occur when performing a specific action (for e.g., sharing the screen, starting a meeting, sharing a file, etc.)?
7. Were there any changes made (OS/ network/browser/subscription/user account/org settings)?
8. Does the issue occur across different devices and operating systems?
9. Is the user working from home or the office or any other place?
10. Is the user using a VPN or proxy?
11. Screenshot of the error message.
12. What is the version of the Webex App?

• Webex App | Find Your App Version

Issues sending or receiving messages/files

1. Try to replicate the issue on the web app.
2. Try on a separate device connected to the same network.
   • If the problem persists on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
   • Try it on a different network (for example, connect your device to a mobile hotspot or router).
   • If the problem is network-related, contact your local IT and share these articles:
     • How Do I Allow Webex Meetings Traffic on My Network?
     • Network Requirements for Webex Services
3. Check with the admin if they have set up any restrictions that are causing the issue.

• Control messaging with external users in your Webex App spaces
• Prevent people from sharing files

4. Ensure the OS and the Webex App is up to date.

• Webex App | Update the app to the latest release

5. If the issue is related to sending a file, send another test file, preferably of a different type, to find out if it affects all files.
6. If possible, reset the Webex Database. Go to Help > Health Checker > Reset.
7. Uninstall the Webex app. Clear the app cache. Reinstall the latest version via https://www.webex.com/downloads.html.

• How Do I Clear the Cache for Webex?
• How Do I Clear the Webex Cache on a Mac?

8. If you are using a VPN connection/proxy, try it after disabling the VPN connection/proxy.

• How Do I Reset the Browser Proxy Settings Using the Command Prompt?

9. If the issue is related to the network, please contact your IT. Provide them with the article below:

• Network Requirements for Webex Services

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. Is there an error message that is seen on the screen? If yes, what is the exact error message?
2. User details:

• Email address of the sender.
• Email address of the receiver.

3. Does the space contain external users?
4. Does the issue occur only when interacting with a specific person or in a specific space?
5. Can other users in the same space send messages/files?
6. What is the version of the operating system used?
7. When did the issue start occurring?
8. Were there any changes made (OS/ network/browser/subscription/user account/org settings)?
9. Does the issue occur across different devices and operating systems?
10. Is the user working from home or the office or any other place?
11. Is the user using a VPN or proxy?
12. Screenshot of the error message if any.
13. What is the version of the Webex App?

• Webex App | Find Your App Version

Status integration issues

1. Relaunch Outlook and the Webex App.
2. Check if the setting to view the status on Outlook is enabled.

• Webex App | Connect Your Microsoft Outlook Account

3. If you have a paid account, check with the administrator if they have completed the steps listed in the article below.

• Enable Webex App Users' Status to Display in Microsoft Outlook

4. Are there any other applications conflicting with Webex (for e.g., Microsoft Teams)?
5. Reset the Outlook integration (Windows Only). Go to Help > Health Checker > Outlook integration > Reset Integration.
6. Reset the Webex Database. Go to Help > Health Checker > Reset.
7. Uninstall the Webex app. Clear the app cache. Reinstall the latest version via https://www.webex.com/downloads.html.

• How Do I Clear the Cache for Webex?
• How Do I Clear the Webex Cache on a Mac?

8. Ensure the OS and the Webex App is up to date.

• Webex App | Update the app to the latest release

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. Is there an error message that is seen on the screen? If yes, what is the exact error message?
2. Email address of the affected user/users.
3. Is it a paid account or a free account?
4. What is the version of the operating system used?
5. When did the issue start occurring? Has it ever worked?
6. Were there any changes made (OS/ network/browser/subscription/user account/org settings)?
7. Does the issue occur across different devices and operating systems?
8. Is the user working from home or the office or any other place?
9. Is the user using a VPN or proxy?
10. Screenshot of the issue.
11. What is the version of the Webex App?

• Webex App | Find Your App Version