Troubleshooting Common Issues: Webex Breakout Sessions
Troubleshooting Common Issues: Webex Breakout Sessions
Break out session not available in a meeting
Unable to use the breakout session in a meeting
This article covers basic troubleshooting steps for Webex Breakout Sessions and data to gather before contacting support.
Unable to see the Breakout session option in the meeting:
Troubleshooting Tips:
- If the issue is affecting multiple participants, check for the Service Status.
Note: Check if the Breakout session option is available in the top menu bar.
If unable to see the Menu Bar: Click on Show Menu Bar and then look for the Breakout Sessions option.
- If the meeting does not have a cohost:
- Assign a cohost role to the participant, and check if that participant sees the option for a breakout session in the menu bar. Click here to learn how to assign a cohost.
- Start the meeting using the Web App and check if the Breakout session option is available. Click here to learn how to start the meeting using Web App.
- Check if you can choose a different session type while scheduling a meeting. If not, contact the administrator to have it enabled. Click here: Contact information for the Webex site administrator.
Note: Even if Breakout sessions are enabled, the original session type may not show the option for Breakout sessions.
- Uninstall the meeting application, and run the Meeting Services Removal Tool or Mac Cisco Webex Uninstaller.
- Manually download the Meeting / Event / Training application from the site where the user is trying to start or join the meeting.
- Open your Webex site URL (example: SITENAME.webex.com) and go to Download.
- Contact local IT for assistance if the user needs administrative privileges to install the program.
Still having issues?
Please gather the following information and contact Webex Technical Support.
- How are you trying to start or join the meeting? (Meeting Application, Webex App, Web App, Mobile App, or Video Endpoint?). Click here to learn more.
- What is the exact error message displayed?
- Take a Screenshot of the error message (if any).
- What is the Meeting / Event / Session number?
- What is the Webex site URL? (example: SITENAME.webex.com)
- Email address of the affected user.
- Is the affected user the host, a panelist, or a participant?
- What is the Webex Meeting application version?
- Is the problem present at all meetings, or only at certain ones?
- Do the breakout sessions appear in the meeting scheduler's advanced options?
- When did the problem first occur?
- Has it ever worked before?
- If it worked in the past, were any modifications made (OS/network/browser/user account/org settings/site upgrade)?
- Do you have administrative rights to install applications on the computer?
Was this article helpful?