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To troubleshoot issues related to hands-on lab, the person reporting the problem:

• Must have Access to the lab admin page.
• Have physical Access to the lab machines and also be able to log in to the device.
• Administrative privileges on the lab computer.

If specific attendees cannot join, ensure they are not entering via the Web App or the mobile app, as it is not supported.

Lab Computer(s) is Offline or Unavailable

Troubleshooting Tips:

1. Check if the Access Anywhere Agent is running on the lab computer. – Look for the icon in the system tray.

• If Access anywhere is not running, launch it by clicking the Windows Start menu, then search for Access Anywhere Agent.

2. Check the status of the lab computer, if it is Available, Offline, or, In Session.
3. Restart the lab computer, login to the Windows user account, and verify the Access Anywhere Agent is running and appears in the system tray.

• Does the lab computer now appear in the training session?

4. Check if you can see the process “raagtapp” in the task manager on the lab computer.

• If not, click the Start menu and launch Access Anywhere Agent.

5. Uninstall the Access Anywhere agent via the Control panel > Add or Remove Programs – Look for Webex Access Anywhere Agent.
6. Run the Meeting Services Removal Tool.
7. Ask the lab admin to set the lab computer up again by going to the lab admin page.

• Ensure the computer has been added to the correct lab. Click here for instructions.
• After the setup has been completed, does the computer show up as Available on the list of computers on the lab admin page?
• You should refresh the page to update the status.

8. After performing the reinstallation, the host must end and restart the Hands-on Lab session within the training session.

• Ask the host to connect to the lab computer. If successful, we can infer that the lab computer has been set up correctly.

9. Can the lab admin connect to the remote computer directly?

• There is an option called Connect under the Action column on the lab admin page.
  • Don’t forget to ask the admin to disconnect from the lab computer after conducting this test.

10. If the lab computer is using a VPN connection/proxy, run a test after disabling the VPN connection/proxy. How Do I Reset the Browser Proxy Settings Using the Command Prompt

• Ask the user to contact IT if the issue is related to the VPN or Proxy. Check the Webex Network Requirements WBX264 / WBX000028782.

11. Set up a different computer as a lab computer on the same network.

• Connect the lab computer to a different network.
•  Ask the user to contact IT if the issue is related to the VPN or Proxy. Check the Webex Network Requirements WBX264 / WBX000028782.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. Is this an in-session or an on-demand Hands on Lab?

• If it is an in-session lab, what is the Training Session number?
• If it is an on-demand lab, what is the scheduled start and end time per the email invite?

2. What is the Webex site URL? (example: SITENAME.webex.com)
3. What is the exact error message displayed?

• Take a Screenshot of the error message (if any).

4. Screenshot of the status of the computer/s on the lab administrator page.
5. How many computers were booked while scheduling the session?
6. Scope of the issue:

• Are all the computers unavailable, or is the issue affecting a few computers?
• Are all the participants who are trying to access the affected computer facing the issue?

7. What is the email address of the affected user(s)?
8. When did the problem first appear? Has it ever worked before?
9. Is the lab computer powered on and connected to the internet?
10. What operating system and browser are being used?
11. Is the person reporting the issue a host / lab admin / attendee?

Green Screen / Lab Session Freezing

Troubleshooting Tips:

1. Ask the hands-on lab presenter to access the floating toolbar at the top > More Options (Dropdown arrow) > Access Another Application. Select the name of the application that needs to be accessed and click OK - Does this resolve the issue?

• Ignore this step if the lab computer was set up allowing full desktop access, as this option will be grayed out / not applicable.

2. Ask the participant to leave the hands-on lab session and re-connect to the remote computer.
3. If possible, ask the host to invite you to the session and assign you to the affected lab. Do you face the same issue when you connect?
4. Ask the host to connect to the lab computer – Does the host face the same issue?
5. Ask the host to connect to a different lab computer – Does the host face the same issue?
6. Ask the host to restart the hands-on lab session.

• Note: This will restart all the lab sessions, not just the affected session.

7. Ask the lab admin to physically access the computer and ensure the lab computer is:

• Powered on
• Responsive
• Connected to the internet (also verify the internet bandwidth)
• The application that needs to be accessed is open - This step is only applicable if access was provided to specific applications.
• The Access Anywhere Client is running in the system tray.
• Open the task manager on the lab computer. Is the process “raagtapp” appearing in the task manager?
  • If not, click the start menu and launch Access Anywhere Agent.

8. If access was only granted to specific applications, ask the lab admin to change the preference to allow access to the entire desktop.

• The host will need to end and restart the Hands-on Lab session for the changes to take effect.

9. Restart the lab computer, login to the Windows user account and verify the Access Anywhere Agent is running, and it appears in the system tray.

• What is the status of the lab computer on the lab admin page? Is it Available, Offline or In Session?
• The participant should get reconnected to the session automatically when the lab computer is available.

10. Uninstall the Access Anywhere agent via Control panel > Add or Remove Programs – Look for Webex Access Anywhere Agent.
11. Run the Meeting Services Removal Tool.
12. Ask the lab admin to set up the lab computer again by going to the lab admin page.

• Ensure the computer has been added to the correct lab. Click here for instructions.
• After the setup has been completed, does the computer show up as Available on the list of computers on the lab admin page?
  • You may need to refresh the page to update the status.

13. The host must end and restart the Hands-on Lab session within the training session after performing the reinstallation.
    • Does the issue still persist?
14. If you are using a VPN connection/proxy, try to start or join the meeting after disabling the VPN connection/proxy. How Do I Reset the Browser Proxy Settings Using the Command Prompt.

• If the issue is related to the VPN or Proxy, ask the user to contact IT. Provide the articles WBX264 / WBX000028782.

15. If possible, set up a different computer as a lab computer on the same network.
16. Connect the lab computer to a different network.

•  If the issue is related to the network, ask the user to contact IT. Provide the articles WBX264 / WBX000028782.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. Is this an in-session or an on-demand Hands-on Lab?

• If it is an in-session lab, what is the Training Session number?

2. What is the Webex site URL? (example: SITENAME.webex.com)
3. What is the exact error message displayed?
   • Take a Screenshot of the error message (if any).
4. Screenshot of the status of the computer/s on the lab admin page.
5. Scope of the issue:

• Are all the lab computers affected, or is the issue affecting a few computers?
• Are all the participants who are trying to access the computer facing the issue?

6. Was the lab computer setup to have access to the full desktop or to specific applications?

• If access was provided to specific applications, what are the names of the applications?

7. What is the email address of the affected user/s?
8. When did the problem first appear? Has it ever worked before?
   • If it worked in the past, were any changes made (OS/network/browser/user account/org settings/site upgrade)?

9. Is the person reporting the issue a host / lab admin / attendee?
10. Does the lab admin have physical access to the lab machine right now?
11. Is the lab computer powered on and connected to the internet?
12. What is the OS installed on the lab computer?
13. Is the lab computer located at home or in a corporate office or any other place?
14. Is the lab computer connected using a hardwired connection or Wi-Fi?