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

Unable to Login

1. Can you sign in using a computer?

• If not, perform the standard steps to resolve login issues.
  • Unable to Login - 'The Username or Password you Typed is Incorrect'
  • Sign-in issues with Webex

2. Does the device meet the system requirements?

• Support for the Meetings mobile app.

3. Is the App on the latest version?

• Webex App | Update the app to the latest release

4. Uninstall and reinstall the app.

• If using an Android device, clear the cache and app data before uninstalling the app.

5. Switch from Wi-Fi to cellular or vice versa and test the issue.

Still having issues?

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

1. Is there an error message? If yes, what is the exact error message?

• Screenshot of the error message.

2. Scope of the issue.

• How many users are affected?
• Are they all added to the same organization?
• Has the user tried on a different network or device?

3. Email address of the affected user/users.
4. What is the Webex site URL? (Example: SITENAME.webex.com)
5. When did the issue start occurring? Is the user signing in for the very first time?
6. Is the site enabled to use single sign-on?
7. Were there any changes made?
8. Is it an Android or iOS device? What is the exact OS version?
9. What is the brand and model of the device?
10. What is the Webex Application version?
11. What is the network connection used (Wi-Fi or cellular or both)?

Application crashing or freezing
 

1. Does the device meet the system requirements? Is the App on the latest version?

• System requirements for Webex services
• Webex App | Update the app to the latest release

2. Uninstall and reinstall the app.

• If using an Android device, clear the cache and app data before uninstalling the app.

3. Switch from Wi-Fi to cellular or vice versa and test the issue.
4. If the issue occurs when joining a meeting or using a specific feature in a meeting, conduct a test on a site that is on a different version and document the results.

• Test it on a different device and document the results. Also include the details (OS, brand, model, and app version) of the device.
• Test your device if feasible, or perhaps ask a co-worker to test it out.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the exact issue and is there an error message?
2. Screenshot of the error message.
3. Email address of the affected user/users.
4. What is the Webex site URL or meeting details? (Example: SITENAME.webex.com)
5. When does the issue occur? For example: When starting a meeting, or signing into the app, etc.
6. When did the issue start occurring?
7. Were there any changes made?
8. Is it an Android or iOS device? What is the exact OS version?
9. What is the brand and model of the device?
10. Scope of the issue:

• How many users are affected?
• Are they all using the same network connection? Have they tried on another device?
• Have they tried reinstalling the app?

11. What is the Webex Application version?
12. What is the network connection used (Wi-Fi or cellular or both)?

Specific Features not Available on the Mobile App
 

1. Is the feature available while using the desktop version?

• If not, check if the option has been disabled on the user’s account preference (on the website), and administrator setting (user preference, common preference, service specific preference, session type).

2. Is the feature supposed to be available when using the mobile app?

• Test it on a different device and document the results.
  • Specify the details (OS, brand, model, and app version) of the device used to conduct the test.

3. Is it a known issue or limitation? 

• Search for known issues and limitations on our Help Center.
• Support for the Webex Meetings mobile app

4. Test in a new meeting using another account. Join the meeting using the affected device.
5. Does the device meet the system requirements? Is the App on the latest version?

• System requirements for Webex services
• Webex App | Update the app to the latest release

6. Uninstall and reinstall the app.

• If using an Android device, clear the cache and app data before uninstalling the app.

7. Switch from Wi-Fi to cellular or vice versa and test the issue.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the exact feature that is not available?
2. Is there an error message?
3. Screenshot of the error message.
4. Email address of the affected user/users.
5. What is the Webex site URL or meeting details? (Example: SITENAME.webex.com)
6. Was the user able to use this feature in the past? If yes, when did the issue start occurring?
7. Were there any changes made?
8. Is it an Android or iOS device? What is the exact OS version?
9. What is the brand and model of the device?
10. What is the Webex Application version?
11. What is the network connection used (Wi-Fi or cellular or both)?