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

Report Not found / Generated
 

1. If the issue is affecting multiple participants, check for Service Status.
2. Has it been over 24 hours since the meeting has ended?
3. Are you logged in to the correct Webex site?

• Go to the Sign-In page and log in with the host account.

4. Are you logged in to the correct host account?

• Log in your Webex site > click on your name in the top right corner > select My Profile.

5. Is the session a Meeting / Webinar / Training? Are you pulling up the correct report?

• View Reports for Your Cisco Webex Site
• For example: Are you trying to pull up a Webinar Summary for a meeting?

6. Are you looking up the correct date range?

• Are you trying to pull it up for a duration longer than what is supported?

7. Test on an alternate browser or incognito window.

• Google Chrome: Click on the three dots in the top right corner of the browser or Ctrl + Shift + N.

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

• Microsoft Edge: Click on the three dots in 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.
  • If it works, clear browser cache and cookies.
    • Clear Cache and Cookies in your Web Browser

Still having issues?

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

1. What is the Webex site URL? (Example: SITENAME.webex.com)
2. Email address of the affected user/users.
3. Is there an error message that is seen?
4. Screenshot of the reports page or the error message.

5. Scope of the issue:

• Since when does the issue occur?
• Are any other users in the organization affected?
• Can the administrator generate the report from the admin page?

6. Which specific report is the user trying to pull up?

•  View Reports for Your Cisco Webex Site

7. Are other types of reports available?
8. Are there any reports available for other/previous meetings or sessions?
9. What is the browser and the version of the operating system used?
10. Meeting number of the affected meeting.

Page Errors When Trying to Pull up the Report

1. If the issue is affecting multiple participants, check for Service Status.
2. Test on an alternate browser or incognito window.

• If it works, clear the browser cache and cookies.
  • Clear Cache and Cookies in your Web Browser

3. 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?

4. Test on an alternate device on the same network.
5. Try it on a different network (for example, connect your device to a mobile hotspot or router).
6. Test on an alternate device on a different network.
7. Clear the DNS cache by going to the command prompt and typing ipconfig /flushdns.
8. If the issue is related to the network, please get in touch with your internal IT and provide the following articles:

• How Do I Allow Webex Meetings Traffic on My Network?
• Network Requirements for Webex Services

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the exact error message that is seen?
2. What is the Webex site URL? (Example: SITENAME.webex.com)
3. Email address of the affected user(s).
4. Scope of the issue:

• How many users are affected?
• Are they all added to the same organization?
• Are they using the same network connection?
• Can the administrator pull up the report from the admin page?

5. When did the issue start occurring?
6. Which specific report is the user trying to pull up?
7. Are other types of reports available?
8. Were any changes made (OS/ network/browser/subscription/user account/site settings)?
9. What is the browser and the OS version?
10. Does the issue occur across different devices and operating systems?
11. Is the user working from home or the office, or any other place?
12. Is the user using a VPN or proxy?
13. Is the user using a hardwired connection or Wi-Fi?
14. Screenshot of the error message.

Incomplete Report

1. If the issue is affecting multiple participants, check for Service Status.
2. Has it been over 24 hours since the meeting ended?
3. Are you looking at the final report or the preliminary report?
4. Are you looking at the exported report or the information presented on the webpage? By design, the webpage will only display partial information.
5. Does the CSV file that is exported contain garbage values? If yes:

• Try opening the file on another computer. If the file still contains the garbage values, the issue is not related to Webex. Please get in touch with your local IT if it is an issue caused by MS Excel.

1. What is the Webex site URL? (Example: SITENAME.webex.com)
2. Email address of the affected user/users.
3. Copy of the report.
4. Which specific report is the user trying to pull up?
5. What specific information is missing?
6. Are other types of reports affected?
7. Is the missing information available for other/previous meetings or sessions?
8. What is the browser and OS the version?
9. Meeting number of the affected meeting.