This article covers basic troubleshooting steps for Webex Site Access issues and data to gather before contacting support.

Page Loads Slowly or Site cannot be accessed (PCBD / Error 404 / Page load error)
 

1. Check if you are not using an old bookmark.
2. Check if you can access other public websites.
3. 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 that’s already open. A private window has a dark Smart Search field with white text.
  • If it works, clear browser cache and then retest.
    • Clear Cache and Cookies in your Web Browser

4. 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?

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

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

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 that is seen?
2. What is the Webex site URL? (Example: SITENAME.webex.com)
3. Email address of the affected user/users.
4. Scope of the issue

• How many users are affected?
• Are they using the same network?

5. When did the issue start occurring?
6. Were there any changes made (OS/ network/browser/subscription/user account/site settings)?
7. What is the browser and the version of the operating system used?
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. Is the user using a hardwired connection or Wi-Fi?
12. Screenshot of the error message.