This article covers basic troubleshooting steps for Cisco Webex Meeting Scheduler for O365 and data to gather before contacting support.

Webex Meeting Scheduler Add-in is missing for O365

Try the below Troubleshooting Tips:

1. Go to the Microsoft AppSource and click the Get it now button.

• When prompted for your credentials, log into your work Outlook account, not your Microsoft Live account.
• Relaunch Outlook.
• If you do not have permission to install the add-in, please get in touch with your local IT.
• If you are an admin, ensure you have followed the steps mentioned in the article below:
  • Install the Webex Scheduler for Microsoft 365 or on-premises Exchange.

2. Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
3. Please login to webmail and check if the add-in is available when scheduling a Meeting. Ensure you are logging into your work Outlook account.
4. Remove and re-add Webex the add-in.

• In Outlook, click Home > Get Add-ins on the ribbon. Go to My Add-ins. Locate the Cisco Webex Scheduler add-in. Click the three dots and click remove.
• Re-add the plugin. Refer to Step 1 for instructions.

Still having issues?

1. If these steps don't resolve the problem, please contact Webex Technical Support with the information below.
2. What is the Webex site URL? (Example: SITENAME.webex.com)
3. Email address of the affected user(s).
4. Was the add-in ever available, or did it disappear recently?
5. Scope of the issue:

• How many users are affected?
• Are they added to the same organization? 

6. What is the version of the operating system?
7. Is the user using Outlook or Outlook 365?
8. What is the version, and is it officially supported?
9. Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
10. Is the user logging into the desktop version of Outlook or the webmail (on the browser)?

Plugin or Outlook freezing / crashing:

1. Please login to webmail and check if the add-in is available when scheduling a Meeting. Ensure you are logging into your work Outlook account.
2. Remove and re-add Webex the add-in.

• In Outlook, click Home > Get Add-ins on the ribbon. Go to My Add-ins. Locate the Cisco Webex Scheduler add-in. Click the three dots and click remove.
• Verify if Outlook is still crashing or freezing when the add-in is not installed.

3. Reinstall the add-in. Go to the Microsoft AppSource and click the Get it now button.

• When prompted for your credentials, ensure that you log into your work Outlook account and not your personal Microsoft Live account.
• Relaunch Outlook.
• If you do not have permission to install the add-in, please contact your local IT.
• If you are an admin, ensure you have followed the steps mentioned in the article below:
  • Install the Webex Scheduler for Microsoft 365 or on-premises Exchange

4. Check for Outlook and Windows updates.
5. Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.

Still having issues?
Please gather the following information and contact Webex Technical Support.

1. What is the Webex site URL? (Example: SITENAME.webex.com)
2. Email address of the affected user/users.
3. Are there any error messages?
4. When did the issue start occurring? Has this ever worked in the past?
5. Scope of the issue:

• How many users are affected?
• Has the user tried it on another device?

6. What is the version of the operating system used?
7. Is the user using Outlook or Outlook 365?
8. What is the version, and is it officially supported?
9. Were any changes made (OS updates/ Outlook updates / Internal IT software updates)?
10. Is the user logging into the desktop version of Outlook or the webmail (on the browser)?

Unable to log in or set up the account:

1. If you are an admin, verify if Webex Meetings has been authorized to access Microsoft 365 tenant data. For more details, refer to the article below:

• Deploy and configure the Webex Scheduler for Microsoft Outlook

2. Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
3. Try to log in to the account on the web browser by manually typing in the password.

• If it fails, reset the password.
  • Reset or create your password

4. Please login to webmail and check if the add-in is available when scheduling a Meeting. Ensure you are logging into your work Outlook account.
5. Remove and re-add Webex the add-in.

• In Outlook, click Home > Get Add-ins on the ribbon. Go to My Add-ins. Locate the Cisco Webex Scheduler add-in. Click the three dots and click remove.

6. Reinstall the add-in. ​​​​​​Go to the Microsoft AppSource and click the Get it now button.

• When you are prompted for your credentials, ensure that you are logging into your work Outlook account and not your personal Microsoft Live account.
• Relaunch Outlook.
• If you do not have permission to install the add-in, please get in touch with your local IT.
• If you are an admin, ensure you have followed the steps mentioned in the article below:
  • Install the Webex Scheduler for Microsoft 365 or on-premises Exchange

7. Check for Outlook and Windows updates.
8. 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?

9. Try it on a different network (for example, connect your device to a mobile hotspot or router).
10. If the issue is related to the network, please contact your IT. 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 Webex site URL? (Example: SITENAME.webex.com)
2. Email address of the affected user/users.
3. Are there any error messages?
4. When did the issue start occurring? Has this ever worked in the past?
5. Scope of the issue:

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

6. What is the version of the operating system used?
7. Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
8. Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
9. Is the user logging into the desktop version of Outlook or the webmail (on the browser)?

Outlook invitation is not populated with the meeting details or cannot edit/delete an existing meeting using the add-in:

1. If the issue is related to updating/deleting the meeting info, verify if you have logged in to the same Webex account, as the one you used to schedule the meeting.
2. Was the meeting scheduled via the Webex site?

• If yes, the meeting needs to be update/deleted via the web scheduler.

3. If you are an admin, verify if Webex Meetings has been authorized to access Microsoft 365 tenant data. For more details refer to the article below:

• Deploy and configure the Webex Scheduler for Microsoft Outlook

4. Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
5. Try to login to the account on the web browser and check if you can schedule a new meeting.

• If the issue is related to an existing meeting, is the meeting showing up under the list of upcoming meetings?

6. Verify if you are using the correct "from" email address when scheduling or updating the meeting.
7. Try to schedule a new meeting. Can this new meeting be edited or cancelled?
8. Try to schedule a regular meeting on Outlook, without adding the Webex information. Can you edit this meeting after it has been scheduled?

• If not, the issue is related to Outlook. Please contact your local IT.

9. If it is an existing meeting:

• Who is listed as the host?
• What is the email address associated to the account?
• Was this meeting scheduled on behalf of someone else?
  • If yes, verify if you have been provided delegate access on Webex and Outlook.
• Is the meeting currently in progress?
  • If yes, the invite can only be updated once the meeting has ended.

10. Was your account deleted and recreated by an admin?

• This will create a new host ID causing a mismatch.
  • Create a new meeting and note down the host ID associated with this meeting. Does it match with the one for the older meeting?
  • Deactivate the PT plugin on Outlook > Relaunch Outlook > Cancel the Outlook appointment > Re-enable the plugin > Relaunch Outlook.

11. If the meeting was scheduled on behalf of another user:

• Have the right scheduling permissions been provided on the Webex website and Outlook?
  • Allow another host to schedule meetings or training sessions on your behalf
  • Allow someone to schedule Webex Meetings on your behalf in Microsoft Outlook
  • Revoke and regrant the delegate access on the Webex site.

12. If possible, please login to webmail and check if the add-in is available when scheduling a Meeting. Ensure you are logging into your work Outlook account.

• If the issue is related to an existing meeting, try editing it while using webmail.

13. Remove and re-add Webex the add-in.

• In Outlook, click Home > Get Add-ins on the ribbon. Go to My Add-ins. Locate the Cisco Webex Scheduler add-in. Click the three dots and click remove.

14. Reinstall the add-in. ​​​​​​Go to the Microsoft AppSource and click the Get it now button.

• When you are prompted for your credentials, ensure that you are logging into your work Outlook account and not your personal Microsoft Live account.
• Relaunch Outlook.
• If you do not have permissions to install the add-in, please contact your local IT.
• If you are an admin, ensure you have followed the steps mentioned in the article below:
  • Install the Webex Scheduler for Microsoft 365 or on-premises Exchange

15. Check for Outlook and Windows updates.
16. 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?

17. Try it on a different network (for example, connect your device to a mobile hotspot or router).
18. If the issue is related to the network, please contact your IT. Provide them 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 Webex site URL? (example: SITENAME.webex.com)
2. Email address of the affected user/users.
3. Are there any error messages?
4. When did the issue start occurring? Has this ever worked in the past?
5. Scope of the issue:

• How many users are affected?
• Are they added to the same organization?

6. Is the user trying to update an existing meeting? If yes, what is the meeting number?
7. What is the version of the operating system used?
8. Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
9. Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
10. Is the user logging into the desktop version of Outlook or the webmail (on the browser)?

Schedule on behalf issues

1. Have the right scheduling permissions been provided on the Webex website and Outlook?

• Allow another host to schedule meetings or training sessions on your behalf
• How Do I Troubleshoot Schedule on Behalf of Issues?

2. Can you schedule a meeting on behalf of the other user on the Webex website?

• Schedule a Webex meeting on behalf of another host

3. Check if you are using the same email in Outlook as the one listed on your Webex profile.
4. Verify if you are using the correct “From:” email address when scheduling the meeting.
5. Verify if you are logged in to the correct Webex account on the add-in.
6. Can you schedule a meeting for yourself using the add-in?
7. Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
8. Revoke and regrant the delegate access on the Webex site.
9. Revoke and regrant the delegate access on Outlook.
10. If possible, please login to webmail and check if the add-in is available when scheduling a Meeting. Ensure you are logging into your work Outlook account.

• If the issue is related to an existing meeting, try editing it while using webmail.

11. Remove and re-add Webex the add-in.

• In Outlook, click Home > Get Add-ins on the ribbon. Go to My Add-ins. Locate the Cisco Webex Scheduler add-in. Click the three dots and click remove.

12. Reinstall the add-in. ​​​​​​Go to the Microsoft AppSource and click the Get it now button.

• When you are prompted for your credentials, ensure that you are logging into your work Outlook account and not your personal Microsoft Live account.
• Relaunch Outlook.
• If you do not have permissions to install the add-in, please contact your local IT.
• If you are an admin, ensure you have followed the steps mentioned in the article below:
  • Install the Webex Scheduler for Microsoft 365 or on-premises Exchange

13. Check for Outlook and Windows updates.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the Webex site URL? (Example: SITENAME.webex.com)
2. User details (email address):

• Email address of the user scheduling the meeting.
• Email address of the user for whom the meeting is being scheduled.

3. Are there any error messages?

• Screenshot of the issue.

4. When did the issue start occurring? Has this ever worked in the past?
5. Does the user have multiple email accounts configured on Outlook?
6. Is the user’s email address associated with multiple Webex accounts?
7. What is the version of the operating system used?
8. Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
9. Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
10. Is the user logging into the desktop version of Outlook or the webmail (on the browser)?