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This article covers basic troubleshooting steps for Webex Productivity Tools (PT), and data to gather before contacting support.

Plugin not found
 

1. Check if the OS and Outlook version is officially supported.

• Webex Meetings desktop app and Productivity Tools support

2. Relaunch Outlook.
3. Verify that PT is installed in Control Panel > Programs.
4. Verify if you have logged in to PT. Go to Start > Webex Productivity Tools > Preferences.

• Relaunch Outlook if you had to re-login.

5. Check if the plugin is available in the Outlook settings (File > Options > Add-ins. Check Active/Inactive/Disabled lists).

• If the plug-in is in the disabled list:
  • Go to the bottom of the window where the Manage section is. In the drop-down menu select Disabled items and click Go.
  • Check the box for the Webex PT plug-in and click OK.
  • Relaunch Outlook
• If the plug-in is in the Active list:
  • Go to the bottom of the window where the Manage section is and click Go.
  • Uncheck the box for the Webex PT plugin and click OK.
  • Bring up the list of add-ins again – PT should be showing up in the disabled list.
  • Go to the bottom of the window where the Manage section is. In the drop-down menu select Disabled items and click Go.
  • Check the box for the Webex PT plug-in and click OK.
  • Relaunch Outlook.

6. Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
7. Check for Outlook updates.

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. Was the plugin ever available or did it disappear recently?
4. Scope of the issue:

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

5. What is the version of the operating system used?
6. Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
7. Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?

Cannot find all three options – PCN, PMR, Schedule Meeting while scheduling using PT
 

1. Are these options available via your Webex site?
2. Check if you have the necessary licenses for scheduling meetings on Control Hub > Users.

• Have the admin enable them, if necessary.
  • Edit service licenses in Control Hub for individual users

3. Check if you have the necessary session types enabled on Control Hub > Users.

• Have the admin enable them, if necessary.

4. If the issue is related to scheduling PMR, check if you have the option for Personal Room enabled on Control Hub > Users.

• Manage Personal Rooms for a Webex site in Control Hub.
• Have the admin enable them, if necessary.

5. Log out of Productivity Tools and then log back in.
6. Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
7. Have the admin disable the session type/PMR/license and then enable them again.

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. Scope of the issue:

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

4. What is the version of the operating system used?
5. Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
6. Screenshot of the scheduling options on PT.

Nonresponsive plugin or Outlook freezing / crashing
 

1. Check if the OS and Outlook version is officially supported.

• Webex Meetings desktop app and Productivity Tools support

2. Uninstall Productivity Tools and relaunch Outlook.

• Verify if Outlook is still crashing or freezing when PT is not installed.
• Install PT.
• Login to PT and relaunch Outlook.

3. 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. Email address of the affected user/users.
3. When did the issue start occurring?
4. Are there any error messages?

• Please take a screenshot.

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)?

Unable to login to the account on PT
 

1. Try to login to the account on the web browser by manually typing in the password.

• If it fails, reset the password.
  • How to reset or create your password?

3. Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
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. Try it on a different network (for example, connect your device to a mobile hotspot or router).
6. If the issue is related to the network, please contact your IT. Provide the articles:

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

3. 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. Email address of the affected user/users.
3. Can the user login to their account on the Webex site or the Webex app?
4. When did the issue start occurring?
5. Are there any error messages?

• Screenshot of the error message.

6. Scope of the issue:

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

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 working from home or the office or any other place?
11. Is the user using a VPN or proxy?

Outlook invitation is not populated with the meeting details or cannot edit/delete an existing meeting using PT
 

1. If the issue is related to updating/deleting the meeting info, verify if you have logged in to the same Webex account in PT 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.

4. Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
5. Verify if you are using the correct “from” email address when scheduling or updating the meeting.
6. Schedule a new meeting. Can this new meeting be edited or cancelled?
7. 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.

8. 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.
  • Revoke and regrant the delegate access on Outlook.

9. Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
10. 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?

11. Try it on a different network (for example, connect your device to a mobile hotspot or router).
12. If the issue is related to the network, please contact your IT. Provide the articles:

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

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. Email address of the affected user/users.
3. Meeting number/ meeting details.
4. Are there any error messages?

• Screenshot of the issue.

5. When did the issue start occurring?
6. Scope of the issue.

• How many users are affected?

7. Does the user have multiple email accounts configured on Outlook?
8. Is the user’s email address associated with multiple Webex accounts?
9. Was the meeting scheduled on behalf of another user?
10. What is the version of the operating system used?
11. Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
12. Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
13. Is the user working from home or the office or any other place?
14. Is the user using a VPN or proxy?

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
• Allow someone to schedule Webex Meetings on your behalf in Microsoft Outlook

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

2. Check if you are using the same email in Outlook as the one listed on their Webex profile.
3. Verify if you are using the correct “From:” email address when scheduling the meeting.
4. Verify if you are logged in to the correct Webex account on PT.
5. Can you schedule a meeting for yourself using PT?
6. Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
7. Revoke and regrant the delegate access on the Webex site.
8. Revoke and regrant the delegate access on Outlook.
9. Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
10. 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?
4. Screenshot of the issue.
5. When did the issue start occurring? Has this ever worked in the past?
6. Does the user have multiple email accounts configured on Outlook?
7. Is the user’s email address associated with multiple Webex accounts?
8. What is the version of the operating system used?
9. Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
10. Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?