Troubleshooting Common Issues: Webex Productivity Tools
Troubleshooting Common Issues: Webex Productivity Tools
I need help finding PMR while scheduling using Productivity Tools.
I cannot find Schedule Meeting option while scheduling using Productivity Tools.
Outlook is freezing/crashing.
I need help logging in to the account on Productivity Tools.
The Outlook invitation is not populated with the meeting details.
Cannot edit/delete an existing meeting using Productivity Tools.
This article covers basic troubleshooting steps for Webex Productivity Tools (PT), and data to gather before contacting support.
Plugin not found
- Check if the OS and Outlook version is officially supported.
- Relaunch Outlook.
- Verify that PT is installed in Control Panel > Programs.
- Verify if you have logged in to PT. Go to Start > Webex Productivity Tools > Preferences.
- Relaunch Outlook if you had to re-login.
- 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.
- Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
- Check for Outlook updates.
Still having issues?
If these steps, don't resolve the problem, please contact Webex Technical Support with the below information.
- What is the Webex site URL? (Example: SITENAME.webex.com)
- Email address of the affected user/users.
- Was the plugin ever available or did it disappear recently?
- Scope of the issue:
- How many users are affected?
- Are they added to the same organization?
- What is the version of the operating system used?
- Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
- 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
- Are these options available via your Webex site?
- Check if you have the necessary licenses for scheduling meetings on Control Hub > Users.
- Have the admin enable them, if necessary.
- Check if you have the necessary session types enabled on Control Hub > Users.
- Have the admin enable them, if necessary.
- 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.
- Log out of Productivity Tools and then log back in.
- Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
- 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.
- What is the Webex site URL? (Example: SITENAME.webex.com)
- Email address of the affected user/users.
- Scope of the issue:
- How many users are affected?
- Are they added to the same organization?
- What is the version of the operating system used?
- Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
- Screenshot of the scheduling options on PT.
Nonresponsive plugin or Outlook freezing / crashing
- Check if the OS and Outlook version is officially supported.
- 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.
- Check for Outlook and Windows updates.
Still having issues?
Please gather the following information and contact Webex Technical Support.
- What is the Webex site URL? (Example: SITENAME.webex.com)
- Email address of the affected user/users.
- When did the issue start occurring?
- Are there any error messages?
- Please take a screenshot.
- Scope of the issue:
- How many users are affected?
- Are they added to the same organization?
- Are they using the same network?
- What is the version of the operating system used?
- Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
- Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
Unable to login to the account on PT
- Try to login to the account on the web browser by manually typing in the password.
- If it fails, reset the password.
- Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
- If you are using a VPN connection/proxy, try it after disabling the VPN connection/proxy.
- Try it on a different network (for example, connect your device to a mobile hotspot or router).
- 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
- Check for Outlook and Windows updates.
Still having issues?
Please gather the following information and contact Webex Technical Support.
- What is the Webex site URL? (Example: SITENAME.webex.com)
- Email address of the affected user/users.
- Can the user login to their account on the Webex site or the Webex app?
- When did the issue start occurring?
- Are there any error messages?
- Screenshot of the error message.
- Scope of the issue:
- How many users are affected?
- Are they added to the same organization?
- Are they using the same network?
- What is the version of the operating system used?
- Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
- Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
- Is the user working from home or the office or any other place?
- 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
- 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.
- Was the meeting scheduled via the Webex site?
- If yes, the meeting needs to be update/deleted via the web scheduler.
- Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
- Verify if you are using the correct “from” email address when scheduling or updating the meeting.
- Schedule a new meeting. Can this new meeting be edited or cancelled?
- 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.
- 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.
- Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
- If you are using a VPN connection/proxy, try it after disabling the VPN connection/proxy.
- Try it on a different network (for example, connect your device to a mobile hotspot or router).
- If the issue is related to the network, please contact your IT. Provide the articles:
- Check for Outlook and Windows updates.
Still having issues?
Please gather the following information and contact Webex Technical Support.
- What is the Webex site URL? (example: SITENAME.webex.com)
- Email address of the affected user/users.
- Meeting number/ meeting details.
- Are there any error messages?
- Screenshot of the issue.
- When did the issue start occurring?
- Scope of the issue.
- How many users are affected?
- Does the user have multiple email accounts configured on Outlook?
- Is the user’s email address associated with multiple Webex accounts?
- Was the meeting scheduled on behalf of another user?
- What is the version of the operating system used?
- Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
- Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
- Is the user working from home or the office or any other place?
- Is the user using a VPN or proxy?
Schedule on behalf issues
- 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
- Can you schedule a meeting on behalf of the other user on the Webex website?
- Check if you are using the same email in Outlook as the one listed on their Webex profile.
- Verify if you are using the correct “From:” email address when scheduling the meeting.
- Verify if you are logged in to the correct Webex account on PT.
- Can you schedule a meeting for yourself using PT?
- Check if it is a known issue or limitation. Search for known issues and limitations on our Help Center.
- Revoke and regrant the delegate access on the Webex site.
- Revoke and regrant the delegate access on Outlook.
- Quit Outlook > Uninstall and reinstall PT > Sign in > Relaunch Outlook.
- Check for Outlook and Windows updates.
Still having issues?
Please gather the following information and contact Webex Technical Support.
- What is the Webex site URL? (Example: SITENAME.webex.com)
- User details (email address):
- Email address of the user scheduling the meeting.
- Email address of the user for whom the meeting is being scheduled.
- Are there any error messages?
- Screenshot of the issue.
- When did the issue start occurring? Has this ever worked in the past?
- Does the user have multiple email accounts configured on Outlook?
- Is the user’s email address associated with multiple Webex accounts?
- What is the version of the operating system used?
- Is the user using Outlook or Outlook 365? What is the version and is it officially supported?
- Were there any changes made (OS updates/ Outlook updates / Internal IT software updates)?
Was this article helpful?