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

Error messages appear while Starting or Joining a Meeting or Webex Meeting hangs while connecting.

Troubleshooting Tips:

1. If the issue is affecting multiple participants, check for the Service Status.
2. Is your device compliant with the Webex system requirements?
3. Search for the error message on help.webex.com. If you find an article on the same issue, follow the instructions outlined in the article.
4. Check if the necessary entitlements and session types are enabled on Control Hub. You may have to contact your site administrator to get it validated. Click here: Contact information for the Webex site administrator.

• Contact the administrator to enable them from Control Hub. Edit service licenses in Control Hub for individual users.

5. If the issue is relates to starting your personal room meetings, check if Personal Room is enabled from Control Hub > Users.

• Contact the administrator to enable the Personal Room from the Control Hub. Manage Personal Rooms for a Webex site in Control Hub.

6. Launch the meeting from a different browser.
7. Start/join the meeting through the Web App. Click here to join or start Webex Meetings using the web app.
8. Ensure TLS 1.2 is enabled on the browser. Click here to learn more about TLS1.2 and its settings.
9. Uninstall the meeting application. Run the Meeting Services Removal Tool or Mac Cisco Webex Uninstaller.

• Manually download the Meeting / Event / Training application from the site where the user is trying to start or join the meeting. Open your Webex site URL (example: SITENAME.webex.com) and go to Download.

• Contact local IT for assistance if the user needs administrative privileges to install the program.

10. Run network speed tests to verify if the network speed is stable and consistent. Click here to run the test.
11. If you are using a VPN connection/proxy, try to start or join the meeting after disabling the VPN connection/proxy. How Do I Reset the Browser Proxy Settings Using the Command Prompt.
12. Try on a separate device connected to the same network.

• If the problem happens on another device, try a different platform on the same network (for example, macOS, Windows 10/11, mobile OS, and so on).
• Try it on a different network (for example, connect your device to a mobile hotspot or router).
  • If the problem is network-related, contact your local IT and share these articles: WBX264 / WBX000028782.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. How are you trying to start or join the meeting? (Meeting Application, Webex App, Web App, Mobile App, or Video Endpoint?). Click here to learn more.
2. What is the exact error message displayed?

• Take a Screenshot of the error message (if any).

3. What is the Meeting / Event / Session number?
4. Capture the email address of the affected users.

• Did you sign in before joining the meeting, or did the user join as a guest? Are they attending an internal or an external meeting?
  • External users can be restricted from joining meetings. Restrict | Webex Meetings in Control Hub

5. What is the Webex site URL? (example: SITENAME.webex.com)
6. What is the Webex Meeting application version?
7. Scope of the issue:

• How many users are affected?
• Are the affected users working in the same workplace or linked to the same network?

8. Is the affected user the host, a panelist, or a participant?
9. When did the problem first appear? Has it ever worked before?

• If it worked in the past, were any changes made (OS/network/browser/user account/org settings/site upgrade)?

10. Is the problem present at all meetings, or only at certain ones?
11. What operating system and browser are being used?
12. Does the user have administrator privileges to install software on the computer?
13. Is the user working from home, the workplace, or another location?
14. Is the user connected to a VPN or a proxy? How Do I Reset the Browser Proxy Settings Using the Command Prompt
15. Is the user using a wired or wireless connection?