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

Meeting application randomly Freezes or Crashes.

Cause: This issue may occur due to high resource consumption. For example, Excessive usage of Ram/Processor causes the machine to freeze or crash.

Troubleshooting Tips:

1. Is your device compliant with the Webex system requirements?
2. Can the issue be replicated while using the Web App? Get started with the Webex Meetings web app.
3. 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.

4. 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).
   • 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.
5. Check that your graphic, camera, and audio drivers are all up to date: Cisco Webex and 3rd Party Support Utilities.

• Contact your local IT department or the computer manufacturer for assistance in upgrading the drivers.
• Check if any security software is installed on the machine that is creating this problem.
  • Whether feasible, deactivate it momentarily to see if the problem remains.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the exact error message displayed?

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

2. What is the Meeting / Event / Session number?
3. What is the Webex site URL? (example: SITENAME.webex.com)
4. What is the Webex Meeting application version?

5. What is the version of the OS and browser?
   • If the user is using macOS, have the OS permissions been granted?
6. Is the problem easily reproducible, and is there a specific pattern observed?

• For instance, does the meeting crash or stall when utilizing the virtual background, sharing content, switching audio devices?

7. Is the user sharing webcam video while using a Virtual Background?
   • If yes, can the problem be reproduced when the virtual background is turned off?
8. Are there any external peripherals attached to the computer?
   • If so, can the problem be reproduced when they are disconnected?
9. Is the user using a Virtual Camera while sharing webcam video?
   • If so, can the problem be reproduced when it is turned off?
10. Scope of the issue:

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

11. 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)?
12. Is the problem present at all meetings, or only at certain ones?
13. Does the user have administrator privileges to install software on the computer?

Network Disconnects during Webex Meetings.

Troubleshooting Tips:

1. If the issue is affecting multiple participants, check for the Service Status.
2. Does the user’s network meet the bandwidth requirements? Click here to check the minimum bandwidth requirements for sending and receiving Video.
3. Run network speed tests to verify if the network speed is stable and consistent. Click here to run the test.
4. Examine the facts provided by the Health Checker.
5. Examine the data displayed in the Audio and Video Statistics Window. Click here to check the audio and video statistics of your Cisco Webex Meeting.
6. If feasible, use a wired connection instead of Wi-Fi.
7. If you are an administrator or are working with an administrator, you may access: Advanced diagnostics and troubleshooting in Control Hub.
8. If using a VPN connection/proxy, try to reproduce the issue after disabling the VPN connection/proxy: How Do I Reset the Browser Proxy Settings Using the Command Prompt.
   • If the problem is related to the VPN or Proxy, contact your local IT and share these articles: WBX264 / WBX000028782.
9. 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.
10. Check if the issue can be reproduced through the Web App. Click here to know more.
11. 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.
      • If the user does not have administrative privileges to install the program, contact local IT for assistance.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the exact error message displayed?
   • Take a Screenshot of the error message (if any).
2. What is the Meeting / Event / Session number?
3. What is the Webex site URL? (example: SITENAME.webex.com)
4. What is the Webex Meeting application version?

5. Scope of the issue:
   • How many users are impacted?
   • Are the impacted users working in the same workplace or linked to the same network?
6. 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)?
7. Is the problem present at all meetings, or only at certain ones?
8. What operating system and browser are being used?
   • If the user is using macOS, have the OS permissions been granted?
9. Does the user have administrator privileges to install software on the computer?
10. Is the user working from home, the workplace, or some other location?
11. Is the user connected to a VPN or a proxy? How Do I Reset the Browser Proxy Settings Using the Command Prompt
12. Is the user using a wired or wireless connection?