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

Some Webex Meeting features are unavailable in a session or are not operating as expected.

Troubleshooting Tips:

1. If the issue is affecting multiple participants, check for the Service Status.
2. Check to make sure it's not a usability issue.

3. Has the option been disabled by the host in the meeting under “Meeting Options”?
   • Windows: Meeting (in the menu bar) > Options.
   • macOS: Webex Meetings (in the menu bar) > Meeting Options.

4. Is the option disabled under Participant (in the menu bar) > Assign Privileges?

Note: The 'Anyone can share' option is under Participant (in the menu bar).

5. Is the option disabled under View > Panels > Manage Panels?

6. If the option is not available in the meeting and also not available under Meeting Options / Manage Panels:
   • Check if the necessary entitlements and session types are enabled on Control Hub. You may have to contact your administrator to get it validated. Click here: Contact information for the Webex site administrator.

• If yes, conduct a test meeting using the other session type.
• If not, contact the administrator to enable them from Control Hub. Edit service licenses in Control Hub for individual users.

7. 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.
• Check whether the user's account has a Settings Template that disables this feature. Click here to configure settings templates.

8. Does the issue occur when the user starts/joins the meeting via the Web App? Click here: Start/join the meeting through the Web App.
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. 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.
11. Try on a separate device connected to the same network.
    • If the problem persists 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.

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. Is this an optional feature? Have you bought extra licenses or a subscription to use this feature? For example, Real-time translation, Cisco Webex Video Integration (CVI) for Microsoft Teams, and so forth.
4. What is the Meeting / Event / Session number?
5. What is the Webex site URL? (example: SITENAME.webex.com)
6. Email address of the affected user.
7. Is the affected user the host, a panelist, or a participant?
8. Scope of the issue:
   • How many users are impacted?
   • Are the affected users working in the same workplace or linked to the same network?
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. 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.
12. What is the OS and browser version?
    • If the user is using macOS, have the OS permissions been granted?
13. What is the Webex Meeting application version?

14. Does the user have administrator privileges to install software on the computer?
15. Is the user working from home, the workplace, or another location?
16. Is the user connected to a VPN or a proxy? How Do I Reset the Browser Proxy Settings Using the Command Prompt
17. Is the user using a wired or wireless connection?