This article covers basic troubleshooting steps for Webex User Access issues, as well as data to gather before contacting support.

Login issues

Troubleshooting Tips:

1. If you have an active account:

• Test on an alternate browser or incognito window.
  • Google Chrome: Click on the three dots on the top right corner of the browser or Ctrl + Shift + N.

• Firefox: Click on the three dashes on the top right corner of the browser or Ctrl + Shift + P.

• Microsoft Edge: Click on the three dots on the top right corner of the browser or Ctrl + Shift + N.

• Safari: In the Safari app on your Mac, choose File > New Private Window, or switch to a private window that is already open. A private window has a dark Smart Search field with white text.
• If it works fine, clear cache and cookies.
  • Clear Cache and Cookies in your Web Browser.
• Are you using the browser’s saved password? If yes, try to manually type in the password.
• If the issue is occurring even on a different browser, reset the password using the Forgot password option.
  • How to reset or create your password?
• Test on a personal device.
• If necessary, ask the admin to deactivate your account and then reactivate it.
  • Contact your Webex site administrator.

2. If your account is deactivated:

• Account needs to be activated by an admin. Contact your Webex Site Administrator to get your account activated.
  • Error: 'Your account has been deactivated. Please contact your site administrator.'
  • Users list in Control Hub.

3. If your account is locked:

• For the site managed by Site Administration, the admin should check if the account is set to auto-unlock by navigating to Configuration > Common Site Settings > Options > Automatically unlock the account after __ minutes.
• For CI accounts, try logging in after a few minutes.
  • Review information related to Smart Lockout:
    • Password Management in Control Hub

4. If the account is not verified (You have not activated the account):

• Search for the account verification email and click the link to activate the account.
  • If the email cannot be found or if the link has expired, click the Resend activation email link on the login page. For more reference, check the article below:
    • Webex Account Activation User Email Not Received
• If necessary, ask the admin to resend the activation email from Control Hub.  Click here: Contact information for the Webex site administrator.
• If required, request your site administrator to delete and re-add your account. Click the link in the email to activate your account.

Still having issues?

If these steps, don't resolve the problem, please contact Webex Technical Support with the below information.

1. What is the exact error message that is seen?
2. What is the Webex site URL? (Example: SITENAME.webex.com)
3. Email address of the affected user/users.
4. Scope of the issue.

• How many users are affected?
• Are the users on the same network?

5. When did the issue start occurring?
6. Is the user using the Webex App or a web browser?

• If the user is using a browser, which browser is being used?

7. Is the user logging in via SSO or Webex CI credentials?

No privilege to schedule a Meeting, Event, or Training

1. You may not have the necessary licenses for scheduling meetings, events, or training on the appropriate site.

• Contact the administrator and ask them to check.
  • Edit service licenses in Control Hub for individual users
  • Manage User Accounts in Webex Site Administration

2. If you have licenses assigned:

• Test on an alternate browser or incognito window.
  • If it works, clear the browser cache and cookies.
    • Clear Cache and Cookies in your Web Browser
• Test on an alternate device.
• Ask the administrator to remove the license from your account and then reassign it.
• Ask the administrator to deactivate your account and then activate it again.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the exact error message that is seen?
2. What is the Webex site URL? (Example: SITENAME.webex.com).
3. Email address of the affected user/users.
4. Scope of the issue.

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

5. When did the issue start occurring?
6. Is the user using the Webex App / web browser / Productivity Tools / 0365 scheduler?

• If the user is using a browser, which browser is being used?

Certain features are not available when scheduling a Meeting, Event, or Training

1. Test on an alternate browser or incognito window.

• If it works, clear browser cache and cookies.
  • Clear Cache and Cookies in your Web Browser

2. Is there an option under the Show advanced options section on the scheduling page?

• Schedule a Webex Meeting

3. Is there an option under Preference that disables this feature?

• If enabled, toggle the option, and check if it resolves the issue.
  • Set your Webex Meetings general preferences

4. Check with the admin if there is an option in the admin page > Users > [User Account] that disables this feature?

• If enabled, toggle the option, and check if it resolves the issue.

5. Is there an option in the admin page > Meeting > [Site Name] > Site Options that disables this feature?
6. Is there an option in the admin page > Meeting > [Site Name] > Meetings/Events/Training that disables this feature?

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the exact error message that is seen?
2. What is the Webex site URL? (Example: SITENAME.webex.com).
3. Email address of the affected user/users.
4. Scope of the issue.

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

5. When did the issue start occurring?
6. Is the user using the Webex App / web browser / Productivity Tools / 0365 scheduler?

• If the user is using a browser, which browser is being used?