We’ve organized issues with meetings in Webex into its own article, check Known Issues with Webex Meetings, to see if your issue is listed there.

If you don't find any information to help with your issue, you can send feedback to help us improve the Webex app.

The minimum Windows OS version is Windows 7.

Enterprise Content Management with Microsoft OneDrive or SharePoint Online

  • When you use OneDrive or SharePoint and you try to share a file or link a folder, you can't access your Recent files or your SharePoint Online folders.

Updating

  • On administrator installed Windows environments, the updated Webex logo will not appear with the automatic update. You'll see the old logo and name in shortcuts, and the start menu.

    Workaround: An administrator must do a full install of the new app.

  • With the automatic update for the updated Webex logo, you'll see the old name and icon in the Add or Remove Programs.

    Workaround: On administrator installed environments, an administrator can do a full install of the new app and on other environments, a user can do a full install using the MSI.

  • Sometimes the Webex app accesses the Microsoft Outlook OST file and you're unable to start Microsoft Outlook.

    Workaround: Exit the Webex app, start Outlook and then restart the Webex app.

  • For the following versions of the Webex app, the automatic update will not work for users on an administrator installed Windows environment:

    • 3.x to 3.0.9168.0

    • 3.0.8483.0

    • 3.0.8780.0

    • 3.0.8951.0

    • 3.0.9081.0

    We recommend that users download the latest version from https://www.webex.com/downloads.html and install manually. For more information, contact your IT administrator.

Calling

  • Automatic callback isn't working properly.

    Workaround: Alert all appearances for Click-to-Dial calls within shared call appearance should be enabled for Automatic Callback.

  • You're unable to answer a second call from a Call Queue.

  • When you're in a call and you've been transferred to someone else, the call is dropped if you try to share your screen.

  • Webex may crash if you click on the green timer button for a call that is active on your mobile app.

    Workaround: Pull the call from your mobile app to your desktop app.

  • When you set your status to Do Not Disturb on your desk phone, incoming callers can't reach your voicemail (Webex Calling and calling hosted by a Service Provider only).

  • When your app is connected to your desk phone and you try to join your own Personal Meeting Room from the Meetings tab, it looks like you're about to join but your phone doesn't ring (Webex Calling and calling hosted by a Service Provider only).

  • When you're connected to your desk phone and you try to join your Personal Meeting Room, you receive an error if your desk phone doesn't support meetings.

    Workaround: Disconnect from your desk phone first and then proceed with joining your Personal Meeting Room.

  • When integrated with a call service that lets you make calls in the app, Webex only uses your primary line for calling.

    Workaround: If you have a secondary line, you can forward calls to the primary line.

  • When sharing a single application with others, sometimes the shared content isn't visible if the windows of other applications are placed on top of the application being shared.

    Workaround: Either minimize the call window or move the window away from the shared application view.

  • Some incoming calls display as Unknown Caller.

  • If you can't place a call over Wi-Fi, your company may have the wrong Firewall settings.

    Workaround: Wi-Fi Connection Problems with the Webex app.

  • If you close Webex while you're on a call, the app closes, but the call doesn't end.

    Workaround: Click before closing the app window.

  • You may experience audio quality issues when using the app to make calls from some laptops.

    • Lenovo Carbon X1, Generations 1 to 4.

      • Generations 1 to 3 require audio driver updates.

      • Generation 4 does not have a solution.

    • Lenovo W54, T430, T450, and S21e require audio driver updates.

    Workaround: Update the audio drivers to the latest version.

  • When you pull a call, *11 shows in addition to the number of the call you're on.

  • The wrong display name shows for conference calls.

  • Caller IDs are inconsistent in the call history.

  • Three-way calls to extensions don’t work.

Meetings

  • If you join a full-featured Webex meeting from Webex and specify a SIP URI as the call back option for audio, when you join the meeting, your audio cannot connect and you only have the option to decline the incoming call or leave the meeting.

Messaging

  • You can't turn emoticons to emojis when your language is Chinese, Japanese or Korean.

  • If you have Dell Backup and Recovery software installed, you can't use File Explorer to change your profile photo or select files to send to a space.

White Boarding

  • If you draw several lines on the whiteboard, you might experience delays when opening the whiteboard.

  • If you can't create a new whiteboard in Webex.

    Workaround: Update OpenGL to version 2.0 or later.

Room and Desk Devices

The minimum macOS version is 10.12.

Enterprise Content Management with Microsoft OneDrive or SharePoint Online

  • When you use OneDrive or SharePoint and you try to share a file or link a folder, you can't access your Recent files or your SharePoint Online folders.

Updating

  • On administrator installed Mac environments, the updated Webex logo will not appear with the automatic update. You'll see the old logo and name in shortcuts and the spotlight menus.

    Workaround: An administrator must do a full install of the new app.

  • On administrator installed Mac environments with the following versions of Webex app, users must enter admin credentials to allow the Webex app to auto-update to a newer version:

    • 3.0.13354.0

    • 3.0.13401.0

    For further information, contact your IT administrator.

Calling

  • Automatic callback isn't working properly.

    Workaround: Alert all appearances for Click-to-Dial calls within shared call appearance should be enabled for Automatic Callback.

  • You're unable to answer a second call from a Call Queue.

  • When you're in a call and you've been transferred to someone else, the call is dropped if you try to share your screen.

  • Webex may crash if you click on the green timer button for a call that is active on your mobile app.

    Workaround: Pull the call from your mobile app to your desktop app.

  • When you set your status to Do Not Disturb on your desk phone, incoming callers can't reach your voicemail (Webex Calling and calling hosted by a Service Provider only).

  • When your app is connected to your desk phone and you try to join your own Personal Meeting Room from the Meetings tab, it looks like you're about to join but your phone doesn't ring (Webex Calling and calling hosted by a Service Provider only).

  • When you're connected to your desk phone and you try to join your Personal Meeting Room, you receive an error if your desk phone doesn't support meetings.

    Workaround: Disconnect from your desk phone first and then proceed with joining your Personal Meeting Room.

  • When integrated with a call service that lets you make calls in the app, Webex only uses your primary line for calling.

    Workaround: If you have a secondary line, you can forward calls to the primary line.

  • When sharing a single application with others, sometimes the shared content isn't visible if the windows of other applications are placed on top of the application being shared.

    Workaround: Either minimize the call window or move the window away from the shared application view.

  • Some incoming calls display as Unknown Caller.

  • If you can't place a call over Wi-Fi, your company may have the wrong Firewall settings.

    Workaround: Wi-Fi Connection Problems with the Webex App.

  • If you close Webex while you're on a call, the app closes, but the call doesn't end.

    Workaround: Click before closing the app window.

  • You may experience poor audio quality if you allow Webex to automatically discover nearby room or desk devices.

    Workaround: Stop Automatically Connecting to a Cisco Webex Room or Desk Device or a Cisco Webex Board.

  • When you pull a call, *11 shows in addition to the number of the call you're on.

  • The wrong display name shows for conference calls.

  • Caller IDs are inconsistent in the call history.

  • Three-way calls to extensions don’t work.

Messaging

  • When text from OneNote is copied and pasted to Webex, the copied text is converted into an image file and posted in the app.

    Workaround: Open System Preferences > Keyboard > Shortcuts > App shortcuts.

    • Create a shortcut for Webex Message.

      Menu Item: Paste and Match Style

      Keyboard shortcut: command + v

    • Create a second shortcut for Webex Message.

      Menu Item: Paste

      Keyboard shortcut: command + shift + v

  • You can't turn emoticons to emojis when your language is Chinese, Japanese or Korean.

  • When you reach the maximum number of attempts to edit your message, you'll see a notification stating, "Your message can't be updated at this time", this means further edits will not work later, or that your changes will be saved.

Meetings

  • If you join a full-featured Webex meeting from Webex and specify a SIP URI as the call back option for audio, when you join the meeting, your audio cannot connect and you only have the option to decline the incoming call or leave the meeting.

Room and Desk Devices

  • You may experience problems pairing to Webex room or desk devices if you're using a Bluetooth headset.

    Workaround: Turn off Bluetooth and try to pair again.

The minimum iPhone OS is 13.0 and the minimum iPad OS is 13.1

Enterprise Content Management with Microsoft OneDrive or SharePoint Online

  • When you use OneDrive or SharePoint and you try to share a file or link a folder, you can't access your Recent files or your SharePoint Online folders.

Notifications on iOS Devices

The app follows new rules to deliver notifications to iOS devices, as required by Apple. The following are some changes that you may notice:

  • If you mark a message as read from another Webex app, you will notice notifications are not dismissed immediately on your iOS devices lock screen.

  • You will occasionally see new messages or meeting notifications displayed as You have a new message or You have a new meeting, on your lock screen.

  • The badge count on your home screen is not updated immediately until you bring the app to the foreground.

Calling

  • When you set up Single Number Reach (also known as Office Anywhere) to include your mobile number, your mobile phone may only ring once when you get a call.

  • Conference calls fail with four or more people.

  • When you're in a call and you've been transferred to someone else, the call is dropped if you try to share your screen.

  • The person you're transferring a call to may have to pick up the call before you can complete the transfer (Webex Calling and calling hosted by a Service Provider only).

  • When you try to make a call from your iOS phone app by going to your Recents list, selecting a person from your list, long-pressing the Call icon, and then selecting Teams, the call fails.

  • When you call someone on their mobile device and add another person to the call, it appears as though you're in a 1:1 call with each person instead of a conference call.

  • When integrated with a call service that lets you make calls in the app, Webex only uses your primary line for calling.

    Workaround: If you have a secondary line, you can forward calls to the primary line.

  • When accessing the calls list, you might experience a delay displaying profile pictures and numbers.

  • When connected to a Webex device using ultrasound, you might experience issues with the audio quality.

    Workaround: Disable ultrasound and connect to the device manually.

  • Call performance hasn't been optimized for iPad yet.

  • If you can't place a call over Wi-Fi, your company may have the wrong Firewall settings.

    Workaround: Wi-Fi Connection Problems with the Webex App

  • When joining a meeting on your phone using the Call Me option, your default contact number is not listed.

    Workaround: You have to re-enter your contact information.

  • If you’re using Webex Calling in Webex and Single Sign-On (SSO) you may not be able to sign in to the app because of an SSO certificate issue.

    Workaround: On your iPhone or iPad go to Settings > General > About > Certificate Trust Settings, and under Enable Full Trust for Root Certificates, enable the SSO certificate.

  • The call unexpectedly ends when switching from audio to video, then back to audio.

Messaging

  • If you have a lot of spaces, you might get a message about decrypting content while the spaces are loading.

    Workaround: Leave Webex open and the spaces will display.

  • You might not see the profile pictures of everyone who read your message.

    Workaround: Leave the space and return to it.

  • Sometimes you may see a constantly spinning icon, when trying to preview Microsoft OneDrive and SharePoint Online documents.

    Workaround: Tap the document icon to show the preview.

Room and Desk Devices

Feedback

  • If you submit feedback, the email address fields may not be automatically populated.

    Workaround: Manually fill in the details and then mailto:support@ciscospark.com.

The minimum Android OS version is 8.0.

Enterprise Content Management with Microsoft OneDrive or SharePoint Online

  • When you use OneDrive or SharePoint and you try to share a file or link a folder, you can't access your Recent files or your SharePoint Online folders.

Signing In

  • You might experience a delay in displaying space names, after you sign in.

    Workaround: Leave Webex open and the space names will display.

  • Single sign-on may fail even if you've entered the correct username and password.

    Workaround: If your password contains a special character, some Android phones insert a space in your password during single sign-on. Type your password in another app such as in an email draft, and then copy and paste it into the Webex single sign-on form.

Calling

  • When you're on a call and another call comes in, you only hear the Call Waiting tone once.

  • When you change your Call Forward settings on your desktop app, those changes aren't accurately reflected on your mobile app.

  • When you're in a call and you've been transferred to someone else, the call is dropped if you try to share your screen.

  • The person you're transferring a call to may have to pick up the call before you can complete the transfer (Webex Calling and calling hosted by a Service Provider only).

  • After you end a call and then turn your data back on, you hear a sound and see a label but if you turn off your data and then turn it back on, you don't get a sound or label.

  • When you call someone on their mobile device and add another person to the call, it appears as though you're in a 1:1 call with each person instead of a conference call.

  • When integrated with a call service that lets you make calls in the app, Webex only uses your primary line for calling.

    Workaround: If you have a secondary line, you can forward calls to the primary line.

  • Calling in Webex (Webex Calling and calling hosted by a Service Provider)—if you're on an active call, and get another incoming call, your active call should end if you answer the new call. However, the original call looks like it's put on hold instead.

  • When connected to a Webex device using ultrasound, you might experience issues with the audio quality.

    Workaround: Disable ultrasound and connect to the device manually.

  • If you can't place a call over Wi-Fi, your company may have the wrong Firewall settings.

    Workaround: Wi-Fi Connection Problems with the Webex App

  • Some incoming calls display as Unknown Caller.

  • When accessing the calls list, you might experience a delay displaying profile pictures and numbers.

  • When joining a meeting on your phone using the Call Me option, your default contact number is not listed.

    Workaround: You have to re-enter your contact information.

Messaging

  • While in a meeting or call, the activity menu doesn't appear so you can't send a message.

    Workaround: Create a new space to send a message or send a message after the meeting or call.

  • You might not see the profile pictures of everyone who read your message.

    Workaround: Leave the space and return to it.

  • Sometimes you may see a constantly spinning icon when trying to preview Microsoft OneDrive and SharePoint Online documents.

    Workaround: Tap the document icon to show the preview.

Feedback

  • If you submit feedback, the email address fields may not be automatically populated.

    Workaround: Manually fill in the details and then mailto:support@ciscospark.com.

  • Audio and video performance vary depending on your Android device. If you experience issues with a specific model, send feedback through the Webex app.

Use one of the last two major versions of Google Chrome, Mozilla Firefox, Apple Safari, or Microsoft Edge. To use calling or meetings features, you must use Chrome, Firefox, or Safari. To update Webex to the latest version, refresh your browser.

Calling

  • Calls made through Webex for Web connect using a switching server and do not support mid-call renegotiation. As a result, call quality may drop or even fail as network conditions change.

  • If you can't place a call over Wi-Fi, your company may have the wrong Firewall settings.

    Workaround: Wi-Fi Connection Problems

  • If you're connected to a VPN, you may not be able to make a call.

    Workaround: Disconnect from the VPN, and then place the call.

  • If you’re connected to a call with someone using an app that supports renegotiation, Webex for Web constrains the other apps by its upper bandwidth limit. These constraints are especially noticeable for features such as screen sharing.

  • Some incoming calls display as Unknown Caller.

  • You can only make calls from Mozilla Firefox, Google Chrome, and Safari. If you use Webex for Web on other browsers, you can see the Call icon, but if you click it, you'll be redirected to download the Webex app or Firefox, Chrome, or Safari.

  • You may experience one-way video when connecting to other applications with Webex for Web.

    Workaround: Always enable audio.

  • If you have AdBlockPlus, you may need to disable it to open the sign in screen.

Messaging

  • We've temporarily turned off the status indicator that appears your profile picture when you use @mentions.

  • If someone posts a message from Webex for iPhone and iPad and uses the Return key to enter a new line, you won't see the new line when you view the message in Webex for Web.

  • If you have a free Webex account, you won't see results when you search for a message.

  • If you lose connection to Webex, the "Reconnecting" message may not disappear even after you reconnect.

    Workaround: Refresh the browser.

  • If you use Firefox 39.0 on a Windows 7 computer, it may quit suddenly while downloading spaces.

    Workaround: Use Google Chrome.

  • Previews for Excel documents and text files are not currently supported.

  • You can't paste images into spaces using Mozilla Firefox.

    Workaround: Use Google Chrome.

Browsers

  • The Webexfor Web app uses Web Real-Time Communication (WebRTC) to send media between Webex-enabled apps. WebRTC doesn’t have a finalized standard and changes frequently, so every browser interprets it differently. Depending on how your browser interprets the latest version of WebRTC, it may introduce bugs that cause problems for Webex for Web.

  • Webex for Web is not supported on mobile web browsers, including: Safari, Microsoft Edge, SeaMonkey, Opera, or on the Microsoft Surface tablet.