You may encounter some issues in your Cisco Webex Hybrid Services deployment. On Expressway, you can use troubleshooting tools, capture logs, restart a connector, or roll back to a previous version of a connector.
Diagnostic Tools on Expressway-C Connector Host
Use these diagnostic tools to investigate a problem with Cisco Webex Hybrid Services connectors installed on the Expressway-C.
Access the Hybrid Services log levels and enable debug mode if instructed to do so by support. Go to Maintenance > Diagnostics > Hybrid Services Log Levels.
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Check the event log for errors and warnings. Go to
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Check for related alarms on Cisco Webex Hybrid Services are tagged [Hybrid Services] and have IDs in the 60000–69999 range. You can also see these alarms in Cisco Webex Control Hub (https://admin.webex.com).
. Alarms related to -
Run diagnostic logging while you recreate the issue, and take a tcpdump during that period. Go to
and read the online help for more details. -
Take a system snapshot to provide to support for diagnosis. Go to
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Configure syslog if you have remote logging servers. Go to
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Configure incident reporting so that any Expressway failures are automatically reported to us. Go to .
For more details, read the Cisco Expressway Serviceability Guide, or search the help on the Expressway.
Check Connector Health on Expressway-C
When you're having a problem with Cisco Webex Hybrid Services, you can check the status of the connectors and restart any stopped connectors.
If a connector is stopped, we recommend that you open a ticket with support and send a log first before you restart the connector.
If the restart generates an alarm, or if the connector stops again, try the following:
Follow the guidance on the alarm. You can also see these alarms in Cisco Webex Control Hub (https://admin.webex.com).
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From the customer view in https://admin.webex.com, click your username, and then click Feedback to open a ticket and send logs.
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Use the diagnostic tools to look for problem signatures.
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Roll back to the previous version of the connector (try this if the problem started after a connector upgrade).
Roll Back to the Previous Version of a Connector
Under normal conditions, your Expressway-C upgrades your connectors automatically after you choose to upgrade in Cisco Webex Control Hub or set a scheduled upgrade time. You can roll back to the previous version of a connector if something goes wrong with an upgraded connector.