Webex Desk Hub is designed to run error free. But if something goes wrong, then you can use the following information to identify the problem before you call for support.

You can view your device data with the Analytics tool in Control Hub, including device utilization and feature usage. Use this information to determine how often devices are in use or which features are popular with users.

1

From the customer view in https://admin.webex.com, go to Analytics.

2

Click Devices.

3

Select your device from the Type of device drop-down list.

Restart your Webex Desk Hub when you have an issue with your Desk Hub, or when you want to apply a new configuration or setting.

1

Tap the top-left corner of the device screen.

2

Tap Settings.

3

Tap Restart.

You can restart your device if you are having a technical issue. A device restart from Control Hub doesn't affect your settings.

1

From the customer view in https://admin.webex.com/, go to Devices.

2

Select your device from the inventory.

3

Click Actions.

4

Select Reboot from the drop-down list.

You can reset your Webex Desk Hub to the original factory settings if you have an issue that you can't resolve any other way. This action clears all data and settings from the Desk Hub, and returns the device settings to the original out-of-box state.

You will have to do the device activation process before the Desk Hub is available for use.

1

Tap the top-left corner of the device screen.

2

Tap Settings.

3

Scroll down and tap Factory reset.

If you cannot perform a factory reset from the Webex Desk Hub Settings menu, then you can do a manual factory reset. This process is only for an issue that you can't resolve any other way.

1

Disconnect the power from the Desk Hub.

2

Wait 5 seconds and reconnect the power.

3

Wait for the Standby LED to light up.

4

Press and hold Volume Up for about 5 seconds.

5

Press Mute.

If you are experiencing any issues with your Webex Desk Hub, then you see an error message displayed under Settings > Issues on the Desk Hub.

Use the information and features listed under Diagnostics to collect data and troubleshoot any problems on your device.

Diagnostics settings are based on your call network so what you see on your Desk Hub varies from business to business. But the following settings have been developed for Desk Hub:

Table 1. Issues and diagnostics

Diagnostic

Function

PII logging

Enable if you want Personal Identification Information (PII) information logged to disk.

Extended logging

Enable if you want to gather information which can help with any media quality issues that are occurring during calls or wireless presentations.

Send logs

Tap if you want to collect and send your device logs to your administrator.

Webex connection details

Tap if you want to see the status of the following Webex features:

  • Assistant

  • Calendar

  • Configuration

  • Credentials

  • Encryption

  • Geo Location

  • Metrics

  • Notification

  • Phonebook

  • Registration

  • Software upgrade

  • Speech service manager

Webex connectivity test

Tap if you want to see the status of th following Webex items:

  • avatar

  • encryption

  • idbroker

  • u2c

  • swupgrade

  • wdm

  • deviceManagement

1

Tap the top-left corner of the device screen.

2

Navigate Settings > Issues and diagnostics.

If you have a Wi-Fi issue, then you can view the Wi-Fi details page on your Webex Desk Hub and use this information to troubleshoot your problem.

Table 2. Wi-Fi Details fields

Field

Purpose

SSID

Service Set IDentifier (SSID) is the network name.

Speed

The rate at which data travels over the Internet to your Desk Hub, measured in megabits per second (Mbps). It depends upon the number of devices on your network, but 12-25 Mbps is a good speed.

Frequency

The rate at which data travels between your router and your Desk Hub in gigahertz (GHz). The 2.4GHz band is best for low-bandwidth activities like browsing the Internet. The 5.4GHz band is best for high-bandwidth activities like video calls.

Signal Strength

Measures the strength of your Wi-Fi signal in decibel milliwatts (dBm). A signal that's between -30 and -67 is good.

Channel

The Wi-Fi frequency used by your router to send data to your Desk Hub.

MAC address

The Media Access Control (MAC) address for your Desk Hub. Desk Hub uses the MAC address to identify itself to your network.

Interface enabled

-

Region

Your country.

1

Tap the top-left corner of the phone screen

2

Navigate Settings > Network connection > Wi-Fi.

3

Tap your network name.

4

Tap Advanced Wi-Fi details.