Address Issues and Distractions in Cisco Webex Events

Use this article as a guide to resolve issues that might occur when you are hosting your Webex events.


If issues persist consider asking a panelist to help you troubleshoot. Do not let challenges keep you from connecting with participants.

Addressing Technical Issues

No one joining your event

  • Check that the invitation contained the correct URL.

  • Verify that you scheduled the event for the correct time zone.

  • Contact attendees to rule out technical issues.

Participant cannot log in

  • Verify that the participant is using the correct password.

  • Ask the participant to open a new browser window and copy and paste the event URL from the invitation email into the browser Address bar.

Webex Events application loads slowly

  • Ask the participant to log off and log back in again.

  • Ask the participant to close all applications except Webex Events.

  • Have the participant clear the Web browser cache and delete temporary files and cookies.

  • Verify that the issue is not with the participant’s ISP by asking them to test a Web page they access frequently.

Participant’s audio disconnects

  • Send a chat or an instant message to the participant and ask them to rejoin the audio conference by clicking the Audio button and selecting a phone or VoIP option.

Your browser crashes

  • Open a new browser window and try to rejoin the event using the event number and Host ID.

  • If you cannot rejoin, stay on the phone.

  • Have backup material that you can read over the phone, or ask your alternate host to present.

You are hearing hold music

  • Use the audio indicator in the Participants panel to identify whose line it is, then mute that participant.

  • Send the participant a chat message asking to take you off hold.

  • Explain what happened, and explain how participants can mute their own connections.

Participants cannot hear one another

  • Make sure that audio connections are not muted.

  • Have participants check their phone or VoIP connections and confirm that microphones or headsets are powered and switched on.

  • Try to reset a VoIP connection by clicking Mute > Unmute.

Managing Distractions

Late arrival

  • Greet the late arrival when appropriate, but keep the event going.

  • Have a cut-and-paste chat message explaining that participants shall have access to chat or the event recording later if they want to review what they missed.

Multi-tasking participant

  • Use planned interactivity, such as direct questions or polls, to engage the audience. For example, solicit feedback or input regularly or call on specific attendees to contribute.

  • Ask participants to mute their audio or do it for them.

Difficult participant

  • Ask that side-bar conversations be taken offline. You can do this through both audio and private chat.

  • Adjust the participant’s privileges (mute audio, remove chat, and annotation privileges).

  • If the behavior continues, expel the participant. You might have to lock the event to keep the participant from rejoining.

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