Click your profile picture, then go to Help > Diagnostics.

Get there a little faster with the keyboard shortcut: Ctrl+Shift+Alt+D.

If your app detects any connection issues, then you see the issue highlighted in red. Click Info by the issue for more information.

In your Menu bar, go to Help > Diagnostics.

Get there a little faster with the keyboard shortcut: Ctrl+Shift+Option+D.

If your app detects any connection issues, then you see the issue highlighted in red. Click Info by the issue for more information.

  • General—Displays the general account information and current usage.

  • Configuration—Displays the current configuration settings for Meetings in a space, Calling, and your connected Devices.

  • Statistics—Provides up-to-date diagnostic information for recent Audio, Video, and Sharing Content activity.

  • Export all data—Creates a .ZIP file with information useful for troubleshooting, including calling environment data, Webex App trace files, Webex App memory dump files, and diagnostics data. The file is saved locally.

    The report contains confidential information about your network.
About statistics
AI Codec encodes at low bit rates and increases redundancies, providing better resiliency and audio quality.

Type

Audio

Video

Content share

Bit rate

The amount of data that is transmitted, measured in kilobits/second (Kbps). A higher bit rate usually indicates better quality.

Codec

The media encoding and decoding format in use for the media that are transmitted by a client.

AI codec

H.264

H.264

Opus

AVI

G.711

G.722

Frame rate

The frame rate is measured with frames per second (fps).

A higher frame rate does the following:

  • Provides a smoother video display.
  • Results in higher CPU utilization on your computer.
  • Requires more storage to save the recorded video files.

Jitter

The variance in the latency between packets, measured in milliseconds (ms).

Latency

The delay between when a packet is sent from one device and received on the other, measured in ms.

Packet loss

The percentage of packets lost, compared to total number of packets transmitted.

Resolution

Video frame size, for example, 1920 × 1080 pixels

Transport

The protocol used to send media.

Types:

  • UDP

  • TLS

  • TCP