Here you can read about known issues that we've identified in the Webex for BroadWorks solution. Click each of the tabs to read about issues that apply for each of those headings.
For an additional list of user-facing issues that affect Webex users, see Webex | Known Issues.
Call History Must be Stored in E.164 Format
Problem Statement: In some scenarios, Call History can show a contact's email address instead of the phone number. If this occurs, you can not return the call directly from Call History as the Webex app tries to dial the email address instead of the number.
Mitigation Statement: When storing a telephone number against any contact, whether it be an external CI contact, local Webex custom contact or a local phone contact, make sure that the stored number is in E.164 format (for example, +4420112323232 or +14085551111) as it will mitigate most cases.
Users Unable to Launch Meetings from Webex App
Users with a + in their email address (for example,
email@example.com) are unable to launch Webex Meetings from the Webex app. Android users see a 500000 error, while iOS users see a 102000 error
that indicates Unable to launch or start the meeting.
This error occurs only when launching PMR meetings from the Webex app and where the user has a + in their email address. The error does not occur when launching meetings from the Webex Meetings app.
User unable to switch control of call from Mobile to Desktop
Assume that a user has a Webex app mobile client and a Webex app desktop client and they answer an incoming call on the mobile client. If the user subsequently clicks the Call tile on the desktop client in order to take over the call from the desktop client, the Webex desktop app fails.
Unable to start space with External Contacts on Mobile without adding external person as contact on Webex app
Webex mobile app users are unable to locate external contact email addresses for the purpose of starting chat sessions due to a difference in the UI between desktop and mobile clients. The blue text icon does not appear for searches on mobile clients.
Softphone Users - Android Users unable to login to Multiple User IDs
Android Users cannot login with a different user profile if they have logged in previously as a Softphone user. The user would need to uninstall or reinstall to be able to sign-in as a new user.
This issue affects only power users on Android whom log into one device with multiple user IDs.
Softphone Users - Search Tool Tip to be Updated
The Search Tool Tip states " Start a Conversation, add a contact or schedule a meeting". This text will be removed in March as those features do not apply to the Softphone Only package.
Softphone Users - Downgraded Softphone Only Users can be Messaged
If a softphone user had been assigned a different package previously (Basic, Standard or Premium) and was downgraded to Softphone only, the user can still be messaged.
Softphone Users with Mobile - Meetings Tab Displays
Mobile only. A Meetings tab still displays under Softphone only mode, but the user has no access to create a meeting. The only access is to join a meeting.
Double Login Required for Android Users
An intermittent issue exists whereby an Android user signs in to the app via the User Activation Portal, they are returned to the Welcome to Webex sign-in page. After entering their credentials a second time, login succeeds.
Exit the Webex app fully.
On the Android device, go to.
Clear Data & Clear Cache.
Restart the app and log in.
Windows Client - Script Error Appears During Login when Do Not Save Encrypted Files to Disk' is Enabled
A script error appears if you run the Webex app on Windows and the Do Not Save Encrypted Files to Disk advanced security setting is enabled in Internet Explorer. This error occurs if the following conditions are true:
Webex app is running on Windows (standalone version)
User attempts to log in as a BroadWorks-authorized user
In Internet Explorer, the Do Not Save Encrypted Files to Disk advanced security setting is enabled
Disable the Do Not Save Encrypted Files to Disk setting in Internet Explorer:
In Internet Explorer, click the Tools icon and select Internet Options.
Click the Advanced tab.
Under Security, uncheck the Do Not Save Encrypted Files to Disk check box and click OK.
Chat Option May Appear in User Searches by Calling-Only Users
When a user with no messaging capability conducts a global user search for a user who has messaging, the Chat icon appears alongside the search results despite the fact that the user who conducted the search does not have messaging.
Second Calling Icon with Incorrect Description
User Services in Control HUB show a second calling icon with incorrect description.
Emails to Users Onboarding via Untrusted Email Flow are Filtered to Spam
Problem—Depending on the user’s email settings, the use of untrusted emails may result in the email getting sent to the user’s Junk or SPAM folder.
Workaround—The administrator may have to change the user’s email settings to allow domains.
PMR Details Not Updating When a User License is Removed
If a user is provisioned with a Standard or Premium package and subsequently has their package changed, their PMR details may display incorrectly on the Webex app. For example, if a user is provisioned with a Standard package and upgraded to a Premium package or vice versa.
Administrators should provision users first to the Basic package before updating the package to the desired package. Following this process during provisioning will reduce the frequency of the issue.
Additionally, users can enter the PMR details on the Webex app manually.
Intermittent Issues with Presentation Sharing
Users are experiencing intermittent issues with the Presentation Sharing feature when used between two BroadWorks users. This is due to user ID resolution issues.
Directory Search Results Affected by 72 Hour Cache
The Webex app contains a cache of approximately 72 hours (plus or minus five hours). This cache can affect the results of directory searches after a user is updated:
When a new user is synced, the user info is added to the cache and is searchable right away
If a user is updated on the BroadWorks server, and then a sync occurs, the cache must expire before the results show in searches on the Webex app
If a user is deleted on the BroadWorks server, and a sync occurs, the cache must expire before the user is removed from directory search