If you're a full customer administrator, read-only customer administrator, or a customer support administrator, you can use the Troubleshooting information that is presented in Cisco Webex Control Hub to help you determine the root cause of meeting-related issues faced by your users. We include a powerful Diagnostics section as well, where you can drill down even further into specific meetings that are in progress or that have occurred within the past 21 days. Search for meetings by meeting number, the email address of the host or participants, conference ID, or the name of cloud-registered devices. You can then drill down into participant details, video quality, audio quality, and more.

If you've completed the Webex site linking process, then you can access the Troubleshooting page through Site Administration.


Meetings in progress appear at the top of list with an In Progess status.

These are the minimum versions required for Webex services that you need in order to see rich troubleshooting data for Webex Meetings. If your devices don't meet these requirements, then only packet loss and latency data are available.

Application or Device

Minimum Version

Webex Meetings for Desktop

39.6.5

Webex Meetings for Mobile

39.11

Webex Meetings for Thin Clients

40.1

Webex Teams for Desktop

3.0.12427.0

Webex Teams for Android

4.1.6

Webex Teams for iPhone and iPad

4.3

Cloud-Registered Devices

RoomOS 2019-08-16 3dac3cfa60c

3rd Party SIP Endpoints

No minimum version required


Rich troubleshooting data for Webex Events is available for participants who join through the desktop client, otherwise, only packet loss and latency data are available.

Only packet loss and latency data are available for Webex Training sessions.

1

To view your Troubleshooting data:

  • For Webex sites managed in Cisco Webex Control Hub, from the customer view in https://admin.webex.com, click Troubleshooting.
  • For Webex sites managed in Cisco Webex Site Administration, sign in to Webex Site Administration and click Troubleshooting.
  • For partner administrators who want to view their own data, from the partner view in https://admin.webex.com, go to Customers, select the customer organization labeled My Organization, click View My Organization, and then click Troubleshooting.
2

Use the Search bar to search for a meeting by host email, participant email, meeting number, or conference ID.

By default, you can see reports from the last 7 days, but you can click the calendar icon to specify a specific date for the report. You can search for meetings that happened up to 21 days ago.

The time zone is set according to your profile at the top right corner, but you can change the time zone anytime from the drop-down menu. For example, if a meeting host comes to you with an issue from a meeting that took place in a different time zone, you can switch to that time zone so that you don’t have to do the time conversion.

3

In the search results, select the meeting that you want more information about.

The Meeting Details view appears.

If someone reports an issue with a meeting, you can search for the email of the host or participants, the 9-digit meeting number (also known as meeting access code), or conference ID. You have access to information such as what people were up to during the meeting (like hosting or sharing), when people joined audio and video, and how long the meeting lasted. Troubleshooting issues relating to meetings just got easier with this type of information at your fingertips.


If you click on a meeting and then use the back button to go back into the search view, the last viewed meeting is highlighted in yellow.

The time zone is set according to your profile setting, but you can change it at the top right corner.

Search By Email

Enter someone’s email address, including the domain, to find out more about meetings they attended. See if they hosted meetings or who participated in meetings they were in. You can also see information about live meetings that are still in progress.

A list of meetings that have been hosted or attended by a specific person is shown. One meeting summary is shown per entry. Meetings that are in progress show up at the top of the list and are indicated with a status of In Progress. Ongoing meetings that have started within the past 10 minutes are considered to be in progress.

Search By Meeting Number

Meeting numbers are also known as the 9-digit access code. This number may not be unique across meetings. For example, a person's Cisco Webex Personal Room access code doesn't change from meeting to meeting.

Enter the 9-digit number without spaces or dashes. A list of meetings that match your search criteria display.

Search By Name of Cloud-Registered Device

Enter the name of a cloud-registered device to find out more about meetings joined from a specific device. If you search for a partial device name, such as Example, a drop-down list shows you the closest match that you can select from. If you search for the full name of the device, the meeting list shows you all the meetings joined from the device.

Search By Conference ID

Every meeting has a unique conference ID per meeting. The conference ID is an internal ID that isn't commonly available to users. You can locate this ID via Analytics.

Enter the conference ID in the search field. Conference IDs are 9 to 18 characters in length and can be alphanumeric. Meeting details for the conference ID you're looking for display.

Limitations

Wildcard searches, like searches that use special characters, are not supported.

Data isn't available for audio-only meetings, where every participant in the meeting (including the host) dialed into the meeting and no one joined through a client or device.

Data might not be available for one-on-one meetings on Webex Teams.

If the meeting was scheduled in a Webex Teams space, then use the meeting number to find the meeting if you can't find the meeting using the host's email address. You can find the meeting number by going to the Webex Teams space, selecting the activity menu and choosing Meetings , then Space meeting information.

Once you select a meeting from the search view, you see the meeting view.

The meeting detail view lists all the participants on the left side, participant usage and quality information in the middle, and a sliding right panel with specific meeting details.


In progress meetings are shown with an icon. In progress meetings don’t refresh automatically. Click the refresh button to update the meeting information that’s shown on the page.

Participants List

The name of the participant or device, and the icon of the device used to join the meeting, shows up on the left. If someone joins a meeting using their Webex client and they connect audio with call back over PSTN, then two entries are shown. For example, when you call into a meeting and your Webex Teams app is paired with a Cisco Webex Room Device, there are two entries: Webex Teams app and Room Device.

Hover over a participant to see a short summary about the participant, such as the client type used to join the meeting. When someone calls into a meeting, you can see their join time, and the amount of time they were in the meeting.

Join Meeting Time (JMT)

The JMT for each client is captured with the exception of calls using PSTN. JMT is calculated in seconds as (the time from clicking the meeting link to loading the preview window) + (the time from clicking the Join Now button in the preview window to connecting into the meeting).

JMT doesn’t count the time the user spends browsing menus, making selections in the preview window, or waiting in the lobby.

A JMT of less than 10 seconds is shown in green, between 10 and 20 seconds is shown in yellow, and over 20 seconds is shown in red. Hover over the colored dot to see the JMT of a participant.


A participant’s join meeting time will always show the first time that the participant joined the meeting, even if the participant leaves and re-joins the meeting multiple times.

Meeting Details

Meeting details are shown on the right-side sliding panel, and can be collapsed with the button.

Meeting details include a summary of the meeting, such as the meeting number, conference ID, the Webex site name, the date and time the meeting took place, the type of meeting that was held, the number of participants, and the host's name and email address. The Meeting details also indicates if audio, video, and recording were used, and if a screen was shared how long the screen share lasted.

The host name and email indicate the user who scheduled the Webex meeting or the person who created the meeting in Webex Teams.

A legend is provided under the panel. Hover over the icon to see how the thresholds are defined.

Audio, Video, and Sharing Tab

You can switch between the Audio, Video, and Sharing tabs to see the detailed views of a meeting, which includes JMT, usage, and quality metric.

Quality data is updated every minute. Network quality is visualized using green (good), yellow (fair), or red (poor). If you see a dotted gray line, it means the audio, video, or sharing of the device is turned off. If you see a solid gray line, that indicates only minimal data is available, like usage and JMT. Solid gray lines mean the user joined the meeting with an application or device that is older than the minimum supported version, a Cisco on-premises device, or a 3rd party SIP endpoint.

You can hover over a line to see a summary of the quality metric as a pop-up.

An H icon indicates when a participant becomes the host of the meeting and a blue line shows who's sharing their screen.

A purple icon indicates when a participant changes their network connection, headset, microphone, or camera during a meeting. Hover over the icon to see the change details.

Details Tab

The Details tab provides a table view of participants. You can see how long they were in the meeting for, the client and platform they used to join a meeting, their IP addresses, their hardware information, how they ended a meeting, the location they joined from, and if they were the host. You can use the scroll bar to see additional information, such as the participant's dialed #, audio, video and share transport and codec, microphone, speaker, and camera. This table can be exported to a CSV file using the Export Record button at the top right.


The meeting details shows values that are relevant to the meeting. If a feature or function wasn't used, like if no one shared their screen during the meeting, then the value is left blank.

Export

From the meeting or participant view, you can export meeting information in a JSON file. You can also export the participant list and details to a CSV file.


Presenter and host information in the data tab isn't included in the JSON file.

Click on a participant name to see the detailed metrics of their client and device. All information is updated every minute. Additional information about a participant's equipment and network can be found on the right side.

Participant Details

You can click on the down arrow on any of the charts to collapse them. You can also switch between showing Sending & Receiving, Sending, or Receiving details with the drop-down menu next to Signal.

Audio Quality, Video Quality, Share Quality and CPU Usage data is updated every minute for meetings that are in progress.


You can click the red or yellow line segments to highlight the selection with a vertical bar. Then hover over each of the line to show the pop up with the actual value and timestamp of each chart.

  • Audio Quality – The quality of the audio experienced by that participant throughout the meeting.

  • Video Quality – The quality of the video experienced by that participant throughout the meeting.

  • Share Quality – The quality of any content shared during the meeting. The share quality includes information on how content was sent and received.

  • CPU Usage – The percentage of the CPU that was used by the device that the user joined the meeting with.

Here are the quality metrics that are available.

Title

Description

Latency(ms)

Latency is a delay in the delivery of audio or video during a meeting.

Packet Loss (%)

Packet loss occurs when there is a problem transmitting data packets, and some packets are dropped before they are received by the recipient.

Jitter(ms)

Jitter is a variation in the delay of packets that are received.

Media Bitrate(kbps)

Bit rate is the number of bits that are processed per second.

Frame Rate(fps)

Frame rate is the number of frames that are shown every second of a meeting.

Resolution(p)

Resolution is the number of pixels shown on user’s screen during a given amount of time.

System CPU(%)

The total percentage of CPU that is used by all applications. On a multi-core system, CPU usage is measured across all cores.

Webex App CPU(%)

The percentage of CPU that is taken by Webex Meetings or Webex Teams during the meeting. On a multi-core system, CPU usage is measured across all cores.

Equipment and Networks Details

The Equipment and Networks panel shows you information about a participant's configuration. You can collapse the panel with the button.

Similar information is available for the Webex Meeting Desktop application, Webex Teams Desktop application, Webex Teams for Android, Webex Teams for iPhone and iPad, and cloud-enabled devices. Webex Meetings for mobile, on-premises devices, and 3rd party SIP devices will be supported in the near future.


Platform, microphone, speaker, and camera details aren't availble for cloud-enabled devices.

Only phone number and conference bridge information is available for call in and callback users.

For PSTN: Call In and Call Back, only phone numbers or conference bridge information is available.

Here is the equipment and network data that is available.

Title

Description

Client

The type and version of the application used to join the meeting.

Platform

The operating system and version of the device used to join the meeting. Possible values could be "windows", "mac", "android", "ios", and "linux”

Join From

If the user joined the meeting by browser, this shows the browser type and version used to join the meeting.

Hardware

(Coming soon) This hardware make and model of the device used to join a meeting. For computers this might be "Lenovo Thinkpad p60". For phones this might be "Samsung Galaxy S7". For room devices this might be "Cisco Webex Room Kit".

Connection

The type of network connection that the client used to exchange media. Possible values could be "wifi", "ethernet", "cellular", or "unknown".


 

This is not tracked per media type. It it is possible (and relatively common) that this changes over the course of a meeting.

Local IP

The local IP address of the client for the network interface that it is using to transmit media.

Public IP

This is the public IP address of the client as seen by the media servers.

Location

Geo lookup of Public IP address.

Media Node

The datacenter or region of the media node that the client is connected to. For cloud based media nodes this will be a general region name such as "San Jose, USA".

For video mesh based media nodes, this will have a more specific name that matches the video mesh cluster name that was provisioned by the customer.

Audio Transport

The network type used to transport audio. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

Video Transport

The network type used to transport video. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

Share Transport

The network type used to transport a screen or application share. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

Audio Codec

(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call.

(Receive) The media encoding and decoding format in use for the media received by a client.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

Video Codec

(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call.

(Receive) The media encoding and decoding format in use for the media received by a client.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

Share Codec

(Receive) The media encoding and decoding format in use for the media received by a client.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

Microphone

The brand name and model information for the the microphone that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial microphone used is reported.

Speaker

The brand name and model information for the the speaker that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial speaker used is reported.

Camera

The brand name and model information for the the camera that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial camera used is reported.

Type

The type of call made. Values might be Edge Audio, Toll number or Toll Free number

Phone

The phone number of the Participant.

Dialed #

The conference bridge PSTN number.

Join Time

When the participant joined the meeting shown in the time zone you select.

Duration

Duration of the meeting.