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Aug 15, 2018 | view(s) | people thought this was helpful

Troubleshoot Your Cisco Webex Meeting

You can quickly fix problems you might experience in a Cisco Webex meeting.

Introduction

Use this article as a guide to resolving issues that might occur when you are hosting a meeting using Webex Meetings. Do not let challenges keep you from connecting with participants.

Addressing Technical Issues

No one joining your meeting

  • Check that the invitation contained the correct URL.

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

  • Contact attendees to rule out technical issues.

Participants can't 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 meeting URL from the invitation email into the browser Address bar.

Webex session loads slowly

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

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

  • 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 teleconference 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 a VoIP option.

Your browser crashes

  • Open a new browser window and try to rejoin the meeting using the meeting 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 then Unmute

Manage Distractions

Late arrival

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

  • Have a "cut-and-paste" chat message explaining that participants will have access meeting notes, chat, or the meeting recording later if they need 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 meeting to keep the participant from rejoining.

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