Introduction

No one joining your session

• 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.

Attendee cannot log in

• Verify that the attendee is using the correct password.

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

Attendee's Cisco Webex Training session loads slowly

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

• Ask the attendee to close all applications except Cisco Webex.

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

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

Attendee’s audio disconnects

• Send a chat or an instant message to the attendee 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.

• Use a second computer to rejoin the session.

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.

Attendees cannot hear one another

• Make sure that audio connections are not muted.

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

• For VoIP connections, reset a connection by clicking Mute > Unmute.

Attendees cannot access breakout sessions

• Make sure you assigned them breakout privileges.

• Manually assign people to breakout sessions.

Tests are not visible

• Verify that they were attached during scheduling.

• Check that the Testing panel is open.

Attendees cannot connect to the Hands-on Lab

• Check that computers are turned on and logged into the network.

• Verify that the lab was reserved for the session date and time.

The session has late arrivals

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

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

Attendees are Multi-tasking

• Use Attention Tracking to monitor attendees, and adjust your presentation if the audience loses focus.

• 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 attendees to mute their audio or do it for them.

An attendee is causing distractions

• 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.

Breakout sessions lose focus or run long

• Click Breakout > Broadcast Message to send a message to all or some participants.

• Click Breakout > Ask All to Return.