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Troubleshoot Your Cisco Webex Training Session

Don't let issues stop you from connecting to your attendees during a training session. Use this doc to address technical difficulties and to manage your session.

Introduction

Use this article as a guide to resolving issues that might occur during your training session. Do not let challenges keep you from connecting with attendees. Consider having a panelist or presenter available to help with technical issues when working with breakout sessions or the Hands‐on Lab.

Addressing Technical Issues

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.

Managing the Session

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.

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