MOST PROBLEMS WITH WEBEX PHONE SERVICE ARE DUE TO POOR NETWORK CONNECTIVITY, LOCAL WORKSTATION, OR FIREWALL – Webex clients register to the cloud via internet.
ONLY AFTER THE BELOW TROUBLESHOOTING HAS BEEN PERFORMED SHOULD A TICKET BE ROUTED TO THE UC TEAM, AND MUST INCLUDE SPECIFIC DETAILS OF THE PROBLEM, AND RESULTS OF THE TROUBLESHOOTING STEPS.
Troubleshooting Steps for Webex Connectivity Problems:
NOTE – for help with application install/removal, contact Desktop Support Team, as UC Team does NOT
have local admin permissions for user workstations.
First confirm Cisco Jabber is not installed, and workstation has no static DNS or IP info configured (use auto DHCP for IP address).
Flush workstation DNS: open workstation command prompt, enter “ipconfig /flushdns”
If login issues persist after completing the above, proceed below:
- Confirm Webex access at teams.webex.com and/or exelaonline.webex.com:
If successful – this confirms user accounts are active and the problem is VPN/firewall/network
related (user client cannot reach Webex services)->contact VPN/firewall/network team for
assistance. - Disconnect VPN and attempt to sign-in again to Webex client:
If successful – this confirms issue with VPN->contact VPN support team to ensure Webex services are reachable and allowed over VPN. - Reset Webex database from Webex client settings:
In Webex client, click profile picture->Help->Health Checker->Reset database.
Keep Webex signed-out, and clear IE and Edge browser caches (default cache for Webex).
Re-launch Webex and sign-in, preferably while off VPN. If successful, reconnect to VPN. - Clear Webex cache:
-1. Exit Webex and confirm app is closed from task tray.
-2. While Webex is still closed, open IE/Edge browser and clear the cache.
-3. Next, right-click Windows Start Button and select Run; enter the following string at the
prompt:
%USERPROFILE%\AppData\Local\WebEx\wbxcache
-4. Delete all data in the wbxcache folder
-5. Relaunch Webex and attempt sign-in again – be sure to specify the exelaonline.com domain at any prompts on workstations joined to other domains (i.e. regulus, btec, etc)
If above steps and application reinstall didn’t resolve issue, contact desktop support to ensure the host OS is updated and WebView2 component installed.
If service or call issues persist after above troubleshooting steps have been completed, open a browser and navigate to the link below, and include the results in any ticket opened (blocked ports, errors, etc).
https://cscan.webex.com/
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