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Troubleshooting Guide for Cisco Webex Meetings Server Release 3.0

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Book Title

Troubleshooting Guide for Cisco Webex Meetings Server Release 3.0

Chapter Title

Downloading Applications

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Updated:
November 12, 2019

Chapter: Downloading Applications

Downloading Applications

Automatic Sign in to Productivity Tool Download Is Unavailable with Firefox and Chrome Browsers

Problem  If a user downloads the Webex Productivity Tools from Internet Explorer, the Webex site URL is pre-populated in the Webex Assistant Application, thereby easing the process of end-user sign-in. However under Mozilla Firefox and Google Chrome this capability is not available.

  • Possible Cause  When the user downloads Webex Productivity Tools by using Internet Explorer, Webex Assistant reads a browser cookie from the Internet Explorer browser cache that lets it uniquely identify the Webex site and pre-populate that information in the sign-in screens.

  • Possible Cause If a user downloads Productivity Tools using a browser other than Internet Explorer, the cookie information is unavailable, because other browsers store cookies in an encrypted fashion, thereby making them inaccessible to desktop applications like Webex Assistant.

  1. Solution When the user initiates the download of Webex Productivity Tools from the Downloads page, instructions are provided to users about how to manually sign-in to Webex Assistant.

  2. Solution  If manually signing in to Webex Assistant is a problem for users we recommend pushing a silent installer to the desktops of your end-users. You can pre-populate one of the installation switches as part of a silent installation in the Webex site URL. Refer to the Cisco Webex Meetings Server Deployment Guide for more information.

PC Users without Administrator Privileges Cannot Join Meetings Hosted by Cloud-based Webex Users

Problem  Some sites have deployed a Cisco Webex Meetings Server (on-premises Webex) and also use cloud-based Webex Meeting Services (SaaS Webex). To host or join a meeting, the Webex Meetings application must be installed on users PCs. For sites that have deployed Cisco Webex Meetings Server Release 1.5 MR3 (build 1.5.1.386) or earlier, the Meetings application file for Webex Meetings Server and Webex Meeting Services were saved in the same folder on users PCs and are incompatible. The result is users cannot join meetings hosted by cloud-based Webex users.

Solution For sites that have deployed Cisco Webex Meetings Server Release 1.5 MR3 (build 1.5.1.386) or earlier, to enable users to join both an on-premises or a cloud-based Webex meeting, the Meetings application must be uninstalled and then re-installed in the correct folders on users PCs. Users can perform the uninstall and reinstall procedure if they have administrator privileges on their PCs. If users do not have these privileges, the administrator can run a script to complete this process.

Solution The order in which you should uninstall and reinstall the Meetings application is as follows:

  1. Solution Uninstall the Meetings application files for the Webex Meeting Services which are stored locally on users PCs in the C:\ProgramData\Webex folder. Then uninstall the Meetings application files for the Cisco Webex Meetings Server which are also stored in the C:\ProgramData\Webex folder. See "Uninstalling Cisco Webex Meetings Locally" in the Cisco Webex Meetings Server Planning Guide.

  2. Solution Download and install the Meetings application files for the Webex Meeting Services to the C:\ProgramData\Webex folder. See "Installing Cisco Webex Meetings" in the Cisco Webex Meetings Server Planning Guide.

  3. Solution Download and install the Meetings application files for the Cisco Webex Meetings Server to the C:ProgramData\Webex\Webex\onprem_1524 folder. See "Installing Cisco Webex Meetings" in the Cisco Webex Meetings Server Planning Guide.


Note
For sites running Cisco Webex Meetings Server Release 1.5 MR3HF (build 1.5.1.386) and later, when users download and install the Webex Meetings application (or install locally in a locked down environment) the installer deletes the old files from the C:\ProgramData\Webex folder and installs the new Webex Meetings application files in the correct folders.

Sign in to a SSO Site Using the Productivity Tools Fails

Problem You attempt to sign in to your SSO-configured site using the Productivity Tools and your sign-in attempt fails.

Possible Cause Your IdP sign in might not support Internet Explorer 6.

Solution Add the following to your registry and attempt to sign in again using the Productivity Tools: HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_SCRIPTURL_MITIGATION | "ptoneclk.exe"=dword:00000001 | "outlook.exe"=dword:00000001 | ptWbxONI.exe"=dword:00000001 | ptUpdate.exe"=dword:00000001 | PTIM.exe"=dword:00000001 | ptSrv.exe"=dword:00000001

The Cisco Webex Meetings Application Fails to Open

Problem Users experience cannot open the Cisco Webex Meetings application on Windows, when they connect to their corporate intranet using Cisco Any-Connect VPN Client. This failure occurs only when the user attempts to download and install the Cisco Webex Meetings application the first time they to join a meeting.

Problem This problem does not occur when the user attempts to join the meeting without VPN turned on (this assumes that the Webex site is enabled for public access).

Possible Cause Users have an outdated version of Java.

Solution Update your end-user Windows desktops to the latest Java version. If this does not work, have users manually install the Cisco Webex Meetings application from the Downloads page. These workarounds assume that users have administrator privileges to install applications on their PCs. If they do not have administrator privileges, you can push the Cisco Webex Meetings application to their PCs.

Error 1316 Occurs During Application Installation

Problem While installing one of the application downloads (Cisco Webex Meetings, Productivity Tools or Network Recording Player), the installation process stops and you receive Error 1316.

Possible Cause You are attempting to install the same version of the application that is currently installed, but the installer has a different name.

Solution Do one of the following actions:

  • Solution Obtain an installer that includes the same version currently on your system and change the name displayed in the error message before attempting to reinstall it. Copy your modified installer to the path included in the error message.

  • Solution Uninstall the existing application and reinstall it.

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