Troubleshooting Tips for Cisco Webex

Recommendations for Best Possible Video Conferencing Experience

While the district has a robust network infrastructure, remember that other factors outside of the district network may affect your experience. Cisco Webex relies on Internet Service Providers, both in-district and at home, as well as external Webex resources. With many businesses and school districts working and learning remotely, Internet infrastructure resources will be relied upon more than ever before.

Here are some suggestions for reducing the bandwidth load of a Webex:

  • Restart your computer every morning
  • Close extra browser tabs and unused applications
  • Start your session a few minutes early, to avoid the bandwidth surge that occurs when everyone begins class and video-conferencing at the same time
  • Grid layout (Brady Bunch view) uses significantly more bandwidth than the Classic layout
  • Virtual backgrounds use additional bandwidth
  • Sharing content uses additional bandwidth
  • Consider muting the microphone and disabling your camera (and having students disable their cameras) whenever feasible

Video and/or Audio is Choppy or Halts

1. Restart the device. Note: Many issues with Webex and other applications can be resolved by simply restarting your device every day.

To speed up the restart (and free up working memory needed for video conferencing), make sure you uncheck the box to reopen windows.

2. Use the Cisco Webex application. If you are connecting to Webex through a Web browser, try downloading the Cisco Webex app instead. On a district laptop or iPad, download the app through Self Service. Note: On teacher laptops, you must log into Self Service to find the app.

3. Re-install the Cisco Webex application. If you are on a district laptop or iPad, re-install the Cisco Webex application.

  • Open Self Service
  • If you are on a district laptop, log into Self Service
  • Re-install Cisco Webex
  • Restart the device

4. Quit out of all other apps.

5. Turn off Remove background noise

  • Click the down-arrow on the right side of the Mute button > Settings
  • Uncheck Remove background noise
  • Close the Speaker and Microphone window

6. Change to Low-Bandwidth Mode. Audio and video performance may improve by choosing Low-Bandwidth Mode on your iPad.

7. Use 5GHz home Wi-Fi if available. 5GHz transmits data at a faster rate and is better for video. You may need to locate yourself closer to your Wi-Fi antenna in your home since 5GHz has a shorter range.

8. Check your bandwidth. The slower the speeds, the more likely you are to have choppy video and audio.

  • There are many free sites that will run a bandwidth check – speedtest.net is just one.
    • As a reference, as of September 2020, the average speeds in the US for wireless devices was 124 Mbps (download) and 58.93 Mbps (upload).
  • You can also perform a check while in the Webex application – Go to Help > Health Checker > Summary…
  • If you think your speeds should be higher, contact your Internet Service Provider. You may need to replace your modem/router.
  • If bandwidth is a problem, consider:
    • Changing from a wireless connection to a wired connection
    • Disconnecting other devices in the house that are connected to the Internet
    • Moving closer to your wireless router
    • Turning off your video
    • Changing your view in Webex from grid view (also known as the Brady Bunch view) to Active Speaker

Audio is Not Working

On a Computer

  • In the Webex app:
    • Click the More Options button (three dots) at the bottom of the window
    • Click Speaker, Microphone, and Camera
    • Make sure the Speaker and Microphone selected are correct
  • In System Preferences:
    • Click on Security & Privacy
    • Click on Microphone
    • Make sure Cisco Webex is checked to allow the microphone

On an iPad

  • In the Webex app:
    • Tap the More Options button (three dots) at the bottom of the window
    • Tap Audio Device
    • Make sure the iPad is checked to use the iPad speakers for audio
  • In the Settings app:
    • Tap on Privacy in the left menu
    • Tap on Microphone in the right menu
    • Make sure Webex is turned ON (green) to allow the microphone

Video is Not Working

On a Computer

  • In the Webex app:
    • Click the More Options button (three dots) at the bottom of the window
    • Click Speaker, Microphone, and Camera
    • Make sure the Camera selected is the correct one (usually, the built-in camera)
  • In System Preferences:
    • Click on Security & Privacy
    • Click on Camera
    • Make sure Cisco Webex is checked to allow the camera

On an iPad

  • Two-way video will not work when joining a meeting through the browser – You must use the Cisco Webex app.
  • In the Settings app:
    • Tap on Privacy in the left menu
    • Tap on Camera in the right menu
  • Make sure Webex Meet is turned ON (green) to allow the camera

Student is Unable to Join the Teacher’s Webex

If teachers include a link to the meeting in Schoology or Seesaw, the link may try to open the meeting within the Schoology or Seesaw app, which will not work. We suggest providing a QR code to students PK-3rd to access the Webex Personal Room. When adding a link in Schoology, be sure to uncheck the Open in Schoology button when sharing your link.

Recommended practice is for teachers to use their Webex Personal Room, and provide the URL, meeting number, and/or phone number to students. Click here for step-by-step directions. Note: Do not use a scheduled Webex Conference Meeting.

Multiple Students are Sharing a Home Computer

We would recommend that each student use their own dedicated browser profile on a home computer. This way, if the browser holds on to credentials for the student, there is no confusion as to which account a student is using to access digital tools requiring a login.