WebEx - Known Issues

The primary source for support or help is available from WebEx. You can also reach them via telephone: 1-866-229-3239 (1-844-548-1604 French). A full list of phone numbers for all regions is available.

CCS has collected the following information which might help with issues you are having. Please review these Known Issues before submitting a help request. 

NOTE: Known Issues are issues that are under investigation and may or may not be resolved at some point in the near future. Known issues that are confirmed without any resolution and/or workaround will be moved to the Limitations section.

Previous WebEx session makes it look like you are logged in when you are not 

If you have previously participated in a WebEx session as a participant and included your @uoguelph.ca email address in the startup process, the cached information will make it look like you are logged in when you visit the University WebEx page, uoguelph.webex.com. The page will present you with your first name and last name from our central directory (updated appropriately), but you will still see the "Login" link in the top right corner. Aside from the "Login" link, the page looks almost identical to when you are logged in. You must click this link to initiate the SSO login process.

Clients see an "Atmgr Error" when using WebEx Productivity Tools (Windows)

We are aware of clients seeing the following error while using WebEx Productivity Tools (Windows): Atmgr Error: Please check the meeting key options in webex.ini , whether this file is empty or any key options are not found. We have opened a support request with the WebEx team and hope to address this soon. We don't believe this error is causing any interruption in service or functionality.

Update (May 31, 2018): The WebEx team has confirmed this as a cosmetic bug and will not impact usability. The bug is corrected in later versions of WebEx. We hope to upgrade to a later version sometime before the Fall 2018 Semester.

WebEx will not work for accounts with first names or last names greater than 32 characters

Unfortunately, WebEx will not work for accounts with first names or last names greater than 32 characters. This will mainly affect organizational accounts as all name information is contained in the last name field. If you require WebEx access for your account and either your first name or last name is greater than 32 characters, you will need to contact the CCS Help Centre to have your central directory information updated to something shorter. 

NOTE: Because you are updating central directory information, the change will be visible not only for WebEx but for all services relying on this information.

Clients will see a "Error 3 : No user account found in the system" when their email address does not match WebEx records.

If you are seeing this error after being informed by CCS that your account has been created, it might be an email address mismatch. First, confirm your account has been created by visiting uoguelph.webex.com/meet/<userID> , where <userID> is your central userID (without angle brackets). If you see your personal room has been created, then your account has been created, but your your email address may not match WebEx records. Please contact the CCS Help Centre or use the Request Help web form.

If you need additional help or have questions about the service, please use one of the following methods for contacting the CCS Help Centre: 

  • Email us at IThelp@uoguelph.ca 
  • Phone us at 519-824-4120 ext. 58888 
  • Visit us at the IT Help Desk in the library


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