topic Re: multiple teams users getting error for "key management" on health checker in Webex Administration

multiple teams users getting error for "key management" on health checker

rgorton21 — Fri, 04 Dec 2020 03:32:52 GMT

We have multiple users including myself that stop receiving messages on the Windows Desktop client. We are running version: 40.11.0.1.17133. I will stop being able to send or receive messages I run the health checker and there is a server error services impacted: key management.

I have to reset the database and log back into the client and that fixes the issue for maybe 10 minutes. Anyone else seeing this? Anything you recommend to troubleshoot?

Re: multiple teams users getting error for "key management" on health checker

Matthew Miktus — Tue, 08 Dec 2020 22:02:54 GMT

have a user with this same issue - upgraded to latest "Webex" client released today

40.12.0.17276 - still has it..

Can reset the database - and it'll work for a bit, then bomb out.

Cannot send/receive messages from the client - but mobile phone and web work fine.

Re: multiple teams users getting error for "key management" on health checker

Matthew Miktus — Wed, 09 Dec 2020 18:06:31 GMT

Opened a TAC service request to address this. SR 690442012

@rgorton21 If you do so as well it would help.

Re: multiple teams users getting error for "key management" on health checker

rgorton21 — Wed, 09 Dec 2020 18:29:41 GMT

@Matthew Miktus we have a TAC open as well that is with the BU SR 690422613

Re: multiple teams users getting error for "key management" on health checker

StephenBoissonneault52914 — Fri, 08 Jan 2021 22:03:49 GMT

If you have HP laptops check to see of HP Velocity is installed. If so uninstall it. That seems to have fixed it for me.

Re: multiple teams users getting error for "key management" on health checker

rgorton21 — Mon, 11 Jan 2021 15:57:37 GMT

I will also try that...it seems that my old laptop does have HP Velocity installed that is having the issues I will uninstall it and monitor thanks!

Re: multiple teams users getting error for "key management" on health checker

Matthew Miktus — Mon, 11 Jan 2021 16:56:18 GMT

User did have Velocity installed and DID uninstall it - we're in the wait-n-see period now. BUT it does look promising.

Re: multiple teams users getting error for "key management" on health checker

Matthew Miktus — Tue, 12 Jan 2021 14:58:20 GMT

update:
with velocity uninstalled, it still occurred at a very specific time - when the user switched from light to dark mode. It was repeatable.

Re: multiple teams users getting error for "key management" on health checker

rgorton21 — Thu, 14 Jan 2021 19:33:25 GMT

Matthew

So with light mode has it been working consistently?

Re: multiple teams users getting error for "key management" on health checker

Matthew Miktus — Thu, 14 Jan 2021 21:42:40 GMT

It does appear that way

Also uninstalling HP velocity did help

Re: multiple teams users getting error for "key management" on health checker

rgorton21 — Thu, 14 Jan 2021 21:47:59 GMT

since we are communicating this information back to Cisco can you tell me what version you are on?

Re: multiple teams users getting error for "key management" on health checker

Matthew Miktus — Thu, 14 Jan 2021 22:23:29 GMT

we have a TAC Case open as well : 690442012

It appeared as we rolled up from the October release to November. We pushed the NOV release via SCCM - then the rebranding hit...

TAC offered us a stand-alone installer that allowed us to roll back to October which seemed to fix it. It was a combination of messing around and luck that we ID'ed the light-mode/dark-mode thing. the HP Velocity discovery was based on findings from another thread.

my $.02 - TAC seems stumped by this