topic Re: WebEx devices showing offline in Webex Devices

WebEx devices showing offline

Aswin S — Fri, 26 Mar 2021 16:47:06 GMT

for a particular remote location, WebEx devices showing offline in WebEx Control Hub, but I am able to launch its Web Portal and do the device changes. Rebooting the device does not resolve the problem. What could be the problem, can someone help please?

Re: WebEx devices showing offline

yhung — Fri, 26 Mar 2021 19:43:11 GMT

Are you able to check what version of software is running on?

Re: WebEx devices showing offline

Aswin S — Mon, 29 Mar 2021 09:16:55 GMT

Affected location devices have RoomOS 10.2.1.3 886f017f09c.

Also another location devices having same OS but no issues found.

Checked with Fire-Wall team, ports are fine in FW configurations.

Re: WebEx devices showing offline

yhung — Mon, 29 Mar 2021 14:03:11 GMT

That is definitely strange, I have not run into this issue myself, on the device itself, it allows you to run a diagnostic test, does that return all successful?

Re: WebEx devices showing offline

Aswin S — Mon, 29 Mar 2021 15:56:22 GMT

Yes yhung. I can able to generate all logs. This issue is intermittent. Now it is showing online as expected. Observed around five days.

Re: WebEx devices showing offline

yhung — Mon, 29 Mar 2021 16:00:18 GMT

Might be best to open a support case with TAC for them to look further through the logs.

Re: WebEx devices showing offline

Aswin S — Mon, 29 Mar 2021 17:08:48 GMT

Yes Sure. Thanks.

Re: WebEx devices showing offline

carlo.fontaine@ascom.be — Thu, 03 Feb 2022 14:18:19 GMT

Did you find a solution to this problem?

I have the same issue with some Room navigators going offline on the Control hub. The device itself works fine and has no issues.

Other room navigators on the same network segment do not have this problem. Nothing blocking on the firewall level either.

Re: WebEx devices showing offline

lzhu — Tue, 22 Feb 2022 22:29:17 GMT

I am having the same issues. Some webex systems are showing Offline randomly but i can ping them and log onto the web portals. Were you able to determine the root cause?

Re: WebEx devices showing offline

carlo.fontaine@ascom.be — Wed, 23 Feb 2022 08:43:03 GMT

Same problem here. Are there any updates on this?

Re: WebEx devices showing offline

Aswin S — Fri, 25 Feb 2022 21:39:07 GMT

So far no solution. We had some network changes and that issue appear away. Seems to be a cosmetic bug. but not sure.

Re: WebEx devices showing offline

dhanley — Sat, 05 Mar 2022 21:35:18 GMT

Our team has seen that issue as well and factory reset of the device resolved the issue.

Unsure of root cause

Re: WebEx devices showing offline

bcassidy — Wed, 04 May 2022 15:43:40 GMT

We have the same issue, mostly room navigators, but also some webex shares and room kit plus devices. Factory rest did not fix the issue. Have a TAC case opened.

Re: WebEx devices showing offline

misif36632 — Fri, 06 May 2022 10:34:20 GMT

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Re: WebEx devices showing offline

Garvan Long — Thu, 12 May 2022 05:48:57 GMT

Are the affected Navigators network paired or directly connected to the Webex Device?. If network paired and its possible to direct connect to the codec I would try direct connect first.

If network connected I would look at the switch port configuration and configure as basic a switch port as possible. I would also look at the firewall logs for the IP address of the Navigator and look for reset connections or connections being refused or sessions being reset.

It may be related to session timers on your firewall or advanced features seeing the behaviour of the Navigator as an anomaly and taking action that makes the device appear off line but does not impact the operation.