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Personal Room Error "We couldn't find the Personal Room user.name. Try again"

gregory.evans-c
Beginner
Beginner

This error started when our team adjusted the filter to accept underscores in account names. A mistake was made that started to make all Webex users inactive. After reversing the mistake all users were back to active. We are now experiencing issues with Personal Rooms. The first error was "Invalid user". We verified that the user was active and would activate if not. The more common error is  "We couldn't find the Personal Room user.name. Try again". This is happening more and more. Or troubleshooting steps are using a private browser and signing in to the SSO. Closing all open Webex applications then logging into the Webex site first. Is Cisco able to provide diagnostic information for PMRs that are not in a "healthy " state ( account and PMR provisioned but  inactive or not accessible) that could help with targeting a comm (or troubleshooting)?

2 Replies 2

grejacob
Cisco Employee
Cisco Employee

I would recommend to contact support.
https://help.webex.com/contact  (scroll to bottom to call or chat)

please try validating logs on the expressway core.

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