When sharing a screen/application in WebEx, it shows just as a gray screen for other participants

dpetrovi · ‎07-17-2015

This is a new issue reported on WebEx SaaS and CWMS. The issue is caused by a new security patch from Microsoft. Any PC with this patch applied will experience this issue.

https://support.microsoft.com/en-us/kb/3069392

Current workaround is to uninstall this KB from the PC.

On CWMS side we have a new defect filed: https://tools.cisco.com/bugsearch/bug/CSCuv36151

This defect is resolved in CWMS 2.5 MR5 Patch 1 available on cisco.com (cisco-webex-meetings-server-2.5.1.5051.B.iso) and the new WebEx Meetings client will be introduced. Keep in mind that this Patch 1 can be applied only on top of 2.5 MR5 version. In case you have 2.5 MR4 or earlier version, you need to first update to 2.5 MR5 and then update to 2.5 MR5 Patch 1.

New set of 2.5 MR5 Patch 1 clients is available: cwms-tools-and-clients-2.5.1.5051.zip

This defect is resolved in CWMS 2.0 MR8 Patch 1 available on cisco.com (cisco-webex-meetings-server-2.0.1.839.B.iso) and the new WebEx Meetings client will be introduced. Keep in mind that this Patch 1 can be applied only on top of 2.0 MR8 version. In case you have 2.0 MR7 or earlier version, you need to first update to 2.0 MR8 and then update to 2.0 MR8 Patch 1.

New set of 2.0 MR8 Patch 1 clients is available: cwms-tools-and-clients-2.0.1.839.zip

This defect is resolved in CWMS 1.5 MR5 Patch 1 available on cisco.com (cisco-webex-meetings-server-1.5.1.509.A.iso) and the new WebEx Meetings client will be introduced. Keep in mind that this Patch 1 can be applied only on top of 1.5 MR5 version. In case you have 1.5 MR4 and earlier version, you need to first update to 1.5 MR5 and then update to 1.5 MR5 Patch 1.

New set of 1.5 MR5 Patch 1 clients is available: cwms-tools-and-clients-1.5.1.509.zip

Here is the official Field Notice: http://www.cisco.com/c/en/us/support/docs/field-notices/640/fn64001.html

paul.swanson1 · ‎07-21-2015

Is there any update on this? This is a huge problem for my company ... we have over 1000 employees who use WebEx to meet with clients, demo products and offer product support. Asking prospects to uninstall a Microsoft security update in order to view a demo isn't very encouraging.

dpetrovi · ‎07-21-2015

Hi Paul,

What version do you have deployed?

Fix for 2.5 is already available on cisco.com and I listed it in the post above.

Fix for 2.0 and 1.5 will be released during this week. I'll share the info as soon as available.

I hope this helps.

-Dejan

paul.swanson1 · ‎07-21-2015

Hi Dejan,

We don't host our own WebEx. We have a sub-domain on webex.com. It is Service version WBS29, Page version 29.13.31.10015E. I think we will have to wait on the server version being updated by WebEx and/or a new client version.

Thanks.

Paul

dpetrovi · ‎07-21-2015

Hi Paul,

WebEx Sites should've been patched already. Your WebEx Site might be in lock-down mode. I would suggest reaching out to you WebEx Customer Success Manager (contact you go through for any WebEx provisioning questions), as they would need to submit a request for unlocking the site so that site can be patched.

If your end users are still impacted, I would suggest calling WebEx Support directly for assistance: 1.866.229.3239

-Dejan

paul.swanson1 · ‎07-21-2015

Hi Dejan,

Thanks for the suggestion! I contacted our provider and was informed that we are a lock-down site and are scheduled to receive the update on Friday night. I have asked our sales rep to be moved up in the patching process. We have about 100 meetings scheduled between now and the weekend, plus ad-hoc support sessions, so it's severely impacting our business.

Thanks for your assistance. We might have to wait, but at least there is light at the end of the tunnel.

Regards,
Paul

dpetrovi · ‎07-21-2015

Hi Paul,

I am glad my guidance was of help and that you have a clear path to the resolution.

-Dejan

Christopher Koelling · ‎07-23-2015

Our site is verified patched, but we are still having the issue, WebEx TAC was not of any further help after that. Is there something else that needs to be done?

dpetrovi · ‎07-23-2015

Unfortunately, I am fully familiar with WebEx on premise (Cisco WebEx Meetings Server) actions, but for WebEx SaaS, WebEx TAC should be able to assist.

One workaround you can try is to uninstall the problematic KB3069392 from the PC.

Sorry I can't be of more help.

-Dejan

paul.swanson1 · ‎07-23-2015

We have been patched, also, and our site is now working even with KB3069392 installed. Uninstalling KB3069392 also works, but if you have been patched and it is still not working, you might try the WebEx Software Removal Tool on the client PC, then re-installing the WebEx software. You can get the removal tool at https://support.webex.com. Click the "Support" link at the top of the page, then select "Support Utilities" under Tools & Information. To re-install, go to your branded website and find the Meeting Center Application under "Support > Downloads." This will install the version that matches your site version.

Hope this helps,
Paul

Christopher Koelling · ‎07-24-2015

Yep, that was the first thing I did to test was use the removal tool after the patch was installed. It worked fine on my PC, but others in the organization it did not work for...so far it is inconsistent. We are issuing an uninstall of the KB on all of our PC's for now, until we can come up with a mass deployment option that works. WebEx should take note that mass deployment of the productivity tools is VERY difficult if users don't have local admin rights. And since new Productivity Tools and Meeting Center applications come out it seems monthly, it is very difficult to keep our PC's up to date with the most recent versions...

tom.lepsic · ‎07-23-2015

I'm using a WebEx Enterprise site, who would know when the update will be available for:

https://globalfoundries.webex.com ??

And how to tell if the hot fix was applied

dpetrovi · ‎07-23-2015

Hi Tom,

WebEx Sites are patched for this issue, but it is possible that your site is in a lock-down mode and didn't receive an update. Please, reach out to your WebEx Customer Success Manager (contact you go through for any WebEx provisioning questions), as they would need to submit a request for unlocking the site so that site can be patched.

If your end users are still impacted, I would suggest calling WebEx Support directly for assistance: 1.866.229.3239

I hope this will help.

-Dejan

paul.swanson1 · ‎07-23-2015

I was told that sites that are in lock-down, as ours is, will be updated between 7 and 12pm Pacific Time on Friday. I have requested that our site be unlocked so that we receive the patch earlier than that, and I'm still awaiting word on whether that has happened.

In the meantime, we have been successful by using the Meeting Services Removal Tool found at https://support.webex.com > Support Utilities, to uninstall the WebEx software from the computer that will be the host, then re-installing the Meeting Center Application from your site under Support > Downloads. This should restore the ability to share content, at least temporarily. You may need to do this before each meeting.

Regards,
Paul

tom.lepsic · ‎07-24-2015

Hi Paul,

After calling WebEx Support for assistance: 1.866.229.3239, found that https://globalfoundries.webex.com had not been patched yet.. Don't know if or why it would be in "lock-down"? Working through our internal IT Help and the WebEx site admin to find out why. Have been able to uninstall KB3069392 and screen share, but there seems to be some company specific software installed that keeps reinstalling it..

Will try the https://support.webex.com > Support Utilities, to uninstall the WebEx software from the computer that will be the host, then re-installing the Meeting Center Application from your site under Support > Downloads. .. the next time KB3069392 gets reinstalled ..

Thank you,

Tom