Control Hub Troubleshooting - Some users show no detail while others do

[Roray Stewart]

Starting to see this on a very regular basis where when we go to troubleshoot a meeting we find that some users have the coloured lines indicating the quality while others don't. If we look a little deeper, the ones that show the coloured lines report the version of Webex Meetings/Teams they are on while those that don't have no version information. Is this linked to the version of the installed of Webex they are running? A VPN, any other idea?

Couple of screenshots to try and show what I mean.

Are any other site admins seeing this behavior?

Thanks in advance

Roray

[Ashish Patel]

Check which client versions the users are running.  The Support Matrix and what can be seen in Control Hub Analytics and Troubleshooting are here in the tables
https://help.webex.com/en-us/ni3wlvw/Advanced-Diagnostics-and-Troubleshooting-in-Control-Hub-xa

Thanks

ashish

[Roray Stewart]

As a site we're on 40.11 due to go to 40.12 later today, we also only started using Webex Meetings this year, Teams we've used a little longer but the users report being on the latest version. According the matrix the versions supported date from June 2019 onwards so I know we're well within those versions.

[DerekD]

Our site is on 40.11 and for several of the users that are more tech savvy, I have confirmed their client has (auto-)updated to 40.11.  Also it is no consistent across users/devices as they may have telemetry data for one meeting, but not the next one.

[davidoconnor2010]

I have this too.  Over two different Webex Sites and there is no pattern that I can find and I have users on VPNs, direct, mobile, all sorts and there are times when two users on the exact same devices that I know and connecting the exact same way, one will show stats and the other will not.