Webex Teams - Unable to send your message

[DougReid68633]

Hi there,

I have a client who is having regular troubles sending messages in Webex Teams. His vpn connection appears to be stable and he has all the latest versions of required software. The user often gets the 'Unable to send your message' error when trying to send messages to people and has had to hit resend up to as many as 8 times. For now this appears to be an individual issue and we are asking that the client uninstall/reinstall the Webex Teams application. 

If there are any other suggestions on how to troubleshoot this it would be greatly appreciated.

Thanks,

Doug

[Fritz_H]

@DougReid68633 

In case this issue does not occur when not using the VPN-connection, your IT-Dept. may consider to use a split-tunnel-setting.
This will allow all data-traffic which is destined to your internal IT to bypass the VPN and connect directly to the internet.

Since this may cause security-issues: perhaps the VPN-Solution may be tailored that way, that only certain ports/traffic/destination addresses is routed that way.

You may find more details here: https://help.webex.com/en-us/WBX000028782/Network-Requirements-for-Webex-Teams-Services

[DougReid68633]

We already have split tunneling in place (according to the URL documentation) and regardless if the user is on or off vpn the issue happens. This is an isolated user and we have not had much success reproducing the same problem for others.

[Fritz_H · Accepted solution]

@DougReid68633 

Sorry, I did not know, that this VPN-Config is already in place..

Did you try to delete the local database of the Teams-Client?
I suggested the same here (Screenshots)
https://community.cisco.com/t5/webex-meetings-and-teams/deleted-person-keeps-being-added-back-to-space/m-p/4188939/highlight/true#M2333

[DougReid68633]

The client uninstalled their Webex Teams application so I'm assuming it would have rebuilt the local database upon reinstall. They are not currently reporting the issue but I will keep your suggestion in mind should it start happening for them again. 

Thanks for the recommendation. I will mark as a solution.