Unable to Sign-in to WebEx PT/WebEx Assistant or Launch WebEx Meetings

Those of you, who have upgraded their CWMS environments to version 2.7(1), please note that there was a change in the way this new version of WebEx is dealing with TLS Support. TLS 1.0 is no longer supported. “Big deal!”, you say, as TLS 1.1, TLS 1.2 and even the draft of TLS 1.3 are all out with the first two being widely supported. But then you get a user who, on a day after the upgrade to a newer version of CWMS, complains that he/she is unable to login to WebEx Assistant (a.k.a. WebEx Productivity Tools), getting the following error:

WebEx Assistant "The system is having difficulty processing your request"

The system is having difficulty processing your request. Try again a little later.

The user can login to the CWMS site, but is unable to join an existing meeting or launch a new one, getting the following error:

WebEx "Setup was unsuccessful. Please try again"

Setup was unsuccessful. Please try again.

Error [5]

Note: I’ve also seen “Error [103]” and “Error [104]” codes.

If this wasn’t enough, the user may also see this when attempting to use WebEx PT from within Outlook:

WebEx PT Cannot Access your WebEx site now

Cannot access your WebEx site now. Try again later.

The solution is to enable TLS 1.1 (and TLS 1.2, for that matter) under “Advanced” tab of IE’s Internet Options:

Internet Explorer Advanced Options TLS

The settings will take immediate effect, allowing the user to login to WebEx Assistant and launch/join a WebEx meeting.

Hope this helps someone.

Alex

I have been working in the Unified Communication space for about a decade, with the most recent years devoting my attention almost exclusively to Cisco technologies. These include Cisco Unified Communications Manager (CallManager), WebEx Meetings Server (CWMS), Cisco Jabber, Cisco TelePresence, and Cisco IronPort Email Security Appliances (ESA).

2 thoughts on “Unable to Sign-in to WebEx PT/WebEx Assistant or Launch WebEx Meetings

  1. Thank you for sharing the “cannot sign in to Webex” info, specifically the stuff under “Error 104.” It helped me tremendously!

    – Michael

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