(PLEASE SEE NOTE AT BOTTOM -- Webex has resolved this now.)
Back in Mid October of 2008 I had a Webex issue (or 9) and so I contacted Webex. Today December 4, 2008. I appear to have a resolution to the problem, because my ticket was closed and I'm being given the opportunity to participate in a Customer Support Center Survey (see below).
From Webex to Me:
Dear Scott
WebEx is committed to provide world-class support to you our customers and quickly resolve technical issues or problems. As part of our continuous improvement efforts, we invite you to complete a short survey about your recent experience with WebEx Customer Support Center.
Ticket Number: HD0000002030113
Ticket Summary: Webex One Click consistently requests a system reboot (brings up the Start / Shutdown menu ) when ending any Session. After un
Date Opened: 10/23/2008
Date Closed: 12/03/2008 07:25
(and there was a link to the survey)
Sincerely,
Troy Strahl
Vice President, Customer Operations
WebEx Communications, Inc.
So what happened was: I installed the Webex Productivity Tools, and that gives me the One Click Webex in the system tray. Neat, right? Yes, it is. When it worked I really liked it and it used to work for me a few versions back.
However, what it is doing on my machine using the latest version, and continues even after an uninstall and a resinstall and a reboot after that is that anytime I use OneClick and finish a session (End Session) -- 9 consecutive requests by Windows to Shutdown appear, each of which i cancel. I am running Windows XP Professional SP3.
So....heres what happened when I reported this to Webex....
Hello Scott,
Thank you for choosing WebEx.
We understand that you are getting a system reboot prompt while ending only WebEx One Click meetings.
To troubleshoot the issue, please follow the steps below:
1. Please check if the same issue happens with another system.
2. Reinstall the One-Click meeting software and check if the issue reoccurs.
NOTE: You can reinstall One-Click meeting software by downloading and installing the "Productivity Tools" software from the "Downloads" page in your website. You can access the "Downloads" page as follows:
a. Visit your WebEx website.
b. Expand "Support" on the left navigation bar.
c. Click "Downloads" link.
If the issue persists then the issue needs to be escalated to our next level of support for further investigation.
To escalate the issue to our next level of support, we need a screenshot of system reboot prompt with the Start / Shutdown menu you are getting while ending the One-Click meeting.
Please take a screenshot by following these steps:
a. Keep the window on your computer open.
b. Press Print Screen key on your keyboard.
c. Then click Start --> Choose Programs.
d. Choose Accessories --> Click Paint.
e. Within the paint application, press CTRL and V keys of the keyboard together.
f. Choose Yes for confirmation.
g. Click File menu on the top.
h. Choose Save.
i. Save the screenshot to a directory location in your system.
j. Then attach it to an e-mail and send it to us.
We are looking forward to assist you further.
Regards,
WebEx Technical Support
For a first pass this was genuine and reinstalling could have worked, but didn't. I sent the Screenshots that were asked for, along with the reply below:
At 11:43 AM 10/23/08, WebEx Help Desk wrote:
Hello Scott,
Thank you for choosing WebEx.
We understand that you are getting a system reboot prompt while ending only WebEx One Click meetings.
To troubleshoot the issue, please follow the steps below:
1. Please check if the same issue happens with another system.
No, it seems to be just on my computer. Other computers don't have this issue.
2. Reinstall the One-Click meeting software and check if the issue reoccurs.
This was done, and the issue remains.
NOTE: You can reinstall One-Click meeting software by downloading and installing the "Productivity Tools" software from the "Downloads" page in your website. You can access the "Downloads" page as follows:
a. Visit your WebEx website.
b. Expand "Support" on the left navigation bar.
c. Click "Downloads" link.
If the issue persists then the issue needs to be escalated to our next level of support for further investigation.
To escalate the issue to our next level of support, we need a screenshot of system reboot prompt with the Start / Shutdown menu you are getting while ending the One-Click meeting.
Please take a screenshot by following these steps:
The Screenshot of how I end the session (using One Click), and a screenshot of the subsequent shutdown request which occurs 9 times.
After cancelling 9 times. It won't bother me again until I end another meeting.
a. Keep the window on your computer open.
b. Press Print Screen key on your keyboard.
c. Then click Start --> Choose Programs.
d. Choose Accessories --> Click Paint.
e. Within the paint application, press CTRL and V keys of the keyboard together.
f. Choose Yes for confirmation.
g. Click File menu on the top.
h. Choose Save.
i. Save the screenshot to a directory location in your system.
j. Then attach it to an e-mail and send it to us.
We are looking forward to assist you further.
Regards,
WebEx Technical Support
Didn't hear back at all, so I wrote again on October 29, 2008.
This [ i originally included the first email along with this] was sent 6 days ago. I never heard that it was even received.
If the issue persists then the issue needs to be escalated to our next level of support for further investigation.
Was this because you were escalating to the next level? Understandably, escalation can be an involved process.
Thanks,
Scott
So, while I know that escalation may be quite an involved process, and therefore a bit time consuming, I was just letting this issue take its normal course. Granted, I can start my webex meetings by going to our corporate webex website and logging into support center each time i want to start a meeting. One Click was so nice when it worked, I wanted it back. If you guys ever do look into this or need my assistance with working on the case again, let me know.
But I'm going to be passing on the survey right now.
Thanks,
Scott
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