Webex Teams: Troubleshooting and Known Errors

This article details troubleshooting steps for the Clearspan Webex Teams (formerly Webex Engage) application that's used for Voice over IP (VoIP) software phones.

Note: VoIP callers should be aware of certain restrictions to 911 calls. Visit z.umn.edu/voip911 for more information.

Known Error Messages

Password Resets

"Login failed: User ID/Password is incorrect. Error code 100006"

  • The User ID or Password entered does not match the system records, please try again and ensure the appropriate credentials are being entered.
  • Solution: If the error message continues to be displayed, contact Technology Help to reset the Password and verify the User ID. 

"The document "Webex.dmg" could not be opened. Zoom.us cannot open files in the "Disk Image" format."
Example of the error message.

  • This error occurs on a Mac when the device is attempting to use Zoom to open the file. 
  • Solution: Open the file with DiskImageMounter.
    Example of Downloads folder with the steps indicated. Steps listed below this image.
    1. Go to Downloads
    2. Right click the Webex.dmg file
    3. Select Open With
    4. Choose the option DiskImageMounter

"Failed to save the contact"
Example contact profile page with error message stating "Failed to save the contact"

  • This error occurs when trying to create a new contact.
  • Solution: Sign out of Webex Teams and sign back in. Then try creating the contact again. 

Updates Waiting

  • New update waiting - 
    • This button will appear in the side menu whenever you have a new update available for the Webex Teams software. 
    • Select the button and follow the prompts to update your software. 
      Webex Engage application showing the New Update Waiting button in the side menu below the Contacts, Calling, Keypad, and Voicemail options.

Troubleshooting

Audio and Headset Issues

Like a number of applications Webex works best when the audio settings match the system audio settings. You may need to restart your device or application to apply any changes made within these settings.

macOS Devices

  1. Launch System Preferences.
  2. Select the menu, Sound. 
  3. Select the sub-menus, Input and Output, one at a time.
  4. Verify the correct device is selected on each list, and verify the appropriate levels are set for Input and Output volume. 
    • You may test the Input level by using the microphone selected and monitor the levels with the current settings, adjust the volume as necessary.
  5. Launch Webex, and sign in with your User ID and Password.
  6. Open Preferences menu.
  7. Select the sub-menu, Audio.
  8. Verify the correct device is selected on each list, (Ringer/Alerts, Speaker, Microphone).
    • You may test the Speaker and Microphone by using the device selected and monitor the levels with the current settings, adjust the volume as necessary.

Windows Devices

  1. Launch Settings.
  2. Select System.
  3. In the navigation window on the left, select Sound.
  4. Verify the correct device is selected in each drop-down menu for Output Device and Input Device.
    • You may test the input and output levels by clicking Test in either category.
  5. Scroll down and select Microphone Privacy Settings on the right-hand side.
  6. Verify that Allow desktop apps to access microphone is toggled On.
  7. Verify that Webex is an allowed application on the list. 
  8. Launch Webex, and sign in with your User ID and Password.
  9. Click Profile and preferences to load the menu, then select Settings.
  10. Select the sub-menu, Audio.
  11. Verify the correct device is selected on each list, (Ringer/Alerts, Speaker, Microphone).
    • You may test the Speaker and Microphone by using the device selected and monitor the levels with the current settings, adjust the volume as necessary.

Last modified

TDX ID

6195