Utilities

Cisco WebEx Utilities

+Application Share

Description
This file is used to capture server and client communication conversations when a user is in a meeting using Desktop Share or Application Share feature.

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
These actions must be performed on both the Presenter and Attendee machines experiencing the issue BEFORE Application/Desktop Sharing is started:
1. Open as.zip and extract as.ini file to root C:\ drive
2. Start Application/Desktop Sharing and duplicate issue
3. Once issue is duplicated, stop Sharing and gather the following logs from C:\

*assend.log
*asrcv.log
*aspdu.log
*asctrl.log
*trace_opt.log

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+Connect Logger

Description
This logger enables debugging in Cisco WebEx Connect and gathers the required logs.

Supported OS/Version
Windows XP/Vista

Supported Cisco WebEx Product Version
Cisco WebEx Connect C4 or higher

Instructions (How to capture logs)
1. Download the connectlogger2.zip file using the link above.
2. Extract the connectlogger2.exe application from the archive.
3. Double-click the connectlogger2.exe icon to run the application.
4. Follow the onscreen instructions carefully.

(When running connectlogger2.exe, please make sure you do not click "OK" on the 2nd popup window until issue you are experiencing has occurred. Once completed, send the resulting connectlogs.rar to your WebEx Support representative.)

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+Connect Removal Tool - C5

Description
This utility performs a complete cleanup of Cisco WebEx Connect 5.1/6.0. This should NOT be used for removal of 6.1.

Supported OS/Version
Windows XP/Vista

Supported Cisco WebEx Product Version
Cisco WebEx Connect 5

Instructions (How to capture logs)
1. Close out all programs
2. Uninstall "Cisco Webex Connect" via Add/Remove Programs
3. Download and open "apRmvOld_C5.exe"
4. Wait a few moments while "apRmvOld_C5.exe" runs (icon will appear in your system tray and will disappear once it's completed)

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+Connect Removal Tool C5.1 / 6.0 ONLY

Description
This utility performs a complete cleanup of Cisco WebEx Connect 5.1/6.0. This should NOT be used for removal of 6.1.

Supported OS/Version
Windows XP/Vista

Supported Cisco WebEx Product Version
Cisco WebEx Connect 5.1/6.0 ONLY

Instructions (How to capture logs)
1. Close out all programs
2. Uninstall "Cisco Webex Connect" via Add/Remove Programs
3. Download and open "apRmvNew.exe"
4. Wait a few moments while "apRmvNew.exe" runs (icon will appear in your system tray and will disappear once it's completed)

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+Mac Meeting Manager Uninstaller

Description
This utility uninstalls all Cisco-WebEx meeting and PCNow services.

Supported OS/Version
Mac OS ab 10.4

Supported Cisco WebEx Product Version
WBS 26 or higher

Instructions (How to capture logs)
1. Extract the uninstaller app from Apple_Uninstaller.dmg
2. Run extracted Apple_Uninstaller app
3. When prompted with the "WebEx Software Removal", choose "Yes" to being removal
4. Once completed, you will see the "Operation Completed Successfully" dialog

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+NBR2MP4 Converter

Description
EA Linux-based conversion utility that allows you to convert your Cisco WebEx network-based recording files, which are in WebEx Advanced Recording Format File (.arf), and which were created with WBS 26 or higher to an MPEG-4 (.mp4) format.

System Requirements
  * Linux OS: 32-bit Ubuntu 8.10/9.04, Fedora 10/11, Red Hat RHEL WS 5 and openSUSE 10.3/11.1
  * Processor: Intel x86 or compatible processor (Dual Core 2.0 GHz or higher is recommended)
  * RAM: 1GB or Higher
  * KDE/GNOME windowing system

Supported Cisco WebEx Product Version
WBS 26 or higher

Instructions (How to install the conversion utility and convert recordings)
1. On Linux, download and save the "nbr2mp4.tar" file to your home (~) directory
2. Open a terminal and navigate to your home directory:
cd ~
3. Extract the nbr2mp4 file to current directory:
tar -xvf nbr2mp4.tar ./
4. Make the file executable:
chmod +x ./nbr2mp4.sh
5. Install the nbr2mp4 utility in the default (home) directory:
./nbr2mp4.sh
6. Navigate to the newly created nbr2_mp4 utility directory:
cd nbr2_mp4
7. Save your network-based recording file or ARF file to the nbr2_mp4 directory
8. To begin conversion, switch back to a terminal and run the following command from your nbr2_mp4 directory:
./nbr2mp4 SOURCE [MP4_VERZEICHNIS] [FPS]

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+Network Trace Logger

Description
A trace utility used for case escalations related to DNS/latency/network issues. Gathers the following:

*3 forward traces
*15 reverse traces (3 from each WebEx Looking Glass)
*Pathping
*Netstat
*TCPView (3rd party Systinternals utility)
*NSLookup
*Dig (DNS queries)
*Proxycfg and misc Proxy reg keys (to see if Proxy is enabled)
*IPConfig /all and /displaydns
*System Info (Contains system info but not complete details as when using msinfo32)
*Netsh (shows misc network and system config)
*Tasklist (running processes)
*Misc WebEx registry keys

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
All Versions

Instructions (How to capture logs)
1. Double-click on "wbxlogger2.exe"
2. Input your WebEx URL (i.e. company.webex.com)
3. Follow onscreen prompts
4. Once completed, wbx_supp_log.txt log file will open automatically. Save the file and email us a copy.

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+Remote Access Tracer

Description
This utility gathers traces when experiencing issues related to Access Anywhere or Remote Access services.

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
Using_RATrace_EN.pdf
See attached document for detailed usage steps.

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+RMWBX2

Description
This batch file manually removes all WebEx related folders and files from your system.

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
Open rmwbx2.zip and double-click on rmwbx2.bat then follow the prompts.

  Download

+RMWBXTFS

Description
This batch file removes TFS installation for all WebEx services.

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
WBS 23 or higher

Instructions (How to capture logs)
Open rmwbxtfs.zip and double-click on rmwbxtfs.bat then follow the prompts.

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+Unix Get Log

Description
Used to gather wbxlog info for meeting issues on Linux/Unix/Solaris

Supported OS/Version
Linux/Unix/Solaris: All versions

Supported Cisco WebEx Product Version
All Cisco WebEx meeting service versions

Instructions (How to capture logs)
1. Save "wbxget.tar" to your home (~) directory
2. Open a terminal and enter the following:

cd ~ (navigate to home directory)
tar -xvvf ./wbxget.tar (extracts wbxget.bin to current location)
chmod +x ./wbxget.bin (make file executable)
./wbxget.bin (execute the file)
cp /tmp/webex.tar.gz ~ (copy logs to home directory)

3. Locate webex.tar.gz in your home directory and email us the file

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+WBS 27 Trace Grabber

Description
This is a utility used to gather data once a meeting is no longer in progress for WBS 27 only. For WBS 21 or higher "live" meeting issues, you must use WBXTracer utility to gather this data.

Supported OS/Version
Windows 2K/XP/2K3/Vista

Supported Cisco WebEx Product Version
WBS 27

Instructions (How to capture logs)
1. Double-click on wbxtraceget.exe
2. Once completed, send the resulting log file to your Support rep.

  Download

+WBX Tracer

Description
This utility gathers logs in a live session related to "in meeting" issues. It is used for diagnosing various meeting issues like application crashing, teleconference issues, and meeting connection issues (chat, polling, multimedia, NBR).

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
J2EE (WBS 21 or higher)

Instructions (How to capture logs)
1. Double-click on wbxtracer.exe and minimize the window
2. Start/join your meeting and duplicate the issue
3. Once issue has occurred, switch back to the minimized wbxtracer window
4. Click on the folder icon at the top right and choose "Save" or press CTRL+S
5. Save the file and send us a copy of the file

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+WDL Installer/Uninstaller

Description
This file is used to manually install/uninstall the WebEx Document Loader which is required for document sharing and remote printing.

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
WBS 26

Instructions (How to capture logs)
INSTALL:
1. Open WDL_install.zip and extract all contents to a temporary location
2. Browse to temporary location and run "install_prt.bat" to begin installation
3. Installation window will display temporarily and disappear once installation is completed

UNINSTALL
1. Open WDL_install.zip and extract all contents to a temporary location
2. Browse to temporary location and run "uninstall_prt.bat" to begin removal
3. Uninstallation window will display temporarily and disappear once removal is completed

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+WTC

Description
This is a utility used to gather data once a meeting is no longer in progress for all WBS 26 or lower versions. In WBS 20 or lower, this can be used to gather "live" meeting issues as well. For J2EE (WBS 21 or higher) "live" meeting issues, you must use WBXTracer utility to gather this data.

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
1. Download and save wtc.zip to your desktop.
2. Extract the wtc.exe application to your desktop from the zip file.
3. Double click the wtc.exe application and choose the option that applies to your situation and click Next.
4. Enter all information for your meeting including a brief description of the symptom or error you saw.
5. Now choose Save File.
6. Now to manually email the results to your support agent.

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3rd Party Utilities

+Httpwatch

Description
HttpWatch is an HTTP viewer and debugger that integrates with IE and Firefox to provide HTTP and HTTPS monitoring.

Supported OS/Version
See HttpWatch page:
http://www.httpwatch.com/download/

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
1. First start up HttpWatch in your browser and click on "Record"
2. Duplicate the issue being experienced
3. Once issue has occurred, click on "Save" in the HttpWatch toolbar and save as a .hwl file
4. Send saved file to your support rep

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+Process Monitor

Description
A 3rd party utility for issues where real time file/registry/process activity needs to be captured. See below link to Microsoft page for more information.

Supported OS/Version
See Microsoft page:
http://www.microsoft.com/technet/sysinternals/utilities/processmonitor.mspx

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
Download document for detailed usage steps.
Using_Proc_Mon_EN.pdf

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+Webcam Diagnostics

Description
This is a webcam diagnostic application used for troubleshooting issues with webcams not working in a WebEx meeting.

Supported OS/Version
Windows 98/NT/2K/XP/Vista

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
Please do the following before trying to join a meeting:

1. Download and save "Diagnosis.zip" to your Desktop.
2. Open "Diagnosis.zip" and double click on "Vidcap.exe" and choose "Diagnosis".
3. Once diagnosis is complete, select/highlight all the results and copy/paste it into a text document.
4. Once completed, close VidCap Diagnosis and double-click on "Captest.exe" (This will start streaming the webcam video to make sure it's working properly. Make sure the video works and shows up during "Captest.exe").
5. Send the results captured from the diagnosis to your support agent and inform them of the result (successful or unsuccessful) of your Capture Test.

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+Windows Debugging-Tool

Description
This Microsoft utility is used to gather Windows logs generated during application crashes.

Supported OS/Version
See Microsoft page:
www.microsoft.com/whdc/DevTools/Debugging/default.mspx

Supported Cisco WebEx Product Version
All WBS versions

Instructions (How to capture logs)
1. Go to http://www.microsoft.com/whdc/DevTools/Debugging/default.mspx and download Windows Debugging Tools.
2. Once download completes, install Windows Debugging.
3. After the installation completes, go to Start > Run.
4. In the "Run" field, input the following command exactly as shown then press Enter: "c:\Program Files\Debugging Tools for Windows\windbg.exe" -I *NOTE: It may be easiest to copy the entire command and paste it into the Run field. Also, this is assuming you installed the Windows Debugger into the default location.
5. After submitting the command, make sure it says "WinDbg was successfully installed as the default postmortem debugger."
6. Now try duplicating the issue.
7. When crash happens, the debugger window will pop up.
8. Please input the following in the "Command" window that appears: .dump /ma c:\crash.dmp

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+Windows Installer CleanUp Utility

Description
This Windows cleanup utility can be used when Windows Installer prompts for another application CD or source when installing the MSI packages for Cisco WebEx service managers, including Training Center, Meeting Center, Sales Center, Event Center, and Support Center.

Supported OS/Version
See Microsoft page:
http://support.microsoft.com/kb/290301

Supported Cisco WebEx Product Version
All WBS versions

Instructions
See Microsoft page:
http://support.microsoft.com/kb/290301

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Cisco WebEx Player

+WRF Player for Windows

Description
This is a standalone version of the all-in-one WebEx Recorder and player for .wrf files.

Support OS version
Windows 2K/XP/Vista

Supported Cisco WebEx Product version
WBS26 or lower

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+WRF Player for Mac OSX (PowerPC)

Description
This is a standalone version of the WebEx Player for .wrf files.

Supported OS/Version
Mac OSX (PowerPC)

Supported Cisco WebEx Product Version
WBS 26 or lower

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+WRF Player for Mac OSX (Intel)

Description
This is a standalone version of the WebEx Player for .wrf files.

Supported OS/Version
Mac OSX (Intel)

Supported Cisco WebEx Product Version
WBS 26 or lower

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