Hands-on Lab issue - users cannot remote control

We've been using the WebEx Hands-on lab for years to conduct our training.  In January, it stopped working properly.  When we turn on the hands-on lab and then assign the computers, the user cannot control the remote computer at all.  We've found a very cumbersome work-around.  When I assign the attendee to the computer, I then assign myself (host) to the same computer, pass control to myself, then pass it back to the attendee and unassign myself from that computer.  Then the attendee is able to remote control the PC I've assigned him/her to.  And this has to be done for every single user every time the lab is started. 

Has anyone had any issues with this?  Or any theories on what the issue might be based on the workaround?

Thanks!!

Hi Jarvae,

For this type of issue it would be best to open a case with WebEx Technical Support since it's more related to the base services rather than the WebEx APIs.  They would be best suited to assist you with your HOL issues.  You either submit an online ticket via https://support.webex.com/support/manage-ticket.html or reference the 24/7 support number(s) listed on your WebEx site's contact page.

Regards,

Jayde Moors

Cisco-WebEx API Developer Services

Hello, thank you for your reply.  I have opened a support case with tech support in January and so far there has not been a successful resolution.  So I thought I'd take my plea to the web and see if anyone else had experienced something similar.  Thank you very much.

Just an update. We did finally reach a resolution.  We discovered this issue was with our LMS.  Thanks again for your help!