What is WebEx?

Article:TECH55893  |  Created: 2010-01-27  |  Updated: 2013-09-05  |  Article URL http://www.symantec.com/docs/TECH55893
Article Type
Technical Solution

Product(s)

Environment

Issue



What is WebEx?


Solution



Symantec Technical Support may request to initiate a remote support session with the customer, using the WebEx tool for troubleshooting purposes.  WebEx is a secure, Web-based remote support tool used to troubleshoot/diagnose issues.  During this process, the Support Representative will be able see the customer's display and configuration.  The customer will have control over the system in question unless the customer elects to pass control to the Support Representative.  The tool also has a chat feature and allows for File Transfers if the customer permits.

The session is engaged when a Symantec Technical Support representative provides the customer a Support Session Number.   The customer then visits the link below to "Join" the session.
 
For more information and Frequently Asked Questions regarding WebEx, please visit:
 https://symantec.webex.com/

For information on security aspects involving WebEx,  please refer to the following link and the section on "Transportation Layer Security"
www.webex.com/pdf/wp_security_overview.pdf

Note: WebEx is not required to receive technical assistance from a Symantec representative, however, some technical issues are more easily diagnosed with the benefit of a first person view of a system. If a WebEx session is not possible, an individual knowledgeable enough to follow verbal or written technical instructions should be available to perform the tasks needed to diagnose an issue.

In the event that a technical case has been internally escalated and a WebEx session is requested to internally document or verify an issue, failure to comply with the request may make the case ineligible for further escalation and/or result in the closure of the case.

Alternatives under this circumstance may include sending a full backup of a server, or a backup of the Backup Exec databases, to Symantec for restoration purposes so that a system may be observed in that manner.

 


Supplemental Materials

SourceETrack
Value2085664
Description

Export of entire archive to mailbox will fail with Event ID 6768 stating 'The mailbox does not have enough space to complete the export archive operation'


SourceEvent ID
Value6768
Description

Processing aborted. The mailbox does not have enough space to complete the export archive operation.



Legacy ID



294615


Article URL http://www.symantec.com/docs/TECH55893


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