Closed Bug 1346815 Opened 7 years ago Closed 6 years ago

Cisco Webex does not work on firefox version 52. Error - Use a different browser to join the meeting. Install Firefox version 51 or earlier.

Categories

(Web Compatibility :: Site Reports, defect, P3)

Product:
Web Compatibility
Component:
Site Reports
Version:
Firefox 52
Type:
defect

Tracking

(platform-rel +)

Status:
RESOLVED FIXED
Tracking Flags:
Tracking Status
platform-rel --- +

People

(Reporter: jinal24, Unassigned, NeedInfo)

References

Details

(Whiteboard: [platform-rel-Cisco])

Attachments

(2 files)

Screenshot from Firefox 52 in Windows 10
236.85 KB, image/png
Details
Win7Enterprise32bit.png
28.66 KB, image/png
Details 
User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:52.0) Gecko/20100101 Firefox/52.0
Build ID: 20170302120751

Steps to reproduce:

Clicked on the webex link in my invite.  


Actual results:

 Error -  Use a different browser to join the meeting.     Install Firefox version 51 or earlier.


Expected results:

Took me to the meeting to enter my name and email.
Component: Untriaged → Desktop
Product: Firefox → Tech Evangelism
Version: 52 Branch → Firefox 52
Thanks for the report!
This sounds very similar to bug #1328662. I don't receive the same error screen but got one similar saying I have to download a temporary WebEx application. It suggests using a supported browser instead.
See Also: → 1328662
(In reply to Adam Stevenson [:adamopenweb] from comment #1)
> Created attachment 8846783 [details]
> Screenshot from Firefox 52 in Windows 10
> 
> Thanks for the report!
> This sounds very similar to bug #1328662. I don't receive the same error
> screen but got one similar saying I have to download a temporary WebEx
> application. It suggests using a supported browser instead.


Actually, I'm wondering if this is Cisco's response to Bug #1328662. :-(

At least, now it appears we'll be able to proceed to WebEx within Firefox by clicking on that Download button.

But notice: "Want to download the WebEx application only the first time you join a meeting? Use a supported browser instead."

Supported Browser: https://help.webex.com/docs/DOC-4748
"Firefox 64-bit is not supported."

Can someone find out from Cisco if there is something they need in Firefox in order to provide more seamless integration?
Dees, do we have a relationship with Cisco?
Flags: needinfo?(dchinniah)
(In reply to Peter Dolanjski [:pdol] from comment #3)
> Dees, do we have a relationship with Cisco?

I believe that :mreavy does... Maire?
platform-rel: --- → ?
Flags: needinfo?(dchinniah) → needinfo?(mreavy)
Whiteboard: [platform-rel-Cisco]
Paul -- Can you help us find the right people at Cisco to work with on this?  Thanks.
Flags: needinfo?(mreavy) → needinfo?(paulej)
This appears to be a duplicate of #1328662.  If I use FF52 with the WebEx beta site, it works, but meetings.webex.com does not work -- it think's FF is Chrome.  This should be resolved very soon once the update is pushed to production.

Nevertheless, I'll ask the team to verify that this is the same issue.
Flags: needinfo?(paulej)
One more update.  There is a known plug-in issue with FF52.  So, it's not just improperly identifying the browser (as Kathleen had seen earlier), but there is a plug-in issue.  This has been the reason for the delay getting this rolled out, I assume.  In any case, the bug fix should be going to production very soon.
Hi,

Cisco is aware of this issue on http://meetings.webex.com and we are working on a fix to address this issue.
I'm experiencing the same problem. I was wondering if this could be related to the removal of the Netscape API ?

Release Notes: Removed support for Netscape Plugin API (NPAPI) plugins other than Flash. Silverlight, Java, Acrobat and the like are no longer supported.
This appears to be fixed. There is now a Add WebEx to Firefox button, which installs this add-on:
https://addons.mozilla.org/en-US/firefox/addon/cisco-webex-extension/

After install, the meeting works as expected.
Status: UNCONFIRMED → RESOLVED
Closed: 7 years ago
Resolution: --- → FIXED
Installing the add-on made no difference for me...I still get the WebEx error.  Also, I don't see the "Add WebEx to Firefox" button anywhere.

I'm using Firefox 52.0.1esr on Windows (64-bit).
My mistake, seems it's only fixed in OSX. It is not fixed for 64 bit Windows.
Status: RESOLVED → REOPENED
Ever confirmed: true
Resolution: FIXED → ---
Any thoughts on Linux?  Should we simply downgrade to Firefox 51?  The WebEx extension, of course, doesn't work in Linux either (on Firefox 52).
The webex extension doesn't even help in MacOS for me.  The error is explicit:


This version of Cisco WebEx does not support your version of Firefox.
Try one of the following options:

    Use a different browser to join the meeting.
    Install Firefox version 51 or earlier.
I'm getting mixed feedback on whether this issue still persists or not.  Perhaps it's platform-specific?

I just tried meetings.webex.com using Firefox 32-bit and 64-bit on Windows.  Both worked.  The 32-bit version works with a plug-in, while the 64-bit version requires a separate program to be downloaded and executed to open the WebWex window.

For those still having issues, please tell me:
1) What OS you are using (indicating whether it is 32-bit or 64-bit for Windows)
2) Which version of Firefox are you using (and whether it is also 32-bit or 64-bit)
3) What is the URL you're visiting for WebEx?  (e.g., meetings.webex.com or some other site; just looking for the name just before webex.com)
(In reply to Paul E. Jones from comment #15)
> I'm getting mixed feedback on whether this issue still persists or not. 
> Perhaps it's platform-specific?

WebEx site/product version specific. My corporate service (xxxx.webex.com) still reports:

"""
This version of Cisco WebEx does not support your version of Firefox.
Try one of the following options:

    Use a different browser to join the meeting.
    Install Firefox version 51 or earlier.
""""

but, I successfully created and joined a meeting using meetings.webex.com. Our corporate product is "WBS30" (http://www.cisco.com/c/en/us/support/conferencing/webex-meeting-center-wbs30/model.html), while I assume meetings.webex.com is the latest (WBS32 at time of writing).
Same here
Webex is working for me now on Firefox version: 52.0.2 (32-bit).  I've windows 7 professional
Thanks jinal24.  It should now be working for meetings.webex.com, but there are still issues with some other sub-domains that have not yet been fixed.  That's in progress.
Still no love using 52.0.1 ESR on Win7 Pro.
(In reply to ScottRC from comment #20)
> Still no love using 52.0.1 ESR on Win7 Pro.

Sorry... 52.1.0 ESR
Scott, what webex sub-domain are you trying to access?
Flags: needinfo?(scottrc)
Hi,
I've been using Firefox with webex for ages and all was fine until recent FF upgrade.
I connect to https://tesco.webex.com and I have the Cisco WebEx Meeting Centre App downloaded and instaled (so I do not have to use the temporary one). Webex Works fine on Chrome and IE 11 but not FF.

I raised it with Cisco HD0009548137. We will see :-)
Bartosz
Dear Firefox-Team,

We see same issue in our company for all employee / customers .... please help soon to bring Cisco WebEx Addon running in Firefox soon .... :-(((

We don't like to use Internet Explorer or Chrome for WebEx!!! :-)

Please note that Webex is one of best tools for meetings with Desktop sharing + phone connection! :-)

kind regards & thank you a lot!

Bernd
Bernd, can you tell me the WebEx sub-domain you are using that is experiencing issues?  Please either post here or feel free to send me an email either to my address here or paulej at cisco.
(setting needinfo for Bernd on behalf of Comment #25)
Flags: needinfo?(Bernd_1024)
I was contacted privately.
Flags: needinfo?(Bernd_1024)
Hi Paul,

I am seeing the same issue in our company as well. Here are some details about my system:

1) Windows 10 Enterprise 64-bit
2) Firefox 53.0 32-bit
3) The WebEx sub-domain is nvidia.webex.com

Appreciate any help in quickly resolving this issue. Thank you!

Regards,
Devang
Devang,

I'll try to find out why.

What I've learned in at least one instance, the enterprise account was locked (administratively) to a specific version of WebEx and fixing it would require removing that version lock.  Do check on that internally, but I'll also do my part to see what the issue might be.

Thanks,
Paul
Thanks for the response, Paul! I have raised this issue internally and am awaiting a response.

Regards,
Devang
Hello Paul,

I've send you our internal webex address per email.

However I think Firefox should allow in general *webex.com* - instead of a "whitelist" for each company ... ? ;-)

kind regards,
Bernd
It's not a whitelist per company or domain, I believe, that's the issue.  Rather, what I'm finding at least with some accounts is that the software is administratively locked to an older version of WebEx and the software needs to be updated.  That's under the control of the administrator.
Thank you a lot Paul,

And correct assumption, we are using an older version of Webex. However we cannot accelerate new software deployment.

kind regards,
Bernd
While it's not a good solution, I've found that spoofing my UserAgent solves the problem. 

I'm using the UAControl plugin to set company.webex.com to use the following UserAgent:
"Mozilla/5.0 (Windows NT 10.0; WOW64; rv:51.0) Gecko/20100101 Firefox/51.0"
Firefox 53.0.2, problem still exists.
(In reply to RBL from comment #35)
> Firefox 53.0.2, problem still exists.

Spoofing the UserAgent did not work for me. 64-bit Windows.
This problem still persists on MAC OSX Sierra 10.12.4 (16E195), Firefox 53.0.2 (64-bit)
I have investigated this issue for several customers.  In all cases so far, the issue has been that the customer's IT department has opted to use to an older version of WebEx.  To fully resolve this issue, those accounts need to allow users to use the latest WebEx software.  If you manage your company's domain and don't know how to make that change, please reach out to WebEx support for assistance.

The underlying issue is that Mozilla dropped support for NPAPI in FF52, which is the way in which the WebEx plug-ins had interfaced with the browser.  This was planned some time ago and the move was for security reasons.  Thus, this isn't a bug with Firefox or WebEx, but rather a bridge both companies had to cross in order to deprecate NPAPI and make the browser more secure.

Newer versions of Firefox are supported by the latest version of WebEx, of course.  This required changes in how WebEx interfaced with the browser and, admittedly, was broken initially in the latest WebEx software, but that has been fixed with changes to the client software.

As John noted above, it is possible to work around the issue using the "Extended Support Release" of FF52 (https://www.mozilla.org/en-US/firefox/organizations/) and spoofing the user agent string to indicate FF51.  I am working to see if the WebEx team can potentially update the older software to accept the ESR version without spoofing the user agent string.  That might be a challenge, as that change would have to go into several older releases of WebEx.

The best solution, of course, is to update to the latest WebEx software.  This is especially important if your company holds meetings with people outside your company, as those people will face the same challenge trying to join your meetings.
(In reply to Paul E. Jones from comment #38)
> I have investigated this issue for several customers.  In all cases so far,
> the issue has been that the customer's IT department has opted to use to an
> older version of WebEx.

Speaking for myself, I have no IT department, it simply doesn't work on Linux (Ubuntu 16.04.2 64-bit) with the latest Firefox (v53.0).  Unless I'm mistaken, which I concede is highly possible, WebEx on Linux has no installation like it does on Mac or Windows.  If I recall correctly it uses Java Web Start.  I also see that WebEx doesn't support 64-bit (sadly), which would certainly explain why it doesn't work out-of-the-box on a 64-bit Ubuntu.  I will try to test in a VM with 32-bit java/icedtea-plugin/etc to see if that will work, but currently the Firefox addon for WebEx just doesn't work with a standard install of Ubuntu 16.04.

Off-topic a bit, but maybe now with Flatpak, Snap, and AppImage, Cisco could see fit to simply create a package that just works in Linux without having to jump through these hoops?
Justin, I assume you're using meetings.webex.com.  If so, you're correct.  Linux support is still an issue, as it requires Java.  However, Java is no longer available for the same reasons: https://www.java.com/en/download/help/firefox_java.xml.

Have you tried FF52 ESR?  In theory, that would be a workable solution until Cisco has something that can work on Linux.
A follow-up to my last post, I have been advised that FF52 will now work with older releases of WebEx, specifically T30.14 (or later) and T31.8 (or later).  To see what application version your site is running, you can find out by going to Meeting Center -> Support -> Downloads -> About Meeting Center and look for "Application Version".
The official documentation has been revised to reflect my last comment: https://help.webex.com/docs/DOC-6336.
Hello, I had the same issue using Firefox vers. 53 64bit and i guess I solved the problem with a little workarround.

I just installed the 32bit version of Firefox 53 beside the 64bit version.
When I opened Firefox 53 32bit version I had no trouble installing the WebEx plugin.

After the installation was finished I could join WebEx meetings via plugin even with the 64bit version.

I hope this might help!
Marcel, was this for the same WebEx domain or different domains?  There is different behavior between older WebEx software and newer software.  On the versions of WebEx that support FF52+ properly, both 32- and 64-bit should be working, as I understand it.
(In reply to Paul E. Jones from comment #44)
> Marcel, was this for the same WebEx domain or different domains?  There is
> different behavior between older WebEx software and newer software.  On the
> versions of WebEx that support FF52+ properly, both 32- and 64-bit should be
> working, as I understand it.

Hi, we had this issue when we tried to join a meeting via plugin of our own WebEx sub-domain and also when we tried to join a meeting in another ones.

We use the Cisco WebEx Extension 1.0.9
Marcel, which operating system are you using?  Per the current documentation, only the Linux version has issues with 64-bit.  (I've not even tried 32-bit, but I think there might be issues with it for the same reasons.  But, the documentation says otherwise.)

If you can tell me the domain you're using, I can check the version number of the server.  You can send that to me privately if you wish to either the address I use here or to paulej at cisco.com. If you have an older version, then there's not much I can do except to suggest to upgrade.  But, if you're still having this issue with new software, I want the dev teams to look at it.
Paul, I'm having a similar issue against meetings.webex.com, running 64-bit Firefox 53.0.3 on Linux.  I do have Java installed, but that didn't work here (whereas it did work for a different webex meeting earlier today).  On meetings.webex the error was literally "Java is NOT working".  I did install the Cisco webex plugin but it doesn't seem to be doing anything.  I'd rather not have to downgrade if I can avoid it, but not having access to WebEx will affect my productivity.
For the record, the "earlier today" was aimglobal.webex, and it just used the javaws extension which worked just fine on my 64-bit Linux system.  But meetings.webex does not.
Derek, given what I've been told (and what is documented at https://help.webex.com/docs/DOC-6336), I'm surprised the 64-bit version on Linux worked at aimglobal.  On that domain, the application version is 32.2.2.6, so it's recent.  The documentation says that only 32-bit is supported on Linux.  As I noted above, Oracle did say that Java will no longer work do to the same issue that WebEx faced, which is the deprecation of NPAPI.

Did you use FF52 "Extended Support Release"?  That version would likely work for you, as NPAPI still works.  That said, I'm not sure if WebEx will throw up that error suggesting to install FF51.  (I no longer see that message on meetings.webex.com, but I'm also using Windows generally.)

While there is still work to be done, I'm hopeful that the "clientless" solution that is forthcoming will help to address these issues on Linux, since a plug-in will not be required at all once that becomes generally available.
Paul,
When I tried to join the aimglobal webex it downloaded a file called CiscoWebExServlet -- I don't know the mime-type it used -- and firefox gave me the choice to either open it or save it.  I opened it with "javaws" (I don't recall what it was called in the menu) and it opened and started the web meeting just fine.  Note that I DO have both java-1.8.0-openjdk.i686 and java-1.8.0-openjdk.x86_64 installed.  Actually, it didn't work when I *ONLY* had the i686 version installed!  Javaws didn't run.  But with both openjdk versions installed then javaws ran, the applet ran just fine, and I was able to join the meeting.

I think the key was that aimglobal doesn't perform a live java test and instead just sends me the servlet which firefox-53 gladly opens externally... and javaws just works.  But on meetings it does a live java test, which of course fails.
Not working with MacOS Sierra 10.12.5 with FF ESR 52.0.2 (64-bit) - Was given the 'use an alternate browser.

Working fine on the same using UserAgentOverrider with User-Agent string set to: 
Mac OS X / FF 51.0: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_5; rv:51.0) Gecko/20100101 Firefox/51.0
Not working with MacOS Sierra 10.12.5 with FF ESR 52.0.2 (64-bit) - Was given the 'use an alternate browser.

Working fine on the same using UserAgentOverrider with User-Agent string set to: 
Mac OS X / FF 51.0: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_5; rv:51.0) Gecko/20100101 Firefox/51.0

The WebEx client running is:
Cisco WebEx Event Center WBS 30 
Client version 30.9.220000 E
Hello Firefox Team,

Unfortunately I'm here to report that in my company we are having this issue where the Cisco WebEx plugin won't run on any versions of Firefox later than v51. Firefox is typically the default browser and auto-updates in our client computers so this creates a headache having to walk them around to using IE or Chrome to use WebEx.

Spoofing the user agent to report v51 FF works for me no problem on my PC, but it's not worth guiding the client to spoofing the user agent over having use another web browser such as IE or Chrome.

The two WebEx URLs we have for our company are: Officemate.webex.com and Eyefinity.webex.com

Would greatly appreciate any help in resolving this problem as it's affecting all of Customer Support and our clients.

Thanks,
Brian
Brian,

Per the documentation on this page:
https://help.webex.com/docs/DOC-6336

Those domains' WebEx version needs to be upgraded.

Officemate.webex.com is running client version 30.9.2.20000 E.
eyefinity.webex.com is running client version 30.6.6.20000 E.

Per the documentation, what is needed is version WBS30.14 and later or WBS31.8 and later.

Paul
Flags: needinfo?(Brian.Athans)
Attached image Win7Enterprise32bit.png — 
Doesn't work for me at https://meetings.webex.com/
See the screenshot
Windows 7 Enterprise, 32-bit
Firefox 54.0.1 (32-bit)
Mikhail, this is a problem, but different from the other problems reported in this thread.  For the issue you describe, you should see a link under the button that says "Don't want to use an extension? Run a temporary application to join this meeting."  See if that will work for you.  As I understand, the engineers are working to address this issue.
Yes Paul, temporary application works, but it's something really different... And it has to be run for the every meeting... And as i understand the issue is there since several months already
I think in the meanwhile most users will prefer to use different browser rather than running temporary application for every other meeting
I agree it's frustrating running that every meeting.  WebEx engineers are aware of the issue and are working to resolve it, but I don't have an expected date for when the fix will be rolled out, yet.
My company's WebEx sub-domain uses the following:

Service version: WBS30
Page version: 30.21.1.10003 E
Application version: 30.9.2.20000 E
API version: 9.0.0

I was able to workaround this issue on my Windows 7 64-bit laptop running Firefox 54.0.1 (64-bit) by doing the following:

1. Install Firefox Add-On: Cisco WebEx Extension 1.0.12
2. Install Firefox Add-On: Custom UserAgent String 0.1.6 by Linder
3. In Custom UserAgent String options:
    a. Under the column heading "Enter a desired URL", type "https://<custom_domain>.webex.com/" without the quotation marks, where <custom_domain> is your company's sub-domain for WebEx.
    b. Under the column heading "Enter a custom UserAgent string or select one from the above list", type "Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:51.0) Gecko/20100101 Firefox/51.0" without the quotation marks.
    c. Click on the blue "+" button on the right side of the row to add the rule.

Now navigate to your WebEx custom domain and try to start or enter a meeting again.  If a pop-up window asks how you want to handle wbx content type, select Cisco WebEx Meeting Download, check the box to always remember this selection, and then click OK.
It seems that WebEx engineers have finally updated the add-on:
https://addons.mozilla.org/en-US/firefox/addon/cisco-webex-extension/?src=ss
it wasn't there when i posted my previous comment
(In reply to Mikhail from comment #60)
> It seems that WebEx engineers have finally updated the add-on:
> https://addons.mozilla.org/en-US/firefox/addon/cisco-webex-extension/?src=ss
> it wasn't there when i posted my previous comment

I would agree.. I am FINALLY able to access WebEx meetings in my preferred default browser!
Hi Everyone,

I have installed Cisco Webex Extension 1.10.13 on Firefox 58.0.2 (64 bits) and I'm on Windows 7 64 bits.
So I have a "Share Browser | WebEx" toolbar on Firefox now,but it doesn't work, whatever the action I do (ie. Schedule a meeting...)
Did you have this issue before? Is it possible to disable this toolbar? I already tried to disable and delete this module, restart Firefox but this toolbar is still here.

Many thanks for your help, if you have some ideas.

Christophe
Priority: -- → P3
I'm gonna close this as fixed, according to https://collaborationhelp.cisco.com/article/en-us/DOC-6336 it should be supported for 64-bit version of Firefox. If someone runs into a new bug, please open a new issue.
Status: REOPENED → RESOLVED
Closed: 7 years ago → 6 years ago
Resolution: --- → FIXED
Product: Tech Evangelism → Web Compatibility
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