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Accurately map the device IP address with Troubleshooting section in Control Hub

Problem description:

Incorrect IP addresses shown for devices(when checked in Troubleshooting section in Control Hub) when they join Webex Meetings.

When customer navigates to Control Hub--->Troubleshooting--->Searches the concerned Meeting--->Clicks on the concerned device, they see incorrect IP address for the device which join Webex Meetings.

After selecting the device in question, under "Equipment and Networks", the IP address shown is incorrect and is accompanied with a mask(/28)

However, the device's correct IP address is shown when checked from Control Hub--->Devices section

Customer's concern:

Why is the incorrect IP being shown specifically under the troubleshooting section? They see the correct IP in the control hub by navigating to the Devices section, that is not masked.

Another concern is that in some cases, the incorrect IP address shown with /28 is being used by other devices.

  • Jagatbir Singh Jaijee
  • Mar 26 2024