{"id":138230,"date":"2021-12-15T16:42:43","date_gmt":"2021-12-15T21:42:43","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=138230"},"modified":"2026-08-13T13:37:22","modified_gmt":"2026-08-13T17:37:22","slug":"jabber-troubleshooting","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/services\/cccs\/phone\/linesequip\/softphone\/jabber-troubleshooting\/","title":{"rendered":"Softphone Troubleshooting"},"content":{"rendered":"

Troubleshooting<\/h2>\n

Tips for Improving Your Connection<\/h3>\n
    \n
  1. Before you can use Finesse, you must be connected to the BU network. When remote, you will need connect to the BU VPN<\/a> before accessing Finesse.<\/li>\n
  2. Reduce unnecessary network traffic on your network at home. Congestion will degrade your connection quality.<\/li>\n
  3. Wired network connections are typically more reliable than wireless. If you are connected over WiFi, consider using Ethernet instead, if possible.<\/li>\n
  4. Adjust and confirm that your headset and its configuration are comfortable for you and that others can hear you.<\/li>\n<\/ol>\n

    Reset Jabber\/Webex<\/h3>\n

    There are some instances when you may need to reset Jabber or Webex. This is most common in the even that you change your BU username or password and need to re-enter it. To reset Jabber or Webex, please follow the instructions below.<\/p>\n

    Resetting Jabber on Windows<\/h4>
    <\/p>\n
      \n
    1. Click the gear icon at the upper right of the Jabber window.<\/li>\n
    2. Open the File menu, then click “Reset Jabber.”
      \n\"\"<\/li>\n
    3. Once reset, log in to Cisco Jabber again using your full BU email as you did during first time setup.<\/li>\n<\/ol>\n

      <\/div>\n<\/div>\n\n

      Resetting Jabber on Mac<\/h4>
      <\/p>\n
        \n
      1. From the system menu bar at the top of the screen, open the “Jabber” menu.<\/li>\n
      2. Click “Reset Jabber.”
        \n\"\"<\/li>\n
      3. Once reset, log in to Cisco Jabber again using your full BU email as you did during first time setup.<\/li>\n<\/ol>\n

        <\/div>\n<\/div>\n\n

        Resetting Webex on Windows<\/h4>
        <\/p>\n
          \n
        1. \n
            \n
          1. Click on your initials in the upper left corner of the Webex window.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

            \"Webex<\/p>\n

              \n
            1. \n
                \n
              1. Choose “Help” > “Health Checker”.<\/li>\n
              2. In the Health Checker window, click the “Reset” link at the bottom of the page.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

                \"Cisco<\/p>\n

                  \n
                1. Once reset, log in to Cisco Webex again using your full BU email as you did during first time setup.<\/li>\n<\/ol>\n

                  <\/div>\n<\/div>\n\n

                  Resetting Webex on Mac<\/h4>
                  <\/p>\n
                    \n
                  1. \n
                      \n
                    1. From the system menu bar at the top of the screen, open the “Help” menu.<\/li>\n
                    2. Choose “Health Checker”.<\/li>\n
                    3. In the Health Checker window, click the “Reset” link at the bottom of the page.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

                      \"Webex<\/p>\n

                        \n
                      1. Once reset, log in to Cisco Webex again using your full BU email as you did during first time setup.<\/li>\n<\/ol>\n

                        <\/div>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"

                        Troubleshooting Tips for Improving Your Connection Before you can use Finesse, you must be connected to the BU network. When remote, you will need connect to the BU VPN before accessing Finesse. Reduce unnecessary network traffic on your network at home. Congestion will degrade your connection quality. Wired network connections are typically more reliable than…<\/p>\n","protected":false},"author":2232,"featured_media":0,"parent":126780,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/138230"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/2232"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=138230"}],"version-history":[{"count":9,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/138230\/revisions"}],"predecessor-version":[{"id":162706,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/138230\/revisions\/162706"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/126780"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=138230"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}