Cisco Proximity Help

Error code AUDCLNT_E_EXCLUSIVE_MODE_NOT_ALLOWED

Microphone access was denied

For Proximity to work optimally, we recommend that you set your computer's microphone to 'exclusive mode'.

You can find this setting on your computer from Control panel → Sound → Recording → Properties (default microphone) → Advanced

Under Advanced Microphone Properties, make sure that the "Allow applications to take exclusive control of this device" checkbox is checked.
Error code AUDCLNT_E_DEVICE_IN_USE

Another app is using the microphone

Another application on your computer is using the microphone, and Proximity is not allowed to override this. Without access to the microphone, a connection to the video system can’t be established. To establish a connection, close any other applications that may be using the microphone.

To avoid this conflict in the future, go to Control panel → Sound → Recording → Properties (default microphone) → Advanced and make sure that the "Give exclusive mode applications priority" checkbox is checked.

Under Advanced Microphone Properties, make sure that the "Give exclusive mode applications priority" checkbox is checked.
Error code E_NOTFOUND

Cannot find a microphone

Your computer doesn’t have a working microphone available. If you have a microphone on your system, check that it is enabled and that the associated drivers are correctly installed.

Follow the steps below to correct this issue.

In the Device Manager, check that the microphone is enabled (1) and that the associated drivers are correctly installed (2).
Error code AUDCLNT_E_DEVICE_INVALIDATED

Cannot find a microphone

Your computer doesn’t have a working microphone available. If you have a microphone on your system, check that it is enabled and that the associated drivers are correctly installed.

Follow the steps below to correct this issue.

In the Device Manager, check that the microphone is enabled (1) and that the associated drivers are correctly installed (2).
Error code AUDCLNT_E_RESOURCES_INVALIDATED

Cannot find a microphone

Your computer doesn’t have a working microphone available. If you have a microphone on your system, check that it is enabled and that the associated drivers are correctly installed.

Follow the steps below to correct this issue.

In the Device Manager, check that the microphone is enabled (1) and that the associated drivers are correctly installed (2).
Error code AUDCLNT_E_UNSUPPORTED_FORMAT

The microphone format is not supported

The microphone on your computer doesn’t support 44.1kHz or 48kHz.

Either your laptop's build-in recording device doesn't support the required audio sample rate, or you are recording using a different device (e.g Bluetooth® headset). Please open the audio recording settings and verify your settings. The below images may help you.

In the recording device list, check if there are multiple inputs. If the selected device, in this case a Bluetooth® headset, doesn't support 44100hz or 48000hz, Proximity won't work.
Proximity uses the default device. If you wish to use a different device for Proximity, set it as the default device.
Now, Proximity will no longer use the Bluetooth® headset to listen for ultrasound. Applications such as video conferencing software will still use the headset, but Proximity and other recording applications will use the built-in device.
To check if the other device is compatible with Proximity, check that 44100hz or 48000hz are valid settings under Advanced. Unless you need 48khz recording for other applications, we recommend using 44.1khz.
Error code AUDCLNT_E_UNSUPPORTED_FORMAT

The microphone format is not supported

The microphone on your computer doesn’t provide a format Proximity understands.

Either your laptop's build-in recording device doesn't support any relevant formats, or you are recording using a different device (e.g a USB or Bluetooth® device). Please open the audio recording settings and verify your settings. The below images may help you.

In the recording device list, check if there are multiple inputs. If the selected device, in this case a Bluetooth® headset, doesn't support 44100hz or 48000hz, Proximity won't work.
Proximity uses the default device. If you wish to use a different device for Proximity, set it as the default device.
Now, Proximity will no longer use the Bluetooth® headset to listen for ultrasound. Applications such as video conferencing software will still use the headset, but Proximity and other recording applications will use the built-in device.
To check if the other device is compatible with Proximity, check that 44100hz or 48000hz are valid settings under Advanced. Unless you need 48khz recording for other applications, we recommend using 44.1khz.
Error code AUDCLNT_E_SERVICE_NOT_RUNNING

The Windows audio service is not running

To start the Windows audio service, restart your computer. This issue may also be fixed by installing a newer version of the audio drivers.

Error code AUDCLNT_E_ENDPOINT_CREATE_FAILED

The microphone is unavailable

Unable to use the microphone as it is currently unavailable.

The microphone has stopped working

Proximity is unable to use the microphone.

Microphone access denied

Proximity is unable to use the microphone because you have not granted it microphone access.

This message should pop up the first time you run Cisco Proximity.

If you dismissed the access request dialog once, you will never be prompted again. To grant access:

  1. Open System Preferences
  2. Click the icon labeled Security & Privacy
  3. Open the Privacy tab
  4. Click on the Microphone category
  5. Find Cisco Proximity on the list of applications and check the checkbox.
Error code CONNECTION_COUNT_EXCEEDED

The video system is full

The maximum number of connected Proximity clients has been reached. You should be able to connect to the video system once someone else in the room disconnects or leaves.

Error code UNSUPPORTED_ENDPOINT_SOFTWARE

The video system doesn't support Proximity

In order to use Proximity, the video system needs to be running CE8.0 or later. Contact your video support team to request an upgrade.

Error code PROXIMITY_DEACTIVATED

Proximity has been turned off for this meeting

Use the touch controller to turn on Proximity.

Error code PROXIMITY_DISABLED

Proximity has not been activated on this video system

Proximity must be activated on the system before it can be used. Contact your video support team to request turning this on.

Error code PROXIMITY_CONTENT_SHARING_DISABLED

Wireless sharing is disabled on this video system

Wireless sharing from Proximity clients must be enabled on the video system. Contact your video support team to request turning this on.

Error code PROXIMITY_NETWORK_ISSUE

Can't connect to the video system

Proximity is unable to connect to the video system. This is likely caused by network reachability issues. For more information on network requirements for Proximity, see Cisco Intelligent Proximity—Networking Requirements

If the endpoint is Cisco Webex cloud registered, you can possibly share your screen or control the endpoint with the Webex client even in some scenarios where Cisco Proximity doesn't work.

Error code PROXIMITY_FINGERPRINT

Could not verify device identity.

To ensure that you are connecting to the Cisco Webex Room device that you are expecting, you need to perform some manual steps (only available in CE versions 9.14.3 and higher):

  1. Open the settings menu on your Cisco Webex Room device.
  2. Go to “About this device” and find the “Proximity fingerprint” field.
  3. Verify that the text is identical to that shown in the Proximity client window.

What if the Proximity fingerprint doesn't match?

There are several reasons why there might be a mismatch:

  • There is a malicious third party trying to intercept data.
  • Your company forces encrypted traffic through an intercepting proxy service.
  • Cisco proximity has detected a different video system than the one you believe you are connecting to.

If you suspect that a malicious third party might have compromised your network or your computer, contact your local IT support.

Error code FINGERPRINT_MISMATCH_CLOUD

Insecure connection detected — unable to continue.

While communicating with the endpoint the endpoint, an unexpected encryption key / certificate was used. Due to the security implications, the connection was aborted.

There are two likely reasons for this situation:

  1. Your company is employing a TLS intercepting proxy to monitor local traffic. This is currently unsupported with Cisco Proximity.
  2. There is a malicious third party trying to intercept data.

If you suspect that a malicious third party might have compromised your network or your computer, contact your local IT support.

Error code PROXIMITY_FINGERPRINT_CHANGED

Certificate has changed

Cisco Proximity has previously connected to this device, and at that point the device was using a different certificate / encryption key. To ensure that you are connecting to the Cisco Webex Room device that you are expecting, you need to perform some manual steps (only available in CE versions 9.14.3 and higher):

  1. Open the settings menu on your Cisco Webex Room device.
  2. Go to “About this device” and find the “Proximity fingerprint” field.
  3. Verify that the text is identical to that shown in the Proximity client window.

What if the Proximity fingerprint doesn't match?

There are several reasons why there might be a mismatch:

  • There is a malicious third party trying to intercept data.
  • Your company forces encrypted traffic through an intercepting proxy service, and the certificate usede by that service hasa changed.
  • The IP address of the system has changed, and is now using the same IP address as another device you connected to previously.

If you suspect that a malicious third party might have compromised your network or your computer, contact your local IT support.

Error code COUNTRY_BLOCKED_CLOUD

Connecting to Webex cloud registered endpoints is denied in your country.

Due to export control restrictions, you are not able to communicate with Webex cloud services.

For more information, please see the Webex help page on regional availability.

Something went wrong

If the problem persists, please contact Cisco Proximity Support with the following information:

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