Webex signage broken

​@dazormiq I'm sorry to hear you've been locked out since that version transition—that sounds incredibly frustrating. I will reach out to our internal teams to see if we can manually disassociate your Webex tenant and clear your email from the system so you can start fresh with a new account. Stay tuned, and I’ll update you as soon as I have a path forward.

I have the same issue. Is there a way to recover our account and access so we dont have to rebuild our entire digital content offering for our rooms?

Please note, the email associated with this post is not associated with our app space account. When app space was set up in control hub, it generated its own admin account for app space access.

​@Dawn Wayland 

Still waiting on a reply, here is our situation in a nutshell:

“Our Appspace tenant was auto‑created via Webex Control Hub (Lite).
We attempted a v1 → v2 upgrade and the migration failed.
We no longer have portal access and Control Hub can’t reattach.
We need the tenant repaired or converted and an admin account linked

​@ChipCreely Thanks for reaching out and sorry to hear you're running into this loop. My  sincere apologies for the delay in getting back to you, I have been working with our internal teams to be sure I get the right people on the case. 

We’ve seen similar cases where a legacy connection gets 'cached' at the tenant level, preventing a clean re-association with the newer Appspace version.  Because this involves disassociating the Webex Control Hub metadata from the Appspace side, it’s a bit more involved than a standard reset. Our team is currently looking into the best path to manually clearing that bridge for you so you can start fresh. ​@dazormiq You are looped into this investigation as well.  

We'll update you here as soon as we have a definitive next step!

Yes that’s exactly the same for me.  I appreciate the updates.

​@dazormiq ​@ChipCreely Happy Friday! We have a plan to address the caching issue you've been experiencing.

Step 1: Account Refresh (Configuration Preserved) Our support team briefly accessed your accounts to transfer ownership to our internal team and trigger a reset. We sent you a fresh invitation. Please note that there may be a delay while our cloud syncs these changes to your user profile. Once you receive the invite, please log in and let us know if the issue is cleared.

Step 2: Full Re-enrollment (Data Not Preserved) If the refresh doesn't work, the next step would be to fully delete and recreate the accounts. Unfortunately, due to the specific subscription type, we cannot preserve your current configuration during a full deletion.

Once you’ve logged back in via the new invite, please let us know so we can restore your ownership permissions and finalize the reset.

Will you need our Control Hub Org ID in order to refresh/preserve the correct instance?

​@ChipCreely I will send you a private message.

 @dazormiq – Did you have a chance to check if you received an invite back into your organization? We’re eager to see if the disassociation successfully resolved the issue for you.

@ChipCreely – I’m still tracking this for you. We’re navigating some unique complexities regarding what we can update within these specific subscription types. My lead contact—who has been assisting me with troubleshooting these instances specifically so you do not have to recreate them—has been out. We are hoping this manual solution works, but if it doesn't provide the functionality you need, there may be no other option but to recreate the instance. I’ll provide an update as soon as I have more information.

​@Dawn Wayland Any update?

Hi everyone,

I want to sincerely apologize for the delay in getting back to you. Between the Easter holiday and some additional time off, I haven't been able to get this to you as quickly as I intended, and I truly appreciate your patience.
​@ChipCreely was putting this together as we speak 😉. Regarding the specific issue we discussed: unfortunately, we aren’t able to identify the disassociated organization by the Org ID alone. This means we may need to rely on some trial and error to move forward.
I want to be very transparent—as I’ve mentioned before, I have pushed our internal tools as far as they will go to resolve this. Because of the specific account type and the unsupported integration version, I’ve done as much as I possibly can, and I cannot guarantee that these steps will result in a full fix.

To help us find a path forward:

• Migration Guide: ​@ChipCreely and ​@dazormiq,  here is the link on migrating from V1 to V2. Please keep in mind that given the account limitations, this is a resource for you to try—it isn't a guaranteed fix, but it's the best manual path we have available.
• Account Options: I can have a CSM reach out to discuss potentially converting your account to a supported version, or we can look at starting fresh with a new account. I know that’s not the ideal outcome, and it’s exactly what I was trying to avoid for you.
• New Account Setup: ​@jhipes, I have instructed my team to disassociate your account since you’ve confirmed you can recreate your content. I will let you know the moment I hear that is complete.

I genuinely value all of you and I’m sorry that the technical constraints of these older integrations are making this so difficult. I’ll continue to provide as much support as my team is able to give throughout this process.
 

​@jhipes your user has been removed.  

​@Dawn Wayland - I’ve already tried the process detailed in the V1 to V2 guide. When I re-register my instance, it will spin for a minute then error out.

At this point, we need to get this back up and running. Can we please move forward with starting over and going through the process or recreating our content?

​@ChipCreely here is where you can create a new account - Create an account.  Are you  trying to re-register in the Webex Control Hub?  Can you send me the error you are receiving - community@appspace.com.

Yes through control hub. Email sent with error to the provided address.

​@ChipCreely thank you for the information.  I have reached out to the team and will get back to you with any updates they provide me on this. 

​@dazormiq sending you a private message now.