Clickshare
Knowledge Base ClickShare CSC-1

No audio when sharing with button [KB1180]

This article applies to the following products:

Introduction

This article describes possible causes and resolutions for when no audio is heard when using a ClickShare Button to share content.

This article is divided into three sections:

  1. Generic causes and resolutions for hearing no audio when using the ClickShare Button to share content
  2. Specific causes and resolutions for the ClickShare Button sold with CSM, CSC, CS and CSE products
  3. Specific causes and resolutions for the ClickShare Button sold with CX products
To find out which Button you are using, please have a look here: [KB6454]

Generic causes and resolutions for hearing no audio when using the ClickShare Button to share content
  • We hate to ask, but please double-check if your speakers are present, physically connected to the Base Unit and switched on, as well if the volume of your speakers has been turned up.

  • Make sure your Base Unit is updated to the latest firmware version. You can download the latest version for your Base Unit here or on the product pages of your product

  • Verify that the Base Unit is configured to output audio to the speaker device you expect it to be.  This can be done by going into XMS or the Web Configurator of the device (check [KB11142] for instructions on how to do this).

    In the Configurator or in XMS, go to Display & Audio and make sure "Enable audio" is switched on. We advise to re-pair the Buttons after changing this setting to make sure the correct configuration has been transmitted to the Button immediately.

    Next to this, make sure the Audio output is correctly selected in the interface.




  • When plugging in the Button, check if your device recognizes the audio capabilities of the Button and that your computer has correctly selected the ClickShare Speaker as an audio device:

    On Windows 10: When clicking on the audio icon in your tray icon, this is what should see:


    In case the ClickShare speaker is not the selected default speaker, click on the arrow in the top right corner of the dialog box, and select the ClickShare Speaker:


    If the ClickShare Speaker is not present, then this means the "enable audio" (see bullet 3) is disabled in the Configurator or that the configuration has not yet been transmitted to the Button. Please enable this option and pair your Button. 

    If the ClickShare speaker is still not visible to your system, please contact your IT admin.

    On macOS:
    Click on the Apple logo on the menu bar (1) and select System Preferences...(2).



    Click the Speaker icon (3). The Sound window opens.

    If the ClickShare Speaker is not present, then this means the "enable audio" (see bullet 3) is disabled in the Configurator or that the configuration has not yet been transmitted to the Button. Please enable this option and pair your Button. 

    Select the Output tab (4) and activate ClickShare (5)

  • Note that the audio will only be played in the room when you are sharing to the screen.

  • Make sure your laptop volume is turned up and your laptop is not muted.
    Turn up the volume on your PC to make sure it is not muted or that the volume is low.

Specific causes and resolutions for the ClickShare Button sold with CSM, CSC, CS and CSE products
  • Know that the audio signal is not included in the DVI-I signal and VGA signal of the Base Unit on CSC-1 and CSM-1.
Specific causes and resolutions for the ClickShare Button sold with CX products
  • Note that if a USB speakerphone is connected to the Base Unit, this is the default audio output device. It is not possible to change this setting.

  • USB speakers without a microphone in the same device are not supported. Only echo-cancelling speakerphones are supported.

  • Make sure your USB device is featured in the list of supported peripherals. The list of supported devices can be found below.

  • In case you are still using windows 7 and you are using the ClickShare Conference Button for the first time, leave enough time for windows to recognize all peripherals and search for drivers.

Properties

[KB1180]
Last updated Mar 31 2020

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