Unable to activate my ClickShare Conference Base Unit

[KB11153]

This article applies to the following products:

With ClickShare Conference, we are introducing a new setup procedure for the ClickShare Base Units. This procedure is meant to:

  1. Activation: set the official start date of the product 1-year default warranty
  2. Update the Base Unit to the latest firmware
  3. Set up the SmartCare Service Contract

For your convenience, we have made these steps as easy and minimal as possible. More information on the setup procedure can be found here: [KB11150]

This KB item will focus on troubleshooting common issues encountered in the first stage of the first time setup.

Troubleshooting when the Base Unit cannot be activated

When setting up the device for the first time, the screen below is what you should see when powering up the device after the Barco logo disappears:

  • This screen does not appear, all I see is a black screen
    There is a known issue in the system that if you power up the device without HDMI cable connected, nothing will be displayed on the screen. Power cycle the device with the HDMI cable connected to see this screen.

  • The aspect ratio is wrong or not all information is shown on screen
    This is a known issue and will be fixed soon. If this does not cause any issues reading the information on screen, you can continue the setup procedure without problems. If not, we advise using screens with standard resolutions (e.g. 1080p, 4K) to set up the device

  • My Base Unit says it cannot activate the Base Unit.
    This can have different causes. Two error screens can appear when the activation of the Base Unit fails. They are given below:
    • No network cable connected:


      This screen is shown when no active network cable is connected to the Base Unit. Plug in a working Ethernet cable into your Base Unit to proceed. 

      Note that the use of the wireless client mode to connect to a wireless network in order to set up the device is currently not supported.

    • Unable to connect to the internet


      When an active network cable is detected, but the Base Unit cannot reach the Barco servers for any reason, the screen above will be displayed. There might be various reasons why this screen is shown, we will list the most common ones below:

      • Static IP address or Proxy settings need to be configured
        In case network settings need to be configured on the Base Unit, you can follow the instructions below the line to access a minimal configurator on the device:
        • Change the Wi-Fi connection of your personal device to the Base Unit: Select the SSID shown on the screen
        • The password for this connection is given on the wallpaper. By default, this is "clickshare"
        • Then open your preferred web browser and surf to the given IP address. By default, this is 192.168.2.1

          Note that due to the self-signed certificate on the HTTPS address, you might need to dismiss the browser's warning before being able to continue. This warning is normal, and continuing will not compromise the security of your Base Unit, installation, network or personal device. More info on this can be found in the ClickShare Security white paper.

        • Accept the EULA in the interface
        • Enter the network settings in the interface and press the "next" Button at the bottom right of the screen. This will make the Base Unit try again.

      • Need to configure wired network authentication
        Configuring wired network authentication on the Base Unit is currently not supported. Please contact your IT department to get a temporary exemption or temporarily use a network without wired network authentication

      • No access to the internet
        Make sure that the Base Unit is connected to a network cable with an active internet connection. Note: this is only needed for the initial setup of the Base Unit.

      • Firewall settings are blocking access to the Barco servers
        All required ports and settings to set up your ClickShare Base Units are detailed in the Network Deployment Whitepaper. Following ports and domains should be whitelisted in your firewall:
        •  Activation and update: an outbound TCP connection on port 443 is required towards update.cmp.barco.com and assets.cloud.barco.com

        • In case firewall configuration is required for the first step, we also advise to add the following rules, which will be required for activating the SmartCare Service contract later in the setup procedure; connection to XMS cloud: an outbound TCP connection on port 443 to *.azure-devices.net 

Properties

[KB11153]

Last updated Apr 07 2020

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