Troubleshooting a ClickShare Conference setup

Número de artículo: [4898] - Código ya existente: [KB11048]

Este artículo se aplica a los siguientes productos:

General:

If there is an issue with a ClickShare Conference setup, the first step is always to verify that the peripheral device you are using (camera, speakerphone, or all-in-one device) is supported. For an overview of what is supported, please have a look at the supported peripherals overview page on the Barco website.

If your device is not on this list, Barco can't guarantee the ClickShare Conference functionality. Because we use generic USB standards there is a fair possibility that devices that are not on the list will still work. But the need to test and support devices outside of the current list is evaluated based on market trends and resource availability. We advise you to carefully follow the documentation to make sure your configuration is not the root cause of the issues you see. If everything is configured properly but you experience issues, please consider trying a supported peripheral instead.

If your device is on the list, please proceed to check the following potential problems, in the order presented.

Connections:

First, make sure that everything is connected properly. The supported peripherals should be connected via USB directly to the Base Unit (for example, no KVM switches in between). Some examples of connections are shown below (power and ethernet connections not shown):

 

More information on this can be found in the installation manuals which can be found in the Manuals, drawings & documentation section of www.barco.com/support after specifying your product.

After making sure everything is connected properly it is a good idea to reboot the Base Unit to make sure everything boots up correctly. To troubleshoot a setup we advise adding devices 1 by 1, adding each new device only after a previous component has been verified to work properly. Both camera and microphone icons should appear on the ClickShare wallpaper bottom bar in grey. (this means peripheral is configured).

And as always, in case something is not working as expected it is a good idea to try swapping cables, to make sure a faulty USB cable (for example) is not the root cause.

On the CX-50 Base Unit, make sure you are using the HDMI OUT port to connect your display. The HDMI IN port is for connecting sources.

Make sure your Button is paired to your Base Unit by plugging it into the Base Unit until the message Paired and updated is shown at the bottom of the connected display and then plug the Button into your PC. At this point, it will also become green in the ClickShare bottom bar on the wallpaper.

At first plugin into a Windows system, the Windows driver may be installed. Depending on your setup you may need to open the ClickShare USB drive and start the software manually. More information can be found in the installation manual.

Note

On Windows 7, depending on your settings, the operating system may try to find drivers for the connected peripherals online, which can take a couple of minutes. You can skip this by clicking the icon in the notification area of your taskbar and clicking Skip obtaining driver software from Windows Update.

Software configuration:

Once you are certain that your device is supported and connected properly, let's have a look at the settings in your operating system and software.

Testing the functionality of your peripherals in Windows is explained in [KB11052].

Configuring your conferencing software is explained in detail in [KB10948].

Hardware failure:

If you have verified that your setup is supported, that the connections are correct and that your software is configured correctly, but you still experience issues, it might be that there is a hardware failure.

This can happen on many levels (cable, power supply, peripheral, Base Unit, display,...) and it is important to check every plausible cause, in case of doubt. Whenever possible, swapping a suspected device or cable is preferred to rule out hardware failures. But of course, this is not always possible.

Before the decision can be made that a hardware failure is the root cause of a problem, please make sure to try the following steps:

  • Simplify the setup by only connecting 1 device and nothing else
  • Start with a basic, supported setup, with no extras such as KVM switches, HDMI splitters, etc.
Note: KVM switches are not supported at this point and will erroneously be recognized by ClickShare Conference as Acoustic Echo-Cancellation devices.
  • Reboot devices
  • Factory reset configurable devices
  • Try connecting peripherals directly to the PC, via USB without a ClickShare Base Unit in between.
    • If the peripheral does not function as intended, this indicates a failure on the peripheral side.
    • If the supported peripheral works fine when connected directly to the PC but not when connected to the base unit, it is either a connection issue, a configuration issue, a ClickShare HW issue, or a bug.

If you suspect a hardware failure is causing the issue, please contact your point of sale. They are best situated to help you with more advanced troubleshooting, they have access to more advanced training and can escalate unsolved issues to Barco and they can provide a replacement device in short order.

Note

If you are still encountering any problem (other than the problem listed in this KB) with your ClickShare Conference device or setup, please consult with the Barco Support team.

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Última actualización Jun 14 2022

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