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Troubleshooting a ClickShare Conference setup

Número de artículo: [4898] - Código ya existente: [11048]

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Step 1: Check your peripheral is supported

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

  • If your peripheral is not listed, 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. We advise you to test the device with the ClickShare Conference on your laptop:
  • If your peripheral is listed, please proceed to check the following potential problems, in the order presented below.
 

Step 2: Check the connections setup between your peripherals, display and ClickShare Conference Base Unit

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):



For more detailed information on USB peripherals connections, see KB 4662.


Please visit the supported peripherals overview page on the Barco website to view the available (if any) connection diagram for your peripheral with the ClickShare Conference Base Unit.


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).


On the CX-50 (Gen1 and Gen2) Base Unit, make sure you are using the HDMI OUT port to connect your display. The HDMI IN port is for connecting sources.


When plugging the ClickShare Button into a Windows system for the first time, the Windows driver may be installed. Depending on your setup you may need to open the ClickShare USB drive and start the software manually.


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.

 

Step 3: Check your peripheral software is compatible with your ClickShare Conference Base Unit software and also examine other software settings

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.


Please visit the supported peripherals overview page on the Barco website to find out the software compatibility requirements between your peripheral and your ClickShare Conference Base Unit. If not compatible, upgrade either the peripheral (how to: see the respective manual) or the Base Unit (how to: see KB 5923) or both to a level that meets the software compatibility requirements. And after that, test the functionality of your peripherals on your Windows (KB 2355) or macOS (KB 9635) laptop. If ok, proceed to configure your conferencing software.


Configuring your conferencing software is explained in detail in KB 2378.

 

Step 4: Check for any signs of 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 hardware 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.

 

Other issues:

If you are still encountering any problems other than the ones listed in this article with your ClickShare Conference device or setup, please contact Barco helpdesk by creating a ticket (how to: see KB 6024).

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Última actualización 13 dic. 2023