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Overview

Excerpt

This page provides step-by-step resolutions for common issues in 74/109 and FWB 4/460.

Common Issues

Most issued can be resolved by changing microphone settings, disconnecting/reconnecting the call, or restarting the room equipment. See the tables below for additional scenarios.

Starting/Shutting Down a Room

ProblemResolution
The projector/large format display or a video conference display will not turn on
  • Ensure that the blank button is not pressed
  • Restart the room system via the Crestron Touch Panel
  • If the issue is not resolved, contact a support provider
The projector screen did not lower or raise
The Crestron Touch Panel is not responding
  • Contact a support provider

Connecting a Call

ProblemResolution
The remote room is busy
  • The remote class may still be in session and is on a previous call
  • If the class should be over, wait a minute and initiate the call again
  • If the room is still busy following multiple attempts and class is about to start:
    • Contact the facilitator of the remote room to verify its call has ended
  • If the room remains busy, and the remote room cannot call the local room contact appropriate support
The wrong room answered the call
  • Hang up the current call
  • Verify the remote room is called
    • Or: Contact support for further assistance
The remote room is missing from the directory
  • Select Update Directory on the call screen
  • Wait a moment for the directory to sync
  • Verify the remote room is listed in the directory
    • Or: Contact support for further assistance

During a Call

ProblemResolution
The remote room cannot hear the local room
  • Toggle Mic Mute to verify it is off
  • Select the Mics button
    • Toggle the mute buttons as necessary and verify the sliders are turned up
The audio received from the remote room is low
  • Adjust the VTC Volume slider to an appropriate level

The audio of the local room is low

  • Adjust the VTC Room Volume slider to an appropriate level
No audio is being played 
  • If PC or Laptop source is selected, ensure that devices audio playback is set to Crestron.
Audio feedback is present
  • Turning down VTC Volume, VTC Room Volume, or muting microphones in the local or remote rooms as necessary may reduce or eliminate feedback
  • If a Webex guest is present recommend they switch to headphones as speakers can be a source of feedback
Camera cannot be controlled
  • Verify the proper camera is selected
  • Only the Far-End camera selected on the remote room's Crestron Touch Panel can be viewed in the local room
  • The camera's power may need to be cycled, a support provider can diagnose and perform this task
The wrong source is displayed
  • Switch the Presentation Source to the appropriate source (PC, Laptop, or Doc Cam)
No source is displayed
  • Toggle the Presentation button On
  • Move the mouse to ensure the PC or Laptop is awake
  • Switch between two sources (PC, Laptop, or Doc Cam) to synchronize the system
Preview screen is blank
  • Move the mouse/tap the keyboard to ensure the PC or Laptop is awake
  • Turn on the SMART Podium via the power button in the top-left corner

FAQs

Who is "appropriate support"?
  • Facilitators for each room have different contacts for additional support
Where can I review training documentation?
Where can I find the video conference checklist?

Include Page
ILP:_Help Desk Footer
ILP:_Help Desk Footer


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