11. Troubleshooting
11. TROUBLESHOOTING

11.1 Step by step support procedure

Handle as follow for the Base Unit:

1. Se t up the unit in a stand-alone environment. Connect a keyboard and a monitor, known as working with ClickShare.
2. Check if the base unit starts up normally.
If the wallpaper does nota ppear orthe LED sare blinking red. Loaddefaults in boot menu and retry (press arrow down key
during start up and selects Load Defaults)
3. Is it successful?
Ifyes, update the Base Unit to the latest software version and continue with the button test.
If no, apply the software emergency recovery procedure (only for 2nd line support). Updateto the latest software version if
recoverystick contains old version). Itnot successful, Base Unit can be considered as broken.

Handle as follow for the Buttons:

1. Pair each button with the Base unit.
2. Try sharing with each button from a PC or laptop, known as working properly with ClickShare.
If itfails, button can be considered as broken.

When a problem is discovered:

1. Write down the serial numbers of the Base unit and Buttons. Indicatewhich were not working before and after completing the
service procedure.
2. Escalate to the next service level and add log files and a description of the problem together with the list in step 1. If necessary,
add also informationabout the installation environment and other equipment involved.

11.2 Troubleshooting list

Problem solving

Locatethe problem you areexperiencing in the table below and apply the solution.
Problem Cause Solution
Qualityof the image on the meeting room
displayis not satisfactory
Thequality or length of the cable between
the Base Unit and the display or the
connectionbetween these two.
• Replacethe cable.
• Use another cable.
Badresolution of the display
The system can handle the average
laptop resolution of 3 Megapixel.
However,up or down scaling on the
meetingroom displaycan caus e visible
artefacts.
Change the resolution on the web
interface and match it to the native
resolutionof the meeting room display.
Usershave a bad wireless connection.
The connectionfrom the Button to the
Base Unit keeps falling away.
Wirelessco ngestion
• Use a WiFi scanner to find a free
wireless channel and select it via
the web interface. You can use
commercial as well as free online
toolssuch as inSSIDer or Xirrus for
this. Refer to “Changing advanced
ClickSharesettings”.
Low signalstrength
• Put the Base Unit closer to the
meetingroom table.
• Change the orientation of the
antennas at theback of the Base
Unit.
• Removeor limit as much as possible
allobstructions between the Buttons
and theBase Unit.
R5900006 CLICKSHARE 04/12/2013 97