This article provides a comprehensive troubleshooting guide for resolving issues encountered while using the ClickShare Conference setup. It is designed to help users ensure a seamless and productive meeting experience by verifying system compatibility, checking connections, and identifying hardware or configuration issues.
1. Preliminary Checks; Ensure System Compatibility
Before diving into troubleshooting, verify that the client device (laptop or PC) is running a recent version of the operating system and BIOS. Outdated systems may cause compatibility issues with ClickShare Conference.
- Windows Users: When connecting the ClickShare Button for the first time, Windows may install drivers automatically. If not, open the ClickShare USB drive and launch the software manually.
- Security Settings: Ensure that no security policies or antivirus software are blocking driver installation or USB access.
For testing peripheral functionality:
2. Verify Firmware Compatibility
Check that both the ClickShare Base Unit firmware and the firmware of connected peripherals (camera, speakerphone, or all-in-one devices) are up to date and certified for compatibility.
- Visit the supported peripherals overview page on the Barco website to confirm compatibility.
- If your peripheral is not listed, it may still work due to USB standardization, but functionality is not guaranteed with ClickShare Conference.
- If not compatible, upgrade either the peripheral or the ClickShare device or both to a level that meets the software compatibility requirements:
- Peripheral: Refer to the manufacturer’s manual.
- Base Unit: How-to, see KB5923.
After updates, re-test peripheral functionality using the links provided above.
3. Check the Connections Setup Between Your Peripherals, Display and ClickShare Conference Device
Proper connection setup is critical for ClickShare Conference to function correctly.
- Test Peripherals Independently: Connect each peripheral directly to a PC via USB without a ClickShare device in between to verify functionality.
- If the peripheral work directly but not through the Base Unit, the issue may lie in the connection, configuration, or hardware.
- If the peripheral does not work as intended, this indicates a failure on the peripheral side.
- Direct USB Connection: Connect peripherals directly to the Base Unit via USB. Avoid using KVM switches during troubleshooting.
- Connection Diagrams: Refer to the USB Connection Guidelines outlined in KB4662.
- Reboot After Changes: After making changes to cabling or configuration, reboot the ClickShare Conference device to ensure proper initialization
Tip: For CX-50 (Gen1 and Gen2) Base Units:
- Use the HDMI™ OUT port for display connections.
- The HDMI™ IN port is for input sources only.
Some examples of connections are shown below (power and ethernet connections not shown):
4. Isolate the Problem
To troubleshoot a setup and identify the root cause:
- Disconnect all devices/peripherals.
- Reconnect devices one at a time, verifying each before adding the next.
- Look for grey camera and microphone icons on the ClickShare wallpaper bottom bar - this indicates successful configuration.
5. Software Configuration
Ensure your conferencing software is correctly configured to use ClickShare Conference peripherals. See KB2378 for detailed instructions on selecting ClickShare Conference peripherals in your UCC tool.
6. Check for Any Signs of Hardware Failure
If all configurations are correct and issues persist, consider the possibility of hardware failure. This could involve:
- Faulty cables
- Power supply issues
- Malfunctioning peripherals
- Defective ClickShare Conference device or display
Note: KVM switches are not supported and may be misidentified as echo-cancellation devices.
Recommended Actions:
- Swap suspected faulty components if possible.
- Perform a factory reset on configurable devices.
- 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.
7. Still Not Resolved; Contact Barco Helpdesk
If you are still encountering issues beyond those covered in this article with your ClickShare Conference setup, please contact the Barco helpdesk by creating a ticket (how-to, see KB6024).
Related Articles
- What peripherals can be used with ClickShare Conference and are there any limitations?
- Troubleshooting and general guidelines for connecting USB peripherals to ClickShare Conference
- How to update the firmware on your ClickShare Base Unit?
- How to select the ClickShare Conference peripherals in your UC&C tool
- How to use ClickShare Conference?
