In this chapter some problems that might occur while using ClickShare are listed. For each problem possible causes are given and a solution is proposed. If you cannot solve the problem yourself, please contact your local IT administrator.
| Problem | Cause | Solution |
| Your screen is not shown on the display when pressing the Button. | Wrong input is selected on the display. | Select the correct input on the display or on the room control system |
| Base Unit in standby | Briefly push the standby button on the Base Unit or plug in a Button and run the ClickShare client software. | |
| You are the third person that wants to share the content to the display. | The first or second user has to push his button to remove his content so that a third user can share his content. or As third user, click and hold the Button to use the Show me function of ClickShare. | |
| The ClickShare client software is not running. | Go to the ClickShare drive and run the software. | |
| Your screen is shown, but your audio is not playing on the meeting room audio system | Your audio signal on your PC is muted | Right click on the speaker icon and switch off the mute. |
| Audio system of the meeting room is not switched on | Switch on the audio system of the meeting room. | |
| When using separate audio, audio cable is not connected | Check audio connection between the Base Unit (audio out, green connector) and the audio system of the meeting room. | |
| Default speaker is not correctly set . | With a Button inserted, set ClickShare speaker as your default speaker. | |
| Buttons are not re-paired after changing the audio setting on the web interface | Re-pair the buttons. | |
| Audio setting on the web interface is not correctly set. | Consult your administrator to select the correct audio setting. | |
| Your content is removed from the display and the LEDs of your Button are blinking white. | Connection to the Base Unit has been lost. | ClickShare tries to restore the connection automatically. If this fails, the LEDs of the Button start blinking red. You should unplug the Button from your laptop and start a new. |
| Nothing is shown on the display at all. | The display is switched off. | Switch on the display. |
| Wrong input is selected. | Select the correct input. | |
| The display cable is not connected (correctly). | (Re)insert the display cable to the display and the Base Unit. | |
| The display does not recognize or is not able to display the Base Unit output resolution. | You or an administrator should change the corresponding setting via the web interface. | |
| The Base Unit is in standby mode. | Briefly push the standby button on the Base Unit or plug in a Button and run the ClickShare client software. | |
| The Base Unit is powered off. | Check if power adapter is connected to the Base unit and to the wall outlet. | |
| Wallpaper is disabled | If you connect a Button and start sharing, the content should be shown. | |
| After inserting the Button into your laptop, you cannot find the ClickShare drive. | No automatic refresh of drives. | Refresh the view on your laptop. |
| Bad connection at USB port on laptop. |
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| Windows tries to assign the ClickShare drive to an already reserved drive letter | Use Microsoft Windows Disk Management to assign it to a free drive letter. | |
| IT policy not mount USB drives | Contact your IT responsible. | |
| Some programs of Windows are not shown on the display. | Use of overlays, 3D or hardware acceleration in the GPU. |
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| Problem | Cause | Solution |
| Ethernet cable is inserted, but the Base Unit does not receive an IP address | Fixed IP address not configured. 802.X authentication required | Contact your IT responsible |
| Update server not reachable | Proxy server to be configured. Firewall is blocking the connection | Contact your IT responsible |
| Buttons do not connect after first time installation | Buttons not paired | Please pair the Buttons by plugging them into the USB ports of the Base Unit. Manual pairing only needs to be done once, after this, the Buttons will be automatically updated when updating the Base Unit |
| Unable to connect to internet | No internet available at the customer’s site | Contact your IT responsible |
| Problem | Cause | Solution |
| After inserting the Button into your laptop, you cannot find the ClickShare drive. | Bad connection at USB port on laptop | Reconnect to the USB port, try another USB port, or reboot your laptop. |
| Windows tries to assign the ClickShare drive to an already reserved drive letter | Use Microsoft Windows Disk Management to assign it to a free drive letter. | |
| Bad block on the mass storage | Please re-pair the Button with the Base Unit to restore the flash | |
| I cannot start the ClickShare App | Running 3rd party applications is blocked by IT | Contact your IT responsible. In the meantime, you can share your screen using your device’s native protocols |
| You are using a Linux PC or ChromeBook | Use the device’s native protocols to share on screen | |
| Button LEDs are blinking | Clickshare Application has not been started | Start the application on the ClickShare Button’s mass storage or download and run the ClickShare Desktop App. |
| Screen is not shown when pressing the Button although Button LED is static white. | Already two people on screen | Long press the Button to kick off all other sources from screen. Or ask for somebody to remove its source from screen |
| Somebody is moderating the session | Request the moderator to put you on screen or claim the moderation role from the ClickShare application | |
| Your shared content becomes grayed out. | Connection between the ClickShare application (or Button) and the Base Unit is lost | ClickShare tries to restore the connection automatically. If this fails, the LEDs of the Button start blinking red. You should unplug the Button from your laptop and start a new |
| Button cannot connect to the Base Unit. Button LEDs keep spinning. | Button is not paired to correct Base Unit. | Pair the Buttons with the Base Unit . |
| Base Unit settings have changed and Button has not been paired again. | Pair the Buttons with the Base Unit. | |
| When network integrated, the Button cannot find the Base Unit. | IP address of the Base Unit has changed. | Pair the Buttons with the Base Unit. |
| The Button cannot connect to the Base Unit due to firewall settings. | Contact your IT responsible. | |
| Quality of the image displayed is not satisfactory. | Button is using a channel with high utilization. | Contact your IT responsible. |
| Base Unit antennas are obstructed. | Make sure no insulation or metal plating or a cage is placed around the Base Unit. If too far, place the Base Unit closer to the location of the Buttons. Preferably, have line of sight between Base Unit and Button. | |
| Low signal strength | Place the Base Unit closer to the location of the Buttons. Check the settings of the Base Unit to see if the power of the wireless signal has not been set too low. | |
| Laptop performance | If the video performance is acceptable with a higher performing laptop, laptop performance might be the cause of bad video playback. To reduce the load on the laptop, you can:
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| Some programs of Windows are not shown on the display. | Use of overlays, 3D or hardware acceleration in the GPU. | Disable overlays or hardware acceleration in the GPU. In Windows 7, disable AeroGlass. |
| Unable to share from extended desktop. | Mac OS | The Clickshare Extension pack only works with Windows. This feature is available to Mac users through Airplay. An alternative is to use the Window sharing functionality in the ClickShare Desktop App |
| Extension pack not installed | In order to have a second screen on your computer when using ClickShare, you will need to download and install the ClickShare extension pack. https://barco.com/clickshare/extensionpack | |
| Old Extension pack installed | ClickShare will only work with the latest version of the Extension Pack. Please uninstall the extension pack and install the latest version. https://barco.com/clickshare/extensionpack |
| Problem | Cause | Solution |
| Your screen is shown, but your audio is not playing on the meeting room audio system. | Your audio signal on your PC is muted. | Right click on the speaker icon and switch off the mute. |
| Audio system of the meeting room is not switched on or not connected. | Switch on the audio system of the meeting room. Check audio connection between the Base Unit and the audio system of the meeting room. | |
| There is no ClickShare audio device for me to select on my computer. | Audio output of the Base Unit is not correctly configured. | Ask your administrator to configure audio of the Base Unit. |
| Audio device is not available in my OS when I plug in the Button after changing audio settings on my Base Unit. | Re-pair the Buttons with the Base Unit. | |
| ClickShare audio device is visible, but sound is coming out of my own device or other audio device connected to my computer. | Audio output of the Button is not selected. | In Windows, left click on the speaker icon and select the ClickShare Speaker. |
| ClickShare speaker is not selected as default device. | In Windows, right click on the speaker icon and select “Playback devices”. In the Playback tab, right click on the ClickShare Speaker and select as “Default device”, on the ClickShare Speakerphone if available, right click and select as “Default communications device”. | |
| Audio is heard in the room while not sharing on the big screen. | ClickShare speakerphone is selected as default device. | In Windows, right click on the speaker icon and select “Playback devices”. In the Playback tab, right click on the ClickShare Speaker and select as “Default device”, on the ClickShare Speakerphone if available, right click and select as “Default communications device”. |
| Audio and video are not in sync. | ClickShare speakerphone is selected as audio device. | In Windows, left click on the speaker icon and select the ClickShare Speaker See also above for to select the ClickShare Speaker as default audio device. |