7.1 Troubleshooting list

Barco knowledge base and YouTube videos

Go to the product page on Barco’s website and select in the right column Support. You will get access to Barco’s Knowledge base (https://www.barco.com/en/support/knowledge-base ) and Latest tutorial videos. For more YouTube videos, consult https://www.youtube.com/user/barcoTV and select ClickShare.

Problem solving
ProblemCauseSolution
Quality of the image on the meeting room display is not satisfactoryThe quality or length of the cable between the Base Unit and the display or the connection between these two.
  • Replace the cable.
  • Use another cable.
 

Bad resolution of the display

The system can handle the average laptop resolution of 3 Megapixel. However, up or down scaling on the meeting room display can cause visible artefacts.

Change the resolution on the web interface and match it to the native resolution of the meeting room display.
Users have a bad wireless connection. The connection from the Button to the Base Unit keeps falling away.Wireless congestion
  • 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 tools such as inSSIDer or Xirrus for this. Refer to “WiFi settings”.
 Low signal strength
  • Put the Base Unit closer to the meeting room table.
  • Remove or limit as much as possible all obstructions between the Buttons and the Base Unit.
Web interface is not accessibleBrowser
  • Use another browser (version).
  • Check the browser settings.
 No connection
  • There are three methods to access the web interface. Refer to the corresponding chapter of the documentation.
  • Check the proxy settings
Users do not get a ClickShare drive when inserting the Button in their laptop.
  • No automatic refresh of drives
  • Windows tries to assign the ClickShare drive to an already reserved drive letter
  • Refresh your view on the laptop.
  • Use Microsoft Windows Disk Management to assign it to a free drive letter.
 Bad connection at USB port on the laptop
  • Reconnect to the USB port.
  • Try another USB port.
  • Reboot the laptop.
 
  • Some types of USB devices might be blocked as a company policy.
  • USB port settings on the laptop might limit the usage of high power USB devices when on battery power.
If possible, change the USB port policy on the laptop.
Low video performanceLaptop performance
  • Lower the screen resolution of the laptop.
  • Disable the hardware acceleration for video.
  • Use only a part of the display to show the video.
  • Right click ClickShare icon in system tray and click on Capture mode to toggle the current setting..
 Wireless connectivitySee “Users have bad connectivity”
Video is not shown on screenPlayer uses overlays
  • Disable the usage of overlays in the preferences of the video player.
  • video is protected by HDCP and cannot be captured by ClickShare.
Some programs of Windows are not shown on the displayUse of overlays, 3D or hardware acceleration in the GPU
  • Disable overlays or hardware acceleration in the GPU.
  • Disable AeroGlass in Windows 7
  • Upgrade the Base Unit to the latest software version.
When using Windows 7 the following message about the Windows Aero color scheme appears: "Windows has detected your computer's performance is slow. This could be because there are not enough resources to run the Windows Aero color scheme. To improve...".ClickShare uses resources from the GPU. In combination with other programs which do so, Windows 7 sometimes shows this message suggesting to disable Aero to improve the performance of your laptop.It is safe to ignore this message and choose 'Keep the current color scheme'.
Your screen is not shown on the display when pressing the ButtonThe number of shared video’s on the screen is exceeded.Click and hold the button for 2 seconds to use the Show me full screen function.
 The ClickShare software is not running.Go to the ClickShare drive and run the software.
Your content is removed from the display and the LEDs on the button are blinking whiteConnection to the Base Unit is lost.

ClickShare tries to restore the connection automatically. If it fails, the LEDs on the Button start blinking red.

Unplug the Button from your laptop and try a new Button.

Noting is shown on the displays at all.The displays are switched off.Switch on the displays.
 The display cable is not correctly connectedInsert 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.Change the corresponding setting via the web interface.
 The Base Unit is in standby modeBriefly push the standby button on the Base Unit or insert a Button and run the ClickShare software.
Bad WiFi connectivityCongestion of the wireless channelUse wireless network scan tools to look for free or the least congested channels.
 

Metal cabinets, walls, construction elements, ... can cause reflections deteriorating the wireless signal.

Obstructions between Buttons and Base Unit cause lowering of the wireless strength and quality.

Move the Base Unit to another place in the room.
  Avoid placing it inside cabinets, false ceiling, below the table, behind a wall, in another room, ....
  Check out the ClickShare White paper on WiFi See https://www.barco.com/clickshare.
Web Interface shows error in the processes “WiFi Access Point Daemon” and/or “DHCP Server”Configuration file is corruptedBrowse to the Configuration tab on the Web Interface and press “Load Default Settings”.
ClickShare Base Unit does not start up correctlyConfiguration file is corruptedBrowse to the Configuration tab of the Web Interface and press “Load Default Settings”.
No LAN connection with the Base UnitWrong IP addressIP address is not within your LAN range.
  DHCP is not enabled.
No WiFi connection with Base UnitSSID not correctEnter the correct SSID
Echo when using ClickShare in the callWrong micro selectionSelect the microphone from the ClickShare system and not the PC microphone during the call.
The peripheral is not cancelling the echo. As a result the microphone will pick up what the remote participant says and send it back in thecallUse a correct device with echo cancelling.
Massive reverb (echo, sound bouncing) in the room itself. This can also be the reason why the remote side can hear the in-room participants as if they sit in a metal can or a fishbowl if they do not sit directly in front of the microphone.In these situations, the use of table (or ceiling) mics or the use of sound absorbing panels might be advised.

Locate the problem you are experiencing in the table below and apply the solution.