This article helps users resolve issues where audio is not heard when sharing content using a ClickShare Button. It includes general troubleshooting steps, device-specific guidance, and configuration checks for both Windows and macOS systems.
Note: To find out which ClickShare Button you are using, please have a look here: KB3998.
1. Initial checks
Before diving into technical settings, please verify the following:
- Speakers are connected to the Base Unit and powered on.
- Speaker volume is turned up and not muted.
- Laptop volume is up and not muted.
- Base Unit firmware is up to date. If not, please update it to the latest firmware version (how-to, see KB5923).
- Note that the audio will only be played in the room when you are sharing to the screen.
2.Audio Configuration on the Base Unit
Ensure Base Unit is configured to output audio to the speaker device.
- Navigate to Display & Audio page of your Base Unit, using the ClickShare Configurator or XMS Cloud.
- Ensure Enable audio is toggled ON.
- Re-pair the Button after enabling audio to push the updated configuration. Re-pairing ensures the Button receives the latest audio settings.
- Next, ensure correct audio output is selected on your Base Unit.
- C-5/10 (Gen1 and Gen2), CX-20/30 (Gen1 and Gen2) and CX-50 (Gen1 and Gen2):
- Manual audio output selection is not available on C-5/10 (Gen1 and Gen2) and CX-20/30 (Gen1 and Gen2).
- The default audio output is HDMI™.
- If a USB speakerphone is connected, it becomes the default and only audio output.
Note that HDMI™, SPDIF, or Jack cannot be selected in this case on CX-50 Gen1 and Gen2. - USB speakers without a microphone in the same device are not supported. Only echo-cancelling speakerphones are supported, see KB3554 for details.
- Make sure your USB device is featured in the list of supported peripherals overview page
- CS-100(H), CSE-200(+) and CSE-800:
- The default audio output is HDMI™.
- Select audio output: HDMI™, SPDIF, or Jack accordingly for audio transmission.
Note that SPDIF is only available on the CSE-200(+) and CSE-800.
- CSM-1 and CSC-1:
- DVI-I and VGA outputs on these models do not carry audio.
- Select audio output: HDMI™, DisplayPort, or Jack accordingly for audio transmission.
Note that HDMI™ and DisplayPort is only available for CSM-1 and CSC-1, respectively.
- C-5/10 (Gen1 and Gen2), CX-20/30 (Gen1 and Gen2) and CX-50 (Gen1 and Gen2):
3.Operating System Audio Settings
When plugging in the Button, check if your device recognizes the audio capabilities of the Button and that your computer has correctly selected the ClickShare Speaker as an audio device
Windows 10/11
- Click the speaker icon in the system tray, this is what should see:
- If ClickShare Speaker is not the selected default speaker:
- Click the arrow in the top-right of the dialog.
- Select ClickShare Speaker manually.
- If the ClickShare Speaker is not present:
- Ensure Enable audio is toggled ON for your Base Unit.
- Re-pair the Button.
- If still missing, contact your IT administrator.
macOS
- Go to Apple Menu (1) > System Preferences (2) > Sound (3).
- Under the Output tab (4), select ClickShare (5).
- If the ClickShare Speaker is not present:
- Ensure Enable audio is toggled ON for your Base Unit.
- Re-pair the Button.
- If still missing, contact your IT administrator.
4. Still No Audio?
If all settings are correct and audio still doesn’t work:
- Confirm the ClickShare Speaker is visible in your OS.
- Ensure the Button is correctly paired with the Base Unit.
- Try using a different Button provided with your Base Unit to isolate the issue.
- Contact your IT support team for further assistance.
Contact Barco Support:
If the issue still persists or you're experiencing any other audio issues while using the ClickShare Button, please contact Barco Support by creating a service ticket (how to: see KB6024).
