Facilitator Troubleshooting Resources

Try toggling between the student camera and the instructor camera if there are multiple cameras in the room. Otherwise, see below:

• Camera can be controlled/moved from the touch panel
  • Likely an issue with an HDMI extender.
  • Try unplugging the HDMI cable from the camera, wait a few seconds, then plug it in.
  • Power cycle the HDMI extender.
  • The HDIM extender's power supply may be bad. Try swapping it with a new power supply.
Camera cannot be controlled from the touch panel
• Before doing this, start up a chat to confirm this needs to be done. Power cycle the camera by unplugging the power cable from the back of the camera, waiting 10 seconds, then plugging it back in. Note that cameras can take 1-3 minutes to fully power on.

• Try toggling between the student camera and the instructor camera if there are multiple cameras in the room.
• If using an older Crestron touch panel (not in HH) ensure a camera speed is selected on the Camera Controls page on the Xpanel / touch panel.
• Start up a chat and see if you need to reboot the camera by following these instructions. Reboot the camera by unplugging the power cable for 10 seconds then plugging it back in. Note that cameras can take 1-3 minutes to fully power on.

• Unplug the HDMI or video cable from the camera, wait 5 seconds, plug it back in.
• If that doesn't work, unplug the power cable from the camera for 10 seconds then plug back in. Note that cameras can take 1-3 minutes to fully power on.

• If both Zoom participants and IVC locations do not see the content being shared, ensure the correct source is selected on the touch panel. If so, try toggling between another present source and back.
• If Zoom participants do not see content but IVC locations do, follow these steps (at the origination location):
  1. Have the instructor open the Zoom connection for the class on the instructor computer (through Canvas).
  2. Ensure you do not connection audio if prompted. If you do it will cause feedback.
  3. Along the bottom of Zoom, select the ^ icon on the Share Screen button then select Advanced Sharing Options
  4. Ensure "Who can share?" and "Who can start sharing when someone else is sharing?" are both set to "All Participants."
  5. Close out of the Advanced Sharing Options settings and, if not needed, close out of the Zoom meeting on the instructor computer (do not end the meeting).
  6. Start a chat and mention you've had Zoom content issues and you need to have the Zoom connection disconnected and reconnected.
  7. Once the Zoom connection is reconnected, Zoom participants should be able to see content.

Double check the correct present source is selected on the Touch Panel. Try toggling between another present source then back.

This is likely caused by Zoom being open on the PC. To resolve this do one of the following:

• If the instructor would like to have Zoom running on the PC, press the "esc" key on the PC keyboard to exit full screen mode in Zoom then minimize Zoom.
• If the instructor does not need Zoom running on the PC, close Zoom (do not end the meeting)

• Check that the monitor is powered on.
• If in HH, check the Classroom Information page for instructions on setting up the displays.
• (Only after starting a chat): Check the input of the TV or monitor. TV's should usually be set to HDMI 1.
• (Only after starting a chat): Turn off the TV or monitor and power cycle it by unplugging if from power for 10 seconds then plugging it back in.

• Check the display settings on the laptop. It should be set to duplicate or extend, based off the instructor preferences.
• Unplug the laptop cable (including adapter if applicable) from the laptop. Wait 5 seconds and plug it back in.
• Restart the laptop.
• Use the Classroom PC if none of the solutions above help.

If a Windows Surface laptop has a pending update, there is a but that may prevent it from sharing content until the update is made.

• Double check the following items:
  • The All Mute (codec mute) is not muted.
  • The microphone is on.
  • The battery is not dead. If the battery is dead, start up a chat to get a replacement.
• (After starting a chat:) Check to ensure the Group and Channel on the microphone battery pack is the same as the Group and Channel on the Shure microphone receiver.

• Ensure the microphone battery pack is not next to a cell phone or other wireless device. Wireless frequencies from other devices may affect the wireless microphone.
• Ensure the microphone cable is plugged into the battery pack securely.
• The microphone cable may have a short in it and need to be replaced. Place the battery pack on a desk somewhere it won't be moved. Move around the cable and see if the microphone cuts out when moving the cable around. If so, start up a chat to request a replacement cable.

• Double check that the static is not coming from somewhere else.
• If the microphone is a barrel mic (in the shape of a barrel, not a rectangle), ensure the top of the microphone is screwed in fully (it's rare, but sometimes it gets loose).
• The microphone cable may have a short in it and need to be replaced. One can usually tell if the cable has a short by running one's fingers slowly up or down the cable. If static is heard, it's most likely a bad cable and needs to be replaced.

This will likely be caused by someone (most likely the instructor) being connected to the Zoom meeting for the course in one of the classrooms that is also connected to the meeting. If an instructor has opened the Zoom meeting on the classroom computer or a laptop, have them disconnect/leave computer audio by following these steps:

• Click the ^ icon on the Mute/Unmute button on the bottom left of Zoom.
• Select "Leave computer audio" and confirm the action.

• Some echoes can be caused by open microphones at another location. Ask everyone to mute their microphones when not needed. Echoes caused by open microphones often are not too intense but can be distracting.
• Echos/feedback can be caused by a double connection (a location is connected twice to an event). Start up a chat if you think this may be the case.
• The classroom computer may be sending out the echo that everyone hears.
  1. On the classroom computer, right click on the speaker icon in the notification area in the bottom right of the screen.
  2. Select "Playback Devices."
  3. Double click on the default playback device to open up it's properties.
  4. Go to the "Levels" tab.
  5. If you see three levels in the "Levels" tab, ensure the bottom two levels are mute. If one of these is unmuted, the computer will cause an echo that will be heard by everyone. The top level should be unmuted.

• Check the codec volume. It may have been turned down.
  • If the room has a Cisco, white touch panel, the codec volume can be adjusted with the volume controls on the bottom right of the touch panel.
• On older Crestron touch panels (not in HH), try toggling between Teach IVC and Receive IVC if in a room with a touch panel or XPanel.
• Start up a chat to have the codec volume looked at.

• Check the room volume. Make sure it is not muted and turned up to an appropriate level (usually around 70%).
• On older Crestron touch panels (not in HH) Try toggling between Teach IVC and Receive IVC if in a room with a touch pane or XPanel.

• Check the room volume on the touch panel and ensure it is not muted and it is turned up.
• Check the computer's volume level in the taskbar (the lower left hand corner of the screen). Make sure it is not muted and is around 70%.
• Check the video's volume (the volume on YouTube, etc.).
• Ensure the correct playback device is selected on the computer.
  1. Right click on the Speakers icon in the notifications (in the lower right of the screen).
  2. Select "Playback devices."
• Switch to a different source on the touch panel (i.e. laptop), then back to PC on the touch panel. This will help ensure the system is routing audio correctly.
• Try a different video (it may be an issue with the video).
• Start a chat.

Ensure the correct camera source is selected in Zoom. In most rooms it should be an Av.io source.

1. In the lower left of Zoom, click the ^ icon on the Start/Stop Video button. This will show the available camera sources.
2. Change the source to the Av.io source. If there are multiple Av.io sources, select the one that shows the camera.

Av.io sources are typically only available in rooms with an instructor camera mounted on the back wall. If an Av.io source is not available, there may be another camera in the room you should use. If there is an instructor camera mounted on the back wall but you are not seeing the Av.io option, the Av.io may need to be restarted. To restart the Av.io, unplug the blue USB cable that is plugged into the Av.io or unplug the blue USB cable coming out of the back of the computer, wait 5 seconds, then plug it back in. If there are multiple Av.ios or multiple blue USB cables on the back of the computer, try unplugging both, wait 5 seconds, then plug them back in.

When sharing a video through Zoom (any video being played on the computer), follow these instructions:

1. Select Share Screen along the bottom of Zoom.
2. On the Share Screen pop up, ensure "Optimize Screen Share for Video Clip" and "Share Computer Sound" is selected
3. Share the screen (It's recommended that you choose to share the entire screen, not just the application.)

1. Select the ^ icon on the Share Screen button along the bottom of Zoom
2. Select "Advanced Sharing Options"
3. Ensure "Who can share?" is set to "All participants."

• Double check the following items:
  • The All Mute on the touch panel is not muted.
  • The microphone is on and not muted on the battery pack.
  • The battery is not dead.
• Run the Zoom audio test to ensure the correct microphone source is selected in Zoom:
  • In the bottom left of Zoom, click the ^ next to Mute/Unmute
  • Select "Test Speaker & Microphone" then follow the prompts.

• Ensure the PC is selected on the classroom touch panel.
• Check the room volume on the touch panel and ensure it is not muted and it is turned up.
• Check the computer's volume level in the taskbar (the lower left hand corner of the screen). Make sure it is not muted and is at at least 70%.
• Run the Zoom audio test to ensure the correct speaker source is selected in Zoom:
  • In the bottom left of Zoom, click the ^ next to Mute/Unmute
  • Select "Test Speaker & Microphone" then follow the prompts.

Ensure the correct camera source is selected in Zoom. In most rooms it should be an Av.io source.

1. In the lower left of Zoom, click the ^ icon on the Start/Stop Video button. This will show the available camera sources.
2. Change the source to the Av.io source. If there are multiple Av.io sources, select the one that shows the camera.

Av.io sources are typically only available in rooms with an instructor camera mounted on the back wall. If an Av.io source is not available, there may be another camera in the room you should use. If there is an instructor camera mounted on the back wall but you are not seeing the Av.io option, the Av.io may need to be restarted. To restart the Av.io, unplug the blue USB cable that is plugged into the Av.io or unplug the blue USB cable coming out of the back of the computer, wait 5 seconds, then plug it back in. If there are multiple Av.ios or multiple blue USB cables on the back of the computer, try unplugging both, wait 5 seconds, then plug them back in.

• Ensure the projector/TV is turned on:
  • the power status on the classroom touch panel and then looking at the projector or TV. Projectors will typically  have a green light on them when they are on and TV's will typically have a light on along the bottom when they are on.
  • Ensure the projector is not muted on the classroom touch panel. If so, unmute the projector.
  • Press the power button for the projector/TV on the classroom touch panel and wait 5 seconds to see if it turns on.
  • Use a remote to turn on the projector/TV if the power button on the classroom touch panel does not work.
• Toggle between sources on the classroom touch panel by selecing another source on the touch panel (like laptop) then switching back to the desired source.

When sharing a video through Zoom (any video being played on the computer), follow these instructions:

1. Select Share Screen along the bottom of Zoom.
2. On the Share Screen pop up, ensure "Optimize Screen Share for Video Clip" and "Share Computer Sound" is selected
3. Share the screen (It's recommended that you choose to share the entire screen, not just the application.)

If an instructor would like to use extended desktop on the classroom computer, press the windows key + p on the keyboard of the classroom computer then select the extend mode.

• Check that the monitor is powered on.
• If in HH, check the Classroom Information page for instructions on setting up the displays.
• (Only after starting a chat): Check the input of the TV or monitor. TV's should usually be set to HDMI 1.
• (Only after starting a chat): Turn off the TV or monitor and power cycle it by unplugging if from power for 10 seconds then plugging it back in.

• Check the display settings on the laptop. It should be set to duplicate or extend, based off the instructor preferences.
• Unplug the laptop cable (including adapter if applicable) from the laptop. Wait 5 seconds and plug it back in.
• Restart the laptop.
• Use the Classroom PC if none of the solutions above help.

If a Windows Surface laptop has a pending update, there is a but that may prevent it from sharing content until the update is made.

• Double check the following items:
  • The All Mute on the touch panel is not muted.
  • The microphone is on and not muted on the battery pack.
  • The battery is not dead.
• Run the Zoom audio test to ensure the correct microphone source is selected in Zoom:
  • In the bottom left of Zoom, click the ^ next to Mute/Unmute
  • Select "Test Speaker & Microphone" then follow the prompts.

• Check the room volume on the touch panel and ensure it is not muted and it is turned up.
• Check the computer's volume level in the taskbar (the lower left hand corner of the screen). Make sure it is not muted and is around 70%.
• Check the video's volume (the volume on YouTube, etc.).
• Ensure the correct playback device is selected on the computer.
  1. Right click on the Speakers icon in the notifications (in the lower right of the screen).
  2. Select "Playback devices."
• Switch to a different source on the touch panel (i.e. laptop), then back to PC on the touch panel. This will help ensure the system is routing audio correctly.
• Start a chat.

• Ensure the PC is selected on the classroom touch panel.
• Check the room volume on the touch panel and ensure it is not muted and it is turned up.
• Check the computer's volume level in the taskbar (the lower left hand corner of the screen). Make sure it is not muted and is at at least 70%.
• Run the Zoom audio test to ensure the correct speaker source is selected in Zoom:
  • In the bottom left of Zoom, click the ^ next to Mute/Unmute
  • Select "Test Speaker & Microphone" then follow the prompts.