Troubleshooting and Support

General Troubleshooting

  • The camera light turns green, the front screen works, the back screen is black

    • Issue: If the camera light is green, the equipment is recognizing the computer
    • Solution: The back TV is likely off. To turn it on, use the remote, or there is a power button in between the speakers at the bottom.
  • The back screen turns black during a lesson.

    • Issue: The back TV has gone to sleep.
    • Solution: Press the power button either on the remote or in between the speakers at the bottom.
  • Cannot connect to screen in the Global classroom

    • Issue: Global classroom and mini global classroom also require you to download a display driver and have room-specific connection instructions.
    • Solution: Even if faculty are teaching in the room in-person – THEY MUST download a display driver to use the dongle. This has been problematic when faculty are using their personal laptops. Please review the instructions for using flexible teaching technology in the Global Classroom.
  • The screens display the wrong content.

    • Issue: The content is displaying, but not on the screen you want it displayed on.
    • Solution: Drag and drop the correct content onto the desired screen. If you are uncertain how to do this, please see these instructions from Microsoft. If you have trouble, contact AV services to request in-classroom assistance.

      Note: You may find it helpful to practice in advance in your classroom or in the CTL. You can also schedule a meeting with AV services to have a technician walk you through in-class set-up.
  • You do not have a USB-C port on your laptop

    • Issue: The classroom has a USB-C cable, but your laptop does not have a USB-C port.
    • Solution: There are adaptors attached to the USB-C cables that convert to USB. Plug the USB-C cable into the adaptor, then plug the USB cable into your computer.
  • The in-class microphone is muted

    • Issue: The in-class microphone is muted, or you want to mute/unmute the microphone but don’t know how.
    • Solution: The in-class microphones have a small light that should start to flash when the camera powers up. The light will display red when muted and white when on. To mute or unmute the microphone, touch the top of microphone.

      Note: If you have touched the top of the microphone and the light has not changed colour, or if there is no light but the camera is on, please contact AV services for assistance.
  • You do not see USB-C listed on the classroom keypad.

    • Issue: You have connected your laptop to the projector system using the USB-C cable (or USB-C cable and USB adaptor), but do not see an option on the keypad or touchscreen panel to display a USB-C connection.
    • Solution: Not all keypads/touchscreens have a USB-C option displayed. Depending on your classroom set-up, choose the following:

      • For the Crestron touchpad – select HDMI
      • For a regular keypad – select either PC or VGA (whichever option is available)
  • The classroom desktop computer will not connect to the flexible teaching equipment.

    • Issue: You cannot connect to the flexible equipment using the classroom desktop computer.
    • Solution: These computers are not configured for flexible or HyFlex teaching. You must use a laptop. If you do not have a laptop, ask your faculty office to request a loaner laptop.

PC

  • On a PC: driver is installed, driver is open, nothing is happening, screens are not being recognized in the screen’s menu

    • Issue: Your equipment may not meet the minimum requirements to use the flexible teaching equipment.
    • Solution: Ask your faculty office to request a loaner laptop
  • Your laptop screen is not projecting on-screen

    • Issue: You cannot share your laptop display to the classroom projector or TV screen.
    • Solution: There are several potential causes for this issue. Please troubleshoot in the following order:

      1. The cable is not securely connected.

        • Solution: Check the connection, reconnect the cable if necessary.
      2. You have chosen an incorrect input

        • Solution: Ensure that USB-C is selected on the media touchscreen or keypad. If there is no USB-C option, select HDMI for touchpad or either PC or VGA for keypad.
      3. Your driver may not be installed correctly.

Mac

  • On a Mac: driver is installed, nothing is happening

    • Issue: You must open the DisplayManager manually, it does not automatically open when you plug in your computer (unlike on a PC)
    • Solution: Search for DisplayLink application, open DisplayLink.

      Note: a security feature must be turned on (StarTech instructions) to install the driver; go to Settings, then Screen Recording, and turn this feature on (Apple locks this feature by default).