AV - Video Conferencing Troubleshooting


Introduction

Currently the AV Team assists with connecting conference room systems to video conferencing only.

Instructions

General Tips

  •  Make sure the correct devices are selected for microphone, camera, and speaker in the settings menu
  •  Do not be afraid to disconnect and reconnect, this can correct some issues.
  •  If more than one person is in a video conference meeting (or event) and are in the same physical room, mute all but the presenter's device to avoid feedback.
  • Phones located in conference rooms or other conference areas are not supported by the AV Team. Phone support is located on this article.


Remote attendees cannot hear me   

Are you using a computer to connect into the meeting?

  •  Verify you are not muted in the call
    • Zoom:  In the bottom left corner of the meeting you will find the Mute button.  Make sure that the Mute button is not activated.
  • Verify you have selected the proper microphone for your computer
    • Zoom:  In the bottom left corner of the meeting, select the arrow next to the Mute button.  This will display your microphone and speaker options. Select the proper input / output for each.
  •  If all the above does not fix the issue, disconnect and reconnect into the meeting.

Are you using a room system?

  • Verify on the Crestron Touch Panel that the microphone isn't muted
    • On some Crestron Touch Panels there will be an icon on the right side labeled Microphone or Video Conferencing. Be sure that under the control the mute button is not highlighted or flashing, if it is, press the button to unmute.
    • On some Crestron Touch Panels there will be a separate page for microphone control on the left side of the panel labeled Mic Mix.  Select this page and be sure the microphones are not muted.

I cannot hear the remote attendees

Are you using a computer to connect into the meeting?

  • Verify the volume on the computer turned up
  • Verify the remote attendee is not muted in the call
    • Zoom: In the bottom menu select Participants. Next to their name, there is a camera icon and a microphone icon. Make sure the microphone icon is not muted.
  • Verify the remote attendee has selected the proper microphone for their computer
    • Zoom:  In the bottom left corner of the meeting, select the arrow next to the Mute button.  This will display your microphone and speaker options.  Select the proper input / output for each.
  • If all the above does not fix the issue, disconnect and reconnect into the meeting.

Are you using a room system?

  • Be sure that the room volume is turned up on the Crestron Control Panel
  • Is the far side muted on their end?
    • Zoom: In the bottom menu select Participants. Next to their name, there is a camera icon and a microphone icon. Make sure the microphone icon is not muted.
  •  Does the far side have the proper microphone selected?
    • Zoom:  In the bottom left corner of the meeting, select the arrow next to the Mute button. This will display your microphone and speaker options.  Select the proper input / output for each.

There is an echo/feedback in the room.

When there is an echo or feedback on the call in the room, this means that more than one device (including the room system) in the room is unmuted. This can cause unwanted noise and potentially a feedback loop. Be sure to mute everyone except the presenter, both microphone and speakers.