1. Using Zoom, identify the camera model from the carat on the start video button and verify that the camera is not a Roboshot FX model (if the device is a Roboshot FX please skip to the section below this table)
2. Locate the camera in the space and look for the cables attached to the back of the camera
3. Verify cables are not bunched up behind the camera preventing it from panning or titling in its mounting cradle.
4. If the back of the camera can be reached safely, gently reposition cables so that they are not bunched or trapped behind the camera and will not create resistance for the motor again.

In some spaces the cameras are mounted in tight corners where wiring is running between a wall and the camera’s mounting cradle. Panning and tilting the camera can pull the cables or force them into a spot where the camera motor will begin to experience resistance from the cable placement. Once a camera stops responding to tilt and zoom commands, do not continue to send pan and tilt commands via the remote. Verify bunched or stuck cables are not binding the camera’s motor or preventing its movement.

Where other remote buttons are not functioning in addition to pan and tilt, see the section below for unresponsive remotes.

1. Verify there are no objects obstructing the device’s lens
2. Power down the device using the remote provided in the space
3. Power the camera back on
4. Check the image in Zoom
5. If the image is still not present and if the camera can be reached safely without a ladder, disconnect Ethernet/CAT5 cable from the back and wait five seconds, then reconnect to the cable to the same input
6. Once the device is receiving power again, select the Roboshot as the display device in Zoom (using the carat on the Start Video button)
7. If no image is still present and Zoom does not recognize the device, AV support is required

1. Verify the remote’s signal indicator lights up when buttons are pressed to confirm battery strength is adequate.
2. Walk remote closer to camera to determine the location where commands are received consistently from the remote.
3. Verify camera is powered on either by identifying the ‘power on’ light on the front of the device or by checking the image output in a Zoom call.
4. Use a remote of a similar style/manufacturer from an unused space or nearby room if it is available to rule out any issues specific to the remote that is not responsive.

Vaddio has been tasked with meeting a large consumer demand in a very short period of time. The reliability and longevity of products manufactured by Vaddio in the last few months is yet to be determined.

There has not been a sufficient break-in period on the equipment purchased by Tulane for these spaces. Manufacturer’s defects are likely and the remote simply may not be functional. There also may be interference to the infrared signal due to other devices or fixtures in the space.

1. If the camera can be reached safely without a ladder disconnect Ethernet/CAT5 cable from the back and wait five seconds, then reconnect the cable to the same input
2. Once the device is receiving power again, select the Roboshot as the display device in Zoom (using the carat on the Start Video button)
3. Confirm the image from the camera is being displayed properly in Zoom

Power cycling the device has worked in solving image discoloration issues in most spaces. The devices are POE or powered over ethernet, therefore it is only necessary to pull the ethernet cable to the back of the device to power cycle it. They are not powered by any other cable.

Vaddio has been tasked with meeting a large consumer demand in a very short period of time. The reliability and longevity of products manufactured by Vaddio in the last few months has yet to be determined. There has not been a sufficient break-in period on the equipment purchased by Tulane to identify all defective equipment. Manufacturer’s defects are likely and the camera may be defective if the issue persists or occurs frequently.

Camera will not pan ortilt

1. The Roboshot FX does not offer pan or tilt functionality (even though the remote has the commands)
2. Gently pan or tilt the camera by manually manipulating the camera position by hand as needed

No image in Zoom when camera is powered on

or Unresponsive remote

or Yellow or green tinted image (aka Predator vision)

No image in Zoom (black screen) when camera appears powered on

1. Using the camera remote power down the device (camera should retract it’s lens and rotate into a sleep position when powered down) Note: A powered on device should respond to tilt and pan commands on the remote if the remote is within an operable distance of the device
2. Using the remote, power the device back on
3. If powering down and restarting via remote does not work and Zoom recognizes the device but no camera image is displayed (only a black screen is present), there are one of two components in the lectern that may need to be rebooted and an AV Support Professional should be notified

1. Verify the remote’s signal indicator lights up when buttons are pressed to confirm battery strength is adequate
2. Walk remote closer to camera to determine the location where commands are received consistently from the remote
3. Verify camera is powered on either by identifying the power on light on the front of the device or by checking the image output in a Zoom call
4. Use a remote of a similar style/manufacturer from an unused space or nearby room if it is available to rule out any issues specific to the remote that is not responsive

Confidence monitor will not power on from Lectern Controller

1. Press the Display On button two times in quick succession
2. Wait 15-30 seconds to allow commands to process on the controller or for devices to complete their respective power up cycles
3. If the confidence monitor is still not on, use the confidence monitor device remote to turn on the confidence monitor (located in the lectern drawer or placed on the lectern surface)

Depending on the vendor that built the room, different coding methods were used to program the controller buttons. As with all code, there is debate as to the most efficient method to program and some devices may be slower (have more code to process) as a result.

A confidence monitor that is plugged in and ready to receive remote or controller commands will have a green light on the bottom left side of the bezel if it is ‘On’ and red light on the bottom left side of the bezel if it is plugged in but powered ‘Off.’

Confidence monitor is displaying a mirrored display instead of an extended display

1. Press Windows Key + ‘P’ (windows button key and the keyboard button for ‘P’ at the same time) to bring up the Windows display switcher
2. Select Extended Display
3. If needed, open the Display Settings (type Display Settings into the Windows search) to rearrange displays and detect primary and secondary displays for desired configuration

Confidence monitor is on but not displaying anything

1. Log into the machine at the lectern
2. If there is no Tulane IT support wallpaper on the confidence monitor after login proceed to step 3
3. Verify the confidence monitor is set to the correct input using the device remote
4. If the Confidence monitor is powered on and on the correct input check to make sure the PC is configured for dual displays in the Display Settings

This typically appears to be the case when powering on the system. The confidence monitor is not the primary display so it will appear to be a black screen on a powered on device until a user has logged in.

Touch monitor is not the primary display

1. See above
2. If the log in screen is on the confidence monitor or projector screen then the touch panel display may be set as the extended display (it will remain a black screen until logging in)
3. This can be adjusted in the PC’s Display Settings if desired

The display that is not primary in any configuration will display a black screen until login is complete.

Display On does not power on all display devices

1. Press the Display On button two times in quick succession
2. Wait 15-30 seconds to allow commands to process on the controller or for devices to complete their respective power up cycles
3. If the confidence monitor is still not on, use the confidence monitor device remote to turn on the confidence monitor (located in the lectern drawer or placed on the lectern surface)
4. Verify that all display devices are powered on using their individual power buttons or remotes

Depending on the vendor that built the room, different coding methods were used to program the controller buttons. As with all code, there is debate as to the most efficient method to program and some devices may be slower (have more code to process) as a result.

Devices should still be capable of powering on using on-board buttons or by using their respective remote controls (stored either in the lectern drawer or on the surface of the lectern)

Slow or unresponsive buttons

1. Press the button a single time and wait until the button’s function has been actualized or the button on the controller has turned from red to white (or white to red)
2. If the desired response does not occur, wait 30 seconds then try again, pressing the button only once and then waiting patiently for the result
3. Check the device that was meant to receive the controller command and verify that it is either On or not in a power save mode or power cycle process
4. If the button command is not performing any labeled function even after checking devices and being patient with the controller, contact AV Support

Changing inputs does not show intended display

1. Switch Controller to laptop or bluray player input
2. Power on laptop or bluray player
3. Wait until the display recognizes the new input (this can take several seconds)
4. If the desired input does not appear, cycle back to the PC then select a different input and then power it on
5. Cycle back to the desired input using the controller

Student camera does not show up in Zoom call when activated from touch screen controller

1. If using the Qatar ballroom or Kendall Cram spaces, skip to step 4.
2. While a second camera is physically present in some high build spaces it may not be capable of being used as a camera device in the zoom call.
3. Depending on the build there may be a component missing that carries the second camera signal. This is intentional. See explanation notes.
4. See camera troubleshooting options in the Camera device section above.

1. Power cycle the monitor using the power button at the base of the monitor bezel
2. If the touch function is not back on after restarting the monitor contact AV support to reboot the USB hub in the lectern

1. Press Windows Key + ‘P’ (windows button key and the keyboard button for ‘P at the same time) to bring up the Windows display switcher
2. Select Extended Display
3. If needed, open the Display Settings (type Display Settings into the Windows search) to rearrange displays and detect primary and secondary displays to desired configuration

Power On or Off does not respond

1. Press the Power button two times in quick succession

Doc cam takes over as primary camera in Zoom

1. In Zoom select the carat on the Show Video button and select the primary camera device for the room (Vaddio Roboshot or Sony).

Microphone turns on and is used in Zoom call as the primary microphone

1. Open the Audio settings in Zoom by selecting the carat on the Mute My audio button
2. Select the Microphone option for ‘Same as System’
3. Open the Audio/Playback device selection menu from the system tray (speaker icon next to the clock on the taskbar)
4. Verify that the playback device is set to The Extron Scaler (or TesiraForte in temporary structure buildings)

Image is flipped orbackwards

1. Select the carat on the Start/Stop video button on Zoom
2. Select video settings
3. Under ‘My Video’ uncheck the setting for ‘Mirror my video’

Advanced share crashes Zoom

1. Power off the Doc Camera and then power it back on
2. Enter a Zoom call again
3. Enter the Advanced Share Doc Camera view again to confirm the document camera crashes zoom (zoom will become unresponsive and will not allow you to switch between display devices)
4. Contact Tulane AV Support and let them know the Document Camera is crashing Zoom and an InoGenie device is likely needed

Zooming in or out crashes camera and Zoom call

1. Power off the Doc Camera and then power it back on
2. Enter a Zoom call again
3. Enter the Advanced Share Doc Camera view again to confirm the document camera crashes zoom when zooming in and out (zoom will become unresponsive and will not allow you to switch between display devices)
4. Contact Tulane AV Support and let them know the Document Camera is crashing Zoom and an InoGenie device is likely needed

Document camera image displays horizontal lines, banding, flickering, or a fuzzy picture

1. Check all cable connections on the Doc Cam to verify they are seated properly and fully connected
2. Check the zoom in and zoom out functionality on the document camera in a Zoom call (using the advanced share function to select the document camera for display). If the document camera crashes a zoom call or becomes unresponsive see the notes above.
3. If the Zoom call does not crash when zooming in and out and the picture still displays lines, banding, flickering or fuzz contact Tulane AV Support for new cables

Bad cables could be present in any number of builds or it is also possible that cable seating can become dislodged as multiple users enter these spaces and interact with/move equipment.

The document cameras will become unresponsive or crash Zoom when they are part of a USB heavy build. The USB hubs become overloaded and the document camera cannot typically work or zoom in and out of images without crashing the Zoom call. Until the Doc Cam is hooked up to the PC using a different device, it should not be used in classroom instruction if it is crashing.

Microphone cannot be heard in Zoom call

1. Verify microphone is powered on and is displaying a green light (RevoLabs – top of the mic; Shure Lavalier – switch is On, light is next to the switch; Shure handheld – above the power button)
2. Click on the carat on the Mute My Audio button in the Zoom call.
3. 3. Verify the Microphone setting is for ‘same as system’
4. Open the Audio/Playback device selection menu from the system tray (speaker icon next to the clock on the taskbar)
5. Verify that the playback device is set to The Extron Scaler (or TesiraForte in temporary structure buildings)
6. If the issue persists and is exclusive to lavalier style Shure microphones or handheld Shure, check to make sure the channel setting has not been changed (adjust channels as needed to revert – check the correct channel setting against other working microphones to confirm channel)

Microphones should be placed back in their charging docks after each use to preserve battery life for other classes using the space throughout the day.

Not all microphones are immediately active and On after being pulled from their dock (though some such as the Shure handhelds usually are). Before touching any buttons on the microphone first wait for the microphone to recognize that it has been removed from the dock as it may turn on automatically. If a button press is required to power it into an active state, patiently wait for the green light to come on after pressing the button once.

Doublecheck the system audio playback device and the Zoom microphone and speaker settings to make sure they are aligned. Just because the system is set to a specific playback device does not mean Zoom automatically is set to the same device as well.

Pressing the button on the microphone doesn’t do the intended function

1. Verify microphone is powered on and is displaying a green light (RevoLabs – top of the mic; Shure Lavalier – switch is On, light is next to the switch; Shure handheld – above the power button)
2. Verify microphone is charged sufficiently and power lights either display green or red (no light indicates no power at all)

RevoLabs needs two button presses to power on

1. Remove the RevoLabs microphone from the charging dock
2. Verify microphone is powered on and is displaying a green light (top of the mic)
3. If the light is red press the power button once then wait at least 5 seconds

Not all microphones are immediately active and On after being pulled from their dock (though some such as the Shure handhelds typically are). Before touching any buttons on the microphone first wait for the microphone to recognize that it has been removed from the dock as it may turn on automatically. If a button press is required to power it into an active state, patiently wait for the green light to come on after pressing the button once. Press a second time if needed after allowing the device to process the first command.

I don’t want to clip this Shure lavalier mic to me or carry it around

1. Detach the microphone cable from the belt pack device
2. Speak near or into the belt pack unit to test audio
3. If audio without the microphone attachment is desirable place the belt pack on the lectern and remain within close proximity to the devic

The Shure lavalier style microphones in the temporary structures do not need a microphone attachment to work.

They are still capable of picking up and transmitting sound without the cable attachment. If the microphone attachment is removed it should be neatly coiled and placed near the charging dock for the microphones or in the lectern drawer.

There is too much feedback from a microphone

1. Verify the position of the microphone when it is in use relative to other microphones in the space (including the document camera and the overhead student microphones)
2. If feedback is causing high pitched humming in the Zoom call, mute the student microphones from the controller when they are not in use
3. Check the system/program audio on the controller (volume knob) and adjust as needed to prevent unnecessary feedback and echo

There are multiple microphones in the space that can create very dynamic play off of one another. Adjusting volume settings and muting unused microphones in the space can alleviate this issue.

Tulane AV support can make small adjustments in most spaces if needed.

Lapel microphone audio is too low for my Zoom callers

1. Instructors are encouraged to speak loudly and project into the microphones (speaking at a regular volume while wearing a cloth mask will not be likely not suffice for being audible for Zoom participants)
2. Offer paper masks and consult Tulane AV support for adjustments to microphone volume if needed

The RevoLabs and Shure Lavalier microphones are not as powerful as the handheld microphones. Cloth face coverings will decrease the sound being pushed into the microphone

Zoom participants say it sounds like an airplane is in the room when I unmute student microphones

1. Overhead student mics are working fine
2. 2. They will do this for a few seconds after coming online as they adjust to filter out the HVAC sound

The overhead student microphones filter out sound that is not meant to be transmitted in the call. Most of these microphone units are within one to two ceiling tiles of an HVAC vent. They will initially pick up the sound but they are smart enough to filter it out after a few seconds. However, each time they are muted they will pick up and transmit unwanted sound until the occlusion kicks in.

Discoloration in projector image

1. Power off the projector using the Display Off controller button
2. Check the screen after the projector power cycle shuts down to verify the screen is not the cause of the discoloration in the image
3. Power the projector back on (Display On)
4. Proceed with intended use and observe the image for five minutes
5. If the discoloration persists or worsens contact Tulane AV Support

During testing of the spaces there was projector discoloration that was observed in several spaces (small portions of the screen were purple or yellow). The issue was transient in the few cases where it was observed and typically was resolved either after power cycling or by waiting several minutes.

Projector is showing a blue screen

1. If the projector can be safely accessed press the input button on the device
2. Verify the controller input is set to PC
3. Cycle the inputs until the PC image appears
4. Similarly, if the controller has multiple inputs (such as Laptop or bluray) cycle the input button on the projector until the designated input on the controller appears on the screen

Projector displays message indicating the filter should be cleaned or it should have the bulb changed

1. Proceed with intended use of the projector but observe the notification and projector behavior for any visual issues
2. Open a ticket to indicate the message being displayed so service on the projector can be scheduled to prevent long term damage
3. If the message persists on screen and prevents use of the projector for class use, contact Tulane AV

This message appears on some projectors and typically goes away a few seconds after the projector powers on. Because most of the projectors are brand new, a projector displaying this message should be inspected by Tulane AV.

1. Verify the remote’s signal indicator lights up when buttons are pressed to confirm battery strength is adequate.
2. Walk remote closer to device to determine the location wherecommands are received consistently from the remote.
3. Verify device is powered on either by identifying the power on (a powered off device may not respond to all remote commands).
4. Use a remote of a similar style/manufacturer from an unused space or nearby room if it is available to rule out any issues specific to the remote that is not responsive.

Due to the nature of the spaces, equipment is not always consistently spaced out across each room. For this reason, remotes may not feel as responsive in one classroom as they would in another.

Due to the nature of the spaces, equipment is not always consistently spaced out across each room. For this reason, remotes may not feel as responsive in one classroom as they would in another.

Remote is missing or cannot be located

1. Check floors and desks throughout the classroom space for remotes
2. Also check the drawers of the lectern and any space inside of the lectern where remotes may be placed or could have fallen (between lectern racks and the walls of the lectern)
3. Check any surface (including chalkboard chalk trays or whiteboard marker trays and file cabinets or shelves) near or behind the lectern
4. Missing remotes should be replaced immediately by contacting Tulane AV for spare or additional remotes when they cannot be found

Batteries are no longer powering the remote

1. Verify the remote’s signal indicator lights up when buttons are pressed to confirm battery strength is adequate.
2. Walk remote closer to device to determine the location where commands are received consistently from the remote.
3. Verify device is powered on (a powered off device may not respond to all remote commands).
4. Use a remote of a similar style/manufacturer from an unused space or nearby room if it is available to rule out any issues specific to the remote that is not responsive.

Depending on usage and storage of remotes their batteries may lose strength faster than expected. In anticipation of issues with batteries Tulane IT has ordered a large supply so remote batteries can be replaced quickly.

Desktop Icons or taskbar icons are missing

1. Log in to the PC or have the instructor log in
2. Open the Command Prompt
3. Type: hostname
4. Copy the hostname and include the information on a service ticket indicating there are missing desktop or taskbar icons on the PC

Tulane IT will use the machine’s host name to identify any issues where group policy changes did not successfully take hold on a machine. A remote push can place the needed desktop icons and taskbar launch buttons on the desktop.

MS Office applications require activation

1. Log in to the PC or have the instructor log in
2. Open the Command Prompt
3. Type: hostname
4. Copy the hostname and include the information on a service ticket indicating there are missing desktop or taskbar icons on the PC

Instructor has a problem with using their laptop on Zoom

1. Have the instructor sign into the zoom call on the their laptop (instructor should stay signed into the call on the lectern PC through Canvas)
2. Make the laptop a co-host in the call
3. Another option is for instructors to send their laptop images to share.zoom.us

The laptop input switch in the lecterns and carts was only ever meant to be a way to share the content in the classroom, not across a Zoom call. The best course of action for using a laptop in a Zoom class is by making it a participant in the call with co-host capabilities.

Can’t hear remote students on Zoom

1. Open the Audio settings in Zoom by selecting the carat on the Mute My Audio button
2. Select the Microphone and Speakers option for ‘Same as System’
3. Open the Audio/Playback device selection menu from the system tray (speaker icon next to the clock on the taskbar)
4. Verify that the playback device is set to The Extron Scaler (or TesiraForte in temporary structure buildings)

Instructor can’t hear themself in room over speakers when talking into microphones

1. Check the volume level on the controller
2. Check the volume level on the PC (speaker icon in the system tray next to the clock/time)
3. Verify sound from other devices or from the Zoom call will come through the speakers in the room

Can’t hear YouTube videos over the speakers in the room or remote Zoom users cannot hear YouTube videos when they are shared

1. During the Zoom call start a screen share
2. When prompted to select a screen, check the box at the bottom of the window for ‘Share Computer Sound’
3. Choose the window where the YouTube video is queued
4. Begin video playback

In some spaces the audio from a video will playback automatically. This is not always the case and the screen share with PC audio typically can take care of the problem for users on both ends of the Zoom call.

Diboll Gallery (Commons)

To control this camera with the remote the user will need to be very close to the camera.

This is not an issue with the other camera but is instead the intended design of the space. The camera that does not work with the lectern controller was intended to be part of the original build in the space and was not integrated into the Summer 2020 room upgrades for the Fall covid-19 response

Cannot locate microphones

Microphones are located behind the wall panels on the far side of the room from the entrance.

The controller/touchscreen cannot be located

The touchscreen is located on the wall, not the lectern. When entering the space from the hallway near Stibbs and Rathskeller, look to the wall on the left side of the room.

Temporary Structures (Newcomb Quad buildings, Berger Family Lawn buildings, and Monroe Quad buildings)

Sound in these spaces is an ongoing issue

Blackouts and brownouts are an ongoing issue in these spaces

We are aware of the sound issues and facilities is working on dampening the sound. For now, we have done all we can with air conditioning and sound adjustments. Call the Service Desk if issues are found with equipment. Do not assume that a room that worked even a minute ago will be working now as the power issues can disrupt or damage equipment very quickly.

Woldenberg Art 208

No student mics are present making it difficult to facilitate hybrid classroom discussion with online participants.

Some of the hybrid spaces are not designed for classroom discussion but that does not mean ingenuity can not be implemented or that classroom discussion with online participants should not take place in these locations.

One solution for this space is to set the Document Camera as the primary microphone in the Zoom call (using the carat on the ‘Mute Audio’ button > Select the Epson document camera as the microphone). Then move the cart with the document camera into the center of the space. Take care to make sure cables do not get pulled into a position that may damage equipment or create tripping hazards for individuals in the classroom.

Return cart to its original location at the conclusion of the discussion/class.