The table below provides a list of error and system messages that you might see on a StarLeaf touchscreen controller, Breeze, or the Phone 2105. If you see a message that is not listed below, contact your reseller for assistance.

Touchscreen controller

Error Message Description
Configuration error (duplex mismatch) This indicates a network issue. The StarLeaf device is connected to a port on a network switch. For the best results, configure that switch port to auto-negotiate speed and duplex. If this is not an option, on the touchscreen controller go to settings > networking > network port speed and match that to your switch port setting
Downloading firmware: x% The StarLeaf endpoint is downloading a new firmware image. The end user must wait until this has finished. The endpoint automatically reboots itself and then re-registers to the Cloud. Depending on the speed of the end user’s Internet connection, it could take several minutes for the endpoint to complete the firmware download
Duplicate IP address detected Another device on the network is already using the IP address that has been assigned (probably statically) to the touchscreen controller. You need to refer to the local network administrator to solve this problem. Note that if there is a contactable DHCP server on the network, it is preferable for the touchscreen controller to obtain IP configuration information using DHCP; if there is a contactable DHCP server on the network, then on the touchscreen controller go to settings > networking and set DHCP to on
Error connecting to GT

The touchscreen controller is unable to connect to the Group Telepresence endpoint. Usually, this is caused by trying to connect a touchscreen controller that has already been configured as something else in the StarLeaf Portal. For example, if this particular touchscreen controller is configured as a PT Mini in the Portal, you see this message if you connect it to a Group Telepresence endpoint.

To solve this issue, you must delete the User record for the wrongly configured system and create a new Meeting Room record in the Portal for the Group Telepresence endpoint

Failed to connect to Group Telepresence

The network connection to the Group Telepresence unit has gone away. Check there is still a network cable attached, and whether the port has lights on it. Contact your local network administrator for further assistance.

If you see this immediately after restarting a Group Telepresence endpoint, it is because the touchscreen controller started up before the GT. This is not a problem

Failed to create STBC tunnel The StarLeaf endpoint is unable to connect to the StarLeaf Cloud. Check your firewall NAT settings to ensure your StarLeaf endpoint can successfully connect to the StarLeaf Cloud
Failed to obtain DHCP lease By default, the touchscreen controller obtains IP configuration information using DHCP; if there is no contactable DHCP server on the network, this message displays. In this case, you can consider statically assigning IP information to the touchscreen controller, with the help of the local network administrator
Failed to resolve provisioning server

The touchscreen controller is unable to contact the StarLeaf server at config.starleaf.com. Use this checklist to identify the problem:

  • Is there an Internet connection or firewall problem at the end user’s location? For more information, refer to Firewall configuration for StarLeaf endpoints
  • Has the touchscreen controller been configured with correct network settings? Go to settings on the touchscreen controller to check (double-press the home key)
  • Has the touchscreen controller obtained an IP address by DHCP or has it been configured with an incorrect static IP address?
Firmware download failed… Your endpoint firmware download has timed out. Please try again from a connection with greater than 128Kbit/s download speed. If you have the required download speed and you still see this message, contact StarLeaf technical support (support@starleaf.com)
No link detected on NET port

The touchscreen controller is not physically connected to the network.

  • For PT Mini, ensure the network cable is connected to the network port on the rear of the touchscreen controller (labeled with this symbol: ). Make sure you have not connected the network cable to the PC port on the rear of the touchscreen controller. Use the installation guide to ensure you have correctly installed the endpoint
  • For Group Telepresence endpoints, ensure the network cable is connected to the Network connector on the GT codec and that the network port on the rear of the touchscreen controller is connected to the StarLeaf Phone port on the GT codec. Use the installation guide to ensure you have correctly installed the Group Telepresence endpoint
PBX is busy. Delaying firmware upgrade You might notice this message immediately after scheduled maintenance on the StarLeaf service. This happens because many endpoints are reconnecting at the same time. This quickly resolves itself
please enter your QuickConnect code Enter the 12 digit QuickConnect code found on the StarLeaf Portal. If you do not have Portal access, contact your sales representative
Provisioning request failed (connect failed) The touchscreen controller is unable to contact the StarLeaf server at config.starleaf.com due to the local network having no public Internet access
Provisioning request failed (Connection refused) Your local firewall is blocking the connection to config.starleaf.com. You need to refer to the local network administrator to solve this problem
‘Starting…’ If the display stays on the ‘starting’ message for an extended period of time, this means that the touchscreen controller has reached the StarLeaf provisioning server, but is unable to make a tunnel connection to the server in the Cloud that hosts your organization. This server is identified by the host name <your_org_name>.call.sl. The most common cause for this message occurring is that there is a firewall that does not allow outbound network connections to any of the range of ports that it tries on the server. For more information about those ports, refer to Firewall configuration overview
video quality is reduced due to a slow internet connection Your touchscreen controller is reporting that you are not able to make high quality video calls due to your slow Internet connection. StarLeaf recommends download and upload speeds of 1.0Mbit/s for High Definition video conferencing. Refer to Cloud troubleshooter for more information. If you think you have a good Internet connection, re-run the speed test by pressing the re-try speed test next to this message
Waiting for DHCP If you see this message for 20 seconds on the touchscreen, and then the message “Failed to obtain DHCP lease” this means that the endpoint has failed to obtain network configuration settings from the local network. In this case, you need to contact the local network administrator
your internet connection is too slow for PC sharing Your Internet connection upload speed test result is less than 384kbit/s, which is the minimum speed for PC sharing. For more information refer to Video bandwidths and resolutions used by StarLeaf Cloud. If you think you have a good Internet connection, re-run the speed test. To do so, go to settings > general > connection speed test > retry
your internet connection is too slow for video calling Your Internet connection upload and/or download speed test result is 64kbit/s or less. Therefore your calls are limited to audio only. For more information refer to Video bandwidths and resolutions used by StarLeaf Cloud. If you think you have a good Internet connection, re-run the speed test by pressing the retry speed test button

Breeze

Error Message Description
Connection to StarLeaf Call failed Breeze can connect to config.starleaf.com but cannot connect to its Cloud node. Check that your network can correctly route to <org>.call.sl, see Firewall configuration for StarLeaf endpoints for more information. Also check the StarLeaf Service Status Page

Failed to verify email or password (invalid response)

Failed to resolve config server

Failed to resolve login server

Failed to contact login server

Email address and password are correct, but Breeze cannot reach config.starleaf.com. Check with your network administrator that you have a connection to config.starleaf.com, and also refer to Firewall configuration for StarLeaf endpoints
HTTP request failed (Connect failed) The tunnel to the StarLeaf Cloud has connected, but our TCP connect down the tunnel is receiving no reply. This may be due to a very fast (under 4 second) NAT timeout. Contact your network team for assistance
incorrect email or password You have entered your email address or password incorrectly. Please contact your StarLeaf organization administrator for assistance
No link detected on NET port

Breeze is not physically connected to the network. Make sure the device on which it is running has a network connection

Provisioning request failed (connect failed) The Breeze client is unable to contact the StarLeaf server at config.starleaf.com due to the local network having no public Internet access
‘Starting…’ If the display stays on the ‘starting’ message for an extended period of time, this means that Breeze has reached the StarLeaf provisioning server, but is unable to make a tunnel connection to the server in the Cloud that hosts your organization. This server is identified by the host name <your_org_name>.call.sl. The most common cause for this message occurring is that there is a firewall that does not allow outbound network connections to any of the range of ports that it tries on the server. For more information about those ports, refer to the Firewall configuration overview
video quality is low due to a slow internet connection Breeze is reporting that you are not able to make high quality video calls due to your slow Internet connection. StarLeaf recommends download and upload speeds of 1.0 Mbit/s for High Definition video conferencing. Refer to Cloud troubleshooter. If you think you have a good Internet connection, re-run the speed test by clicking the leaf icon in the bottom-left of Breeze
your computer is not fast enough to support desktop sharing Breeze assesses the power of the computer’s CPU. If it is not powerful enough, desktop sharing is not possible. We recommend a minimum spec for a computer running Breeze
your computer is not fast enough to support video calling Breeze assesses the power of the computer’s CPU. If it is not powerful enough, video calling is not possible. We recommend a minimum spec for a computer running Breeze. For more information about this, refer to Breeze information about computer capability
your internet connection is too slow for video calling Your Internet connection upload and/or download speed test result is 64kbit/s or less. Therefore your calls are limited to audio only. For more information refer to Video bandwidths and resolutions used by StarLeaf Cloud. If you think you have a good Internet connection, re-run the speed test by clicking the leaf icon in the bottom-left of Breeze

Phone

Error Message Description
Configuration error (duplex mismatch) This indicates a network issue. The StarLeaf device is connected to a port on a network switch. For the best results, configure that switch port to auto-negotiate speed and duplex. If this is not an option, match the network port speed to your switch port setting
Duplicate IP address detected Another device on the network is already using the IP address that has been assigned (probably statically) to the Phone. You need to refer to the local network administrator to solve this problem.
Failed to create STBC tunnel The StarLeaf endpoint is unable to connect to the StarLeaf Cloud. Check your firewall NAT settings to ensure your StarLeaf endpoint can successfully connect to the StarLeaf Cloud
Failed to obtain DHCP lease By default, the Phone obtains IP configuration information using DHCP; if there is no contactable DHCP server on the network, this message displays. In this case, you can consider statically assigning IP information to the Phone, with the help of the local network administrator
Failed to resolve provisioning server

The Phone is unable to contact the StarLeaf server at config.starleaf.com. Use this checklist to identify the problem:

  • Is there an Internet connection or firewall problem at the end user’s location? For more information, refer to Firewall configuration for StarLeaf endpoints
  • Has the Phone been configured with correct network settings?
  • Has the Phone obtained an IP address by DHCP or has it been configured with an incorrect static IP address?
Firmware download failed… Your endpoint firmware download has timed out. Please try again from a connection with greater than 128Kbit/s download speed. If you have the required download speed and you still see this message, contact StarLeaf technical support (support@starleaf.com)
No link detected on NET port

The Phone is not physically connected to the network. Ensure the network cable is connected to the network port on the rear of the touchscreen controller (labeled with this symbol: ). Use the installation guide to ensure you have correctly installed the endpoint

Provisioning request failed… The Phone is unable to contact the StarLeaf server at config.starleaf.com. This could be due to the local network having no public Internet access or the local firewall is blocking the connection to config.starleaf.com. You need to refer to the local network administrator to solve this problem
Waiting for DHCP If you see this message for 20 seconds on the Phone, and then the message “Failed to obtain DHCP lease” this means that the Phone has failed to obtain network configuration settings from the local network. In this case, you need to contact the local network administrator

Normal restart messages

When you restart either a StarLeaf hardware endpoint or StarLeaf Breeze you see a number of messages displayed. These messages give you information about the progress of the restart and indicates if there is a problem. Where there are no problems, the messages are:

  • Configuring network…(not on Breeze)
  • Waiting for DHCP (on the Phone/Touch but not on statically configured Phones, and not on Breeze)
  • Starting
  • running connection speed test (upload)
  • running connection speed test (download)