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Troubleshooting StarLeaf

Managing
Last updated January 4, 2021

This section provides troubleshooting information for StarLeaf endpoints and the StarLeaf platform.

Choose an article from the Table of Contents on the right, or choose a topic below:

  • StarLeaf room system troubleshooter
  • StarLeaf app troubleshooter
  • H.323 endpoints troubleshooter
  • Identifying causes of packet loss in StarLeaf calls
  • Solving echo
  • Getting the best room system experience
  • Security scans against the StarLeaf platform
  • Why StarLeaf does not allow HTTPS inspection
  • Video conferencing and virtual desktops
  • Troubleshooting PT Mini and Phone 2120
  • Installing
    • StarLeaf desktop and mobile
      • Installing StarLeaf
      • Minimum requirements
      • Mass-deploying StarLeaf
      • Localization
      • Uninstalling StarLeaf
    • StarLeaf Room for Windows
      • StarLeaf Room for Windows
      • Recommended StarLeaf Room setups
    • StarLeaf Room for Poly
      • Installing StarLeaf Room for Poly
    • StarLeaf Huddle
      • Installing Huddle
      • Installing Huddle with Poly Studio
    • Pronto Cable USB
      • Installing Pronto Cable USB
      • Whitelisting Pronto
    • Getting the best room system experience
    • Cameras
      • Cameras for StarLeaf room systems
      • Installing the VHD-V61 camera
      • Installing the Sony SRG-120DH camera
    • Microphones
      • Microphone selection, placement, and setup
      • Microphone and phantom power specification
      • Pinout for StarLeaf Microphone cable
    • Cable information
      • How to extend camera cables
      • VISCA cable information
      • Maximum cable lengths for room systems
    • GT Mini 3330
      • How to install GT Mini
      • About the GT Mini codec
      • About the touchscreen controller
      • About the camera
      • Audio settings for GT Mini
      • Advanced settings for GT Mini
      • LED behavior for GT Mini
      • GT Mini dimensions and mounting
      • Installing GT Mini Wall Mount 0230
      • Using a smartboard with a GT Mini
      • Safety and Compliance: GT Mini 3330
    • Group Telepresence 3351
      • How to install Group Telepresence 3351
      • About the Group Telepresence 3351 codec
      • About the touchscreen controller
      • About the camera
      • Audio settings for Group Telepresence 3351
      • Advanced settings for Group Telepresence 3351
      • LED behavior for Group Telepresence 3351
      • Safety and Compliance: Group Telepresence 3351
    • H.323 endpoints
      • Adding H.323 endpoints to the Portal
      • Displaying the StarLeaf directory on H.323 endpoints
      • Configuring the Polycom Group 500 Series
      • Configuring the Polycom HDX Series
      • Configuring Lifesize Passport and Team
      • Configuring Lifesize Icon
      • Configuring the Cisco EX90
      • Configuring the Tandberg/Cisco MXP
      • Configuring the Cisco SX20 and C Series
      • Configuring the Avaya Scopia XT4000/XT5000
    • Pronto 210
      • Pronto 210 standalone installation
      • Pronto 210 room system installation
    • Yealink VP59
      • Provisioning Yealink VP59 with StarLeaf
    • Phone 2105
      • How to install Phone 2105
      • StarLeaf QuickConnect
      • Connecting to StarLeaf
      • Safety and Compliance: Phone 2105
    • Conference Phone 2220
      • Installing the Conference Phone 2220
      • Configuring the Conference Phone
      • Safety and Compliance: Conference Phone 2220
    • PT Mini 3020
      • How to install PT Mini
      • About the PT Mini codec
      • About the touchscreen controller
      • Safety and Compliance: Personal Telepresence Mini 3020
  • Using
    • Getting started with StarLeaf
    • Signing into StarLeaf
    • Messaging
      • Sending messages
      • Replying and forwarding
      • Creating a group
      • Managing groups
      • File sharing
      • Archiving a chat
      • Emojis
      • Chat wallpaper
      • Messaging securely
    • Joining a meeting
      • Joining from StarLeaf
      • Joining from a room system
      • Guest Join
      • Joining from a web browser
      • Joining using phone audio and browser video
      • Join scheduled Microsoft Teams meetings from StarLeaf rooms
      • Join scheduled StarLeaf meetings with Skype for Business
    • Scheduling a meeting
      • Scheduling for Office 365
      • Scheduling for Outlook Exchange Server
      • Scheduling for Google Calendar
      • Scheduling using StarLeaf
    • Meeting and calling
      • Making a call
      • Call controls
      • About meetings
      • Start a new meeting
      • Meeting controls: for desktop
      • Meeting controls: for mobile
      • Spotlight meetings
      • Audio and video settings
      • Blur or replace background
        • Blur your background
        • Replace your background
        • Virtual background requirements
      • Getting the best video experience
      • Global telephone dial-in numbers for StarLeaf meetings
    • Share your screen
    • Account and licenses
      • Edit profile
      • Profile pictures and Do not disturb
      • Tips and shortcuts
      • Creating favorites
      • Invite people
      • Using and securing voicemail
      • About permissions
      • About notifications
      • Host license types
      • Upgrade your StarLeaf account
    • Recording and streaming
      • StarLeaf recording
      • Scheduling a StarLeaf recording
      • Windows Game Mode recording
      • Mac QuickTime recording
      • Live streaming
      • Live streaming to external platform
    • Troubleshooting StarLeaf app
    • StarLeaf room systems
      • Which touchscreen do you have?
      • About the StarLeaf room experience
      • Joining a meeting
      • Screen sharing to a room
      • Meeting controls and features
      • Making a call
      • Call controls and features
      • Contacts
      • About meetings
      • StarLeaf for Poly: Use as accessory
      • StarLeaf Touch 2035/2036
        • About Touch 2035/2036
        • The home screen
        • Making a call
        • Using in-call features
        • About meetings
        • Joining a meeting
        • In-call conference control and icons
        • Inviting a guest
        • Contacts
        • Customizing your touchscreen
      • How to clean StarLeaf room systems
    • Meeting layouts
    • Click-to-Call
    • StarLeaf for Yealink VP59
    • H.323 endpoints
      • How to make a call from StarLeaf-registered H.323 endpoints
      • How to call between H.323 / SIP and StarLeaf endpoints
    • Skype for Business
    • Conference Phone 2220
    • PT Mini 3020
      • Using the StarLeaf Phone
      • The home screen
      • Making a call
      • Using in-call features
      • About conferencing
      • Joining a meeting
      • In-call conference control and icons
      • Inviting a guest
      • Contacts
      • Using voicemail
      • Customizing your phone
      • Using a headset with the StarLeaf Phone
    • Phone 2105
      • Introducing the phone
      • Making a call
      • Forwarding calls
      • Using in-call features
      • Contacts
      • Using voicemail
      • Using a headset with the StarLeaf Phone
      • Joining a meeting on the Phone 2105
  • Managing
    • StarLeaf releases
      • Beta Features
      • Winter 2021
      • Autumn 2021
      • Summer 2021
      • Spring 2021
      • Earlier releases
        • Autumn 2020
        • Summer 2020
        • Spring 2020
        • Winter 2019
        • StarLeaf 9.0
        • Cloud 8.8
        • Cloud 8.7
        • Cloud 8.6
        • Cloud 8.5
        • Cloud 8.4.1
        • Cloud 8.4
        • Cloud 8.3
        • Cloud 8.2
        • Cloud 8.1
        • Cloud 8.0
        • Cloud 7.3
        • Cloud 7.2
        • Cloud 7.1
        • Cloud 7.0
        • Cloud 6.0
        • Cloud 5.4
        • Cloud 5.3.1
        • Cloud 5.3
        • Cloud 5.2
        • Cloud 5.1.1
        • Cloud 5.1
        • Cloud 4.6
        • Cloud 4.4.2
        • Cloud 4.4
        • Cloud 4.3
        • Cloud 4.2
        • Cloud 4.1
        • Cloud 4.0
        • Cloud 3.5
        • Cloud 3.4
        • Cloud 3.3
        • Cloud 3.2
        • Cloud 3.1
        • Cloud 3.0
        • Cloud 2.4
      • Scheduler for Outlook Exchange Releases
    • Conferencing and recording for admins
      • Meeting and scheduling: Portal settings
      • Recording and streaming permissions
      • Customizing invite templates
      • Live streaming requirements
      • Click-to-join
    • Firewall and bandwidth
      • Pre-installation checklist: Will StarLeaf work with my network?
      • Firewall configuration overview
      • Firewall configuration for StarLeaf endpoints
      • Firewall configuration for Skype for Business/Lync
      • Firewall configuration for H.323 endpoints registered to StarLeaf
      • Firewall configuration for calling from H.323 endpoints to StarLeaf
      • Proxies and video conferencing
      • Video bandwidths and resolutions used by StarLeaf
      • NAT timeouts
      • Disabling ALGs
      • Sophos SG 210 firewall configuration
      • Sophos UTM v9 firewall configuration
      • WatchGuard XTM2 firewall configuration
    • StarLeaf Admin Portal
      • Log in to your Portal account
      • About your Admin Portal
      • Edit your own profile
      • Edit your organization’s account
      • Create a user account
      • View user status
      • View room system status
      • Delete or disable a user
      • Manage host licenses
      • Billing
      • Deprovision a StarLeaf room system
      • Localization of StarLeaf endpoints, apps, and Portal
    • StarLeaf advanced
      • StarLeaf video addresses
      • Hunt groups
      • Directory entries
      • Sites
      • Branding
      • About StarLeaf app
      • Authentication and the StarLeaf app
      • About StarLeaf invites
      • Click-to-Call
      • Screenshots from a StarLeaf room system
      • Strong password support
    • StarLeaf platform and traffic routing
      • Registration to the StarLeaf platform
      • Point-to-point calling within StarLeaf
      • Point-to-point calling between organizations
      • Calling from a StarLeaf endpoint to the public telephone network (PSTN)
      • Multipoint conferencing
      • Requirements for direct media between StarLeaf endpoints
      • How to specify a particular protocol for a call
      • Configuring a static IP address on a StarLeaf hardware endpoint
      • Protocols and codecs supported by StarLeaf
      • Tunneling protocols
      • Quality of Service with StarLeaf
      • StarLeaf email delivery
    • Interoperability information
    • StarLeaf Reseller Portal
      • About the reseller landing page
      • Edit your reseller settings
      • About your reseller account
      • Edit customer directory
      • About branding for StarLeaf resellers
      • Create or remove a customer
    • Monitoring StarLeaf
      • Monitoring an organization
      • Call Detail Record (CDR) analysis
      • Call statistics
      • Email notifications
    • Troubleshooting StarLeaf
      • StarLeaf room system troubleshooter
      • StarLeaf app troubleshooter
      • H.323 troubleshooter
      • Identifying causes of packet loss in StarLeaf calls
      • Solving echo
      • Security scans against the StarLeaf platform
      • Why StarLeaf does not allow HTTPS inspection
      • Video conferencing and virtual desktops
      • PT Mini and Phone 2120 troubleshooter
  • Integrating
    • Green buttons for third-party meetings
    • Microsoft
      • StarLeaf for Microsoft Teams
      • Bluejeans Gateway for Microsoft Teams
      • Scheduler for Outlook Exchange
      • Scheduler for Office 365
      • MultiJoin for Microsoft Teams
      • MS Exchange room booking and StarLeaf
      • Azure Active Directory
      • Skype for Business
        • How to use StarLeaf with Skype for Business Server 2015
        • How to use StarLeaf with Lync Server 2013
        • How to use StarLeaf with a Microsoft AVMCU
        • Troubleshooting Skype for Business integration
    • VoiceConnect (PSTN)
      • About VoiceConnect PSTN SIP trunks
      • Portal configuration for VoiceConnect PSTN SIP trunks
      • PSTN SIP authentication
      • Custom SIP trunk configuration
    • Cloud API
      • Using the StarLeaf Cloud API
      • Authentication using authentication header method
      • User-level requests
      • Org admin-level requests
      • Reseller-level requests
      • Request objects
      • Response objects
      • Time Zone
    • Cloud Endpoint Control API
      • Introduction to endpoint control
      • Connecting
      • Responses
      • Actions
      • State
      • Contacts
      • Serial connection
      • Parameters
      • Example Python script
      • Using the StarLeaf Endpoint Control API with AMX, Extron, and Crestron
    • Browser Click-to-Call links
    • StarLeaf links
    • Zapier
    • Poly Join button
    • Slack
    • Synergy SKY Meeting Server
    • Okta
    • OneLogin
    • Locales
  • Download PDFs
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