PT Mini and Phone 2120 troubleshooter
Managing Troubleshooting StarLeafLast updated January 19, 2021
This troubleshooter provides solutions to common problems that can occur when using a StarLeaf PT Mini video phone.
Select an issue below to find out more:
- The StarLeaf touchscreen controller is not powered
- QuickConnect screen
- Not receiving any video on my StarLeaf system
- People I call from my PT Mini cannot see my video
- I cannot see my PC screen on the video monitor
- Problems with video quality
- Error messages and warnings
- Resetting a StarLeaf system
The StarLeaf touchscreen controller attached to StarLeaf PT Mini can receive power in one of two ways:
- AC/DC adaptor: The Phone 2120 and the Touch 2020 can be powered using an AC/DC power adaptor connected to the mains power supply. The AC/DC adaptor is available from StarLeaf, part number 712-00010. Connect the adaptor to the DC +48V port on the touchscreen controller (this is the round socket on the back panel) and then connect the adaptor to the mains power supply using the power cable supplied with the adaptor
- Power over Ethernet (PoE) network connection: If the network provides a Power over Ethernet connection, the touchscreen controller does not require the AC/DC adaptor. If the touchscreen controller is to use PoE, check that the cable plugged into the network port on the rear of the touchscreen controller (labeled with this symbol: ) is connected to a PoE switch port
Any further problems with powering a touchscreen controller may indicate a hardware problem. In this case, contact your reseller or StarLeaf technical support.
If you power a touchscreen controller and see the QuickConnect screen, you must enter a QuickConnect code:
StarLeaf creates a unique QuickConnect code for every StarLeaf hardware endpoint user and Group Telepresence endpoint. You cannot have a QuickConnect code until you have provisioned this user through the StarLeaf Portal. The QuickConnect code is displayed on the user or room system’s page in the StarLeaf Portal, and in a user’s email. If you are a user and you haven’t received an email, then contact your IT administrator, or the reseller of your StarLeaf system.
If your screen is not showing any video from the StarLeaf endpoint:
- Check the screen or projector is capable of 1080p resolution. If it is only 720p capable, please contact StarLeaf support
- Check your cable’s connection to the screen
- Ensure there is nothing between the StarLeaf endpoint and the screen. Remove any splitters or control devices
- Check that the screen can accept digital inputs, and that you are not converting to VGA
- If you are using an adaptor (to or from HDMI), try using a screen that you can plug into directly
- Try using a different screen
- Check that the screen can display video from another source
If your screen is showing your local video but does not show video on a call:
- Check that the person calling you can see their local video and has not pressed video mute
- Check that the person calling you can send video to other users. If not, then the problem is on their system and they should follow troubleshooting guidance
- Check the statistics for the call to see whether you are receiving any packets: Identifying causes of packet loss in StarLeaf calls
If the PT Mini is correctly installed, you can see a self-view video whenever you press the speakerphone button on the Phone or Touch. If this is not the case, look at the icons at the top-left corner of the touchscreen controller’s screen; you can see a PT Mini icon .
- If the PT Mini icon is not there, check that the StarLeaf-supplied USB cable is correctly connected between the touchscreen controller and the PT Mini. After connecting the USB cable, allow 30 seconds for the system to connect (the PT Mini may upgrade its firmware and reboot)
- If the PT Mini icon is displayed on the touchscreen controller and you see self view when you press the speakerphone button, but you do not receive video in a call, this could be because the person at the other end of the call is not video-enabled. Furthermore, if there is insufficient bandwidth to make a video call between you and the other party, your PT Mini places the call as an audio-only call. In that case, the problem could be at either end. If you are not receiving remote video on a call to somebody from whom you normally receive video, contact your reseller or StarLeaf technical support
The PT Mini ships with a variety of DVI cables to enable connection to most PCs. If you have connected your PC to your PT Mini and enabled the PC to send video to the system, you should see PC content on the video monitor. Additionally, the touchscreen controller displays a laptop icon in the top-left of the phone’s display. If you do not see this, then either the PC has not been correctly connected to the monitor, or it is not sending content to it.
Most modern PCs automatically detect when an extra monitor has been connected, and sends video to it. However some, especially laptops, may require extra key presses or video configuration to send output to the extra monitor.
Your touchscreen controller display tells you if your PC is asleep with a icon in the top-left of the screen:
Video quality is dependent on the bandwidth available between you and the person who you are calling. The display of a StarLeaf phone reports if there is insufficient bandwidth for full quality video calls.
StarLeaf measures the speed of your internet connection to determine the best resolution to use. To check the internet connection of your PT Mini:
- Double tap the Home button.
- Select Networking.
The default maximum bandwidth for your endpoint can be overridden by your StarLeaf administrator for an individual site or room. If you find the upload or download speed is less than the max value set by your StarLeaf administrator, then this implies your internet connection speed is limited and you should contact your network administrator.
Packet loss can also be an explanation for poor video quality. For information on packet loss, go to Identifying causes of packet loss in StarLeaf calls.
|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 platform. Check your firewall NAT settings to ensure your StarLeaf endpoint can successfully connect to StarLeaf.|
|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:
|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 (email@example.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|
To reset a StarLeaf hardware endpoint to factory default settings:
- Go to the Edit user or Edit room system page in your Admin Portal for the user of the endpoint or room system which you want to reset.
- Open the Hardware endpoint dropdown menu and select –NONE– from the Type dropdown.
- Click Apply.