StarLeaf room system troubleshooter
Managing Troubleshooting StarLeaf
Last updated August 28, 2020This troubleshooter provides solutions to common problems that can occur when using a StarLeaf room system. This topic covers the following room systems using either Touch 2045, or Touch 2035/36 controllers:
- GT Mini 3330
- GT Mini 3351
- StarLeaf Huddle
Select an issue below to find out more:
- The StarLeaf touchscreen controller is not powered
- QuickConnect screen
- Call failed or ‘unavailable’
- Not receiving any video on a StarLeaf system
- People I call from a StarLeaf system cannot see my video
- Problems with video quality
- Error messages and warnings
- Resetting a StarLeaf system
The StarLeaf touchscreen controller is not powered
StarLeaf touchscreen controllers are powered by a Power over Ethernet (PoE) network connection. 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.
QuickConnect screen
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.
Call failed or ‘unavailable’
Dialing a number that StarLeaf considers to be unroutable (for example, to an extension that does not exist), causes your room system’s call window to appear ‘failed’ or ‘unavailable’.
Check that the number you are trying to dial is correct.
For calling people outside of your organization, you might need to use a prefix when dialing. For example, you may be told to dial 9 for an outside line.
Connection from your StarLeaf endpoints to the public telephone network is an optional extra. For more information, contact your StarLeaf representative.
If you think there is a problem with the routing of your calls, contact StarLeaf technical support.
Not receiving any video on a 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
People I call from a StarLeaf system cannot see my video
Press the recent calls button. If you cannot see the video from your local camera:
- For room systems using a Touch 2035/36 controller, check for the hardware icon (for example,
) in the top-left corner of the window. This indicates whether the StarLeaf-supplied USB cable is plugged in correctly - Check the camera’s connection to the endpoint. If you have a spare camera, try a different camera and a different camera cable
- Restart the endpoint if you have swapped from a USB camera to a PTZ camera
- If you are using a PTZ camera:
- check that the settings dial is set to 7
- unplug and replug the VISCA cable, or try another cable if you have a spare
- plug the camera directly into a television to check whether it displays video
- If you are using a USB camera:
- plug the USB camera into a PC to check whether it displays video
- check that you are using a Logitech C920, C922, or C930 camera. No other USB cameras are currently supported
If you can see your local video but people cannot see your video when you call them:
- Check that the video mute button is not pressed
- Check your speed test result. If your speed is below 128kbps then no video is sent
- 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 call statistics to see if you are experiencing packet loss: Identifying causes of packet loss in StarLeaf calls
Problems with video quality
Video quality is dependent on the bandwidth available between you and the person who you are calling. The display of a StarLeaf touchscreen controller reports if there is insufficient bandwidth for full quality video calls:
StarLeaf room systems measure the speed of your internet connection to determine the best resolution to use. To check your room system’s connection from the touchscreen controller:
- Touch 2035/2036: double tap the Home button and go to General
- Touch 2045: double tap the Home button and go to Network
The default maximum bandwidth on room systems is 2.5mbps, however this 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.
If you see a message like the one above, retry the bandwidth test, as the network may have had a temporary connection problem. If you continue to have bandwidth issues, contact StarLeaf technical support for advice.
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.
Error messages and warnings
| 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 endpoint is downloading a new firmware image. Depending on the speed of your internet connection, it could take several minutes for the endpoint to complete the firmware download. The endpoint automatically reboots itself and then re-registers to the StarLeaf platform |
| 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 room system. 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 room system. 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 endpoint. |
| Failed to connect to Group Telepresence SL75000004 |
The network connection to the endpoint has gone away. Check there is still a network cable attached to the codec, and whether the port has lights on it. Contact your local network administrator for further assistance. If you see this immediately after restarting a StarLeaf room system, 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 platform. Check your firewall NAT settings to ensure your StarLeaf endpoint can successfully connect to the StarLeaf platform |
| Failed to obtain DHCP lease SL75000008 |
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 SL75000011 |
The touchscreen controller 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 (support@starleaf.com) |
| No link detected on NET port SL75000010 |
The touchscreen controller is not physically connected to the network.
|
| 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 StarLeaf 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 Problems with video quality for more information. If you think you have a good Internet connection, re-run the speed test by pressing the retry 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. 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. If you think you have a good Internet connection, re-run the speed test by pressing the retry speed test button |
Resetting a StarLeaf system
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.