This troubleshooter provides you with guidance in addressing some of the more common problems when connecting StarLeaf devices to the StarLeaf platform.

This topic addresses issues for:

StarLeaf room and desktop systems

In this section:

The StarLeaf touchscreen controller is not powered

Applies to: PT Mini Group Telepresence StarLeaf app

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

If the touchscreen controller does not power up when you connect the network, then it is not receiving PoE and you need to use the AC/DC adaptor. The touchscreen controller attached to a Group Telepresence codec receives power from the codec; an AC/DC power adaptor must not be used. 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

Applies to: PT Mini Group Telepresence StarLeaf app

If you power a touchscreen controller and you 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.

The touchscreen controller is working but PT Mini video is not

Applies to: PT Mini Group Telepresence StarLeaf app

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

Not receiving any video on a StarLeaf system

Applies to: PT Mini Group Telepresence StarLeaf app

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

Applies to: PT Mini Group Telepresence StarLeaf app

Press the recent calls button. If you cannot see the video from your local camera:

  • 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

I cannot see my PC screen on the video monitor

Applies to: PT Mini Group Telepresence StarLeaf app

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:

Resetting a StarLeaf system

Applies to: PT Mini Group Telepresence StarLeaf app

To reset a StarLeaf hardware endpoint to factory default settings:

  1. 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.
  2. Open the Hardware endpoint dropdown menu and select –NONE– from the Type dropdown.
  3. Click Apply.

All products registered to StarLeaf

In this section:

Applies to: PT Mini Group Telepresence StarLeaf app

Problems with video quality (hardware endpoints)

Video quality is dependent on the bandwidth available between you and the person who you are calling. The display of a StarLeaf phone or 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
  • PT Mini 3020: double tap the Home button and go to Networking

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.

Problems with video quality (StarLeaf app)

Video problems with StarLeaf app may indicate:

  • Insufficient bandwidth
  • Wrong camera selected
  • Insufficient computer capability
  • Out of date graphics drivers
  • Poor lighting
Insufficient bandwidth

If you have poor internet connection, this can affect your available bandwidth. While in a call, a notification appears at the top of your call window:

StarLeaf app tests your bandwidth and scales video quality according to the results. If you are using StarLeaf app, and there is no video when you make a call, re-test the bandwidth. In some cases, you may have had temporary network issues when you first started StarLeaf app that make it seem (incorrectly) that you do not have sufficient bandwidth for video calls. Retesting the bandwidth in these cases solves this issue.

For more information about bandwidths and resolutions used by the StarLeaf platform, refer to Video bandwidths and resolutions used by StarLeaf.

To re-test bandwidth:

  1. Go to the Account tab on your StarLeaf app.
  2. Select Speed test:

  3. Select Run speed test.

Speed test result Description
<152 kbps Bandwidth is too low for video. Only audio calls are possible
<256 kbps Bandwidth is too low for simultaneous video and content sharing. Only audio plus low-quality video or audio plus content sharing is possible
<768 kbps Bandwidth is too low for HD video. Only audio plus lower quality video and content sharing
<1168 kbps Bandwidth is too low for HD video. Only audio plus lower quality video and content sharing
<2.1 Mbps Bandwidth is good enough for audio and HD video
>= 2.1 Mbps Bandwidth is good enough for simultaneous HD video and content sharing. This only applies to room systems

Packet loss could also be an explanation for bad video quality: Identifying causes of packet loss in StarLeaf calls.

Wrong camera selected

If the person you are calling cannot see you, it is possible that StarLeaf app is attempting to use the wrong camera. To select a different camera:

  1. Click on AV settings in the top toolbar of the call window:

  2. Select any of the cameras available on your computer. You can see the view that the selected camera currently has. You can also mute the video – so that you can make a video call where you cannot be seen.
Insufficient computer capability

Make sure your device meets the Minimum requirements to run StarLeaf app.

Also make sure that your device’s graphics drivers are up to date. Consult your device’s documentation for further details.

Out of date graphics drivers

If StarLeaf does not recognize your camera, or gives a blank image, this may be a driver or camera issue. Ensure that you have the latest camera drivers from your camera’s manufacturer, and also your device’s latest display drivers as it may be that the video is captured but not displayed correctly. Check whether other apps on your device are able to detect the camera .

If the issue persists and you have confirmed that it works with other apps then contact technical support.

Poor lighting

Lighting can be an important factor for people being able to see you during a call or meeting. Sit with a light source either in front of, or directly above you.

Do not sit with a window or light source behind you, as this makes your video dark for other participants:

Call “failed” or “unavailable”

Dialing a number that StarLeaf considers to be unroutable (for example, to an extension that does not exist), causes your endpoint or StarLeaf app’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.

Error messages and warnings

If the touchscreen controller or StarLeaf app displays a blue screen, this indicates that it has not registered with the StarLeaf platform. The touchscreen controller also displays a message. For example, in the image below, the touchscreen controller is downloading firmware:

  • 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
  • No link detected on NET port: The endpoint 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: ), and not the PC port on the rear of the touchscreen controller. Go to How to install PT Mini to ensure you have correctly installed the PT Mini
    • For Group Telepresence, ensure the network cable is connected to the network connector on the Group Telepresence codec and that the network port on the rear of the touchscreen controller is connected to the StarLeaf Phone port on the Group Telepresence codec. Go to to ensure you have correctly installed Group Telepresence endpoint
    • For StarLeaf app, make sure the device on which it is running has a network connection
  • Waiting for DHCP: If you see this message for 20 seconds on the touchscreen controller , 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
  • Failed to resolve provisioning server: The endpoint is unable to establish a network connection to 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?
    • Has the touchscreen controller been configured with correct network settings? Go to your endpoint’s settings and check that they are correct. To determine the correct settings, refer to your StarLeaf provisioning document or contact StarLeaf technical support
    • Has the touchscreen controller obtained an IP address by DHCP or has it been configured with an incorrect static IP address?
  • Starting…’ : If the display stays on the ‘starting’ message for an extended period of time, this means that the touchscreen controller or StarLeaf app has reached the StarLeaf provisioning server, but is unable to make a tunnel connection to the server 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 is not allowing outbound network connections to any of the range of ports that it tries on the server. For more information, refer to the Firewall configuration overview.

If your error message was not in the above list, go to StarLeaf error and system messages for additional results.

My H.323 endpoint cannot connect to the Cloud

If your StarLeaf registered H.323 endpoint cannot connect to the StarLeaf platform, follow the steps below to troubleshoot:

  • Ensure you have followed the instructions in How to add an H.323 endpoint to the Portal and any additional steps for configuring your endpoint
  • Check that H.460 is enabled on your endpoint. Try disabling and re-enabling the setting
  • Turn off any static NAT configuration on your endpoint
  • Check that your endpoint can register to a gatekeeper other than StarLeaf, such as mcu.starleaf.com. If it cannot register there, check your company’s firewall.
  • Ensure your firewall is not altering H.323 messages, for instance by changing NATed addresses.
  • If possible, try putting your endpoint on a public address and registering from there.