Classroom Technology: Audio/Video Troubleshooting Steps

Summary

Most classroom issues can be resolved quickly and efficiently if you have the tools. Here are the most common smart classroom A/V issues, and how you can begin troubleshooting to get back up and running as quickly as possible.

Before You Start

  • There is a more comprehensive paper document in each classroom and meeting room for troubleshooting on the spot. This is just a guide on the most common documented issues, and the quick fixes involved.
  • If you do not wish to troubleshoot issues yourself or are hesitant to touch the equipment more than necessary, that is okay! Put in a ticket (also linked in the button on the top right) and we'll do the rest.

Steps 

  1. Crestron Touchscreen Issues
    1. The Crestron touchscreens are simply digital remotes, so the risk is relatively low. If it’s not working, pick it up and turn it over.
    2. There is only one cord plugged into the touchscreen. Press down on the tab at the base of the cord and remove. Wait a few seconds, and then plug the cord back in. The Crestron should reboot, and once you see the room number on the Crestron screen, it is reconnected.
    3. If it is still not working, put in a HelpDesk ticket and use alternate remotes if available.
       
  2. Display Issues
    1. If you are using the Crestron touchscreen, the “Local PC” or “Laptop” buttons should automatically turn on the screen. If not, see Crestron section for troubleshooting.
    2. If using the Extron system (gray box with buttons to press) inside the desk, you’ll need to use a provided remote to power on the display and try the different numbered buttons to see if any of the inputs will work.
    3. If you are seeing the computer's desktop with no content, try clicking and dragging the window with your desired content all the way to the right and left, past the edge of the monitor(s) on the desk. If you are seeing any variation of “No Input/Display” turn the system off and back on again. If there is no change, put in a HelpDesk ticket and we’ll be up as soon as possible.
    4. In these cases with no success troubleshooting, you can always work with your area’s secretary to move to a different room, so that class is interrupted as little as possible.
       
  3. Camera/Microphone Issues
    1. Check your camera and microphone settings to ensure you are connected to the appropriate camera and microphone. Most classroom cameras are “Logi PTZ PRO 2”, and microphones are “TesiraForte BiAmp”.
    2. Check the Crestron panel to see if your microphones are muted, and use the lapel mics provided for clear and even sound quality. If the “Mute” slider on the lapel mic pack is blinking, then you are muted. A solid green light is unmuted.
    3. If you are unable to control cameras through the touchscreen or the PC’s Logitech Camera app, or if you are still unable to hear or output audio, put in a HelpDesk ticket.
       
  4. Sound Issues
    1. On the bottom right of the computer screen, click the speaker icon to see the sound settings.
    2. To the right of the volume slider, click the > button. If you hover over it with your mouse, it will say, "Select a sound output".
    3. In most classrooms, the output will be "TesiraForte" or "Crestron Display Audio". Switching outputs will not affect any programs open, so feel free to try outputs until one works.
    4. If you still do not hear anything, put in a HelpDesk ticket.
       
  5. In any situation where technology has gone rogue, you can always put in a HelpDesk ticket, linked on the top right and throughout this article.
     
  6. For any other questions concerning smart classroom equipment, feel free to contact Media and Academic Technologies at MATS@genesee.edu or 585-343-0055 ext. 6349. We are here on the 1st floor of the Technology building Monday-Friday, from 8am-4pm.

Additional Resources

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