Touch Panel Disconnected from the Telepresence Host or Codecs

Publication Date:  2015-08-10 Views:  251 Downloads:  0
Issue Description
When the touch panel connects to the telepresence host or codecs, a connection failure message is displayed.
Handling Process
Preliminary approach:

Step 1 Check the IP address, protocol, user name, and password on the touch panel.
  • If the protocol is incorrect, an error message is displayed on the touch panel. If this is the case, use the other protocol.
  • If you are using an RP series system, set the IP address to the codec IP address, and user name and password to the values of User name and User password under Settings of API User on the codec web interface respectively, as shown in Figure 4-15.
NOTE:
The user name and password are not those you use to log in to the codec web interface.

Figure 4-15 Setting the user name and password for the touch panel on the codec web interface




If you are using a TP series system, set the IP address to the telepresence host IP address and user name and password to the values of Name and Password under Touch Panel User on the telepresence host web interface respectively, as shown in Figure 4-16.

Figure 4-16 Setting the user name and password for the touch panel on the telepresence host web interface




Step 2 Verify that the touch panel connects to the Wi-Fi network with the specified SSID.

If the touch panel fails to connect to the Wi-Fi network with the specified SSID, a network connection exception is indicated on the touch panel.

Step 3 Log in to the telepresence host web interface. Verify that the telepresence host connects to the touch panel.

Figure 4-17 shows the disconnection between the telepresence host and touch panel.

Figure 4-17 Disconnection between the telepresence host and touch panel




Step 4 Check the Android operating system version of the touch panel.

 If you are using a Huawei dedicated touch panel, check Build number as follows: Access the touch panel settings screen. Tap About phone and view Build number. The value of Build number must be S10-101wV200R001C01B913, as shown in Figure 4-18.

 If you are using an ASUS touch panel, the Android operating system version must be 3.2.1 or later.

 If you are using a Huawei MediaPad touch panel, the Android operating system version must be 4.1.2 or later.

Figure 4-18 Checking the Android operating system version and build number




Step 5 Obtain the version compatibility table from Huawei Online Support Center for Enterprise (Support-E) at http://support.huawei.com/enterprise.  Check the version compatibility against the version compatibility table. If the versions of the telepresence system components do not match, update the software versions to the matching versions.

Further approach:

    If the preliminary approach cannot resolve the issue, perform the following steps:

Step 1 Verify that the Wi-Fi hotspot is not affected by radio interference.

1. Use a laptop to access the Wi-Fi network in the current conference room. Ping the IP address of the telepresence host or wireless gateway. Check whether any packet loss or latency issues are occurring. If either issue is occurring, radio interference exists. In this case, connect the touch panel to the telepresence host or codecs when the network becomes stable.

2. Log in to the telepresence host web interface. On the displayed page, right-click Telepresence Host and choose Diagnose from the shortcut menu, as shown in Figure 4-19. In the Network Diagnostics dialog box, enter the IP addresses of the wireless gateway and touch panel in turn and click Start, as shown in Figure 4-20. Check whether any packet loss or latency issues are occurring. If either issue is occurring, radio interference exists. In this case, connect the touch panel to the telepresence host or codecs when the network becomes stable.

Figure 4-19 Diagnosing the telepresence host




Figure 4-20 Network Diagnostics dialog box



Step 2 Start the WirelessMon software (indicated by  ). On the displayed Channel Use tab, check whether the current channel is experiencing interference, as shown in Figure 4-21.

Figure 4-21 Checking whether the current channel is experiencing interference




NOTE:
    As shown in Figure 4-21, the interference on channel 6 is strongest while that on channels 1 and 11 is fair.

If the channel is experiencing interference (such as channels 1, 6, 9, 10, and 11 shown in Figure 4-21), log in to the NETGEAR web interface and select a value from the Channel drop-down list box, as shown in Figure 4-22. Then click Apply to find out a channel that is not experiencing interference.

Figure 4-22 NETGEAR web interface




Step 3 If the touch panel is only sometimes connecting to the telepresence host, export the touch panel logs as follows: Log in to the telepresence host web interface. Press Shift + Q on the keyboard. In the dialog box shown in Figure 4-23, click OK. Send the exported logs to the contact person of telepresence systems.

Figure 4-23 Exporting touch panel logs




Other approaches:

If the touch panel is not able to connect to the telepresence host at all, restart the telepresence host as follows: Log in to the telepresence host web interface. On the displayed page, right-click Telepresence Host and choose Start from the shortcut menu, as shown in Figure 4-24.

In certain rare scenarios, a memory leakage may occur in some TH1000 versions such as B316SP07, B316SP09, and B923SP02. This results in the touch panel not being able to connect to the telepresence host.

Figure 4-24 Restarting the telepresence host




Using the Touch Panel

Step 1 Access the touch panel settings screen and tap Wireless & networks, as shown in Figure 4-25. Specify Wi-Fi network settings to ensure that the SSID of the Wi-Fi network to access is the SSID of the current conference room.

Figure 4-25 Wi-Fi connection for the touch panel




Step 2 On the touch panel home screen, tap  . On the displayed Connection Settings screen, set the IP address, protocol, user name, and password for the touch panel to connect to the telepresence host or codec, as shown in Figure 4-26.

Figure 4-26 Specifying connection settings




Step 3 Tap Save.

The Huawei telepresence application home screen is displayed.
Root Cause
Possible Cause:
  • The IP address, protocol, user name, or password is incorrectly set on the touch panel.
  • The connection to the Wi-Fi network with the specified service set identifier (SSID) fails.
  • The Android operating system version is incorrect.
  • The system versions are incorrect.
  • The Wi-Fi hotspot is affected by radio interference.
  • The current channel is experiencing interference.
  • The IP address of the wireless router is not on the same network segment as the IP address of the telepresence host.

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