VidyoConnect Room and VidyoRoom Known Issues

VidyoConnect Room - Modern UI

When the VidyoConnect Room application is set to Application mode, clicking the VidyoConnect Room icon does not minimize the application.

If this occurs, use the minimize icon on the application to minimize it.

When the VidyoConnect Room application is set to Application mode and the Preview is opened from Settings > Devices > Preview, the Preview displays but there is no option to return to the VidyoConnect Room application.

If this occurs, use the hotkey Alt+Ctrl+V to return to the VidyoConnect Room application.

When the VidyoConnect Room is in a call and is set to Application mode, if any other applications are opened on top of the VidyoConnect Room application, clicking the VidyoConnect Room icon from the taskbar does not bring VidyoConnect Room back to the top.

If this occurs, minimize the other applications to return the focus to the VidyoConnect Room application.

When the VidyoConnect Room application is set to Application mode and the system is restarted, navigation using the keyboard doesn’t work on the VidyoConnect Room application.

If this occurs, close and restart the application or use the mouse to navigate on the application.

The Mute icon and the Logitech Rally Plus device status are not in sync between the VidyoConnect Room application and the Logitech Rally Plus. If the user mutes from the VidyoConnect Room, the device status does not indicate that the mute status. If the user mutes from the device, the Mute icon is not displayed on the UI.

When room systems with multiple displays are paired, if the number of video tiles on the Secondary systems is configured too low, it is possible that no video tiles display on the Secondary system displays.

To avoid this issue, keep the remote video tile configuration on all displays connected to Primary and Secondary systems as max (high).

When room systems are paired, Secondary systems can be disconnected from calls if the Moderator disconnects them, whereas they should only disconnect from calls when the Primary system disconnects.

When room systems are paired, in direct calls between a Primary VidyoConnect Room and the VidyoConnect desktop app, Secondary room systems join the call; however, Secondary systems should not join in direct calls.

When VidyoConnect Room is used with a single touch-screen display and does not have a keyboard or IR remote control connected, the camera, content share, and Horus Scope preview screens do not have an option to close the preview and return to the user interface.

After upgrading from the version 20.1.1_1101 GA installer to the VidyoConnectRoom Installer, the system displays incorrectly as a Patient Room UI instead of the General Collaboration UI.

If the VidyoConnect Room Time Zone is changed manually via the Admin UI, the navigation to other menus may not work properly.

To prevent this issue, reboot the system if you change the Time Zone manually.

When using the IR remote control, the Settings and Manage keys work properly, but when using the Remote Control API, these keys do not consistently work correctly.

If a contact becomes free after being busy, that contact's status gets updated on the Contacts page (after 30 seconds), but if you click the contact to see their Details page, the focus doesn't move to the Call button on the Details page.

If this occurs, go back to the Contacts page and then open that contact again to see their Details page; the focus will be moved to the Call button.

When using the VidyoConnect Room Search page, and searching for all Members, there are incomplete results as the last page does not display and sometimes there are missing members.

In the VidyoConnect UI, a blank purple screen may briefly appear while joining a call, disconnecting from a call, or opening or leaving the Local Camera Control page.

Windows 10: After configuring the resolution of the VDO 360 camera to 540p30 in the Admin UI or OnScreen UI, the resolution in the top left corner displays incorrectly and not the same resolution and frame rate that was set in the Admin UI or OnScreen UI. The resolution should display as configured in the Admin UI or OnScreen UI.

Windows 10: After configuring the resolution for the Lumens G-30 and G-50 cameras (connected through the INOGENI DVIUSB) to 1080P30 in the Admin UI or OnScreen UI, the system incorrectly sets the resolution to 1080P15. The resolution should display as configured in the Admin UI or OnScreen UI.

VidyoRemote™ 3

In order for camera control to work when using a VDO360 camera, you must reboot your VidyoRoom system under the following circumstances:

• Whenever the VidyoRoom system is returned to the default configuration, such as when the system is re-keyed or when the Recovery Console is used to restore both the default image and the settings.
• When you change your camera selection from the VDO360 to another VISCA camera or from a VISCA camera to the VDO360.

Due to limitations with the VDO360 camera itself:

• The camera cannot capture at 60 fps, even if it has been configured that way from the OnScreen UI.
• The camera cannot capture, encode, or send at 540p resolution, even if it has been configured that way from the OnScreen UI.

On a VidyoRoom system with a single display, when the user displays local content, joins a call, and then disconnects from the call, the local content occasionally does not re-display.

If this occurs, disconnect and reconnect the local content-sharing device or click the pre-call local share preview (Projection) button using the VidyoRemote 3.

If the ScheduledRoomPrefix is 0, users cannot join a scheduled room from a VidyoRoom system using VidyoRemote 3.

There aren’t any indicators in place to inform users about whether the DTMF tones that they sent have actually dialed out successfully.

Users cannot cancel Inter-Portal Communication (IPC) calls with the “Hang Up” button.

If a remote user on the call is sharing content and then stops, Projection Mode becomes disabled until content is shared again.

When using the VidyoRemote 3, users cannot join a scheduled room by entering the full extension in the Search field.

If a user is changed from the presenter to a viewer, the “Raise Hand” icon on that user’s VidyoRemote 3 disappears from the UI.

Once the VidyoRoom is controlled by the VidyoRemote 3 (that is, once the pair is established), the display name which is displayed on the top left corner of the On-Screen UI changes to user name.

When using the VidyoRemote 3, if a user removes their self-view, local projection gets disabled as well.

The VidyoRemote 3 does not have the DTMF function.

On a single display VidyoRoom using the VidyoRemote 3, the self-view preview and local projection get out of sync after disconnecting from the call.

If this occurs, click the self-view preview and local projection icons two times to get them back in sync.

If a user is performing PTZ operations with the VidyoRemote 3 application and network connection problems occur between the VidyoRemote 3 and the VidyoRoom, the two may become out of sync. This results in the VidyoRemote 3 showing its home screen while the VidyoRoom screen shows the PTZ controls for the participant whose camera was being controlled when the network disconnection occurred.

It is not possible to PTZ cameras of guest participants from the VidyoRemote 3.

If the “Enable HTML Remote/VidyoRemote Interface” checkbox is not selected when the user attempts to access the VidyoRoom system from the VidyoRemote 3, the error message “Unable to communicate with the VidyoRoom. Please make sure all devices are connected to the network properly" appears. Because this message does not clearly state that the user should select the “Enable HTML Remote/VidyoRemote Interface” checkbox from the Admin UI, users might mistakenly think that the problem is related to their devices or network connection.

If a user with VidyoRemote 3 joins a call and is displaying local content, and then another participant in the call starts to share content and then stops, the VidyoRemote 3 user’s local content does not reappear automatically.

The Backlight On/Off option for the VidyoRemote 3 is not synced with the Admin UI Backlight On/Off option.

If a user with VidyoRemote 3 clicks the Raise Hand button and their Raise Hand request is dismissed by the presenter, the button remains unchanged; therefore, the user doesn’t know that the request got dismissed, and additionally, that user must cancel the first request if they want to send a new Raise Hand request.

All VidyoRoom Models Unless Otherwise Specified

On reboot, sometimes the ATR2x-USB stethoscope device name is read as "2-USB Device" by the operating system; therefore, the VidyoRoom application does not detect it as a stethoscope.

If this occurs, unplug the stethoscope and then plug it back in so that the VidyoRoom application can correctly detect it as a stethoscope.

Sometimes when upgrading VidyoRoom HD-2 systems to version 20.1.1, the Inogeni 4K will get reconfigured with new firmware and then there is a need to re-image the workstation(s).

If this occurs:

• 1) Before upgrading, deselect the Disable the Enable Inogeni Upgrade checkbox which is selected by default from Settings>Preferences. This will stop the firmware from updating.
• 2) Upgrade your Inogeni firmware to the correct version. Once the Inogeni unit is upgraded, it will not download the firmware again when connected to a VidyoRoom system.

Sometimes when using a VidyoRoom HD-3 system with the Logitech MeetUp camera and Logitech Group camera, the pan, tilt, and zoom (PTZ) movements are not as smooth as compared to using these PTZ cameras with VidyoRoom HD-2 systems.

The Revolabs FLX UC 500 and UC 1000 audio devices were not tested or qualified against Windows IOT-based room systems, such as the HD-3C, HD-3, and HD-2.

When pressing Volume Buttons on Yamaha Audio Devices like YVC-300 and YVC-1000, the volume is NOT increased/decreased smoothly on Windows 10.

If this occurs, use the Vidyo Plastic Remote or OnScreenUI/VidyoRemoteUI to change Volume levels on connected Yamaha YVC-300/1000 devices.

Using the keyboard hot key Ctrl+Shift+H in an idle state may sometimes lead to a black screen when using a single screen system.

When the stethoscope device is disconnected its status does not update properly in the Admin UI; instead when the stethoscope is disabled, it still shows incorrectly as enabled.

The SuperSensitive device selection does not update properly in the Admin UI. The device selection should enable Advanced Phoenix Settings.

When Super Sensitive Mode is turned ON when using Speex, a crackling audio sound is heard from the MT107.

The incorrect upgrade name tag is displayed in the VidyoRoom system when upgrading from the previous GA version (19.1.0).

The Call Moderation option on the VidyoRoom OnScreen UI may not be visible for up to one minute after the user goes to the Manage screen page.

In addition, the Moderator tab is sometimes not visible if the VidyoRemote app was disconnected from the VidyoRoom system and reconnected when a call was already in progress. Leaving and rejoining the call should resolve this rare issue.

When the Logitech Rally camera is used with a VidyoRoom system, the camera cannot capture at 1080p60. Therefore, if you set the encode mode to 1080p60, the camera will capture at 1080p30. If you want to capture 60fps, you must set the encode mode to 720p60.

When using a Logitech MeetUp camera with a VidyoRoom system, do not use the Logitech remote control to control the VidyoRoom system. Although some functions may work, others may not; therefore, Vidyo recommends using the VidyoRemote instead.

If a VDO360 camera is connected to a non-powered USB port, the VidyoRoom system may not detect it after a reboot.

To avoid this issue, you must connect your VDO360 camera only to a USB port that is powered (i.e., a yellow-colored USB port).

In rare cases, after rebooting a VidyoRoom system, if the Exchange Server takes a long time to connect to the VidyoRoom system, the misleading message “Unable to connect to Microsoft Exchange Server. Please update user credentials” appears even when the user’s credentials are correct. Once the connection is established, the error message is removed and the calendar displays.

When a USB 2.0 camera, such as the Logitech® PTZ Pro 2, is connected to a VidyoRoom system via an extender, the video capturer does not reliably capture video frames which may result in a black screen.

Although pressing the Mute button on a Yamaha YVC 300 mutes the audio, the OnScreen UI does not display the audio as muted.

After upgrading to a new VidyoRoom image, the user has to reenter their Gmail authorization code in order to see their meetings again.

After a Phoenix device is upgraded, the Windows message “You must restart your computer to apply these changes” may appear.

• If the message appears as part of an installer upgrade, the user needs to take no action since the VidyoRoom system will reboot as part of the upgrade.
• If the message appears when a Phoenix device is upgraded as part of a system reboot, Vidyo recommends an extra system reboot.

A Phoenix updater application exception error occasionally occurs when an audio device (Phoenix Smart Spider or Quattro) that is behind a Power Hub is not detected. Because the updater can't verify the detection, it doesn't try to communicate with the chained device. This issue originates from either the Hub or the Smart Spider: due to a hardware issue in either device, the device may not upgrade, thereby causing the updater app to crash.

Recommendation: If this issue occurs, Phoenix recommends an RMA of the device.

If a user tries to disconnect from a call by pressing disconnect on a Revolabs FLX UC device, the call does not get disconnect.

To disconnect from a call, use the VidyoRemote or VidyoRoom remote control.

When disconnecting and connecting cables on a Phoenix Power Hub MT340 or a Phoenix Quattro MT304, Phoenix Audio Technologies cautions that you must never unplug or disconnect the Cat5 Ethernet cable when the 48V power supply is plugged in.

Unplugging or disconnecting the Cat 5 Ethernet cable when the 48V power supply is plugged in may result in hardware failure, and the Phoenix device may require an RMA.

When Write Protection is enabled, BSOD dump files cannot be saved or downloaded.

The splunkd.log is not forwarded to the server; therefore, the logs will be lost if the VidyoRoom system is rebooted before the admin downloads the log via the VidyoRoom Admin UI.

After the Splunk server is first configured, the event viewer logs are forwarded to the server first; therefore, it may take a few hours before the VidyoRoom logs are visible.

If you flip a selected local content device to a camera using Remote API; both of the cameras get deselected. In order to select the desired camera, you will need to send the same request again. The issue does not exist if you try to flip devices in the opposite way.

If a VISCA communication issue occurs with the camera, the VidyoRoom system will reboot once the conference is over in order to recover the camera. Note that when this issue occurs, the camera control may or may not work correctly, and there will be no indication of the cause of the reboot on the OnScreen UI.

Occasionally, when the Phoenix Quattro or Smart Spider is connected via the Power Hub, the VidyoRoom application reads the firmware version as “unknown”.

For users who use the Calendar Integration feature with Microsoft, in certain cases, the VidyoRoom system may not get notified about expired Microsoft passwords; therefore, the VidyoRoom system will be unable to update the user’s calendar and will also be unable to inform the user as to why this is occurring.

VidyoRoom does not validate the client installer type after it is downloaded from the VidyoPortal.

If a username that contains angular brackets is entered in the Search field, an error message displays.

When upgrading from version 3.3.19 to version 3.3.21 while Write Protection Mode is enabled, the system may skip over a log and write to the next log. When this occurs, the log that is skipped over is displayed as 0.

If Presenter Mode is enabled in a conference where no participants then join or leave, the “Call in progress” indicator does not appear after a user is pinned and un-pinned. However, if a participant joins or leaves, the “Call in progress” indicator reappears.

When using the Remote Control API to shut down and power on the VidyoRoom, some of the log files may be created out of order.

After upgrading to a new installer when Write Protection Mode is enabled, all VidyoRoom.log files are not created. This issue will not occur for users upgrading from VidyoRoom version 3.3.19.676 to the latest installer.

Additionally, the Splunk® Forwarder will go into a bad state if enabled during the upgrade. Furthermore, if Write Protection Mode is only enabled during the upgrade and then disabled so that the user can make changes, when re-enabled, the remaining logs display in the Admin UI.

When the Mute button is pressed on a Konftel 55Wx device while the user is in a call, the audio does get muted, however the OnScreen UI does not correctly indicate that it is.

When the Splunk Forwarder is enabled, older log files are not deleted, which causes a delay in syncing new log files with the server.

To prevent this issue, delete older log files prior to enabling the Splunk Forwarder.

The VidyoRoom system is unable to prioritize the order in which Splunk forwarder sourcetypes should be sent.

If the NTP Server checkbox is selected and the Apply button is clicked, it may occasionally take up to 15 seconds for the NTP service to be enabled, during which time the message “loading…” displays.

For proper calendar integration, the user should ensure that both the time zone and time on the system are correct; changing the time or time zone after calendar integration could cause the user to miss some meetings invitations.

If the network connection was lost while an image was being uploaded, the VidyoRoom system must be rebooted in order to upload the new image again; otherwise, the Admin UI will indicate that there is not enough space to upload the new image.

When two VidyoRoom systems log in to the VidyoPortal with the same credentials, the resulting behavior is not consistent (for example, one VidyoRoom may remain online while the other keeps trying to log in).

When a Sony EVI-H100V camera is set to D70 mode, the On-Screen UI and Admin UI About page display the camera model as D70.

When a camera has a long model name, such as the Sony EVI-HD7V and Sony SRG-120DH, the name wraps around to a second line on the Admin UI About page.

The format of the Minrray camera version that displays on the On-Screen UI and on the Admin UI About page is not the same format used by Minrray (for example, if the Minrray version is 2.2.3, the VidyoRoom could display 22.30).

When a content sharing device is connected and the user is on the Home screen of the On-Screen UI, if the user presses the Self-view key, the self-view tile will not toggle off.

If this occurs, press the Manage key from the Home screen or disconnect the content sharing device and then reconnect it.

If a user swaps displays by pressing the A button on the remote control and one of the displays is disconnected, the user may not be able to see the remote participants.

If this occurs, reboot the system to see the remote participants’ tiles. To prevent this issue, before removing a display, use the A button on the remote to swap the displays, and then either physically swap the display connections or use the Admin UI to swap the settings for each display.

Occasionally, when the Start Recording request is sent when the VidyoRoom system is not in a call, it causes the VidyoRoom system to crash.

If a VidyoRoom upgrade is interrupted by a system reboot or by cutting the power supply, the system may no longer boot properly, the device selection may be incorrect, and other issues may occur.

To prevent this issue, do not power off the system during an upgrade. However, if this inadvertently occurs, you may have to recover the system via the Recovery Console.

Log files cannot be downloaded successfully if the total size is bigger than 2GB.

Under high temperature conditions, VidyoRoom response time slows down and the systems take longer to get fully operational after being rebooted.

VidyoRoom does not limit the caption length; instead, as the caption gets longer, the point size of the font decreases.

To prevent this issue, the moderator client should limit the length of the caption to 80 characters for languages that use the English alphabet and 34 characters for Chinese and other Asian languages.

When in a call using a VidyoRoom with two displays, if the user changes which display is the Primary display via the Admin UI Display Layout page, the participant number and its corresponding green icon will appear on separate displays.

When using a VidyoRoom system with two displays, if the settings of the displays are different (for instance, one of them is for displaying content only or the number of tiles to be displayed are different), if the displays are swapped by pressing the A button on the remote control after joining a conference, the participants may no longer display correctly.

The “Call in progress” indication does not display if a user shares content after toggling their local projection.

The “Call in progress” indication does not display when a VidyoRoom with multiple screens has only the user’s self-view displayed.

The “Call in progress” indication does not display when Presenter mode is enabled but a presenter has not been selected or has left the conference.

The Splunk® forwarder is unable to pass VidyoRoom crash dumps and BSODs to the server.

When setting a Sony SRG-300H camera or a Sony SRG-120DH camera to VISCA, the camera resolution cannot be changed from the VidyoRoom’s configuration and remains set to 1080p60.

If this occurs, set the camera manually to the mode you want to use.

If a UniBrain USB 3.0 Active Optical Cable is unplugged from either the VidyoRoom system or from the host device linking the cable and USB 3.0 camera cable, after the UniBrain cable is plugged back in, the camera is not detected.

In order for the camera you get detected, power cycle the UniBrain device.

In very rare cases, an ungraceful shutdown of a VidyoRoom connected to a power hub with a Phoenix Spider MT503 could cause the power hub to stop working.

If a VidyoRoom unit is connected to a power hub with a Phoenix Spider MT503, all HID-related functions (such as mute, volume, connect, etc.) do not work.

Some USB devices, such as the Phoenix Spider and the Logitech® GROUP, are not detected when connected with APC USB extenders.

The Mic buttons on the Phoenix Spider are not integrated with the VidyoRoom; therefore, pressing those buttons on the Spider has no effect on the VidyoRoom microphone volume.

The Admin UI does not notify the user that the “Enable/Disable Remote Control Interface” checkbox requires a reboot.

VidyoRoom cannot download the client from the VidyoPortal when web proxy and VidyoProxy are enabled, and the “File download request failed with result code 408” appears in the log.

If a Logitech GROUP or CC3000e is connected to a VidyoRoom after a call has been joined, and then the user presses the Mute button, the call gets disconnected.

If a user toggles their own local projection before any remote participant starts to share content, and then a remote participant shares content and the user toggles that content, the content reduces to a participant tile.

The Static IP configuration cannot be saved if the network cable is not connected.

When connected to the VidyoRoom via the Extron or Xtendez extenders, the Sony SRG-120DH camera resets to the default position after system reboot.

If a user makes configuration changes and also switches from normal mode to side-by-side mode, clicks Apply to apply the changes, and then clicks Cancel on the Reboot Required pop-up, some of the changes are canceled but some of them are applied.

If this occurs, reboot the system to apply all the changes.

When the Anti-Flicker Mode setting in the Video section of the Admin UI > Settings page is changed, the Save button must be pressed in order to save the change.

Changing resolution from 720p to 1080p via VISCA when using Sony cameras results in distorted video.

If this occurs, reboot the camera.

Occasionally, an INOGENI device does not recover during an installer upgrade.

If an INOGENI device fails to recover after an upgrade, power down the VidyoRoom system and wait at least 30 seconds before powering it back up. When the VidyoRoom powers back up, the INOGENI device will be upgraded.

If a new audio or video device is plugged into the VidyoRoom when the VidyoRoom is powered off, the device does not get automatically selected as a new device when the VidyoRoom is powered back on.

VidyoPanorama 600 and VidyoRoom appear as “VidyoPanoroom” in the CDR instead of “VidyoPanorama”.

If a USB device is selected as the sharing source and is then unplugged, the On-Screen UI does not show the device as disconnected, but continues to show the device as the selected sharing source. This occurs only when using a VidyoRoom with only one available sharing source.

When the PT Inquiry command to a Sony camera returns an error, the PT Reset command is not executed.

When a user in a Vidyo conference invites another user to join the conference, the inviting user receives no indication (visible, audible, or tactile) that the invitation was sent.

On some occasions, the recovery to the enhanced layer does not work immediately after some remote users leave the call. It may take up to ten minutes to recover the enhanced layer.

Occasionally on VidyoRoom systems with two different displays (one 720p and one 1080p), the On-Screen UI may use an incorrect resolution if one of the displays loses power and then re-gains it.

If this occurs, reboot the VidyoRoom system or press the A button on the radio frequency remote twice to swap the displays.

If the Use Status IPv6 checkbox is selected in the Admin UI, you cannot select or deselect the Enable IPv6 checkbox.

The Microsoft Office 365® calendar does not get configured when the Microsoft Exchange Server Web Service URL is set to “Auto Discover”.

If a call was joined using a calendar invitation, the username that the remote API replies with is not correct.

There is no On-Screen UI indication that lets users know if Fn lock has been activated.

When the frame rate on VidyoRoom systems with more than one display (such as the HD-230 and the VidyoPanorama 600) is set for 30 fps or 15 fps, the self-view occasionally displays at half the configured frame rate.

When mute is turned on or off on a Yamaha® YVC audio device, the mute indicator on the VidyoRoom On-Screen UI does not change accordingly.

When the VidyoRoom video transmit rate is set to 360p at 384 Kb/s, it impacts the receive bit rate of its clients in that the receive video remains at a low bit rate.

If a call is dropped or a user disconnects from a conference while the speakers are turned off, the next incoming calls appear as messages on the display but they do not ring.

If this occurs, answer one of the incoming calls and then disconnect while the speakers are on; subsequent incoming calls will then ring.

The VidyoRoom control interface is only available in the English language. If the On-Screen UI is set to another language, the control interface continues to display in English.

When creating a Google Calndar meeting, if the “Show Me As” status is set to “Available”, the Google Calendar meetings do not display on the screen.

When the DNS resolution fails because the user has the wrong DNS name, the user is not able to log in, but is not notified with a reason.

The process of updating an INOGENI device takes several minutes, during which the screensaver typically displays. The screensaver is not an indication that the upgrade has paused or finished; therefore, users should not disturb the system and should allow the upgrade to complete.

Remote users see a black, green, and gray window if a camera is not connected on VidyoInput1, VidyoInput2, or INOGENI video sources.

Iron Bow vCLINiC

If you are using an Iron Bow vCLINIC, you must upload the image using a wired connection. If you try to perform an image upload via WiFi, the upload may take a very long time and/or it may be interrupted, which would require you to restart the upload.

If there is a data source connected to the vCLINIC when you attempt to upgrade the system, the upgrade will fail. Likewise, if there is a data source connected to the vCLINIC and you connect an INOGENI device that has an older version, the system will automatically attempt an upgrade and the upgrade will fail.

To prevent this issue, ensure that there is no data source connected when upgrading either the system or an INOGENI device.

VidyoRoom HD-2 Only

When using a Minrray UV950A camera with an HD-2 at 1080p60@4M or 6M resolution, the Captured/Encoded framerate drops when a content share device is selected (whether or not content is actually shared).

VidyoRoom HD-3 Only

If an Epiphan device is connected to a VidyoRoom HD-3 after Write Protection Mode is enabled, the device will not be read properly and the Device Manager will display “Windows cannot load the device driver for this hardware. The driver may be corrupted or missing.”

The ambiguous message “Installer file is invalid” appears when an unsupported installer version is uploaded.

In some cases, if a Revolabs line-in/line-out audio device is disconnected and then reconnected to a VidyoRoom HD-3, it may cause the HD-3 to crash.

In two-display setups of the VidyoRoom HD-3 with both displays configured to decode in 4K resolution, no more than eight participants can be displayed per screen. Even if the user sets the Admin UI to display more, the system will limit the number of participants displayed on each screen to eight.

If a VidyoRoom HD-3 is shut down while an image upgrade is in progress, the HD-3 gets stuck in a BSOD loop.

If this occurs, reboot into the Recovery Console and perform a Factory Restore.

In two-display setups of the VidyoRoom HD-3 with both displays configured to 1080p60, if one display is unplugged, the remaining displays convert to 4K.

In four-display setups of the VidyoRoom HD-3, clicking the “Unlock EDIDs” button causes the displays to randomly disappear from the Admin UI display layout and causes their resolutions to change in the Admin UI.

To prevent this issue, click the “Lock EDIDs” button after configuring the display layout—especially when using 4K monitors. If you need to unplug a display, you must click “Unlock EDIDs”, change the display setup, reboot, configure the displays, and then click “Lock EDIDs”. For more information, refer to the VidyoRoom and VidyoPanorama 600 Administrator Guide.

In two-display setups of the VidyoRoom HD-3 with both displays configured to 4k, the displays boot up with black screens after the VidyoRoom is keyed.

If this occurs, on the Display Layout tab in the Admin UI, change the resolution to the correct resolution for the display.

Extron extenders are unstable in two-display setups of the VidyoRoom HD-3 with both displays configured to 4k.

When 720p15 and 1080p15 are selected for the camera connected to an HD-3, the statistics display 30 fps.

In a setup of the VidyoRoom HD-3 with more than two displays, when a remote participant shares content and then stops sharing, the display layout may change.

VidyoRoom HD-40 (A, B, & C Only)

HD-40 Revision C systems negotiate 4K resolution when connected to a 4K display.

To prevent this issue, if you have a 4K display, you can select 1080p resolution on the Admin UI > Settings tab to ensure that the resolution remains at 1080p.

When performing a join and leave call test, the VidyoRoom HD-40 Revision A and C systems crash.

When performing a join and leave call test, the VidyoRoom HD-40 Revision 4A systems become unresponsive.

There’s an occurrence where the time zone in the VidyoRoom HD-40 Revision A changed to UTC on its own.

On rare occasions, new log files are not created when Write Protection Mode is enabled for VidyoRoom HD-40 Revision A systems that contain old CMOS batteries.

If this occurs, change the CMOS battery and correct the system time.

An exception error can occur if the VidyoRoom receives numerous IPv6 temporary addresses.

To prevent this issue, deselect the Enable IPv6 checkbox if your VidyoPortal does not support IPv6.

If a Sony SRG-300H camera is connected to a VidyoRoom HD-40 Revision A or Revision C via an extender, the camera does not go to its previous position after the VidyoRoom system is rebooted.

If a Sony SRG camera is connected to a VidyoRoom HD-40 Revision C with a UniBrain extender when a power outage occurs, the Sony camera freezes.

In order for the camera to get detected, while still in the call, deselect and then re-select the camera from the Admin UI.

If a user has multiple audio devices plugged in and the selected audio device is unplugged after a system shutdown, then television speakers are automatically selected for the audio output.

If a VidyoRoom HD-40 Revision A system is ungracefully shutdown (such as during a power outage), in rare instances, the INOGENI device will not get detected by the VidyoRoom until the next time the VidyoRoom is rebooted.

A VidyoRoom HD-40 Revision A with a Sony EVI-H100V and an INOGENI device occasionally crashes if the television display is turned off while the VidyoRoom system is operational upon joining and leaving calls, and when camera control is in progress.

The Google calendar account is not a supported feature with VidyoRoom HD-40 Revision A. An invalid username/password error message displays when the correct credentials have been entered.

If a VidyoRoom HD-40 Revision A is connected to non-Vidyo branded INOGENI devices, the non-branded INOGENI firmware does not get updated when upgrading from VidyoRoom version 3.2.4 to version 3.3.5.

VidyoRoom HD-100 Revision 4A Only

VidyoRoom HD-100 Revision 4A systems go into sleep mode while the system is being configured after an image upgrade.

After disconnecting from a call, the VidyoRoom HD-100 Revision 4A system may freeze, which causes a black screen with a green lock to display. The VidyoRoom system may later recover on its own.

When testing the VidyoRoom HD-100 Revision 4A systems for long periods of time, the VidyoRoom system may get into a bad state and cause the GPU driver to crash.

There’s an occurrence where the VidyoRoom HD-100 Rev 4A system became unresponsive during an overnight call test.

In roughly one of 600 attempts, VidyoRoom HD-100 Revision 4A systems experienced a BSOD error upon rebooting and/or after an ungraceful shutdown.

If this occurs, press and hold the Power button to shut off the system, and then press the Power button again to power it back on.

eLert devices do not work when connected to the front USB ports on VidyoRoom HD-100 Revision 4A systems.

To prevent this issue, use the rear USB ports to connect eLert devices.

Under high temperature conditions, if a tvONE video scaler is connected to a VidyoRoom HD-100 Revision 4A system, the tvONE scaler may reset to factory defaults which would result in the remote site seeing green or black video.

If this occurs, manually reset the correct resolution on the tvONE scaler.

If a VidyoRoom HD-100 Revision 4A is re-imaged with a Gen 3 VidyoRoom image, the microphone and speaker volume settings are not maintained.

If there is an active 32-bit VidyoRoom installer on the VidyoPortal that is older than version 3.3.8.0505 and that installer is applied to any VidyoRoom HD-100 Revision 4A system running VidyoRoom version 3.3.x, the VidyoRoom HD-100 Revision 4A systems become inoperable.

To prevent this issue, ensure that there are no active 32-bit VidyoRoom installer versions older than 3.3.8.0505 on the VidyoPortal prior to upgrading to VidyoRoom version 3.3.8. If you inadvertently downgrade to an older version on a VidyoRoom HD-100 Revision 4A system, you will need to re-image it from the Recovery Console.

The Restore to Factory Image fails when users click the Restore Factory Image button on the Admin UI when all image files are deleted.

If this occurs, reboot locally and upload the image that needs to be applied in the Admin UI or upload the image from the USB drive via the recovery console.

The camera on VidyoRoom HD-100 Revision 4A systems cannot be powered off. If the camera is manually powered off, the VidyoRoom HD-100 Revision 4A resets the camera and powers it on again.

When a Sony D70 camera is connected to an HD-100 Revision 4A, the camera may not come back to its configured position after the VidyoRoom system is rebooted.

If a VidyoRoom HD-100 Revision 4A is re-imaged with a Gen 3 VidyoRoom image, the process takes longer than a standard reboot due to the drivers and older hardware in the HD-100 Revision 4A. In addition, during the reboot, a blank white screen may display for a minute or two.

If a VidyoRoom HD-100 Revision 4A is re-imaged with a Gen 3 VidyoRoom image, the microphone and speaker volume settings are not maintained.

Occasionally, a video capture device is not detected by the On-Screen UI when a VidyoRoom HD-100 Revision 4A is upgraded from a Flex Room image to a Panoroom image.

If this occurs, reboot the VidyoRoom system in order for the On-Screen UI to detect the device again. You can then manually select the device.

Occasionally, in very long calls (such as a call that lasts overnight), participants in the conference see frozen video from an HD-100 Revision 4A.

If this occurs, disconnect and then re-join the conference.

Unlike other VidyoRoom models, it may take up to ten minutes to upgrade an HD-100 Revision 4A.

If two monitors are connected to an HD-100 Revision 4A and the main display is configured for four tiles, the HD-100 restarts if it joins a conference with more than four participants.

VidyoRoom HD-230 Only

If a user of a VidyoRoom HD-230 changes the resolution of a Sony SRG USB camera, that user then has to manually re-select the Sony as the camera device.

The HD-230A and HD-230 images can be uploaded to the VidyoRoom HD-230 system via the Recovery Console.

The Sony SRG USB 3.0 camera does not display 1080p when connected to a VidyoRoom HD-230 system. When configuring 1080p from the OnScreen UI, the self-view does not display and the screen is black.

If the VidyoRoom HD-230 system is unexpectedly shutdown (e.g., power outage), then the connected camera may not be detected by the room system until after rebooting.

VidyoRoom SE Only

Users who install the VidyoRemote3 app on an iPad/Android Tablet are unable to connect to a VidyoRoom SE from VidyoRemote3 app if "VidyoRoomSE" is selected. Workaround: The VidyoRemote3 app will connect if users select "VidyoRoom" instead of VidyoRoomSE.

If the Windows screen saver is set on the HP Z2 Mini Z4 VidyoRoom SE System and a call comes in; the system will not wake up from screen saver mode. NOTE: This issue does not occur if the Vidyo screen saver was set with the Appliance Installer.

When a Sony® SRG-120 camera is being used with a VidyoRoom SE, the resolution on the camera cannot be changed to 1080p15.

Occasionally, when using a VidyoRoom SE, the Sony SRG-120 camera stops appearing in the list of cameras after the resolution is changed.

In rare cases, after an ungraceful shutdown, VidyoRoom SE fails to launch.

If this occurs, uninstall VidyoRoom SE and then re-install it.

In order for an INOGENI device to work with VidyoRoom SE, the latest chipset drivers, USB 3.0 drivers, and INOGENI drivers must be installed.

After switching from side-by-side mode back to regular mode and restarting the system, a Windows® 10 upgrade notification message appears on top of the self-view and local projection.

This occurs because the cursor is disabled in regular mode; therefore, you must exit the VidyoRoom SE application to close the notification.

Occasionally, when a user launches an app, the app can be opened on the monitor which is already being used by VidyoRoom SE.

If this occurs, drag the app window to the other monitor to prevent it from blocking VidyoRoom SE.

The option to change the VidyoRoom SE IP address is available on the Admin UI even though the VidyoRoom SE always inherits the computer’s IP address. If a user attempts to change the IP address via the Admin UI, the VidyoRoom SE will not save the changes.