Troubleshooting

The Teamline system registers with your Skype for Business server in the same way as a Skype for Business client on a computer or other device. When troubleshooting the Teamline system, log into a Skype for Business client with the same credentials on a computer in the same network as the Teamline system. If you encounter the same issue, it may be the result of network misconfiguration.

After making any configuration changes, you must reboot the Teamline system. For more information about restarting the system, see the Managing the room topic.

Symptom Cause

Solution

Touchscreen displays a QuickConnect code The touchscreen is not paired with the Teamline system Manually pair the touchscreen with the system as described in Configuring Teamline 5140 or Configuring Teamline 5250

Touchscreen does not display Skype for Business credentials

The DNS server cannot resolve the Skype for Business server

Ensure your Skype for Business domain is resolvable from the network in which the Teamline system is connected. If using a static IP, ensure the correct DNS server is selected

Touchscreen does not display Skype for Business credentials

Incorrect certificate uploaded to the Teamline system

Refer to Managing certificates for more information about the certificate

The Teamline system takes a long time to log in Multiple devices are logged in with the same credentials The Teamline system does not support this. Log out any other devices that are using the same Skype for Business credentials

Credentials appear and disappear from the touchscreen

Multiple devices are logged in with the same credentials

The Teamline system does not support this. Log out any other devices that are using the same Skype for Business credentials

Scheduled meetings are not displayed on the touchscreen

The Teamline system cannot connect to the Exchange server. The Exchange server auto discovery failed or an authentication problem occurred

This can be caused by uploading a user certificate rather than a server certificate on the Teamline system.

The Exchange server must be accessible to the Teamline system even if they are on different LANs. If it is accessible, this issue may be caused by another network misconfiguration.

Request a root certificate from the Certification Authority that issued the certificates for your deployment and upload it to the system.

There is no Join now tile for active meetings and the gray scheduled meetings tile is displayed

The Skype for Business meeting invitation is from an external organization. The external organization’s Skype for Business deployment is not configured to allow inter-organization meeting notifications to work correctly. The same issue occurs if you log in to a Skype for Business client on a computer or other device with the same credentials as the Teamline system. In this case, the meeting is not available on the meetings tab

OR

Microsoft Exchange is not configured correctly

There is a setting on the Skype for Business server that controls whether or not meeting URLs are included in invitations that are sent to other organizations. If there is no meeting URL, the meeting cannot be joined from the Teamline system.

Unable to upgrade from USB The USB format is not supported When upgrading from USB, the drive must be formatted to NTFS, and not FAT32
Cannot share content in meetings Incompatible Skype for Business settings Refer to Sharing content for more information

Contacting Support

Support may require the diagnostics log to help you troubleshoot any issues.

To download the diagnostics log:

  1. In Maestro, click Meeting Rooms then select the relevant meeting room.
  2. In the Room Management area, click Download Diagnostics.
    An encrypted .zip.gpg file is downloaded.
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