John Cabot University: the Academic Experience

JCU Classroom Troubleshooting

Tiber Front Office: +39 0668191287
Critelli Front Office: +39 0668191362
Guarini Front Office: +39 0668191200
Moodle Issues (Non-urgent): [email protected]
Moodle Issues (emergency only, please): +39 0668191242, +39 0668191260
IT Issues: [email protected]
IT Issues (emergency only): call the front office   

Contents

Computer
It’s not working and I don’t know why. ("Restore defaults")
I can’t get to Teams from the link to my class that I created in Moodle.

There are no USB ports available on the computer.
I don’t remember how to record a meeting.

Video Issues
The Logitech Brio does not appear in the list of cameras in Teams.
My video is reversed!
My monitor is not showing up on the projector.
I don’t see video from the overhead webcam.
My video is out of focus.
The video I see in Teams is fuzzier/worse than the video I see in Logitech Capture.
The video of the classroom has disappeared.
Weird things happen when I try to use multiple sources in LogiCapture…

Audio Issues
My students don’t hear any audio.
The light is blue but the audio sounds strange.
I am getting feedback (the sort of loud shrieking sound you might associate with a rock concert).
My students can’t hear the audio from the [YouTube Clip, video file, MP3, etc.] that I am playing in Teams.
I can’t hear my remote students AND/OR we can’t hear the [YouTube clip, video clip, mp3, etc.].

 


 

Computer

It’s not working and I don’t know why. ("Restore defaults")

Let’s make sure that our Teams settings are the correct default settings.
Click on the triple dot icon and choose “Device Settings”

troubleshooting-3

A panel will open to the right where you can choose the microphone and camera. First select the Logitech BRIO from the list of cameras. (It may take a moment for Teams to start using the camera.)

troubleshooting-4

Now choose the microphone. Select USB PnP Audio Device from the list. That’s it! You should now be using the default configuration. If you are still experiencing problems check the list of common questions at the top.

troubleshooting-5

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I can’t get to Teams from the link to my class that I created in Moodle.

Open Teams before you click on a link. Then when you click you should be greeted with a link that looks something like this: 

troubleshooting-6

Click "Open Microsoft Teams". Teams should open and you should be able to join your class.

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There are no USB ports available on the computer.

Don’t worry: find the microphone on the desk and follow the funky black and white braided cable back to its USB port.
Unplug it and insert your USB drive.
Copy your files to the desktop and then remove your drive.
Now plug the microphone cable back in.
Press the power button on the microphone and the light should be blue.
When you start Teams you should check “Device Settings” [triple dot icon → Device Settings] to ensure that USB PnP Audio Device is selected.

Device Settings 

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I don’t remember how to record a meeting.

Easy: click on the triple dot icon and select Start Recording.

Device Settings

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Video Problems

The Logitech Brio does not appear in the list of cameras in Teams.

If you can reach the rear of the camera, try unplugging and replugging the USB cable. If you can’t reach it, contact the Front Office and tell them that you need assistance with the camera cable.

Still no camera. You can try unplugging and replugging the USB cables in the back of the computer. (As of 18 September 2020 there is no easy way to tell which cable is the camera cable; we hope to change this ASAP.)

Still no camera. Call the Front Office IMMEDIATELY and tell them that the computer does not recognize the camera. Unfortunately this is probably going to require extensive troubleshooting and is unlikely to be resolved during your class.

So take a deep breath...

Now open device settings in Teams.

Device Settings1

In the Camera selection menu, choose Integrated Webcam. This is the webcam built into the computer. On some of the computers you will see the webcam on the top bezel of the monitor. When you select it on one of these, you should see yourself.

On others, the webcam is hidden in the top of the computer. Press down in the area indicated below and the webcam should pop up, activate automatically, and you should see yourself in Teams.

Integrated Webcam

Now grit your teeth and make the best of it. We’ll fix it as soon as we can.

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My video is reversed.

It probably isn’t. Teams flips the video in order to make it “easier” to monitor. But the stream is fine. If you want to double check, simply show your remote students some writing and ask if they can read it correctly.

But the student says the video IS reversed!

We can flip the video using Logitech Capture. First open device settings in Teams.

Device Settings2

Now change the Camera to Logi Capture.

Device Settings LogicCapture

Open Logitech Capture.

Programs LogicCapture

Source 1 should be the Logitech Brio. Scroll to the bottom of the screen and you will see Advanced Settings. Toggle them on.

LogicCapture AdvancedSettings

Flip your video by ticking the Horizontally Flip Source checkbox.

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My monitor is not showing up on the projector.

Somebody probably forgot to change the Windows Project settings back to duplicate. Press the Windows key + P.

 

WindowsPShortChut

This brings up the Windows Project settings. Select duplicate and your monitor should now be duplicated on the projector screen.

ProjectSettingsDuplicate

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I don’t see video from the main webcam (Logitech Brio).

I forget to turn the video on all the time. Your camera icon should look like this- and if it doesn’t, click it!

TeamsCameraIcon

Now let’s make sure the correct camera is selected. Click on the triple dot icon in Teams.

TeamsTripleDotIcon

From the menu choices that appear select Device Settings.

TeamsDeviceSettings

If Camera is set to either Logi Capture or Integrated Webcam, please change it to LOGITECH BRIO.

TeamsCameraSettingBrioSelected

Still a problem? If Logitech Capture is running on your computer you will see this icon in the taskbar along with the grey bar below it. If this is what you want, then simply choose Logi Capture in the Camera section of Device Settings and the video should appear. Otherwise close Logitech Capture, select the Logitech Brio in Teams and your video should appear.

TaskbarLogitechCapture

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My video is out of focus.

In Teams, use device settings to change the camera to Logi Capture.

Open Logitech Capture.

ProgrammiLogitechCapture

Toggle the AutoFocus setting on and off.

LogitechCaptureAutoFocus

Still out of focus? Toggle AutoFocus off (see above) and set your focus manually. Setting it to 0 will solve the problem in most cases.

Still out of focus? See the next tip. It could just be the way Teams handles the video.

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The video I see in Teams is fuzzier/worse than the video I see in Logitech Capture.

You’re correct- and there is nothing to be done about it. The video in Logitech Capture is straight from the camera; the video in Teams is re-compressed for streaming. This degrades the image quality.

LogitechTeamsComparison

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The video of the classroom has disappeared.

This usually happens if we click on the stream preview icon in Teams: doing so cycles through the cameras that are available to Teams, including Logi Capture and the Integrated Webcam (if the classroom computer has one). By default these are not working and will produce a blank screen.

TeamsCameraCycle

If you click the preview thumbnail by accident, you can get the camera back by clicking it once or twice. Pause between clicks to give Teams a chance to recognize the camera.

Alternatively, you can set the camera directly in the Teams device settings:

Click on the triple dot icon in Teams.

TeamTripleDot

From the menu choices that appear select Device Settings.

TeamsDeviceSettings

If Camera is set to either Logi Capture or Integrated Webcam, please change it to Logitech BRIO.

TeamsCameraSettingsBrioSelected

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Weird things happen when I try to use multiple sources in LogiCapture…

If you are using the advanced settings in Logitech Capture you MUST set your Display to EXTEND. The fastest way to do this is by pressing the Windows key + P to bring up the projection settings.

WindowsProjectSettingsShortcut

ProjectSettingsExtend

The projector screen will no longer show the Teams interface. You can drag any window you like from your main monitor to the projector screen. (Imagine that you now have one giant monitor that stretches across two screens!)

When using windows (Chrome browser, Windows Paint, an Excel spreadsheet, etc.) as sources in Logitech Capture remember that they must be visible (not minimized) and should ideally be dragged onto the projector screen.

When you finish, remember to set the Projection Settings back to Duplicate with Windows + P.

ProjectSettingsDuplicate

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Audio Problems

My students don’t hear any audio.

  • Let’s make sure the microphone is on. The microphone is on when the power light glows blue. Press the power button and the light should turn blue.

MicrophoneBlueLight

Still not blue. Make sure that the cable is plugged into a USB port on the back of the computer.

MicrophoneBraidedCable

Still not blue. Try plugging the cable into a different USB port.

Still not blue. Call the Front Office of your campus and tell them that the microphone does not power on. We will try to get you a new microphone as soon as possible. In the meantime, you should be able to carry on with your class by changing the Microphone in Device Settings to the Logitech Brio microphone.

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The light is blue but the audio sounds strange.

  • Let’s make sure that Teams is using the correct microphone.
  • Click on the triple dot icon in Teams.

TeamsTripleDot

  • From the menu choices that appear select Device Settings.

TeamsDeviceSettings

  • Under Microphone, make sure that USB PnP Audio Device is selected. This is how the computer identifies the microphone with the blue light.

TeamsMicrophoneSettingsUSBPNP

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I am getting feedback (the sort of loud shrieking sound you might associate with a rock concert).

Feedback happens when a microphone and a speaker are too close together. If you are hearing feedback you can:

  • Mute the microphone temporarily. Simply press the microphone icon. The strikethrough across the mic will tell you that it is muted and the feedback should stop.

TeamsMicrophoneIconMuted

  • You can potentially receive feedback when playing audio over a speaker. If this is the case try turning down the volume of the speaker (e.g., the volume of a YouTube clip, or the physical dial of the amplifier in a classroom that has one) and/or muting your microphone in Teams.
  • It is also possible that a student’s audio may be generating feedback that is audible during the meeting. You can mute any participant in the meeting by (1) clicking on the Participants icon, (2) selecting the triple dot beside a participant, and (3) choosing to mute the participant.

TeamsMutingAParticipant

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My students can’t hear the audio from the [YouTube Clip, video file, MP3, etc.] that I am playing in Teams.

When you select a content source to share from the Teams Share Content window always make sure that you toggle Include Computer Sound to be on.

TeamsShareTrayComputerSound

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I can’t hear my remote students AND/OR we can’t hear the [YouTube clip, video clip, mp3, etc.].

Nearly every classroom is equipped with speakers whose volume can be controlled directly from Windows.

Speakers

In some cases the speakers are powered by an amplifier. These are generally located under the desk. This is one of the most common amplifiers. It needs to be turned on by pressing the Power button. It needs to have the correct Source selected. And the Volume should always be raised gradually from 0 (Generally rotated to around 7 o’clock).

AmplifierKnob

In most rooms that feature an amplifier you will find a sheet like the following that explains which source to use.

SourceSheetRevised2

In some rooms with older amplifiers the sources have been tagged directly on the amplifier.

If you are unable to get the speakers to work please call the Front Office.

In the meantime, you should be able to set your Windows speaker output to Speakers/Headphones in order to use the speaker built into the computer. Less than ideal but better than nothing. Please change it back to the original setting when you are finished.

SpeakerSetup

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