Using your Board's Settings menu, you can find information on:

  • Media statistics

  • Networking diagnostics

  • Cisco Webex Services status

  • Issues and Logs

For more on how to contact Cisco Support, see Contact Support.

Open the Settings menu and find basic details

Your Board's Settings menu is the place to find basic details such as the Board model or the RoomOS version it is using.

1

To open the Settings menu, swipe from the right side of the screen or tap the button.Then tap Device Settings.

2

Tap About this device to find information on the model of the board, serial number, and software version.

Check network connections

The Network connection screen shows you details like your Board's ethernet or Wi-Fi settings.

1

Open your Board's Settings menu.

2

Scroll to and tap Network connection.

Check services

Check the Issues and diagnostics screen to make sure that basic services are working.

To check the current state of Cisco Webex and see if there are any ongoing issues, go to https://status.webex.com.

1

Open your Board's Settings menu.

2

Tap Issues and diagnostics.

3

Check your Webex connection details and perform a Webex connectivity test.

4

If green check marks do not appear beside any of these items, services are not working properly. If so, contact Cisco Support. See Contact Support.

Upload logs

On the Issues and diagnostics screen you can upload logs to the Cisco Webex Cloud if requested by your Cisco TAC engineer. These logs can be used to help diagnose and fix any issues occurring on your device. You can also enable extended logging. Extended logging gathers information which can help with any media quality issues that are occurring during calls or wireless presentations.

You can also check your Webex connection details and perform a Webex connectivity test.

1

Open your Board's Settings menu.

2

Tap Issues and diagnostics.

If there is a problem with ultrasound interference, a warning appears at the top of the Issues and diagnostics screen. Ultrasound interference occurs when there is another device in the room generating another ultrasound signal. This signal can interfere with the ultrasound your board sends out to detect any Cisco Webex apps in the room.
3

Toggle on Extended logging. The collected information is stored with the other logs and can be sent to the Cisco Webex Cloud by carrying out the next step.

4

Tap Sends logs to upload your device's logs to the Cisco Webex Cloud.

5

Copy the log ID which appears when the logs have uploaded. Provide it to your administrator or TAC engineer so that these logs can be identified and downloaded.

Check call quality

If you're experiencing call quality issues, check the Media screen for audio and video stream statistics. This information allows you to see if packet loss is occurring during your calls.

1

During a call, open the Board's Settings menu.

2

Tap Issues and Diagnostics. Then scroll to and tap Call Information.

3

The Media screen only shows information for the active speaker.

Camera is not working properly

You can check that your Board's camera is working properly with the selfview. The selfview allows you to see the video that your camera is sending to other meeting participants.

You can also use Best Overview diagnostics. These diagnostics show you the complete image as seen by the full frame camera sensor. You can check that faces are being detected and also the area which the camera crops when focusing on a particular speaker. Faces are detected with these color-coded squares:

Table 1. Best Overview color-coded squares

Type

Description

Clearly detecting a face.

Detecting a face, but not clearly.

Failed to detect a face.

After appearing for a moment, the red square then disappears.

1

In the Settings menu, go to Issues and diagnostics and toggle on SpeakerTrack diagnostics.

2

Open your selfview and check the color-coded squares table above for a description of the squares you see there.

Reset to default settings

As a last resort, you can factory reset your Board to troubleshoot issues. This action clears all data and settings from the Board permanently.


When you return your Board to its default settings, you will lose your current registration. As a result, you need to get a new activation code to use the device. You cannot undo a factory reset.


In addition to the steps below, you can also factory reset your Board by pressing the reset pinhole. There is no confirmation message, and all data and settings are permanently cleared after the reset.

1

Open the Board's Settings menu.

2

Scroll to the bottom and tap Factory reset.