Modena troubleshooting
Modena troubleshooting Modena troubleshooting
This article provides a list of the most common Modena issues and the solution to fix them.
Preliminary checks
Before browsing the troubleshooting tables below, please:
· Check that all cables are working and correctly connected to Modena. Double-check the cables with a direct connection to the peripheral (without Modena) for a comparative test. Check the connection without extenders, hubs or switches before adding them into the chain. Ethernet cables: CAT5 minimum, CAT5E or CAT6 recommended HDMI cables: 1.4 or higher USB cables: 2.0 or 3.0 depending on the connected device
· Check that the network and computer meet the minimum requirements. Please use the Modena Network Administrators Guide as a reference
· Check that Modena firmware and software are updated to the latest versions (see Modena release notes) · Check that the computer operating system, browsers, UC clients and device drivers (for the graphic video card,
audio interface, etc.) are updated to the latest versions
Networking
Issue
Reason
Solution
Product model
OS
Integrated AP of the Modena Hub+ is not working
Operation mode is not Small/Medium Room
Select Small/Medium Room Modena
operation mode
Hub+
All
Guests connected on the internal AP of Modena Hub+ cannot reach internet
WiFi Share mode configuration is not appropriate
Check the WiFi configuration
Modena Hub+
All
Cannot reach the configuration console
Some network ports are not open
Open the required network ports listed on the Network Administrator's Guide
All
All
https://support.biamp.com/Modena/Configuration/Modena_troubleshooting Updated: Thu, 29 Sep 2022 12:30:34 GMT Powered by
1
Browser raises a warning on connection
Automatic discovery is not showing any room
Automatic discovery is not showing any room
The browser doesn't trust the default Modena Hub HTTPS self signed certificate
Manually accept the
connection or upload a
All
custom HTTPS certificate
User device and Modena Hub are on different subnets
Perform a manual discovery using the magnifier icon on the app
All
Some network ports are not open
Open the required network ports listed on the Network Administrator's Guide
All
Windows, MacOS, Linux, Chrome OS
All
All
HDMI / USB connections
Issue
Reason
HDMI out is always black
HDMI failed to negotiate automatic resolution
HDMI out is always black
Modena Hub is in sleep mode
HDMI out is black during presentation
With some HDMI devices, the "hot plug" doesn't work
HDMI out is black during presentation
Default PC graphic card is not compatible
Solution
Product model
Set a manual HDMI resolution on Modena Hub. Start from the most common 1080p resolution which is widely accepted.
Modena Hub/Hub+
Disable Sleep mode on Modena Hub or connect to the room with the app or the browser
Modena Hub/Hub+
Reboot Modena
To automate the process, configure the Modena to automatically reboot on HDMI connections (from web admin -> HDMI page)
Modena Hub/Hub+
Right-click on the Modena app and start the app selecting the integrated Intel graphic card or disable All the incompatible graphic card from the Device Manager in Windows
OS
All
All
All
Windows, MacOS, Linux, Chrome OS
https://support.biamp.com/Modena/Configuration/Modena_troubleshooting Updated: Thu, 29 Sep 2022 12:30:34 GMT Powered by
2
HDMI audio out doesn't work as expected
USB camera is not recognized
A USB speaker is connected to Modena Hub
Select the HDMI audio out on the Modena configuration
Modena Hub/Hub+
All
Manually configure the
Camera is not streaming at 720p@30/25/20fps
camera settings, if one of these resolutions is available. Other resolutions
Modena Hub/Hub+
All
are not supported
Presentation
Issue
Presentation occasionally blinks, crashes, slows down or disconnects
Presentation doesn't start
Presentation doesn't start
Presentation has unexpected latency, stops/retries or hangs
Presentation has unexpected latency, stops/retries or hangs
Reason
On the host laptop, the Intel UHD 620 graphic chipset drivers are not updated
Screen recording is not allowed in MacOS privacy setting Some network ports are not open
Device CPU is in overload
Network has performances issues
Solution
Product model
In "Device Manager" ->
"Display adapters", check if
your system mounts an
Intel UHD 620 chipset.
In this case, the Intel
drivers needs to be
All
updated to the most recent
version, by using the the
PC own drivers update tool,
or directly from the Intel
website (recommended)
Authorize screen recording on MacOS
All
Open the required network ports listed on the Network All Administrator's Guide
Check the CPU usage
(should not exceed 75%);
try reducing the
All
presentation quality to 720p
on Windows and MacOS
Double check if the WiFi
signal and the bandwidth
match the Modena requirements. In case of a
All
UC call, double check the
internet bandwidth
OS
Windows
MacOS All Windows, MacOS All
https://support.biamp.com/Modena/Configuration/Modena_troubleshooting Updated: Thu, 29 Sep 2022 12:30:34 GMT Powered by
3
Presentation has unexpected latency, stops/retries or hangs
On mobiles the presentation can stop when the device goes on standby
Disable the standby or increase the standby time
All
Maximum allowed participants are less than expected on Modena Hub+
Integrated AP is configured on 2.4GHz band
Maximum allowed presenters are less than expected on Modena Hub+
HDMI output is 4K
A message from the app indicates that hardware acceleration cannot be used
An NVIDIA video card is in use in the system
Set the 5GHz WiFi band
Modena Hub+
When HDMI output device is 4K, the number of presenters is reduced. Check the Operation Modes specifications for reference
Hardware acceleration is not supported with NVIDIA GPUs. Right-click on the Modena app when launching it, to select a different card, if available. Or disable the hardware acceleration from the Modena app setting.
Modena Hub/Hub+
All
All All All
Windows
Wireless USB / audio-video
Issue
Cannot install the Modena drivers
Tablets and smartphones don't send audio
Personal devices (laptops, tablets, smartphones) don't playback audio
Reason
Solution
PC is running Windows 7
Windows 10 is required
Only Windows and MacOS computers send audio
Available audio outputs are: - Modena Hub/Hub+ HDMI and USB - Android TV equipped displays - Android mobiles in TV mode
If available, connect the mobile to Devio SCR25 or Ex-UBT using bluetooth
Product model Modena Hub/Hub+
All
All
OS Windows All
All
https://support.biamp.com/Modena/Configuration/Modena_troubleshooting Updated: Thu, 29 Sep 2022 12:30:34 GMT Powered by
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Wireless USB doesn't work correctly
Wireless USB doesn't work correctly
Drivers are not installed
For the desktop app: install the Modena virtual drivers from the desktop app (app menu -> Settings -> Drivers) For the browser app: install the standalone Browser Support Drivers
Modena Hub/Hub+
Modena Hub wasn't the last device in the boot sequence
Reboot Modena Hub, use the test buttons on Modena configuration USB page to check
To automate the process, set an additional boot delay time from the Modena web admin -> Advanced page
Modena Hub/Hub+
Wireless USB doesn't work correctly
AV peripherals hot plug doesn't work
Reboot Modena Hub
Modena Hub/Hub+
Wireless USB doesn't work correctly
Wireless USB doesn't work correctly
During Modena drivers installation one or more UC clients or browsers were running
AV peripherals are connected using a passive USB hub
Close all the UC clients and
the browsers, then uninstall and reinstall the Modena
All
drivers
Use an active USB hub with a dedicated power supply
Modena Hub/Hub+
Wireless USB doesn't work correctly
Modena audio devices are Select the Modena audio not selected on the UC client devices in the UC client
Modena Hub/Hub+
In the Teams client, the Modena drivers are visible but cannot be selected
During a call, the Modena drivers cannot be changed individually
Select the drivers before starting the call, or select the Modena audio device combination (mic+speakers) from the first box in the device settings
Modena Hub/Hub+
After the use of Modena wireless USB, local laptop speaker and microphone are not working anymore with my UC client
Most UC clients remember the last used devices and in case of a Modena session, the last devices are Modena devices
Revert the device selection to local devices on the UC client
Modena Hub/Hub+
All
Windows, MacOS Windows, MacOS MacOS Windows, MacOS
https://support.biamp.com/Modena/Configuration/Modena_troubleshooting Updated: Thu, 29 Sep 2022 12:30:34 GMT Powered by
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Wireless USB has unexpected latency, stops/retries or hangs
Device CPU is overloaded
Check the CPU usage (should not exceed All 75%)
Double check if the WiFi
Wireless USB has unexpected latency, stops/retries or hangs
Network has performances issue
signal and the bandwidth match the Modena requirements. In case of a UC call, double check the
All
internet bandwidth
Wireless audio quality is bad
The user is sharing the audio both from the browser and with the Modena drivers
Don't use the browser "share audio" feature when you present with the browser
Modena Hub/Hub+
Wireless audio quality The CPU or the GPU of the
is bad
PC are overloaded
Try to reduce the CPU and GPU load closing unnecessary applications. Reduce the presentation resolution from 1080p to 720p
Modena Hub/Hub+
Wireless audio quality is bad
The poor network performances are affecting the quality of the audio streaming
Double check if the WiFi signal and the bandwidth match the Modena requirements. In case of a UC call, double check the internet bandwidth
Modena Hub/Hub+
Wireless speaker doesn't work
Modena speaker is not selected at OS level
Select Modena speaker on the OS (system speaker tray icon/system speaker on status bar)
Modena Hub/Hub+
Wireless speaker doesn't work
Speaker level is too low
Increase speaker level on Modena USB configuration and on the OS
Modena Hub/Hub+
Wireless speaker doesn't work
System is configured to send audio only during presentation
Change the setting from the Modena web admin -> USB page
Modena Hub/Hub+
Audio goes to the wireless speaker when not presenting
System is configured to send audio also when not presenting
Change the setting from the Modena web admin -> USB page
Modena Hub/Hub+
Audio from multiple users goes to the wireless speaker
System is configured to send audio also when not presenting
Change the setting from the Modena web admin -> USB page
Modena Hub/Hub+
Windows, MacOS
All
Windows, MacOS
Windows, MacOS
Windows, MacOS
Windows, MacOS
Windows, MacOS Windows, MacOS
Windows, MacOS
Windows, MacOS
https://support.biamp.com/Modena/Configuration/Modena_troubleshooting Updated: Thu, 29 Sep 2022 12:30:34 GMT Powered by
6
Wireless camera shows a picture with a red cross
User hasn't started a session yet
Connect to the room
Wireless camera shows a black standby image with a broken connection between a laptop and a camera
User hasn't started a session yet
Connect to the room
Audio/video seems out of sync during a UC call
In average situation the lipsync is acceptable. The reason for abnormal lip-sync could be the point of evaluation, when the user looks at the laptop (T0) and not to the room display (T1)
Evaluate the lip-sync watching the room display
Wireless camera doesn't work on Zoom for MacOS
Installed version of Zoom doesn't work with virtual cameras
Update Zoom to a newer version (>5.1.1) (more information here)
Wireless camera doesn't work on Teams for MacOS
Installed version of Teams doesn't work with virtual cameras
Update Teams to a newer version (> 1.4.00.11161) (more information here)
Wireless camera doesn't work on Skype for MacOS
Installed version of Skype doesn't work with virtual cameras
Update Skype to a newer version (> 8.68) (more information here)
Modena Hub/Hub+
Modena Hub/Hub+
Modena Hub/Hub+
Modena Hub/Hub+
Modena Hub/Hub+
Modena Hub/Hub+
Windows, MacOS
Windows, MacOS
Windows, MacOS
MacOS
MacOS
MacOS
Firmware
Issue
Firmware package is rejected as "invalid"
Reason
The file name is not in the format "HHO_X.X.X.X.dat" (e.g. "HHO_4.0.8.0.dat").
Solution
Rename the file and try again
Product model
OS
All
All
https://support.biamp.com/Modena/Configuration/Modena_troubleshooting Updated: Thu, 29 Sep 2022 12:30:34 GMT Powered by
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