Huddly AS

Troubleshooting guide

Version #4 - 09/19

700 Support Created by Lene Walther Johnsen

First Line Support & Customer Relation Consultant

Table of contents

Support flow 2

1.0 Introduction 2 1.1 Connecting your Huddly camera 3

1.1.1 Connecting your camera to a USB 2.0 port 3 1.1.2 Camera plugged in but no image 3

1.2 The Huddly App 4 1.2.1 Huddly App installation 4

2.0 Troubleshooting 5 2.1 First troubleshooting steps 5 2.2 Cables 6

2.2.1 Which cable to use? 6 2.2.2 Can I use a USB-C to USB-C cable? 6 2.2.3 Can I use a third party USB-C connector cable? 7

2.3 USB ports 7 2.3.1 How do I know if my computer has a USB 3.0 certified port? 8

2.3.1.1 Windows 8 2.3.1.2 Mac OS X 10

2.3.2 Can I connect the huddly camera to a USB 3.1 certified port? 10 2.4 Software updates 11

2.4.1 Update camera or update app 11 2.4.2 How to check the camera software 12 2.4.3 Huddly App error message: Sorry, seems like we are stuck 13 2.4.4 Huddly App error message: Replug the included cable 14 2.4.5 Huddly App error message: Check your network 15

2.5 Video Client Applications (VCA) 16 2.5.1 Huddly camera does not work with video client application 16

2.6 Before contacting Tier 2 Support (Huddly Level 1 Support) 17 2.6.1 Huddly Log File 17

3.0 Return policy and procedures 18

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Support flow

When an end user has a request/inquiry, this is the flow of support:

● The Huddly FAQ page (support.huddly.com). This also doubles as a support guide as it contains information and troubleshooting help for resellers/distributors.

● End user contacts the reseller/distributor for Tier 1 support. ● If the issue is not resolved after Tier 1 troubleshooting, the reseller/distributor contacts

Huddly for Tier 2 support (Huddly Level 1 Support). Huddly will work with the reseller/distributor to resolve the end user’s issue.

● If it requires further help, the case will be escalated to Tier 3 support with Huddly Level 2 Support. At this point it will be determined if the issue is a software issue that will be solved with a future update (resolving in a Feature Request or a Bug Fix), or a technical issue that requires an RMA. For more details on RMAs, please see point 3.0.

1.0 Introduction This document is a basic troubleshooting guide made for Huddly Partners for the Huddly products, and will have links to certain FAQ articles on Huddly’s Support pages (http://support.huddly.com) with information and troubleshooting help that you can always refer to when helping a customer. Point 1.0 is an introduction to how to use the Huddly camera, and the troubleshooting help starts with point 2.0. Huddly cameras are plug-and-play cameras. You connect the camera to your device, and it is ready to go. You use the Huddly App to control the features of the camera, such as pan/tilt/zoom and the Genius Framing feature on the Huddly IQ.

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1.1 Connecting your Huddly camera Connecting your Huddly camera to your device could not be easier. Just plug the included USB-C cable into your device and connect it to a USB 3.0 certified port and you are good to go! Make sure the right cable is used. For more information on what cables you can use, click here.

1.1.1 Connecting your camera to a USB 2.0 port Here is the link to the full FAQ. The Huddly GO is USB 2.0 compatible and will show constant light that should be visible when plugged-in, and should be properly operational. Huddly IQ is not yet fully compatible with USB 2.0 port, but works perfectly with a USB 3.0 & 3.1 certified port. In a recent software update (v.1.3.1), Huddly IQ can be used with USB 2.0 in combination with Crestron Mercury. For more information about the correct setup, please see this FAQ.

1.1.2 Camera plugged in but no image On rare occasions, it might happen that despite having the correct cables and having them correctly connected to the USB ports, the camera screen is active but no image is displayed. The camera might work with third-party cables, but as there is such a high number of extenders and cable brands out there, we cannot guarantee that the Huddly camera works perfectly with all of them. For more information on third-party hubs and cables that are certified to work with Huddly, please see this FAQ. General note: Windows and Mac OS X does not allow you to have several video streaming applications running simultaneously. Therefore, please close all open or in use video programs, restart or refresh the program you want to use. Please be aware that you need to open a camera or video conference application to actually use the Huddly camera. The Huddly App is not a video conference tool. The first time any device is plugged into your Windows device it will automatically try to search and install new or additional drivers. The time varies for each device and internet connection, give it some time and try again. Make sure that you have connected the cable correctly to the correct port and no interference between video conference tools. If you still encounter the same situation, please contact support for further assistance.

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1.2 The Huddly App The Huddly App is used to update the software on the camera itself, and is needed to have access to the latest features that are being introduced, such as enabling Genius Framing. Other features such as pan/tilt/zoom (PTZ) and Dynamic Light Optimization can easily be adjusted through the app. The best part is, the Huddly camera has no moving parts. We recommend installing the app where Huddly Vision Software© updates are performed on a regular basis to always keep you up-to-date and on the go. Our team constantly work to give you the most high-end video communication like no other and the best user experience. Please note, the Huddly App does not show a preview of the video. The video will be shown in your chosen video client application.

● We also recommend subscribing to our Software Releases page, where we publish the latest release notes as soon as a new app or camera software version is available.

1.2.1 Huddly App installation The process is identical for Windows and Mac OS machines. For illustrations of each step, please see the FAQ. Please take note: It might happen on rare occasions that your browser does not recognize your system and you would have to choose manually. The view might slightly differ depending on the operating system but the steps remain identical.

1. Go to our download the app page. 2. Your browser will automatically propose the download link accordingly. 3. You will be prompted with the Huddly Privacy Policy upon download. By clicking Accept

and download, you indicate that you have read, understood and agreed to the Huddly policy.

4. The file will now be downloaded, double-check to get started and move to applications. 5. The application will now be installed on your device. Please follow the camera setup

instructions. 6. Please make sure that your Huddly camera is connected and try the app. 7. Turn on Genius Framing. 8. Built-in microphone for Huddly IQ only. 9. Turn on automatic updates to constantly receive the latest feature of your Huddly

camera. 10. Open the app and enjoy!

NB: The Huddly App will NOT show a preview of the video after the initial installation.

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2.0 Troubleshooting This part of the document contains information and certain FAQs for the most common issues users might face. When troubleshooting, please make sure the user is testing with the provided Huddly cable. The camera might work with other cables, but if the camera is experiencing an issue, always ask the user to test with the provided Huddly cable to rule out cable issues.

2.1 First troubleshooting steps Initial troubleshooting consists of checking the following things:

● Is the customer using the provided Huddly cable? ○ If not, please test with the Huddly cable. Third-party cables are sometimes the

issue. ○ For more help on cables, please see point 2.2.

● Is the camera plugged in to the correct USB port?

○ Sometimes there are only certain USB ports that will work with the camera. Please ask the customer to test different USB ports.

○ For more help on USB ports, please see point 2.3.

● Is the camera software up to date? ○ You can check our Software Releases website for information about the latest

stable version. The customer should always aim to have the newest software version available on their camera.

○ For more help on software updates, please see point 2.4.

● Does the Huddly App show any error messages? ○ Please see point 2.4 for details about handling the different error messages.

● Is the camera working in different video client applications (VCAs?)

○ Please also have the customer check if the camera works on the camera app on their device and other VCAs, to rule out the different applications as the cause of the issue.

○ For more help on supported VCAs, please see point 2.5.

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2.2 Cables

2.2.1 Which cable to use? The Huddly cameras can be used in different scenarios and setups, depending on, one of these different cables might be needed. The Huddly camera is shipped in a box that includes a 0.6-meter cable, perfect for laptop scenarios. There are many different cable producers, with different qualities and variations. The USB-C cable that comes packaged with the Huddly products have been tested to ensure it functions optimally. Please take note, cables need to be used in proper conditions, no knots, not exposed to heating sources and no weight restraints on the cable. For all other cables, which have not been provided through an official Huddly reseller or have not been purchased through us, we can not guarantee an optimal functionality and Huddly will not provide any support on these. For distances above 2.0 meters, you would need an Active USB 3.0 cable, a cable which includes a chip to boost its performance. These cables, in general, are seen in Huddle room setups, fixed/stationary meeting rooms. These cables can be obtained through a Huddly reseller near you, or by contacting our sales team through the form in the top right-hand corner of our home page. The cable lengths we have available at the moment are 2-meter, 5-meter and 15-meter extender cables. You can order them from our Amazon page here.

2.2.2 Can I use a USB-C to USB-C cable? Huddly cameras includes a 0.6-meter USB 3.0 to USB-C cable, perfect for laptop scenarios. The cable that comes packaged with the Huddly camera has been fully tested to ensure high video quality experience. Huddly has USB-C to USB-C cables available, please contact Huddly through the same channels your order cameras through, to order this.

In the newer versions of Mac computers, USB-C and Thunderbolt 3 (USB-C) ports are most commonly available. Some Mac users prefer to use USB-C to USB-C cable when using the Huddly camera.

Image courtesy: Belkin USB-C to USB -C cable

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This cable type can be used and perhaps should work, however, there is no guarantee that you'll experience optimal functionality as it has not been fully tested yet. To use the cable provided, an adapter is required for old versions of Mac computers and Huddly will not provide any support for this.

2.2.3 Can I use a third party USB-C connector cable? Huddly cameras uses a USB-C cable. There are many different cable producers, with different qualities and variations that you can use. The Huddly USB-C connector cable that comes packaged with your Huddly camera has been tested to ensure it functions optimally. Please take note, cables need to be used in proper conditions, no knots, not exposed to heating sources and no weight restraints on the cable, for optimal use. For all other cables, which have not been provided through an official Huddly reseller, we cannot guarantee an optimal functionality and Huddly will not provide any support on these.

2.3 USB ports It is important to note that one of the most common situations users experience is that the Huddly camera has been plugged into the wrong USB port. Always ask the user to try unplugging the cable and replugging it, as well as connecting the camera to a different USB port, and making sure it is a USB 3.0 certified port.

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2.3.1 How do I know if my computer has a USB 3.0 certified port? Huddly GO works on both USB 2.0 and USB 3.0 certified ports, while Huddly IQ works on USB 3.0 certified ports only. The major difference between the two is the transfer rates, in which USB 3.0 is 10 times faster than USB 2.0. To understand more, please read the information below.

2.3.1.1 Windows

1. The SuperSpeed Logo. In general, computer manufacturers used this to differentiate between ports which is usually blue in color for USB 3.0. You can find the SS mark along with the USB port.

2. Device Manager. You can identify the USB port by checking the Universal Serial Bus controllers.

a. Right-click on the button and go to Device Manager. You can also type

Device Manager on as shown below.

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b. Go to Universal Serial Bus Controllers and check for USB Root Hub (USB 3.0). You can also see Huddly GO under Imaging Devices (as seen below).

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2.3.1.2 Mac OS X

In the search option, type in System Information or System Profiler to see what type of USB ports your MacOSX has. Refer to the image below.

Note: Having a USB 3.0 Root Hub does not guarantee that all USB ports on your computer are USB 3.0 certified. Most computers have both USB 2.0 and USB 3.0 ports. The images above indicates that the computer has USB 3.0. An alternative way to check is to look for a blue (Windows only) USB port and SS mark next to it - that means it's USB 3.0 certified. Click here to read more about connecting your camera to a USB 2.0 port.

2.3.2 Can I connect the huddly camera to a USB 3.1 certified port? Absolutely. The main difference between the USB 3.0 and USB 3.1 is the data transfer speeds. USB 3.0 is capable of transfer speeds up to 5Gbps, while USB 3.1 is up to 10Gbps. USB 3.1 (known as USB 3.1 Gen 2) is backward compatible with USB 2.0 and USB 3.0 (renamed as USB 3.1 Gen 1), which means your Huddly camera will still work properly.

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2.4 Software updates The Huddly software is constantly improving through software updates. These are accessed through the Huddly App. A prompt to update will automatically appear in the app, and it will tell you if the update is for the camera or the app itself.

2.4.1 Update camera or update app Your camera only gets better. Every time we release a new update, the Huddly App will notify you. Details about all new releases can be found on our Software Releases page. It's easy to keep the camera up-to-date with the latest features that improve image quality and functionality. The notification will prompt automatically, and tell you if it is for the Huddly App or for the camera software. If you have updates for both the app and the software prompting at the same time, we recommend letting the app update complete fully before initiating the software update for the best result.

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2.4.2 How to check the camera software Huddly performs regular updates to our Huddly Vision Software© to give you the best-in-class user experience. To check the current app version and software installed, please follow the steps below. Requirements:

● Huddly camera ● Huddly application

1. Make sure that your camera is plugged in. By default, the app looks like this.

2. Click on the settings gear icon found on the upper left-hand side of the application to

view the app version and the camera software. NB: Keep an eye on the latest updates.

3. Done. We recommend that you regularly update to the latest version to constantly enjoy

new cutting-edge features.

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2.4.3 Huddly App error message: Sorry, seems like we are stuck If you are trying to upgrade your Huddly App, but the upgrades takes too long, you will get this error message:

If you encounter this problem, please look into the following:

● Press Restart upgrade button in the app. If the issue persists, follow the next points. ● Try to unplug the cable and replug it into a different USB port, and restart the upgrade. ● The Huddly GO is compatible with USB 2.0, the Huddly IQ is only compatible with USB

3.0. Please make sure you are using a USB 3 port for the Huddly IQ. ○ How do I know if my computer has a USB 3.0 certified port?

● Make sure you do not have too many other programs running. Please close all video client applications in use.

● If the above steps did not work, quit the Huddly app and reopen it to restart the upgrade.

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2.4.4 Huddly App error message: Replug the included cable

If you are trying to control your camera in the Huddly App, and get this error message, please try to unplug and replug the cable and restart the app.

Possible reasons for this error message:

● Try to replug the cable into a different USB port and try again. ● The Huddly GO is compatible with USB 2.0, the Huddly IQ is only compatible with USB

3.0. Please make sure you are using a USB 3 port for the Huddly IQ. ○ How do I know if my computer has a USB 3.0 certified port?

● Please close all video client applications in use, as this may be the reason the app is experiencing issues.

Other possible related problems:

● If you are not using the provided Huddly cable, the cable you are using might not be sufficient for the camera. Please see this FAQ for a list of third-party hubs and cables that have been certified to work with Huddly.

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2.4.5 Huddly App error message: Check your network

If you are trying to upgrade your Huddly App, but the upgrade fails because of a network issue, you will get this error message:

Possible reasons for this error message:

● You have a firewall that is blocking the Huddly App's access to download and upgrade. Please check your network/firewall settings, and make sure the Huddly App has been validated/given access. Try again.

● Check your internet connection/network settings and try again.

If you are still experiencing problems with the Huddly App and need help with troubleshooting, please contact the reseller/distributor you purchased your camera from.

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2.5 Video Client Applications (VCA) If a user is experiencing issues with their Huddly camera, please check that the camera works in multiple VCAs. For a list of compatible VCAs with instructions on how to use the Huddly camera with the user’s chosen VCA, please see this FAQ.

2.5.1 Huddly camera does not work with video client application If you are experiencing issues with your Huddly camera as the main camera using your preferred video client application, please check the following:

● Make sure you are using a USB-C connector cable.The Huddly USB-C connector cable that comes packaged with the Huddly camera has been tested to ensure it functions optimally.

● Please check that you have the latest software of the Huddly camera and the Huddly app.

● Ensure that your preferred video client application has the latest software version.

NB: Sometimes, the cable may not be plugged in properly, try to unplug/replug and restart your computer.

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2.6 Before contacting Tier 2 Support (Huddly Level 1 Support) Before contacting Tier 2 Support (Huddly Level 1 Support) for further assistance, please ask your customer to restart their device, and try connecting the camera to a different device.

● If the camera works after a reboot of their device, no further troubleshooting is required. ● If the camera works on a different device, the original device being used will most likely

be the cause, not the Huddly camera. ● Make sure to have the following details available for when you contact Huddly:

○ Camera serial number. ○ What software version and app version the customer is using. ○ The customer’s setup (device operating system and version,

hubs/docks/extenders being used, Huddly cable being used?). ○ Information about which VCAs the camera is recognized and works in. ○ If they have tested different USB ports and different devices. ○ The Huddly Log File.

2.6.1 Huddly Log File In preparation for contacting Huddly, please also have the customer extract the Huddly Log File that you can attach to the email. For a guide with images on how to obtain the log file, please see this FAQ on our Support page. For Windows machines, these are the steps you need to take in order to obtain it:

1. Click Start and type “run” (without quotation). Alternatively, you can also use the shortcut

command + R. 2. Type “%appdata%” (without quotation) and press enter. 3. In the AppData window, look for the Huddly folder and double-click on the Huddly.txt file.

Save the file and attach it in the email. For Mac OS, these are the steps you need to take in order to obtain the Huddly Log File:

1. Go to Finder. 2. Click on GO or IQ and click Go to Folder. 3. Type the following command “~/Library/Application Support/Huddly” (without quotation).

Click Go. 4. Double click the Huddly.log folder, save the file and attach it in the email.

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3.0 Return policy and procedures Huddly has a standard warranty of 24 months*. For full details of your warranty, please see your signed agreement with Huddly*/**. If an end user has a camera that, through extensive troubleshooting, needs to be replaced and is under warranty, the following procedure shall be followed:

1. Contact Huddly for advanced troubleshooting. 2. Huddly determines if the product needs to be replaced. 3. End user gives faulty product to you. 4. You give end user new product from your stock. 5. Huddly determines if the product is to be a) returned, or; b) scrapped.

a. If the camera is to be returned, you will receive an RMA number from Huddly to place on the package that you are to return to Huddly’s Return Center with prepaid shipping charges (as per the signed agreement).

b. If the camera is to be scrapped, you will scrap the camera on your end and provide visual evidence to Huddly of this when it is done.

6. Once the faulty product is a) returned to Huddly’s Return Center, or; b) scrapped and visual evidence has been received at Huddly, Huddly will (according to the signed agreement**) either send a credit note for the replacement product in point 4, or send a replacement product directly to you.

*24 months from the date the camera is scanned for outgoing delivery from Huddly’s warehouse. Please see your signed agreement with Huddly for details on potential extensions of warranty. ** The signed agreement will have details of Incoterms to be used.

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