Troubleshooting

Use this Troubleshooting Guide to diagnose any technical problem you are having in the One Button Studio. Please consult this guide before contacting ICT.

You will know the 1BS is working properly when:

  • On entry to the studio the 1BS computer is showing the blue desktop with 3 points of instruction.
  • You insert the USB Flash Drive into the 1BS recording dock and
  • The studio lights turn on
  • The camera preview appears in the 1BS recording screen
  • When you press the silver button the software on the 1BS recording screen counts down from 5 to zero.
  • The Whiteboard is either showing the University pre-login page or is able to be woken up by hitting a key on the keyboard (near the dock and button) or by clicking the mouse.

If any of these events do not occur, consult this guide to see if a quick fix is available so  you can continue your session without further interruption.

The 1BS computer

The 1BS computer is not showing the blue desktop with 3 steps of instruction or the screen doesn't seem to be working or powered on - notify ICT (x1500)

The USB Flash Drive has been inserted into the 1BS recording dock but nothing happens, the lights don't turn on and nothing changes on the desktop - Try another USB flash drive. If your USB flash drive is USB 3 it may be incompatable. If it is a La Trobe issued 1BS "credit card" type flash drive turn it 180 degrees and insert it so that the gold pins on the stick face the central blue slot in the dock. If a change in USB flash drives does not work there may be a hardware issue with the USB dock notify ICT (x1500)

The USB Flash Drive has been inserted into the 1BS recording dock, the lights have turned on but the 1BS recording screen shows only a solid white rectangle on a blue background and no video preview - remove the USB Flash Drive and try again, if you get the same result call ICT (x1500) for a remote desktop reboot.

The USB Flash Drive has been inserted into the 1BS recording dock, the lights have turned on but the 1BS recording screen shows only a solid blue background and no video preview - remove the USB Flash Drive and try again, if you get the same result call ICT (x1500) for a remote desktop reboot.

The USB Flash Drive has been inserted into the 1BS recording dock, the lights have turned on and the 1BS recording screen is showing the video preview and states "Push Button to begin recording" but nothing happens when the button is pressed - remove the USB Flash Drive and try again, if you get the same result take note whether the silver button has a blue light around the bottom then contact ICT (x1500) to notify them of the issue. Note: If the button has a blue light at its base, press the button and press it down for a slightly longer amount of time (1-2 seconds). Note, there may be some latency at times between the pressing of the button and the starting of the recording (1-5 seconds) particularly if you are the first user of the day. If nothing has happened after 10 seconds then try again. If there is no blue hue at the base of the button after inserting the USB Flash Drive into the 1BS recording dock then contact ICT (x1500)

A mac mount volume window is displayed and you have to click ok before running 1BS - click ok and continue to use the 1BS. Please notify ICT via service now.

HELP - call ICT on x1500 if none of these answers solve your problem.

USB Flash Drive and 1BS recording dock

I plugged in the USB Flash Drive and the video preview did not appear on the 1BS recording monitor.

  • Check you have inserted the USB Flash Drive into the correct dock, the 1BS recording dock is on the right hand side of the console.
  • Check that your USB Flash Drive isn't defective by trying it in another computer device like the whiteboard for example. Also try another USB Flash Drive in the 1BS recording dock.
  • Check that your USB Flash Drive is not USB 3. There are known issues with USB 3 compatability, USB 2 Flash Drive is recommended.
  • If your USB Flash Drive is a La Trobe issued "credit card" style turn it around 180 degrees so the gold pins are facing the blue slot in the centre of the dock.

I plugged in the USB Flash Drive and I received the error message "Flash drive not formatted correctly."

  • Make sure your USB Flash Drive is correctly formatted to FAT32 - consult the user guide - under Preparation for further information.
  • Note: SD cards with adapters and novelty flash drives or external hard drives do not work in most instances.

I plugged in the USB Flash Drive and I received the error message "Not enough space on flash drive."

  • This error will appear when there is less than 500MB of free space on the Flash Drive. Users should use a Flash Drive that either a) has more than 500 MB free or is b) bigger than 500 MB in total size when working with the One Button Studio.

I have completed my recording but there is no video on my USB Flash Drive or the video is incomplete or corrupt.

  • The USB Flash Drive may have been removed from the dock before the writing process was completed.
  • Check the USB Flash drive is working properly.
  • Check the USB Flash Drive has minimum 500mb available which can record approximately 25 minutes of video.

If you have recorded a video and for some reason the video has not written to your USB Flash Drive or the video is corrupted i.e there is an mp4 file on the USB Flash Drive but it can't be played back by VLC player you can contact 1bs@latrobe.edu.au who will be check to see if the file can be recovered from the 1BS hard disc.

HELP - call ICT on x1500 if none of these answers solve your problem.

The studio lights

I inserted the USB Flash Drive and the studio lights did not turn on - if the 1BS recording seems to be working otherwise contact ICT (x1500). If not refer to the troubleshooting guide on this page under the heading "USB Flash Drive and 1BS recording dock."

The 1BS recording computer is working correctly, I inserted the USB Flash Drive into the 1BS recording dock and the video preview appeared but the lights did not come on - try removing and reinserting the USB Flash Drive again, if it continues to fail, call ICT.

The 1BS recording computer is working correctly, I inserted the USB Flash Drive into the 1BS recording dock and the video preview appeared and I completed my recording. After I removed the USB Flash Drive the lights did not turn off - The studio lights are low powered LED's so it is safe if they remain on. You can leave the studio with the studio lights still on but please notify ICT of the situation.

HELP - call ICT on x1500 if none of these answers solve your problem.

The Button

The USB Flash Drive has been inserted, the studio lights and video preview turn on and the screen states "Push Button to begin recording" but when I press the button there is no countdown or beginning to the recording - Check if the blue button light at the base of the button is glowing. If so, press the button and press it down for a slightly longer amount of time (1-2 seconds). Note, there may be some latency at times between the pressing of the button and the starting of the recording (1-5 seconds) particularly if you are the first user of the day. If nothing has happened after 10 seconds then try again. If there is no blue hue at the base of the button after inserting the USB Flash Drive into the 1BS recording dock then contact ICT (x1500)

HELP - call ICT on x1500 if none of these answers solve your problem.

Video recording and playback

I have completed my recording but there is no video on my USB Flash Drive or the video is incomplete or corrupt.

  • The USB Flash Drive may have been removed from the dock before the writing process was completed.
  • Check the USB Flash drive is working properly.
  • Check the USB Flash Drive has minimum 500mb available which can record approximately 25 minutes of video.

If you have recorded a video and for some reason the video has not written to your USB Flash Drive or the video is corrupted i.e there is an mp4 file on the USB Flash Drive but it can't be played back by VLC player you can contact ICT who will be check to see if the file can be recovered from the 1BS hard disc.

The video plays back with video and audio out of sync.

  • Use VLC player to playback the video file. Other players such as Windows Media Player are known to incorrectly manage the 1BS mp4 video file. VLC player is reliable.
  • It may also help to play the video off the desktop rather than off the USB Flash Drive itself as that may cause buffering issues.

During playback of the video I can't hear any audio.

  • Verify that the playback computer volume is audible. Test it by using YouTube or a similar platform for audio/video playback. If the sound is still not audible (and the volume is up on the media player or YouTube) check that your hardware is not muted and the audio volume is up.
  • Check that there is no audio or headphone cable connected to the headphone connector on your computer. If there is no audio on playback of the 1BS video file yet audio is audible from other videos then there may be a hardware issue within the 1BS in which case contact ICT (x1500)

The audio has a hissing sound or noise in the video or the sound quality is poor.

  • Note. There is going to be some level of "noise floor" on a 1BS recording due to the microphone being placed in the ceiling but this placement avoids other problems such as breakage and handling noise from incorrect placement of handheld or lapel mics.
  • If the audio is unusually quiet you may have to check that you are projecting your voice adequately, the 1BS audio is calibrated for a balanced handling of both loud and quiet speakers but if you are very soft you might need to speak up. Alternatively if you are extremely loud and the audio is distorted you might need to lower your voice.  Also make sure you are not standind in the centre of the 1BS too far away from the whiteboard as the microphone is directed towards speakers standing near the whiteboard. If there are hums or buzzes in the audio or you feel the audio is unreasonably quiet or distorted please refer to ICT (x1500)

HELP - call ICT on x1500 if none of these answers solve your problem.

The Whiteboard and Pens

I don't know how to sign in to the whiteboard - press ctrl+alt+del together and use your normal active directory to login.

I've pressed ctrl+alt+del but nothing happens - If you are seeing the login screen and the keyboard is wireless, turn it over and flick the switch to turn it off (wait 2 seconds) and then on again. If problem persists, contact ICT (x1500)

The whiteboard appears to be powered off or not working - tap a key on the keyboard or press the mouse to wake the whiteboard from standby mode. If whiteboard still does not wake then check the moon/power icon on the bottom left of the whiteboard to see if it is showing and orange light, press on if it is orange. If the whiteboard still does not wake or it doesn't seem to be powered on at all contact ICT (x1500).

The whiteboard is dark and won't come on when i tap a key on the keyboard and the login screen is on the monitor underneath the camera - if the whiteboard seems to be off press the crescent moon button on the front panel bottom left of the board, if nothing happens contact ICT (x1500) and they may need to power cycle the whiteboard.

The whiteboard is dark and so is the monitor underneath the camera - the PC may be shutdown, contact ICT (x1500)

I'm a student and I can't login to the whiteboard - press ctrl+alt+del together and use the students domain, students/your_user_name then password.

I don't know how to sign out of the whiteboard - you can either double click the "Sign out of this 1BS PC" icon on the desktop or click on start menu, go up to your username at the top, click to reveal the sign out option.

Another users login is open - please log them out and then log back in again with your own username and password.

I need to restart the 1BS whiteboard computer - if you need to restart the 1BS whiteboard for any reason you can do so by double clicking the "Restart this 1BS PC" icon on the desktop.

SMART Ink, the custom annotation software on the whiteboard has crashed - log out of the whiteboard and log in again, see if that rectifies the issue.

The whiteboard is flickering on the video preview on the top monitor - contact ICT (x1500) and notify them of the issue and they will reset the refresh rate (x1500)

Before or after logging in to the whiteboard it displays erratic colours and distorted lines - call ICT and they will reset the refresh rate (x1500)

Audio doesn't seem to be getting into the software applications on the whiteboard computer like Zoom, PowerPoint Mix or Echo360 - check the audio input setting on the software application and the whiteboard. Refer to the appropriate user guides for each software application to ensure audio input setttings are set up correctly. The whiteboard hardware mic settings need to be allocated to Shure XU2. ICT (x1500) can check this configuration for yourself by hovering the mouse over the speaker/audio icon at the bottom right of the whiteboard, the text SMART IFP-0: 100% will appear. Right click on the icon and go to "recording devices", under the Sound>Recording tab there should be a green tick box against Microphone 2-Shure Digital (Default Device) and when you speak loudly the green audio monitor level to the right should move up and down. If not, then it is likely the Microphone input is not set to the 2-Shure Digital as the default device, contact ICT (x1500) and request they reset it. If that is set correctly and you can see a record level or microphone input then the issue will be with allocating the correct settings within the specific audio application such as Echo360, Zoom, PowerPoint Mix. Please consult the user guide for each application to learn how to set this audio input allocation.

Audio doesn't seem to be playing back from the whiteboard - Hover the mouse over the speaker/audio icon at the bottom right of the whiteboard, the text SMART IFP-0: 100% will appear. Left click the mouse while placed on this icon and make sure the audio volume is up fully and the audio is not muted (this is standard window functionality). Right click on the same audio icon and go to "playback devices", under the Sound>Playback tab there should be a green tick box against Smart IFP-0 2-NVIDIA High Definition Audio (Default Device). Playback some audio from YouTube and the audio level meter should move up and down. If this playback device is not allocated as the default device then contact ICT (x1500) Also check that the +/- buttons on the whiteboard monitor itself (at the base, white tray on the bottom left) are not muted.

Whiteboard pens are missing or not working - if the pens are working on the whiteboard in SMART Ink but not in PowerPoint make sure PowerPoint is set to Primary Monitor in PowerPoint by clicking the Slide Show tab > setup > drop down to Primary Monitor. For other issues contact ICT (x1500)

HELP - call ICT on x1500 if none of these answers solve your problem.

The top monitor and video preview

The video preview looks out of focus on the top monitor - possibly another user has adjusted the focus ring on the video camera. If you feel confident with video cameras you can manually reset the focus ring which is the moveable ring on the lens at the front. Rotate it until text on the whiteboard is in focus.

The video preview is not well framed - possibly another user has adjusted the zoom or bracket on the camera. If you feel confident with video cameras you can manually reset the zoon ring which is the second moveable ring on the lens from the front. If the bracket has been adjusted ICT will need to reset that. Notify ICT and work as best as you can in the meantime with the most suitable frame.

The whiteboard is flickering on the video preview on the top monitor - contact ICT (x1500) and notify them of the issue.

The top monitor has no image/is not turned on - If the top monitor is showing no power or is in standby mode then contact ICT (x1500). Please note whether the 1BS recording computer is showing a video preview of the camera feed once the USB Flash Drive is inserted into the 1BS recording dock as the issues may be related.

HELP - call ICT on x1500 if none of these answers solve your problem.

The bottom monitor

I don't know how to sign in to the whiteboard - press ctrl+alt+del together and use your normal active directory to login.

I've pressed ctrl+alt+del but nothing happens - if the keyboard is wireless, turn it over and flick the switch to turn it off (wait 2 seconds) and then on again. If problem persists, contact ICT (x1500)

I'm a student and I can't login to the whiteboard - press ctrl+alt+del together and use the students domain, students/your_user_name then password.

I don't know how to sign out of the whiteboard - you can either double click the "Sign out of this 1BS PC" icon on the desktop or click on start menu, go up to your username at the top, click to reveal the sign out option.

Another users login is open - please log them out and then log back in again with your own username and password.

I need to restart the 1BS whiteboard computer - if you need to restart the 1BS whiteboard for any reason you can do so by double clicking the "Restart this 1BS PC" icon on the desktop.

The whiteboard appears to be powered off or not working - tap a key on the keyboard or press the mouse to wake the whiteboard from standby mode. If whiteboard still does not wake then check the moon/power icon on the bottom left of the whiteboard to see if it is showing and orange light, press on if it is orange. If the whiteboard still does not wake or it doesn't seem to be powered on at all contact ICT (x1500).

SMART Ink, the custom annotation software on the whiteboard has crashed - log out of the whiteboard and log in again, see if that rectifies the issue.

The whiteboard is flickering on the video preview on the top monitor - contact ICT (x1500) and notify them of the issue and they will reset the refresh rate (x1500)

Before or after logging in to the whiteboard it displays erratic colours and distorted lines - call ICT and they will reset the refresh rate (x1500)

Audio doesn't seem to be getting into the software applications on the whiteboard computer like Zoom, PowerPoint Mix or Echo360 - check the audio input setting on the software application and the whiteboard. Refer to the appropriate user guides for each software application to ensure audio input setttings are set up correctly. The whiteboard hardware mic settings need to be allocated to Shure XU2. ICT (x1500) can check this configuration for yourself by hovering the mouse over the speaker/audio icon at the bottom right of the whiteboard, the text SMART IFP-0: 100% will appear. Right click on the icon and go to "recording devices", under the Sound>Recording tab there should be a green tick box against Microphone 2-Shure Digital (Default Device) and when you speak loudly the green audio monitor level to the right should move up and down. If not, then it is likely the Microphone input is not set to the 2-Shure Digital as the default device, contact ICT (x1500) and request they reset it. If that is set correctly and you can see a record level or microphone input then the issue will be with allocating the correct settings within the specific audio application such as Echo360, Zoom, PowerPoint Mix. Please consult the user guide for each application to learn how to set this audio input allocation.

Audio doesn't seem to be playing back from the whiteboard - Hover the mouse over the speaker/audio icon at the bottom right of the whiteboard, the text SMART IFP-0: 100% will appear. Left click the mouse while placed on this icon and make sure the audio volume is up fully and the audio is not muted (this is standard window functionality). Right click on the same audio icon and go to "playback devices", under the Sound>Playback tab there should be a green tick box against Smart IFP-0 2-NVIDIA High Definition Audio (Default Device). Playback some audio from YouTube and the audio level meter should move up and down. If this playback device is not allocated as the default device then contact ICT (x1500) Also check that the +/- buttons on the whiteboard monitor itself (at the base, white tray on the bottom left) are not muted.

Whiteboard pens are missing or not working - if the pens are working on the whiteboard in SMART Ink but not in PowerPoint make sure PowerPoint is set to Primary Monitor in PowerPoint by clicking the Slide Show tab > setup > drop down to Primary Monitor. For other issues contact ICT (x1500)

The bottom monitor has no image/is not turned on - If the bottom monitor is showing no power or is in standby mode but not showing an extension of the windows desktop then contact ICT (x1500).

My presentation is not displaying on the bottom monitor - if the bottom monitor is powered on use win+p (windows key and p key together) to allocate the dual monitor to "extend" mode.

HELP - call ICT on x1500 if none of these answers solve your problem.

Who to contact

HELP - call ICT on x1500 if none of these answers solve your problem or lodge a ticket with ASK Services for Staff or Ask La Trobe