How To: Basic Troubleshooting Guide for Q-SYS Rooms at SHU

Q-SYS: Common Issues with Troubleshooting Steps 

PREAMBLE 

Roughly 40% of spaces with AV Technology at Sacred Heart contain Q-SYS - this number will continue to grow until all spaces are equipped with a Q-SYS ecosystem. To tell if the room is equipped with Q-SYS, there are a few different ways you can find out. 

The guaranteed easiest way to know a space is equipped with a Q-SYS Ecosystem, is if the "LAPTOP" connection utilizes a USB-C Cable. If there is a Single USB-C Cable, it is a Q-SYS room! 

OTHERWISE:

A Q-SYS Touch Panel will look like either of these two designs:

Uploaded Image (Thumbnail)

Uploaded image

**NOTE** All new Q-SYS upgrades will have the Red Background Touch Panel Design. Some spaces will still have the Blue Background as those are early

implementations.

If a source is not displayed in a Q-SYS Room, this image will display:

Uploaded Image (Thumbnail)

 

 

 

 

 

Laptop input not connecting to projector?  

  1. Check the devices “Display Settings” (Windows+P for PC, Screen Mirroring for Mac) – is the device outputting a display source?  Each Input icon on a Q-Sys touch panel has a green light indicating an active video source. If the green light is not lit, there is no video being read into the system. 

  1. Try the second USB-C Port on the device. The connection will not happen instantly, allow at least 30 seconds for the full connection to be made before trying a different port. 

  2.  Reboot the Laptop with the cable plugged in. We find that BYOD equipment that have been left "on" for extended periods of time, have a hard time connecting to our   systems. 

  3. If none of these step’s work. The immediate and default resolution is the AirMedia located in each SHU Classroom. Assist the client with getting set up on the AirMedia  

 

Room PC not displaying to projector? 

  1. Is the Room PC signed in? In certain situations (if PC is in "extend" mode), the Room PC will need to have a SHU Account logged onto it to have an image displayed to the projector.  

  1. Is the Room PC powered on? We sometimes find that the Room PC was somehow shut down. On each “Computer” icon on a Q-Sys touch panel, there is a green light indicated an active video source. If that light is not bright green, there is a likely chance the Room PC is off. 

  1. Room PC is on, still not displaying to projector? Check the HDMI cable going into the rear of the Room PC – is the cable plugged into the OUTPUT of the display? If it is not plugged into the output, swap it and check the Touch Panel to see if the icon has a lit indicator light. Check to see if the cable has any apparent issues. 

 

Audio Issues in Q-SYS Rooms:  

  1. No sound out of User Device/Room PC? First, check the output settings of the device, ensure that the output selected is “Echo Canceling Speakerphone”. It might be auto selected to “NV-21 HU” and that is incorrect.  

  1. No sound input on User Device/Room PC? Ensure that the audio input settings are set to “Echo Canceling Speakerphone”  

  1. Audio too quiet? Check the volume levels on the device (User device or Room PC) and check the volume on the Touch Panel. Is the volume fader all the way down, muted?  

  1. Is the audio crackling or sounding not good? Log a ticket with the SHU AV team 

**NOTE** Q-SYS rooms will have audio/video peripherals that are named by room. 

 

Camera Connectivity in Q-SYS Spaces:  

  1. A large percentage of Q-SYS spaces at SHU are equipped with a PTZ Camera that is controllable on the podium Touch Panel, and will connect with the single USB-C cable into a user device and/or Room PC. You can connect the camera by going into device settings and selecting the camera with the Room Number as the title.  

  1. If the camera is not moving when being controlled there is a chance that the camera could be in "Auto-Detect" mode, which will lock the camera controls, only allowing it to move when it senses movement/audio from a certain location. If the camera does not seem to be working in any capacity - Log a ticket to the AV Team **NOTE: Very few classrooms are equipped with "Auto-Detect" camera recall, only found in major spaces**

 

Touch Panel:  

  1. DO NOT REBOOT THE TOUCH PANEL: Some Q-SYS Touch Panels are hard mounted into the podiums. It is impossible to pull out the touch panel to “reboot” it. If the touch panel is somehow able to come off its surface mount, it has been broken. Some Q-SYS Touch Panels are mounted via a tabletop mount. These are removable, however, rebooting the touch panel is NOT a recommended troubleshooting step. 

  1. If a source is not displayed on the projector and the icon light is not lit on the touch panel - it is not a problem with the touch panel, it is a problem with the source 

  1. The touch panel is not what the sources are connected to. The touch panel does not connect to the Room PC or User Device. The Touch Panel is meant to control the room (System Power, Volume & Podium Mic Levels, Input Source selection, and Camera controls)  

  1. Contact Level 2 support or the SHU AV Team is the touch panel is unresponsive or if the screen has any other background design or logos display other than our standard TP design. 

  

Projector power issues?:  

  1. This is an issue that we have not faced (yet) – if this happens, manually turn the projector on. If a source is being displayed after manual power, leave it and log a ticket.  

  1. If the projector is powering on/off with the system and switching sources, but is not displaying a single source, the issue is with the source and not the projector.  

  2. If the projector itself is shutting off at random intervals, and any other lights then a blue light are shining. The issue is with the projector itself and the SHU AV Team should be contacted. 

 

 

The AV Department hopes that this basic troubleshooting guide has helped you get a better understanding of the common issues we face with our Q-SYS equipped spaces!

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