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8. Troubleshooting
Problem
Cause Solution
Base Unit does not start up correctly.
A USB stick, Click Share Button or
another USB device is connected to one
of its USB slots at start-up.
Remove the connec ted USB device and
restart the unit.
Base Unit software does not start up
correctly after software update
It seems to be in an endless loop during
startup
To recover, connect a keyboard to the
Base Unit. When the boot selection
menu com es up, p ress the arrow keys to
select a previous version of the software
and c onfirm by pressing Enter. Browse
to the Web interface and update the
software again to the latest version.
During start-up the Base Unit freezes
a few minutes displaying the m e ssage
“ata_id[…]: HDIO_GE T_ IDENT IFY failed
for …”.
This is a k nown issue.
• The freeze lasts maximum 2 or 3
minutes. The Base U nit starts up
normally.
• Upgrade the Base Unit to the latest
software version to fi x the problem.
Base Unit does not function prope rly.
The LAN IP address the B ase Unit
received from the DHCP server is in the
192.168.1.xxx range.
Disconnect the LAN cable.
In W indows XP, I c annot see the
ClickShare drive in the window “My
Computer”.
This problem might be caused by a
known is sue of Windows XP
You can find m o re details and
the appr opriate solution via link :
h
ttp://support.microsoft.com/kb/297694
ClickShare does not work on m y Mac ClickShare with softwa re version
01.01.00.0092 is not compatible with
MacBook with Retina display
This is a known issue. Upgrade the Base
Unit with the latest software version to fix
the problem.
ClickShare with software v ersion
01.01.00.0092 does not work on Mac’s of
which the resolution width is not dividab le
by 4.
This is a known issue. Upgrade the Base
Unit with the latest software version to fix
the problem.
Virtualisation software like Parallels When using a virtualisation software on
Mac OS/X like Parallels, there ar e two
possiblities:
1. The user can assign the USB port to
te host machine (OS/X). In that ca se,
Parallels content is treated like just
another application, in other words,
the users main display is screen
scraped and sho wn by ClickShare.
2. The user can assign the USB port to
the virtual machine (e.g. Windows).
In that case, the Windows desktop
will be screen scraped in nor mal
mode. When in Unity mode, there
is no Windows desktop. In that
case, it is better to use mo de (1) as
described above.
ClickShare does not recover after my
Mac goes into standby
Known issue on O S X Mountain Lion
(version 10.8.x). The ClickShare c lient
cannot reconnect to t he Button after
stanby.
•Nofix yet. Unplug and reconnect
the ClickShare B utton to recover.
• Upgrade the Base Unit to the latest
software version.
Boot time takes a very long time. Unit
seems not to react for several m inutes.
There is a known issue that c auses the
boot process to freeze for 2-3 m in.
• Just wait 2 or 3 minutes, the unit will
continue booting normally.
• Upgrade the Base Unit to the latest
software ver
sion.
Web Interface shows error in the
processes “
WiFi A ccess Point Daemon”
and/or “DHCP Server”
Configuration file is corrupted Browse to the Configuration tab on the
Web I nterfa
ce and press “Load Default
Settings”.
Connect a k
eyboard to the B ase Unit.
When the boot selection menu comes
up, press the arrow keys to select “Load
Defaul
t Settings” and confirm by pressing
Enter.
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