Closed Bug 848464 Opened 12 years ago Closed 12 years ago

CYA Screen Share Intermittent/ Intermittently Displays Source

Categories

(Infrastructure & Operations Graveyard :: Servicedesk, task)

Product:
Infrastructure & Operations Graveyard
Component:
Servicedesk
Platform:
x86
macOS
Type:
task
Priority:
Not set
Severity:
normal

Tracking

(Not tracked)

Status:
RESOLVED FIXED

People

(Reporter: jlabian, Assigned: jlabian)

References

Details

(Whiteboard: Purchased new transmitters)

When in Presentation and Vidyo, screen share for both HDMI front and rear works intermittently. The Vidyo box has already been swapped once before.
Office/Space: --- → mtv1 - Mountain View
Josh, I may be able to get in there early Friday morning to take a look. Can you book me time for 8AM? I know there are one or two other Bugzilla tickets for other rooms there so maybe I can knock them all out in one shot. Not sure about this screen sharing issue yet. It's definitely strange. I wonder if there is a setting in the Vidyo box itself, although I think Guillermo would probably know the answer to that better than me. Let me know about Friday. I can be on site from 8am-noon. Thanks
Assignee: desktop-support → jlabian
Room is booked from 1-4PM on Wed. March 13th.
DM Transmitters need to be repaired. Jared has sent them out and we should be receiving them in a couple of weeks.
Whiteboard: Transmitters being repaired; should expect it week of April 1'st
Lately, the left screen will only display intermittently, specifically through Vidyo. To resolve this, we restart the Vidyo box. This issue frequently arises. To test if the displays are working fine, we switched the outputs from the Vidyo box so the screens display what is usually the opposite image. We will monitor the screens to see if the issue recurs.
Summary: CYA Screen Share Intermittent → CYA Screen Share Intermittent/ Intermittently Displays Source
Whiteboard: Transmitters being repaired; should expect it week of April 1'st → Transmitters being repaired; should expect it week of April 1'st
Whiteboard: Transmitters being repaired; should expect it week of April 1'st → 1) Transmitters being repaired; should expect it week of April 1'st. 2) Monitor issue with screen not displaying both Vidyo inputs.
Hey Jared, after Joshua made the change on 3/29, we noticed the same issue occurring on 4/1. The screen share is still intermittent even after the switch.
Patrick, which of the two screens was not showing up? Left or right?
Hi Mark, Sorry for the late reply, but it was originally the left screen that intermittently would not show. After the switch, it became the right, but since then, there had only been one incident where the issue arose. Thanks, Josh
Hey Jared, Is it possible that we could have one of the extra transmitters that we purchased installed into CYA? At least with this, we can screen share from one of the inputs. Thanks, Josh
Hey Josh, The wiring and programming is different for the extra transmitters you bought. I think I can put them in but you won't have full functionality on the touch panel. Crestron called me and said they haven't been able to reproduce the issue we were seeing so they will send them back. Let me know what you want me to do. Should we just wait until these units get back to us? It should be any day now. Thanks, Jared
Thanks Josh. This is surprising. Because the problem followed the output of the source when you made the swap that indicates that the issue is actually not with the AV system but with the source itself. This is surprising because you said this Vidyo box has already been replaced. Are the two outputs on the Vidyo identical? Do they have the same resolution? Also, because I'm not very familiar with Vidyo, what is that second output used for when not showing computer content? And are you only seeing this problem when sharing content? Or does that second output fail other times as well? Thanks.
Jared- We can wait til they come back. Thanks! Mark- The Vidyo outputs are identical, have the same resolution, and are interchangeable. When in "Video Conference" mode, one screen will show the Vidyo Menu, and the other will have a Vidyo screensaver (floating Vidyo logo). When in a Vidyo conference, one screen will display the attendees while the other screen will show whoever is speaking, or content being shared. We've seen this issue occur during a regular Vidyo conference, and Vidyo conference where screen share is enabled. Thanks! -Josh
Blocks: 724003
Thank you Josh. So, just to be clear, before the swap it was always the left display that would blank out intermittently. And now after the swap it is always the right display, correct? Another clarification, when the outputs of the Vidyo were swapped it was AT the Vidyo that they were swapped, right? Not at the input of the switcher, or whatever they connect to, correct? Here's why I ask. If they were swapped at the Vidyo output and the problem moved from the left display to the right then the problem is almost definitely the source because we have swapped the entire video chain and the problem stayed with the output. However, if the swap was made at the other end of the cable (at a switcher input, for instance) then the problem could quite possibly be a bad cable or something similar. -Mark
Tim/Patrick noticed this issue happening again, but Jared was in here earlier and mentioned the room needs a new transmitter, he placed one on order, should arrive in 5 business days and Jared will install it once it arrives.
Guys, Crestron is sending back your original transmitters for laptop presentation. This is not related to the issue in this thread for the Vidyo unit. FYI. Thanks, Jared
The transmitters were returned and installed, and the issues are still present. Jared removed the switcher and Crestron will do an expedited repair. For the time being, the room will be completely down. Henry is working on the mobile Vidyo cart that we can temporarily place in the room.
Whiteboard: 1) Transmitters being repaired; should expect it week of April 1'st. 2) Monitor issue with screen not displaying both Vidyo inputs. → Switcher being repaired
Jared will be in on Friday May 24'th to re-install the switcher. Room is booked from 6-10AM.
The issue seems to be that the transmitters are receiving too much power. We have ordered new transmitters and hope to have them installed by Thursday, May 30'th.
Whiteboard: Switcher being repaired → Purchased new transmitters
Today I installed the two new DM Transmitters in the CYA Table. These have been set up to accept 720p only, because that is the only resolution that BOTH the Panasonic Plasma and the Vidyo content share input will accept, at least that is what they are reporting to DM-Tools as their EDID tables. Now, I don't know how the old transmitters were set up before, so I'm at a bit of a disadvantage here. It could have been just like this, or perhaps not. Currently, all video inputs work fine for presentation. For content sharing with Vidyo, all inputs worked fine with my laptop however on Josh's Mac only the VGA inputs were working. Is this typical? Is this an HDCP problem as we have seen with Cisco codecs? Again, I'm at a bit of a disadvantage. Jared and I should discuss when he is back next week.
Spoke with Jared, and in order to share over Vidyo with HDMI, you need to lower the resolution in the Display settings. Closing this out.
Status: NEW → RESOLVED
Closed: 12 years ago
Resolution: --- → FIXED
Product: mozilla.org → Infrastructure & Operations
Product: Infrastructure & Operations → Infrastructure & Operations Graveyard
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