Troubleshooting issues with <var class="keyword">
<div style="display: inline;">
RingCentral
</div></var> Rooms
===============================================================================================================

Follow the steps below to troubleshoot known issues with <var class="keyword">
<div style="display: inline;">
RingCentral
</div></var> Rooms.

Room loses network connection
-----------------------------

If the Rooms system or controller loses its network connection, you'll see an error message on the TV display and controller. If you experience poor audio or video quality, a popup will let you know if it's due to the presenter's or viewer's network connection.

Once the connection is restored, both devices will automatically reconnect and be ready for use.

If the network connection is lost during a meeting:

* When the Rooms system disconnects, the room will automatically leave the meeting.
* When only the controller disconnects, the meeting will continue, but you won't be able to control it until the controller reconnects. Once the network is restored, the controller will automatically pair with the system again.

**Platform affected**: Android Rooms, Windows Rooms

Webinar panelist meetings can be booked at the same time as other meetings
--------------------------------------------------------------------------

When the webinar host [invites a panelist by email using Microsoft Office 365](https://support.ringcentral.com/article-v2/Set-Up-Office-365-Calendar-with-RingCentral-Rooms.html?brand=RC_US&product=RingCentral_Rooms&language=en_US ""), existing meetings won't show on the calendar, and the room can be double booked.

To prevent this, the webinar host should make sure that no other meetings are booked at the scheduled time.

**Platform Affected**: Android Rooms, Windows Rooms

RingCentral Rooms meeting status is incorrect
---------------------------------------------

If you modified, duplicated, declined, or canceled a meeting in Microsoft Office 365, but the meeting status didn't update, try re-syncing the connected calendar.

* Sign in to the [<var class="keyword">
  <div style="display: inline;">
  Admin Portal
  </div></var>](https://service.ringcentral.com "").
* Click the **Meetings** tab in the top menu.
* Click **Rooms** , then click **Calendars**.
* Click the three-dot **More** icon next to the calendar you want to update, then select *Sync calendar*.

If re-syncing doesn't work:

* Delete the Rooms calendar from the account and then reauthorize it.
* Reconnect the calendar to Rooms. For more information, visit [Integrating RingCentral Rooms with Microsoft Office 365](https://support.ringcentral.com/article-v2/Set-Up-Office-365-Calendar-with-RingCentral-Rooms.html?brand=RC_US&product=RingCentral_Rooms&language=en_US "").

**Platform Affected**: Android Rooms, Windows Rooms

The TV display doesn't show a pairing code
------------------------------------------

Rooms with a single TV display that is connected to the Polycom X70's HDMI 2 port will not show the pairing code. This is because the pairing code is only shown on a display connected to the HDMI 1 port.

To fix this, change the HDMI cable to HDMI 1.

**Platform Affected**: Android Rooms

**Hardware Affected**: Polycom X70

Logitech Meetup camera doesn't display smoothly
-----------------------------------------------

Logitech Meetup cameras may occasionally lag or freeze when a Logitech RoomMate device (with CallabOS 1.11.x or later) is connected to it.

To reduce lag, go to the camera's control settings and zoom the camera in.

**Platform Affected**: Android Rooms

**Hardware Affected**: Logitech RoomMate

Remote participants can hear an echo during phone calls on certain Aver devices
-------------------------------------------------------------------------------

If you're using an Aver VC520 Pro2 or Aver VB342 device, remote participants may hear an echo during phone calls.

To address this:

* Make sure that your system and Room kit meet the minimum requirements. To view a list of recommended devices for RingCentral Rooms, visit [RingCentral Rooms recommended setups](https://support.ringcentral.com/article-v2/RingCentral-Rooms-system-requirements.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=recommended_setups "").
* Try the [Remove echo feature](https://support.ringcentral.com/article-v2/Removing-background-noise-during-a-RingCentral-Rooms-meeting.html?brand=RingCentral&product=RingEX&language=en_US "") on the controller
* Make sure you've installed the latest version of Aver's PTZ software.

**Platform Affected**: Windows Rooms

**Hardware Affected**: Aver VC520 Pro2, Aver VB342

Rooms app may crash if the power cuts off during an update
----------------------------------------------------------

If the power cuts off while you're updating the app on an Android device, the app may become corrupted and won't run properly.

To fix this, reinstall the RingCentral Rooms app or factory reset the device.

**Platform Affected**: Android Rooms

Digital Signage can't play audio and video from Appspace
--------------------------------------------------------

If you set up digital signage with Appspace for Android Rooms, your TV display may not be able to play audio and video.

As a workaround, you can set up digital signage using a URL from a different source (such as YouTube or Vimeo), instead of the Appspace. To learn more, visit [Setting up digital signage using RingCentral Rooms](https://support.ringcentral.com/article-v2/Setting-up-Digital-Signage-using-RingCentral-Rooms.html?brand=RingCentral&product=RingEX&language=en_US "").

**Platform Affected**: Android Rooms

The Yealink controller couldn't update because of insufficient memory
---------------------------------------------------------------------

If a Yealink CTP18 or CTP20 controller doesn't have enough memory, the controller may not be able to update.

Resetting the device to factory settings can fix this problem temporarily. You can also upgrade to a device with more memory. To view a list of recommended devices for RingCentral Rooms, visit [RingCentral Rooms recommended setups](https://support.ringcentral.com/article-v2/RingCentral-Rooms-system-requirements.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=recommended_setups "").

To factory reset your controller using the web interface:

* Access the device's web interface by entering the device's IP address into a web browser in this format: https://xxx.xxx.xxx.xxx
* Sign in using the following credentials:
  * Username: admin
  * Password: 0000

* Click **System \> Backup and Restore \> Restore**.
* Click **Reset to Factory Settings** and then click **OK**.

To factory reset your controller on the device:

* Open settings using the sidebar menu.
* Tap **Settings**.
* Tap **System**.
* Enter the following admin password: 0000
* Tap **Reset to Factory** , then tap **OK**.

**Platform Affected**: Android Rooms

**Hardware Affected**: Yealink CTP18/CTP20 (8G RAM)

Rally Bar audio cuts out
------------------------

If the audio cuts out while you're using a Logitech Rally Bar or Rally Bar Mini, you may need to make the following updates:

* Update the Realtek audio drivers to the latest version.
* Update the Dell Optiplex BIOS to the latest stable version.
* Update the Logitech Rally Bar firmware to the latest stable version.
* Reboot your devices at least once a week.

**Platform affected**: Windows Rooms

**Hardware affected**: Logitech Rally Bar and Rally Bar Mini

Audio echo and incorrect active speaker detection during webinars
-----------------------------------------------------------------

During webinars in RingCentral Rooms, the following issues may occur:

* Remote panelists' audio and video may freeze or lag intermittently.
* Remote attendees may hear echo or feedback while in-room audio plays normally.
* The active speaker indicator may highlight the room instead of the remote speaker.
* Muting or unmuting the room may cause an echo.
* Echo cancellation may not fully resolve the problem.

To address this:

* Verify that your Room devices meet the [RingCentral Rooms system requirements](https://support.ringcentral.com/article-v2/RingCentral-Rooms-system-requirements.html?brand=RingCentral&product=RingEX&language=en_US&pills-nav=system_requirements "").
* Update your Rooms software to the latest version.
* Restart the Room system and connected devices before the webinar.

If the issue continues, contact [Support](https://support.ringcentral.com/contact-support.html "").

**Platform affected**: Android Rooms, Windows Rooms