Related Manuals for Huddly IQ
Summary of Contents for Huddly IQ
- Page 1 Huddly AS Troubleshooting guide Version #4 - 09/19 700 Support Created by Lene Walther Johnsen First Line Support & Customer Relation Consultant...
-
Page 2: Table Of Contents
2.3.1 How do I know if my computer has a USB 3.0 certified port? 2.3.1.1 Windows 2.3.1.2 Mac OS X 2.3.2 Can I connect the huddly camera to a USB 3.1 certified port? 2.4 Software updates 2.4.1 Update camera or update app 2.4.2 How to check the camera software... -
Page 3: Support Flow
● If it requires further help, the case will be escalated to Tier 3 support with Huddly Level 2 Support. At this point it will be determined if the issue is a software issue that will be solved with a future update (resolving in a Feature Request or a Bug Fix), or a technical issue that requires an RMA. -
Page 4: Connecting Your Huddly Camera
Huddly I Q is not yet fully compatible with USB 2.0 port, but works perfectly with a USB 3.0 & 3.1 certified port. In a recent software update (v.1.3.1), Huddly I Q c an be used with USB 2.0 in combination with Crestron Mercury. -
Page 5: The Huddly App
Our team constantly work to give you the most high-end video communication like no other and the best user experience. Please note, the Huddly App does n ot show a preview of the video. The video will be shown in your chosen ... -
Page 6: Troubleshooting
When troubleshooting, p lease make sure the user is testing with the provided Huddly cable . The camera might work with other cables, but if the camera is experiencing an issue, always ask the user to test with the provided Huddly cable to rule out cable issues. 2.1 First troubleshooting steps Initial troubleshooting consists of checking the following things: ●... -
Page 7: Cables
There are many different cable producers, with different qualities and variations. The USB-C cable that comes packaged with the Huddly products have been tested to ensure it functions optimally. Please take note, cables need to be used in proper conditions, no knots, not exposed to heating sources and no weight restraints on the cable. -
Page 8: Can I Use A Third Party Usb-C Connector Cable
This cable type can be used and perhaps should work, however, there is no guarantee that you'll experience optimal functionality as it has not been fully tested yet. To use the cable provided, an adapter is required for old versions of Mac computers and Huddly will not provide any support for this. -
Page 9: How Do I Know If My Computer Has A Usb 3.0 Certified Port
2.3.1 How do I know if my computer has a USB 3.0 certified port? Huddly GO works on both USB 2.0 and USB 3.0 certified ports, while Huddly IQ works on USB 3.0 certified ports only. The major difference between the two is the transfer rates, in which USB 3.0 is 10 times faster than USB 2.0. - Page 10 Go to Universal Serial Bus Controllers and check for USB Root Hub (USB 3.0). You can also see Huddly GO under Imaging Devices (as seen below).
-
Page 11: Mac Os
USB 3.0 is capable of transfer speeds up to 5Gbps, while USB 3.1 is up to 10Gbps. USB 3.1 (known as USB 3.1 Gen 2) is backward compatible with USB 2.0 and USB 3.0 (renamed as USB 3.1 Gen 1), which means your Huddly camera will still work properly. -
Page 12: Software Updates
The Huddly software is constantly improving through software updates. These are accessed through the Huddly App. A prompt to update will automatically appear in the app, and it will tell you if the update is for the camera or the app itself. -
Page 13: How To Check The Camera Software
2.4.2 How to check the camera software Huddly performs regular updates to our Huddly Vision Software© to give you the best-in-class user experience. T o check the current app version and software installed , please follow the steps below. -
Page 14: Huddly App Error Message: Sorry, Seems Like We Are Stuck
USB 2.0 , the Huddly IQ is only compatible with USB 3.0. Please make sure you are using a USB 3 port for the Huddly IQ. ○ How do I know if my computer has a USB 3.0 certified port? ●... -
Page 15: Huddly App Error Message: Replug The Included Cable
Other possible related problems: ● If you are not using the provided Huddly cable, the cable you are using might not be sufficient for the camera. Please see t his FAQ... -
Page 16: Huddly App Error Message: Check Your Network
Please check your network/firewall settings, and make sure the Huddly App has been validated/given access. Try again. ● Check your internet connection/network settings and try again. If you are still experiencing problems with the Huddly App and need help with troubleshooting, please contact the reseller/distributor you purchased your camera from. -
Page 17: Video Client Applications (Vca)
If a user is experiencing issues with their Huddly camera, please check that the camera works in multiple VCAs. For a list of compatible VCAs with instructions on how to use the Huddly camera with the user’s chosen VCA, please see ... -
Page 18: Before Contacting Tier 2 Support (Huddly Level 1 Support)
3. In the AppData window, look for the Huddly folder and double-click on the Huddly.txt file. Save the file and attach it in the email. For Mac OS, these are the steps you need to take in order to obtain the Huddly Log File: 1. Go to Finder. -
Page 19: Return Policy And Procedures
Huddly of this when it is done. 6. Once the faulty product is a) returned to Huddly’s Return Center, or; b ) s crapped and visual evidence has been received at Huddly, Huddly will (according to the signed agreement**) either send a credit note for the replacement product in point 4, or send a replacement product directly to you.
Need help?
Do you have a question about the IQ and is the answer not in the manual?
Questions and answers