Detailed Information
Mezzanine App
Issue: Unable to Connect to Mezzanine
In order to establish a connection to the Mezzanine with the Mezzanine App, the app needs to be running on a device on a network that can reach the Mezzanine hostname/IP address. In some cases, users may need to connect to a specific wifi network or VPN to establish this connection, depending on the local network setup. To troubleshoot these issues, follow these guidelines.
- Make sure you are entering the Hostname or IP Address shown in the top left corner of the primary Mezzanine display surface when connecting with the Mezzanine App. If this fails, you can test navigating to the same hostname or IP Address in a browser window. If this also fails, either the Mezzanine network settings have changed, or the client device is not on the same network as the Mezzanine.
- If the connection issue persists, confirm the public IP address of the Mezzanine by rebooting the system. During the Mezzanine bootup sequence, there will be two IP Addresses displayed on screen: a private IP(in most cases a 172.28.0.X address) and a public IP. After the reboot completes, attempt connecting again with the App.
- If still unable to connect via either the App or a browser window, the next step will be to manually connect to the Mezzanine Private Network to access the Admin Panel and confirm the network settings. In this scenario, please contact Oblong Client Support for assistance.
Issue: Unable to Livestream to the Mezzanine
If you are encountering any issues with livestreaming or screencasting to the Mezzanine system via the Mezzanine App, please follow these guidelines.
- First, determine if the user reporting streaming issues is using Application Sharing Mode or Entire Desktop Sharing Mode. For any issues encountered in Application mode, have the user test again using Entire Desktop mode. Even if this is not an acceptable workaround, knowing if this test succeeds can be valuable for further troubleshooting.
- If the Mezzanine App stream fails with an error message after a few seconds, regardless of which sharing mode is selected, first make sure the latest version of the Mezzanine App is in use by downloading the most recent release from https://www.oblong.com/download. If possible, you should also confirm if the streaming issues are repeatable on other laptops or devices, or if the issue is unique to a specific device.
- If the behavior effects all devices and the App is already up to date, please submit a ticket to Oblong Client Support for further network and firewall troubleshooting.
Infopresence(Mezz-to-Mezz)
Issue: Mezzanine unable to control/dial the Video Teleconference device
When inviting or accepting an invite from another Mezzanine to an Infopresence session, if your system successfully joins the shared workspace but the Video Teleconference unit does not dial the other room(s), this would indicate an issue with the Video Teleconference integration. Please follow these guidelines.
- Access the Mezzanine Admin Panel, then navigate to the Infopresence tab.
- Scroll down to the Video Conference Device section. In most cases, SSH control will be in use. As this requires credentialed access to the Video Conference device, start by checking the IP address information of the VC is correct, and retype the administrative credentials in the corresponding fields. Then click 'Save', and restart the Mezzanine.
- If dialing issues persist, please contact your VC device vendor/administrator and Oblong Client Support so we can coordinate a time to investigate further.
Issue: Appearing Offline to other Mezzanines
If your Mezzanine is appearing as offline to other Mezzanines on your network, this can sometimes result from a recent Mezzanine network configuration change. To rule this out, log in to the Mezzanine Admin Panel, navigate to the 'Certificate' tab. Then click 'Use a new Oblong Certificate', and on the following page click 'Update'. Reboot your Mezzanine and check the Infopresence menu again. If the Mezzanine is still appearing as offline, please contact Oblong Client Support for further assistance with troubleshooting the Infopresence network.