Modena troubleshooting
This article provides a list of the most common Modena issues and the solution to fix them.
Preliminary checks
Before browsing the troubleshooting tables below, please:
- Check that all cables are working and correctly connected to Modena.
Double-check the cables with a direct connection to the peripheral (without Modena) for a comparative test.
Check the connection without extenders, hubs or switches before adding them into the chain.- Ethernet cables: CAT5 minimum, CAT5E or CAT6 recommended
- HDMI cables: 1.4 or higher
- USB cables: 2.0 or 3.0 depending on the connected device
- Check that the network and computer meet the minimum requirements. Please use the Modena Network Administrators Guide as a reference
- Check that Modena firmware and software are updated to the latest versions (see Modena release notes)
- Check that the computer operating system, browsers, UC clients and device drivers (for the graphic video card, audio interface, etc.) are updated to the latest versions
Networking
| Issue | Reason | Solution | Product model | OS |
|---|---|---|---|---|
| Integrated AP of the Modena Hub+ is not working | Operation mode is not Small/Medium Room | Select Small/Medium Room operation mode | Modena Hub+ | All |
| Guests connected on the internal AP of Modena Hub+ cannot reach internet | WiFi Share mode configuration is not appropriate | Check the WiFi configuration | Modena Hub+ | All |
| Cannot reach the configuration console | Some network ports are not open | Open the required network ports listed on the Network Administrator's Guide | All | All |
| Browser raises a warning on connection | The browser doesn’t trust the default Modena Hub HTTPS self signed certificate | Manually accept the connection or upload a custom HTTPS certificate | All | Windows, MacOS, Linux, Chrome OS |
| Automatic discovery is not showing any room | User device and Modena Hub are on different subnets | Perform a manual discovery using the magnifier icon on the app | All | All |
| Automatic discovery is not showing any room | Some network ports are not open | Open the required network ports listed on the Network Administrator's Guide | All | All |
HDMI / USB connections
| Issue | Reason | Solution | Product model | OS |
|---|---|---|---|---|
| HDMI out is always black | HDMI failed to negotiate automatic resolution | Set a manual HDMI resolution on Modena Hub. Start from the most common 1080p resolution which is widely accepted. | Modena Hub/Hub+ | All |
| HDMI out is always black | Modena Hub is in sleep mode | Disable Sleep mode on Modena Hub or connect to the room with the app or the browser | Modena Hub/Hub+ | All |
| HDMI out is black during presentation | With some HDMI devices, the "hot plug" doesn’t work | Reboot Modena To automate the process, configure the Modena to automatically reboot on HDMI connections (from web admin -> HDMI page) |
Modena Hub/Hub+ | All |
| HDMI out is black during presentation | Default PC graphic card is not compatible | Right-click on the Modena app and start the app selecting the integrated Intel graphic card or disable the incompatible graphic card from the Device Manager in Windows | All | Windows, MacOS, Linux, Chrome OS |
| HDMI audio out doesn't work as expected | A USB speaker is connected to Modena Hub | Select the HDMI audio out on the Modena configuration | Modena Hub/Hub+ | All |
| USB camera is not recognized | Camera is not streaming at 720p@30/25/20fps | Manually configure the camera settings, if one of these resolutions is available. Other resolutions are not supported | Modena Hub/Hub+ | All |
Presentation
| Issue | Reason | Solution | Product model | OS |
|---|---|---|---|---|
| Presentation occasionally blinks, crashes, slows down or disconnects | On the host laptop, the Intel UHD 620 graphic chipset drivers are not updated | In "Device Manager" -> "Display adapters", check if your system mounts an Intel UHD 620 chipset. In this case, the Intel drivers needs to be updated to the most recent version, by using the the PC own drivers update tool, or directly from the Intel website (recommended) |
All | Windows |
| Presentation doesn’t start | Screen recording is not allowed in MacOS privacy setting | Authorize screen recording on MacOS | All | MacOS |
| Presentation doesn’t start | Some network ports are not open | Open the required network ports listed on the Network Administrator's Guide | All | All |
| Presentation has unexpected latency, stops/retries or hangs | Device CPU is in overload | Check the CPU usage (should not exceed 75%); try reducing the presentation quality to 720p on Windows and MacOS | All | Windows, MacOS |
| Presentation has unexpected latency, stops/retries or hangs | Network has performances issues | Double check if the WiFi signal and the bandwidth match the Modena requirements. In case of a UC call, double check the internet bandwidth | All | All |
| Presentation has unexpected latency, stops/retries or hangs | On mobiles the presentation can stop when the device goes on standby | Disable the standby or increase the standby time | All | All |
| Maximum allowed participants are less than expected on Modena Hub+ | Integrated AP is configured on 2.4GHz band | Set the 5GHz WiFi band | Modena Hub+ | All |
| Maximum allowed presenters are less than expected on Modena Hub+ | HDMI output is 4K | When HDMI output device is 4K, the number of presenters is reduced. Check the Operation Modes specifications for reference | Modena Hub/Hub+ | All |
| A message from the app indicates that hardware acceleration cannot be used | An NVIDIA video card is in use in the system | Hardware acceleration is not supported with NVIDIA GPUs. Right-click on the Modena app when launching it, to select a different card, if available. Or disable the hardware acceleration from the Modena app setting. | All | Windows |
Wireless USB / audio-video
| Issue | Reason | Solution | Product model | OS |
|---|---|---|---|---|
| Cannot install the Modena drivers | PC is running Windows 7 | Windows 10 is required | Modena Hub/Hub+ | Windows |
| Tablets and smartphones don’t send audio | Only Windows and MacOS computers send audio | If available, connect the mobile to Devio SCR25 or Ex-UBT using bluetooth | All | All |
| Personal devices (laptops, tablets, smartphones) don’t playback audio | Available audio outputs are: - Modena Hub/Hub+ HDMI and USB - Android TV equipped displays - Android mobiles in TV mode |
All | All | |
| Wireless USB doesn’t work correctly | Drivers are not installed | For the desktop app: install the Modena virtual drivers from the desktop app (app menu -> Settings -> Drivers) For the browser app: install the standalone Browser Support Drivers |
Modena Hub/Hub+ | All |
| Wireless USB doesn’t work correctly | Modena Hub wasn’t the last device in the boot sequence | Reboot Modena Hub, use the test buttons on Modena configuration USB page to check To automate the process, set an additional boot delay time from the Modena web admin -> Advanced page |
Modena Hub/Hub+ | |
| Wireless USB doesn’t work correctly | AV peripherals hot plug doesn’t work | Reboot Modena Hub | Modena Hub/Hub+ | |
| Wireless USB doesn’t work correctly | During Modena drivers installation one or more UC clients or browsers were running | Close all the UC clients and the browsers, then uninstall and reinstall the Modena drivers | All | Windows, MacOS |
| Wireless USB doesn’t work correctly | AV peripherals are connected using a passive USB hub | Use an active USB hub with a dedicated power supply | Modena Hub/Hub+ | |
| Wireless USB doesn’t work correctly | Modena audio devices are not selected on the UC client | Select the Modena audio devices in the UC client | Modena Hub/Hub+ | Windows, MacOS |
| In the Teams client, the Modena drivers are visible but cannot be selected | During a call, the Modena drivers cannot be changed individually | Select the drivers before starting the call, or select the Modena audio device combination (mic+speakers) from the first box in the device settings | Modena Hub/Hub+ | MacOS |
| After the use of Modena wireless USB, local laptop speaker and microphone are not working anymore with my UC client | Most UC clients remember the last used devices and in case of a Modena session, the last devices are Modena devices | Revert the device selection to local devices on the UC client | Modena Hub/Hub+ | Windows, MacOS |
| Wireless USB has unexpected latency, stops/retries or hangs | Device CPU is overloaded | Check the CPU usage (should not exceed 75%) | All | Windows, MacOS |
| Wireless USB has unexpected latency, stops/retries or hangs | Network has performances issue | Double check if the WiFi signal and the bandwidth match the Modena requirements. In case of a UC call, double check the internet bandwidth | All | All |
| Wireless audio quality is bad | The user is sharing the audio both from the browser and with the Modena drivers | Don't use the browser "share audio" feature when you present with the browser | Modena Hub/Hub+ | Windows, MacOS |
| Wireless audio quality is bad | The CPU or the GPU of the PC are overloaded | Try to reduce the CPU and GPU load closing unnecessary applications. Reduce the presentation resolution from 1080p to 720p | Modena Hub/Hub+ | Windows, MacOS |
| Wireless audio quality is bad | The poor network performances are affecting the quality of the audio streaming | Double check if the WiFi signal and the bandwidth match the Modena requirements. In case of a UC call, double check the internet bandwidth | Modena Hub/Hub+ | Windows, MacOS |
| Wireless speaker doesn’t work | Modena speaker is not selected at OS level | Select Modena speaker on the OS (system speaker tray icon/system speaker on status bar) | Modena Hub/Hub+ | Windows, MacOS |
| Wireless speaker doesn’t work | Speaker level is too low | Increase speaker level on Modena USB configuration and on the OS | Modena Hub/Hub+ | Windows, MacOS |
| Wireless speaker doesn’t work | System is configured to send audio only during presentation | Change the setting from the Modena web admin -> USB page | Modena Hub/Hub+ | Windows, MacOS |
| Audio goes to the wireless speaker when not presenting | System is configured to send audio also when not presenting | Change the setting from the Modena web admin -> USB page | Modena Hub/Hub+ | Windows, MacOS |
| Audio from multiple users goes to the wireless speaker | System is configured to send audio also when not presenting | Change the setting from the Modena web admin -> USB page | Modena Hub/Hub+ | Windows, MacOS |
| Wireless camera shows a picture with a red cross | User hasn’t started a session yet | Connect to the room | Modena Hub/Hub+ | Windows, MacOS |
| Wireless camera shows a black standby image with a broken connection between a laptop and a camera | User hasn’t started a session yet | Connect to the room | Modena Hub/Hub+ | Windows, MacOS |
| Audio/video seems out of sync during a UC call | In average situation the lip-sync is acceptable. The reason for abnormal lip-sync could be the point of evaluation, when the user looks at the laptop (T0) and not to the room display (T1) | Evaluate the lip-sync watching the room display | Modena Hub/Hub+ | Windows, MacOS |
| Wireless camera doesn’t work on Zoom for MacOS | Installed version of Zoom doesn’t work with virtual cameras | Update Zoom to a newer version (>5.1.1) (more information here) |
Modena Hub/Hub+ | MacOS |
| Wireless camera doesn’t work on Teams for MacOS | Installed version of Teams doesn’t work with virtual cameras | Update Teams to a newer version (> 1.4.00.11161) (more information here) |
Modena Hub/Hub+ | MacOS |
| Wireless camera doesn’t work on Skype for MacOS | Installed version of Skype doesn’t work with virtual cameras | Update Skype to a newer version (> 8.68) (more information here) |
Modena Hub/Hub+ | MacOS |
Firmware
| Issue | Reason | Solution | Product model | OS |
|---|---|---|---|---|
| Firmware package is rejected as "invalid" | The file name is not in the format "HHO_X.X.X.X.dat" (e.g. "HHO_4.0.8.0.dat"). | Rename the file and try again |
All | All |