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MAX Connect troubleshooting

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This article provides a list of the most common MAX Connect issues and the solutions to fix them.

 

 

Preliminary checks

Before browsing the troubleshooting tables below, please:

  • Check that all cables are working and correctly connected to MAX Connect.
    Double-check the cables with a direct connection to the peripheral (without MAX Connect) for a comparative test.
    Check the connection without extenders, hubs, or switches before adding them to the chain.
    • Ethernet cables: CAT5E or CAT6 recommended
    • HDMI cables: 1.4 or higher
    • USB cables: 2.0 or 3.0, depending on the connected device
  • Check that MAX Connect firmware and software are updated to the latest versions
  • Check that the computer browsers, UC clients, and device drivers (for the graphics video card, audio interface, etc.) are updated to the latest versions

 

 

Device setup and installation  

Issue Reasons Solutions Prevention tips

MAX Connect is not powering on when connected to the Power Supply Unit
  • Power connection issues
  • Hardware failure
  • System crash
  1. Verify power outlet functionality
  2. Check the power cable connection
  3. Look for the green LED indicator light
  4. Try a different power adapter if available
  5. Try powering on from a PoE injector or PoE-enabled switch instead
  6. Contact IT support if the issue persists
  • Ensure a stable power source
  • Verify equipment pre-installation

MAX Connect is not powering on when connected to PoE
  • PoE issues
  • Hardware failure
  • System crash
  1. Make sure to use either a PoE-enabled switch or a dedicated PoE injector
  2. Make sure the available current is minimum PoE+ (30W)
  3. Check network cable connectivity and functionality
  4. Look for the green LED indicator light
  5. Try powering on from a PSU instead
  6. Contact IT support if the issue persists
  • Ensure a stable power source
  • Verify equipment pre-installation

Touch 8 MAX is not powering on
  • PoE issues
  • Hardware failure
  • System crash
  1. Make sure to use either a PoE-enabled switch or a dedicated PoE injector
  2. Make sure the available current is minimum PoE+ (30W)
  3. Check network cable connectivity and functionality
  4. Contact IT support if the issue persists
  • Ensure a stable power source
  • Verify equipment pre-installation

Main room display is not showing an image
  • Faulty cable
  • Incompatible resolution
  • Wrong input selection
  1. Check the HDMI cable marking for 1.4/2.0 compliance, and verify that it's securely connected on both sides
  2. Try a different HDMI cable
  3. Verify that the display supports the required resolution (1080p or 4K)
  4. Select the correct input source on the room display
  5. Enter the MAX Connect admin settings (Peripherals / Display 1)  and select a compatible resolution (1080p or 4K)
  • Use high-quality compliant HDMI cables
  • Configure the resolution on the display and MAX web admin

Secondary room display is not showing an image
  • Faulty cable
  • Wrong USB setup
  • Wrong input selection
  • Incompatible resolution
  1. Check the Installation and Setup Guide under "Dual display connectivity options" and make sure the second display is connected with a supported setup
  2. Select the correct input source on the room display
  3. Enter the MAX Connect admin settings (Peripherals / Display 2)  and select a compatible resolution (1080p or 4K)
  • Use high-quality USB-C cables and hubs
  • Set up the connection correctly
  • Configure the resolution on the display and MAX web admin

Touch on the room display(s) is not working
  • USB cable not connected
  • Faulty USB cable
  • Incompatible display
  • Wrong input selection
  1. Check the Installation and Setup Guide under "Connect the peripherals" for touch setup examples
  2. Check if the touch signal is visible in the MAX Connect admin settings (Peripherals / Touch device association)
  3. Verify USB cable and touch display functionality
  • Set up the connection correctly
  • Check the admin settings

Touch signal on the room displays is swapped
  • USB touch signals need additional configuration
  1. In the MAX Connect admin settings (Peripherals / Touch device association), use the button to swap the USB signal between the displays
  • Test the touch functionality on both displays

Remote control is not working
  • Battery issues
  • Pairing problems
  • Excessive distance or physical obstructions
  1. Open the remote and check that the battery plastic isolator tab has been removed 
  2. Check for physical or electrical obstructions between the remote and the device
  3. Re-pair the remote from the MAX Connect admin settings (Device / Pair remote control)
  4. Replace the batteries (2x lithium CR 2032)
  5. Use the remote within the standard Bluetooth range
  6. Restart the MAX Connect device
  • Keep spare batteries on hand
  • Familiarize with alternative control methods as the Touch 8 MAX or a touch display

Touch 8 MAX cannot be paired
  • Incorrect session ID or pairing error
  • Network connectivity issues
  1. Check that Touch 8 MAX is powering on and showing the connection screen
  2. Verify the room display shows a session ID
  3. Unpair and re-initiate the pairing process
  4. Check network connectivity
  5. Restart the Touch 8 MAX device by disconnecting and reconnecting the network cable
  • Double-check pairing instructions
  • Test network connectivity before setup

 

 

System configuration

Issue Reasons Solutions Prevention tips

Unable to access admin settings
  • Incorrect login credentials
  • The browser is not compatible
  • System lockout
  1. Verify admin password
  2. Make sure to log in from a Chrome, Edge, or Safari browser
  3. Log in from the address:
    https://<IP-ADDRESS>/settings 
  4. MAX Connect can be reset to factory defaults by pressing the pin-hole button on the back of the unit for 10 seconds. The pinhole is located between the Ethernet and power supply ports. 
  5. The factory default password is the device's 8-digit serial number; no other username is needed. 
  • Document admin credentials securely
  • Use a compatible browser

Firmware update failures
  • Network connectivity issues
  • Broken firmware file
  1. Check the network connection during the update
  2. Try a manual firmware update if automatic fails
  3. Download a new copy of the firmware from
    MAX Connect firmware and software downloads
  • Schedule regular maintenance windows

Room scheduling integration issues
  • Calendar sync problems
  • Authentication failures
  1. Verify calendar system is compatible (MAX Connect currently works with Microsoft 365)
  2. Make sure the MAX Connect app is given read permission in Microsoft 365
  3. Check that authentication credentials are correctly inserted into MAX Connect admin settings (Room / Welcome Screen / Calendar)
  4. Reboot MAX 
  5. Wait up to 1 hour for the sync to happen
  • Test calendar integration before deployment
  • Maintain current authentication tokens

Device resets unexpectedly
  • Power supply issues
  • Overheating
  • Stability issues
  1. Check power supply stability (see MAX Connect is not powering on above)
  2. Monitor device temperature
  3. Verify adequate ventilation
  4. Check for firmware updates
  • Ensure proper cooling and ventilation
  • Use uninterrupted power supply
  • Keep firmware updated

Network configuration issues
  • IP addressing conflicts
  • VLAN misconfiguration
  • DNS resolution problems
  1. Check MAX Connect Network Connections for an overview of the possible setups
  2. Check MAX Connect Network Port Settings to allow traffic within the local corporate firewall
  3. Check if a static IP is required
  4. Check for IP address conflicts
  5. Test DNS resolution
  6. Verify VLAN settings if applicable
  • Consult with IT before the network setup and configuration
  • Document successful network configuration

Display resolution or scaling issues
  • Incompatible resolution settings
  • Cable quality limitations
  1. Verify that the resolution on the display is set to 1080p or 4K
  2. Verify that the resolution in MAX Connect admin settings (Peripherals / Display 1 or Display 2) is set to 1080p or 4K
  3. Check the HDMI cable marking for 1.4/2.0 compliance, and verify that it's securely connected on both sides
  4. Test with a different display
  • Use recommended display settings
  • Verify cable quality before installation

Security certificate warnings
  • Self-signed certificates
  • Expired certificates
  • Mismatched domain names

Using a self-signed certificate (default):

  1. If a custom certificate has not been uploaded in MAX Connect, a security warning will appear at the first connection from a web browser. This is standard behavior for all network peripherals.

Using a CA-signed certificate:

  1. Verify that the certificate is correctly loaded and showing in the MAX admin settings (Network / HTTPS)
  2. Verify that the certificate matches the domain name
  3. Check if the certificate is from a trusted Certificate Authority (CA)
  4. Review the certificate chain of authority
  5. Test with different browsers
  • Monitor certificate expiration dates
  • Use trusted certificate authorities
  • Set up auto-renewal when possible

 

Clients connectivity

Issue Reasons Solutions Prevention tips

Unable to connect to MAX Connect
  • WiFi connection issues
  • Incorrect room code or QR code
  • Device compatibility issues
  1. Verify you're connected to the correct WiFi network
  2. Confirm the room code/session ID is entered correctly
  3. Try scanning the QR code displayed on the room screen
  4. Make sure you're using a supported device and connection method
  5. If using the app, try restarting it
  6. If using a browser, make sure you are using a compatible browser (Chrome, Edge, Safari) and restart it
  7. Restart MAX Connect
  • Download and test the MAX app 
  • Test the connection prior to important meetings
  • Use a corporate network when possible

Connection drops during a session
  • Unstable WiFi connection
  • Network congestion
  • Device power management
  1. Check the WiFi signal strength
  2. Move closer to the access point
  3. Verify that other devices aren't using excessive bandwidth
  4. Disable power-saving mode on your device
  5. Try connecting via Ethernet if available
  • Test network stability before important sessions
  • Have a backup connection method ready

Unable to connect via AirPlay or Google Cast
  • Device compatibility issues
  • Network restrictions
  • Software version mismatch
  1. Verify your device supports AirPlay (iOS/macOS) or Google Cast
  2. Ensure both devices are on the same network
  3. Check if the network allows casting protocols
  4. Update your device's OS to the latest version
  5. Reboot MAX Connect
  • Verify casting compatibility before meetings
  • Have alternative connection methods ready

Device not discovered on a network
  • Network segmentation
  • Firewall restrictions
  • DHCP issues
  1. Verify that the MAX Connect and your device are on the same network segment
  2. Check firewall settings that might block discovery
  3. Verify the device has a valid IP address
  4. Try a direct connection by IP if available
  • Work with IT to establish proper network access
  • Document successful connection methods

Browser connection issues
  • Unsupported browser
  • Browser extensions blocking functionality
  • Cache/cookie issues
  1. Verify you're using Chrome, Edge, or Safari (latest versions)
  2. Disable browser extensions that might interfere
  3. Clear browser cache and cookies
  4. Try incognito/private browsing mode
  • Keep browsers updated
  • Use the dedicated app for best performance

 

Content sharing and collaboration

Issue Reasons Solutions Prevention tips

Content is not displaying on the room screen
  • Display connection issues
  • Content not being shared properly
  • Auto-Share flag disabled
  1. Verify that content is actively being shared from your device
  2. Open the b. menu on the room display, and check if Auto-Share is enabled.
    If on Manual, content should be explicitly selected on the display to be visible. 
  3. If multiple MAX Connects are available in the room, ensure the display is connected to the correct one.
  4. Try disconnecting and reconnecting to a session.
  5. If using a direct HDMI connection, check the input cable.
  • Test content sharing before your meeting
  • Prepare content in advance

AirPlay or Google Cast wrong password
  • Wrong password
  1. Password is the same as the 4-character Session ID
  2. Password is case sensitive on AirPlay and Google Cast, make sure to enter it in uppercase
  • Check the connection in advance

Poor quality or laggy content sharing
  • Network bandwidth limitations
  • Device performance issues
  1. Check your network connection quality
  2. Close unnecessary applications on your device
  3. Try connecting via Ethernet instead of WiFi
  4. Reduce animation/video in shared content
  • Optimize presentation materials for sharing
  • Test network capacity before sharing complex content

Unable to annotate on a whiteboard or shared content
  • Touch screen not connected/configured
  • Annotation permission not enabled
  1. Verify the room has a touch-enabled display
  2. Verify the display is correctly configured (see Device setup and installation above)
  3. Check if annotation tools are visible in the toolbar
  4. Ensure the content owner is allowing the annotation
  5. Restart the session
  • Test annotation functionality before meetings
  • Practice using annotation tools

Multiple content streams are not showing correctly
  • Too many simultaneous streams
  1. Check if the maximum number of presented content is reached: 5 streams are allowed, plus the whiteboard
  • Plan content content-sharing strategy for meetings
  • Coordinate sharing with other participants

 

Wireless conferencing

Issue Reasons Solutions Prevention tips

Camera is not working for video calls
  • Camera preview not visible on MAX Connect screen
  • Camera preview not visible on MAX Connect Virtual driver
  1. Check if the room camera is properly connected to the MAX Connect USB-A or USB-C ports
  2. Verify that the camera is selected in MAX Connect admin settings (Peripherals / Camera)
  3. Verify virtual drivers are selected in the UC client (Teams, Zoom)
  4. The use of the MAX Connect app (not a browser) is required
  5. Make sure all UC client software is closed before reinstalling the MAX app
  6. Restart the video call application
  • Check admin settings when installing the system
  • Test video before important calls

Audio issues during meetings
  • Microphone/speaker selection issues
  • Audio hardware problems
  • Volume settings
  1. Check if the audio system is properly connected to the MAX Connect USB-A or USB-C ports
  2. Verify that the correct microphone and speakers are selected in MAX Connect admin settings (Peripherals / Mic and Speakers)
  3. Verify virtual drivers are selected in the UC client (Teams, Zoom)
  4. Adjust volume using the remote or Touch 8 MAX panel
  5. Check for mute indicators
  6. In MAX Connect admin settings (Peripherals / Mic and Speakers), select HDMI audio speakers, then reselect the USB audio output
  • Check admin settings when installing the system
  • Test audio before important calls

Audio feedback or echo
  • Speaker/microphone placement
  • Echo cancellation settings
  • Audio routing issues
  1. Check the placement of microphones and speakers
  2. Verify echo cancellation is enabled
  3. Adjust the microphone sensitivity
  4. Test different audio devices
  5. Update audio drivers
  • Position audio devices properly
  • Use audio devices with built-in echo cancellation

UC platform integration problems
  • Incompatible platform version
  • Missing virtual drivers
  1. Verify that MAX Connect supports your UC platform
  2. Check if the latest version of the UC platform is installed
  3. Grant necessary permissions to the UC platform
  4. Make sure all UC client software is closed before reinstalling the MAX app
  5. Test with an alternative UC platform
  • Verify platform compatibility before meetings
  • Keep UC software updated

Poor video quality
  • Insufficient bandwidth
  • Camera quality issues
  • Lighting conditions
  1. Check available network bandwidth
  2. Verify the camera is working properly
  3. Improve lighting conditions in the room
  4. Reduce the number of video streams if possible
  5. Check video quality settings in the UC platform (call health)
  • Test video quality before important meetings
  • Optimize room lighting
  • Reduce background movement

 

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