MAX Connect troubleshooting
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 |
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MAX Connect is not powering on when connected to the Power Supply Unit |
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MAX Connect is not powering on when connected to PoE |
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Touch 8 MAX is not powering on |
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Main room display is not showing an image |
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Secondary room display is not showing an image |
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Touch on the room display(s) is not working |
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Touch signal on the room displays is swapped |
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Remote control is not working |
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Touch 8 MAX cannot be paired |
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System configuration
Issue | Reasons | Solutions | Prevention tips |
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Unable to access admin settings |
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Firmware update failures |
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Room scheduling integration issues |
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Device resets unexpectedly |
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Network configuration issues |
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Display resolution or scaling issues |
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Security certificate warnings |
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Using a self-signed certificate (default):
Using a CA-signed certificate:
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Clients connectivity
Issue | Reasons | Solutions | Prevention tips |
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Unable to connect to MAX Connect |
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Connection drops during a session |
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Unable to connect via AirPlay or Google Cast |
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Device not discovered on a network |
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Browser connection issues |
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Content sharing and collaboration
Issue | Reasons | Solutions | Prevention tips |
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Content is not displaying on the room screen |
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AirPlay or Google Cast wrong password |
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Poor quality or laggy content sharing |
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Unable to annotate on a whiteboard or shared content |
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Multiple content streams are not showing correctly |
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Wireless conferencing
Issue | Reasons | Solutions | Prevention tips |
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Camera is not working for video calls |
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Audio issues during meetings |
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Audio feedback or echo |
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UC platform integration problems |
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Poor video quality |
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