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MohamedElshamy-1539 asked JimmyYang-MSFT edited

UC-C160-T Connection Error

Hi, I sold and installed Crestron Teams Room (UC-B30-t Q: 2 and UC-C160-T Q: 1) for my client. UC-B30-t was installed, configured and operating normally.
For UC-C160-T, we noticed that the touch panel does not display the Teams home screen and that it hangs on the connection error screen despite entering the UC engin host name.
I tried to contact uc engin through Remote crestron with host name, username: admin and password: sfb but cannot connect
I tried to communicate with it through the toolbox, which see all crestron devices, but cant see it
I connected to the touch panel directly (Direct Connection), but it gives the same error (connection)
I tried to find out the IP of it through the advanced IP Scanner software , but it does not see it knowing that I am sure that it is connected with the switch and the port is working as it has been tried with the UC-B30-T and it works successfully.
I don’t know another way to communicate directly with UC Engin

Is there anything I can do about it?

office-teams-windows-itprowindows-10-network
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JimmyYang-MSFT answered JimmyYang-MSFT converted comment to answer

@MohamedElshamy-1539,

Are there any error messages in UC-C160-T?

Please notice that Microsoft Teams Room does not support HDCP input, which has been observed to cause issues with HDMI ingest functionality(video, audio). Take care to ensure that switches connected to Microsoft Teams Rooms have HDCP options turned off.

Then, we recommend you try to change another internet connection environment to see if it works for you. For more details about it, please refer to:

https://docs.microsoft.com/en-us/microsoftteams/rooms/known-issues#limitations-and-expected-behaviors

In addition, you could contact with device supporter to check its settings and analyze the error message from it.


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@MohamedElshamy-1539

Is there any update on this case?
Please feel free to drop us a note if there is any update.
Have a nice day

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my touch panel give connection error please check teems video credential
and my uc engine give a message connect the room console into the dock to finish setting


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@MohamedElshamy-1539

If the UC-ENGINE credentials don't match those specified in the Mercury / TSW, the touch screen will display a black loading page with the message. The following blogs noted this error message and the setting steps:

https://support.crestron.com/app/answers/detail/a_id/1000471/~/crestron-flex-for-microsoft-teams-rooms-%28mtr%29-systems-insider

Note: Microsoft is providing this information as a convenience to you. The sites are not controlled by Microsoft. Microsoft cannot make any representations regarding the quality, safety, or suitability of any software or information found there. Please make sure that you completely understand the risk before retrieving any suggestions from the above link.

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@MohamedElshamy-1539

It has been a while, how is everything going?
If you have any update about this issue, please feel free to post back.

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MohamedElshamy-1539 avatar image
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MohamedElshamy-1539 answered JimmyYang-MSFT edited

the problem solved once the last firmware (TSW-1060& UC Engine) is updated and their was a problem with USB cable for HDMI to USB converter the system now work normaly
Thanks for the interest

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@MohamedElshamy-1539

Glad to see this issue can be resolved. If you have any further issue on this topic, please contact with us!

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