C40 Telepresence sharing PC problem

[Mario Gervais]

Hi everybody,

I will try to articulate my problem the best I can. See the pictures attached for a better comprehension. When a presenter share is laptop throught the C40. The right behavior should be the one shown on the first picture, the one called « What it should do ». But the behavior we have is the one on the second picture called « What it does ».

We have actually 2 C40 Telepresence and one of them have the right behavior. The other wont do it right... We tried to copy every parameters from the good C40 to the problematic one and nothing change. 

Is there someone that can tell us what is wrong with this and what to do to get the good behavior?

Thank you very much

Mario

[Justin Ferello]

What version of software are the C40s running? Can you take a backup of the defective C40 so I can review it?
Thanks,
Justin

[Mario Gervais]

Is this pdf is good enough ?

Thank you very much!

[Patrick Sparkman]

Try setting the following:

• Video Output HDMI 1 MonitorRole to First, instead of Auto.
• Video Output HDMI 1 MonitorRole to Second, instead of PresentationOnly.

Also confirm that this C40 has the Dual Display optoin key installed.

[Mario Gervais]

Thank you very much Patrick,

I just got this new C40 from Cisco but I didn't receive the option keys yet. I am not sure if the TAC understood correctly my demand. With the old C40 we used to have this :

*s SystemUnit Software OptionKeys DualDisplay: "true"
*s SystemUnit Software OptionKeys MultiSite: "false"
*s SystemUnit Software OptionKeys NaturalPresenter: "true"
*s SystemUnit Software OptionKeys PremiumResolution: "true"
*s SystemUnit Software OptionKeys RemoteMonitoring: "true"

It seems to be the reason why I can't dual display correctly don't you think ?

Well now, I am not sure who can help me with this at Cisco. The girl with who I talked at Cisco have a huge Indian accent so I can barely understand what she say. So I opted for an email but she reply with something like « C series Activation Key »

It has 6 licence keys :

• LIC-CXX-NPP
• LIC-INTP-C40-DD (Dual Display ?)
• L-C-SERIES-RM (Remote Monitoring ?)
• LIC-C40-MS (Multi Site ?)
• LIC-C40-PR (Premium Resolution ?)
• LIC-C40  ( But what is this one ?)

A huge thanks for your help.

Is this the option keys we are talking ?

[Patrick Sparkman]

You need the dual display option key installed for the behavior you want, without it, the video conference wil appear on a screen and all the outputs from the codec will be identical. 

Is this a new purchase, or RMA? The C40 hasn’t been sold for sometime, I doubt it is a new purchase, but if it just hasn’t been used until now, it should have the option keys pre-installed. If it’s an RMA, you should go to the Cisco Licensing Portal to rehost the licenses from the old codec to the replacement. TAC should be able to provide the licenses keys, and/or help you go through the rehost process. 

[Mario Gervais]

She did, she sent option keys but it doesn't work. When I try to add an option key, there is a message telling :

« Failed adding option key: The server could not comply with the request since it is either malformed or otherwise incorrect. »

The option key she sent seem to be linked to the old C40's serial number. I am not sure but we should get new option key linked to the new C40's serial number isn't ?

Yes, it's an RMA and there was only one option key preinstalled, few were missing.

[Patrick Sparkman · Accepted solution]

You'll need to rehost the licenses from the old codec to the replacement.

If you go to the Cisco Licensing Portal, link is in my previous reply, do the following:

• Select the old codec from the list, if it's not lised you can add it by selecting Add Devices.
• Select Rehost from failed device (RMA) under the Move Licenses drop down.
• Enter serial number of replacement codec.

[Mario Gervais]

Hi Patrick,

I tried to add my old device but an error occured... And it tells nothing more. Can't have any other contact with my TAC. She is not answering my emails.

Don't know what else to do.

Thanks for the help.

[Mario Gervais]

ok... seems everything is ok now. Someone at Cisco moved the licence for me. I added the option keys. Seems ok. Thank you !

[Patrick Sparkman]

Glad you were able to get it resolved, and that TAC was able to help!

[Mario Gervais]

also, on the C40 web interface, I can see that it is actually registred.