17. IT Admin M4: Troubleshooting

IT Administrator

Troubleshooting

Module Four

How to successfully troubleshootSymphony Classroom

Let's go!

Recap of Module 3

During Module 3, you learned the follow essential steps to install Symphony Classroom for use in the classroom.

Home

Index

Recap of Module 3

The Nature of Troubleshooting

Teacher Device

Test the Installation

Installation

Section One

• The Merlyn Desktop Application controls the Air Mouse
• The Merlyn Browser Extension controls the browser
• Both apps can be found on the Downloads page of the Merlyn Teacher Portal.
• Both need to be installed

• "Switch to HDMI 1"
• "Set a timer for 30 seconds"
• "Open my Google Drive"
• "Open Kahoot"
• "Search for 'Don't Stop me Now' by Queen on YouTube"

Section Two

• Place Symphony Classroom near the front of room display
• If wall mounting, the bottom of the wall plate should be 12 in above the top of the display.
• If wall mounting, all cables should be run through the mounting arm before screwing to arm to the wall plate.

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Index

Remote issues

Section Two

A Preface for this Module

The Nature of Troubleshooting

Did we prepare for the next step correctly and completely?

Recap Module 3

Network connectivity Issues

Section One

Section Four

Voice command issues

Section Five

Display issues

Check for understanding

Quiz

Section Three

Pairing issues

Systematic Troubleshooting

Troubleshooting is a complex and layered systemic process

Home

Index

Classrooms are made up of multifaceted technology and user environments. Each classroom will have its own individual configuration. Additionally, each teacher will use the Symphony Classroom device in their own way. Their comfort level with the classroom technology will impact how the device is used, and that will dictate what the errors could be. Troubleshooting is a three part systemic process involving: As you troubleshoot Symphony Classroom in your own classroom environments, remember to systematically remove possible problem-causing agents one at a time until the source of the problem is revealed. Lastly, remember that you can always reach out toMerlyn Support when a problem doesn't seem to have a clear cause. We are happy to help you at any time.

Recap of Module 3

The Nature of Troubleshooting

Section One

• Recognition of a problem
• Data gathering of the environment
• Removal of possible problem-causing agents

Section Two

Section Three

Section Four

Section Five

Recap of Module 4

Installation Video Guide

Quiz

Support provided by Merlyn Mind

Get Support

Video Walkthrough

Section One

Network connectivity issues

Section One: Network connectivity issues

Scenario: Teacher Can't Get Voice Commands to Work

Home

Index

Recap of Module 3

A teacher reports their voice commands won't return any results. Here is the situation:

• The teacher is logged into the Teacher Portal and the Desktop App with the same account.
• The Teacher Portal shows green checkmarks next to Browser Ext and Desktop App.
• There is a box with the word "CODE" on the Teacher Portal.
• The teacher is able to access websites from their computer.
• The AirMouse does not function.
• The Browser is up to date.
• When the teacher issues a command to Symphony Classroom, the response given is "This doesn't seem to be working right now."

What could be causing the problem?

The Nature of Troubleshooting

Section One

Scenario One

What's causing the problem?

How to Identify theSource of Network Issues

Network Diagnostic Test

Section Two

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Section One: Network connectivity issues

Symphony Classroom is not connected to the network

Home

Index

To confirm, press the Home button on the remote, or issue the voice command "Go Home". On the Symphony Classroom home screen, you'll see a red banner pop up at the bottom of the screen that says "No Network Access".

• A Network Issue could present as:
• Voice Commands failing
• Pairing Failure
• You hear a response from Merlyn such as "It seems like something is wrong right now."

• Let's learn how to identify the source of the issue and steps to re-connect to the network.

Recap of Module 3

The Nature of Troubleshooting

Section One

Scenario One

What's causing the problem?

No Network Access

How to Identify theSource of Network Issues

Network Diagnostic Test

Section Two

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Section One: Network connectivity issues

How to identify the source of network issues

Home

Index

Check for network connection on a different device connected to the same network, such as the teacher computer.

• If the teacher device does not have network connection, the problem lies with the network itself. Contact your district Network Admin to check on the status of the network.

• If the teacher computer has network connection, we can narrow down the problem to Symphony Classroom. Press the "Settings" button on the Remote Control Unit, navigate to Networking, and double check that the device has connected to the correct network using the correct SSID and password.

• If the SSID and Password are correct, check with your district Network Admin for possible problems with the whitelist, ports, Mac Address filter, firewall, or authentication server.

Recap of Module 3

The Nature of Troubleshooting

Section One

Scenario One

What's causing the problem?

How to Identify theSource of Network Issues

Network Diagnostic Test

Section Two

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Section One: Network connectivity issues

Run a network diagnostic test

Home

Index

In the Settings menu, navigate to Diagnostics, then to Networking, and run a Network Diagnostic test. This test will show you specifics about why the network connection has failed.

• Speed and ping test- Symphony Classroom needs at least 10 mbps to function.
• Domain tests- If these tests fail, ask your network admin to check the Merlyn whitelist and open the Merlyn ports.

If you need assistance solving networking, or any other issues, please contact Merlyn Support using the link below.

Recap of Module 3

The Nature of Troubleshooting

Section One

Scenario One

What's causing the problem?

How to Identify theSource of Network Issues

Network Diagnostic Test

Get Support

Section Two

Support provided by Melryn Mind

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Section Five

Remote issues

Section Two: Remote issues

Scenario One: Air Mouse doesn't move the mouse cursor

Home

Index

A teacher reports their Air Mouse doesn't work. Here is the situation:

• The teacher is logged into the Teacher Portal.
• The Teacher Portal displays the words "You Are Paired"
• The teacher is able to access websites from their computer.
• The Air Mouse does not function.
• The D-Pad on the remote does not scroll up or down on webpages.
• The Browser is up to date.
• The Desktop Application is not running.
• The Teacher can issue Voice Commands successfully.

What could be causing the problem?

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Scenario One

What's causing the problem?

Remote Issues durng Setup and Configuration

Remote Issues durng Daily Use

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Section Two: Remote issues

The Merlyn Desktop Application is not open.

Home

Index

The Air Mouse function is directly related to the Desktop Application. In the previous scenario, the teacher did not have the Desktop App open, and was only logged into the Teacher Portal. The solution to this issue is to open the Merlyn Desktop Application and login. The next few pages will look at the most common issues and how to solve them. The Remote Control Unit (RCU) has two distinct areas of usage that problems can arise in:

• Issues during setup and configuration
• Issues during normal usage

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Scenario One

What's causing the problem?

Remote Issues durng Setup and Configuration

Remote Issues durng Daily Use

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Section Two: Remote issues

Home

Remote issues during setup and configuration

Index

• Failure to remove the tab from the batteries
• Double check the battery compartment to ensure the orange tab has been pulled out to allow the batteries to power the RCU.
• Failure to pair with the Symphony Classroom

• Use voice commands. "Hey Merlyn... (wait for the chime) ...Pair my remote"
• If this fails, plug in a USB mouse to any of the USB ports on the back of Symphony Classroom and use the USB mouse to navigate to the Android Settings Menu. Access Android Settings by pressing the volume button on the Symphony Classroom and clicking on the gear icon below the volume bar.
• Failure to update to the latest firmware
• Firmware updates will be found on the Remote section of the Settings page.
• If the firmware update fails, you may have to remove the batteries from the RCU, replace them, re-pair the mouse, and start the firmware update again.
• If you are in a location such as a tech warehouse, with a large number of Merlyn RCUs, we recommend waiting to update the firmware until the devices are being installed in the classroom.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Scenario One

What's causing the problem?

Remote Issues durng Setup and Configuration

Remote Issues durng Daily Use

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Section Two: Remote issues

Remote issues during daily usage

Home

Index

• Mouse moves too quickly or too slowly on the screen

• This is usually caused by the user moving with their shoulder, elbow, or only their wrist. Encourage users to see the remote as an extension of their arm, and should move their entire arm for smooth Air Mouse function (similar to a Wii remote).
• If needed, you can adjust the mouse speed in settings on the teacher device.

• RCU stops working entirely

• Replace the old batteries with two new AA batteries.
• Check for pairing. If the Symphony Classroom isn't paired to the teacher device, the RCU will not work on the teacher device.
• Check that the Desktop Application is open and signed into using the same account that signed into the Teacher Portal.
• If those solutions don't solve the issue, unpair and re-pair the RCU to the Symphony Classroom using either a USB mouse or the voice command "Hey Merlyn... (wait for the chime)... Pair my Remote"

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Scenario One

What's causing the problem?

Remote Issues durng Setup and Configuration

Remote Issues durng Daily Use

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Pairing Issues

Section Five

Pairing Issues

Section Three: Pairing Issues

Scenario One: The Teacher device won't stay on the display

Home

Index

A teacher reports that everytime they issue a voice command, the display switches to the Symphony Classroom home screen. Here is the situation:

• The teacher is able to access websites from their computer.
• The Symphony Classroom home screen is displaying a pairing code.

• The teacher is able to see Google search results within the Merlyn Search feature in Symphony Classroom.
• The Teacher Portal is not open.
• The Air Mouse does not function.
• The D-Pad on the remote does not scroll up or down on webpages.
• The Browser is up to date.
• The Desktop Application is running.

What could be causing the problem?

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Scenario One

Teacher Portal isn't open

What do Pairing Issues look like, and how do I solve them?

Advanced Pairing Issue Solutions

Section Four

Section Five

Recap of Module 4

Quiz

Section Three: Pairing Issues

The Teacher Portal was not open.

Home

Index

First, check for successful pairing by opening the Teacher Portal and Desktop App on the Teacher device. If they are logged in correctly, you should see a green check mark and the words "You are paired." If you see a box with the word "CODE", you'll need to type in the pairing code from the Symphony Classroom homepage. You can use the voice command "Read Code" to hear the code outloud, or you can use the voice command "Go Home" to open the Symphony Classroom homepage to see the pairing code. Type that code into the Teacher Portal on the Teacher device.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Scenario One

Teacher Portal isn't open

What do Pairing Issues look like, and how do I solve them?

Advanced Pairing Issue Solutions

Section Four

Section Five

Recap of Module 4

Quiz

Section Three: Pairing Issues

What do pairing issues look like, and what do I do about them?

Home

Index

Pairing issues can be complicated and can present in a number of ways. Successful pairing requires:

• a stable network connection with proper configuration
• a good HDMI connection
• updated drivers and software applications
• applications logged in with same account

If Merlyn is not paired correctly, a voice command may result in the display switching from the teacher device to Symphony Classroom home. Symphony Classroom also might say "Let's pair with your device to do that." The solution could be as simple as opening the Teacher Portal and logging in, or as complicated as Peer-to-Peer is not enabled on your district network.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Scenario One

Teacher Portal isn't open

What do Pairing Issues look like, and how do I solve them?

Advanced Pairing Issue Solutions

Section Four

Section Five

Recap of Module 4

Quiz

Section Three: Pairing Issues

Advanced Pairing Issue Solutions

Home

Index

If manually typing in the pairing code doesn't work, the code may be old and need to be refreshed. Use the voice command "Refresh Code" to get a new code. Automatic pairing may occur right away, or you may have to type that new code into the Teacher Portal. If the new code doesn't work, check that your browser and browser extension are on the latest version. After updating, log in to the Teacher Portal and try to pair again. If that doesn't work, make sure the Symphony Classroom and Teacher Device are on the same network, and the network has Peer-to-Peer enabled. If you still have pairing issues, contact Merlyn Support at the link below.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Scenario One

Teacher Portal isn't open

What do Pairing Issues look like, and how do I solve them?

Advanced Pairing Issue Solutions

Section Four

Section Five

Recap of Module 4

Get Support

Quiz

Microphone

Push-to-Talk

Section Five

Voice Command Issues

Section Four: Voice Command Issues

Scenario One: Merlyn won't respond to voice commands

Home

Index

A teacher reports that when they try to issue a voice command to the Symphony Classroom directly, the command doesn't work. Here is the situation:

• The teacher is able to access websites from their computer.
• The teacher is able to get a response to commands issued through the Push-To-Talk button the remote.
• The Teacher Portal and Desktop App are open and signed in correctly.
• Pairing was successful.
• There is a red light displayed on the Symphony Classroom device.

• The Browser is up to date.
• The Air Mouse functions correctly.

What could be causing the problem?

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Scenario One

The Far-Field Micrphone is Muted

Identify the Cause of Voice Command Issues

Issues due to User Error

Issues due to Technical Error

Section Five

Recap of Module 4

Quiz

Section Four: Voice Command Issues

The Far-Field Microphone is muted.

Home

Index

The red light across the top of Symphony Classroom indicates that the far-field microphone is muted preventing any "Hey Merlyn" commands issued without the Push-to-Talk from being heard. To unmute the far-field microphone, you can push the microphone mute button either on the bottom right side of the remote or on the top of the Symphony Classroom device.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Mute / Unmute Microphone

Scenario One

The Far-Field Micrphone is Muted

Identify the Cause of Voice Command Issues

Issues due to User Error

Issues due to Technical Error

Mute / Unmute Microphone

Section Five

Recap of Module 4

Quiz

Section Four: Voice Command Issues

Identify the Cause of Voice Command Issues

Home

Index

Voice Command issues are usually directly related to networking or pairing issues. If you have checked all the networking and pairing solutions, we should focus on user error and device limitations. Before we begin this, let's turn on Transcription so we can see the commands being issued. From the Teacher Portal, click the pull down menu in the upper left corner, click on Settings, and turn on Transcription using the toggle.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Scenario One

The Far-Field Micrphone is Muted

Identify the Cause of Voice Command Issues

Issues due to User Error

Issues due to Technical Error

Section Five

Recap of Module 4

Quiz

Section Four: Voice Command Issues

Voice Command Issues from User Error

Home

Index

If the user is using the Push-to-Talk button on the remote, make sure they are holding the button down, waiting for the chime, then speaking clearly into the remote. When they are done speaking the command, the user should release the button. The command should show up at the top of the browser window now that transcription is on. If the user is speaking directly to the Symphony Classroom using "Hey Merlyn", please make sure they are waiting for the chime before speaking their command. The command should show up at the top of the browser window now that transcription is on. If the transcription shows something different from what the user intended, try speaking the command more slowly and clearly.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Scenario One

The Far-Field Micrphone is Muted

Identify the Cause of Voice Command Issues

Issues due to User Error

Issues due to Technical Error

Section Five

Recap of Module 4

Quiz

Section Four: Voice Command Issues

Voice Command Issues from Technical Error

Home

Index

If the user is expecting an audible response from Symphony Classroom, please make sure the volume is turned up. You can use the volume buttons on either the RCU or the Symphony Classroom to adjust the volume. If the voice command is resulting in a non-response, or a low tone, the command being issued is not supported by Merlyn. Please refer to the Voice Command sheet, and issue the command again in a different way. If there is a command that does not work the way you'd like it to, please use our "Send Feedback" section of our Teacher Portal to request a new feature or command.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Scenario One

The Far-Field Micrphone is Muted

Identify the Cause of Voice Command Issues

Issues due to User Error

Issues due to Technical Error

Voice Request List

Section Five

Recap of Module 4

Quiz

Section Five

No Signal Found

Display Issues

Section Five: Display Issues

Scenario One: The display only shows a blank desktop from the teacher device

Home

Index

Recap of Module 3

A teacher reports that when they try to switch the display to their computer using Symphony Classroom, they can't see any of their content on the front of class display. Here is the situation:

• The teacher is able to see their own screen on their own device with no issue.

• The Teacher Portal and Desktop App are open and signed in correctly.
• Pairing was successful.
• Voice commands work as expected.

• The Browser is up to date.
• The Air Mouse does not show up on the front of class display, but does work on the teacher device.
• No browser windows are displayed on the front of class display.

What could be causing the problem?

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Section Five

Scenario One

The Teacher Computer is in Extended Display.

User Based DisplayIssue Solutions

Hardware Based Display issue Solutions

Recap of Module 4

Quiz

Section Five: Display Issues

The teacher computer is in extended display.

Home

Index

While this error has nothing to do with Symphony Classroom, it is a very common environmental problem that we find when teachers attempt to switch sources. The blank desktop on the front of class display can be confirmed by moving the mouse all the way to the right of the display, and beyond until it shows up on the front of class display. To adjust on a windows device, press the Windows Key + P, and choose “Duplicate”. To adjust on a Mac, Choose Apple menu > System Preferences, click Displays, then click Display. Open the Display pane for me. Click Arrangement, then select Mirror Displays to DUPLICATE.

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Section Five

Scenario One

The Teacher Computer is in Extended Display.

User Based DisplayIssue Solutions

Hardware Based Display issue Solutions

Recap of Module 4

Quiz

Section Five: Display Issues

User Based Display Issue Solutions

Home

Index

Recap of Module 3

The most common user based issue relates to Extended Display. Currently, the Air Mouse can only interact with content on the primary display of the teacher device. If the user is trying to control the browser on the secondary display, the Air Mouse will not function as expected. Please encourage the user to set their primary display to the front of classroom, and use the secondary display for their device.

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Section Five

Scenario One

The Teacher Computer is in Extended Display.

User Based DisplayIssue Solutions

Hardware Based Display issue Solutions

Recap of Module 4

Quiz

Section Five: Display Issues

Hardware Based Display Issue Solutions

Home

Index

Recap of Module 3

• Ensure the display is set to the HDMI input that Symphony Classroom is plugged into.

• Ensure the HDMI cables are 4k compliant, and can handle a 60hz signal.

• If the cable run is longer than 30 feet, you'll want to include a signal booster, amplifier, or repeater in the run.

• If you are using an HDMI switcher panel, ensure the panel is able to handle HDMI 1.4 specifications at minimum, however HDMI 2.1 is preferred.

• Ensure the panel has the latest firmware installed and is able to receive a 60hz signal.

• Ensure the user device is set to output a 60hz signal. If 60hz gives a flickering display, use the 30hz setting.

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

4K, 60 hz

Section Five

Scenario One

The Teacher Computer is in Extended Display.

User Based DisplayIssue Solutions

Hardware Based Display issue Solutions

Recap of Module 4

Quiz

Recap

Module Four: Recap Before the Quiz

Recap of Module 4

Home

During Module 4, you learned some of the best practices to troubleshoot the most common issues with Symphony Classroom.

Index

Recap of Module 3

The Nature of Troubleshooting

Network Issues

Voice Issues

Display Issues

Section One

• Can be the root cause of pairing and voice command issues
• Make sure the required ports are open and sites are whitelisted
• Check for the correct SSID and PasswordRun the onboard Network Diagnostic Tool

• Remote movement issues can usually be solved by only moving your wrist, not your entire arm
• Voice Command issues could be solved by enabling transcription on the Teacher Portal, and waiting for the tone before issuing your command.

Section Two

• Double check all the connections for correct cabling, signal path, and source selection
• Ensure all devices are set to handle a 60hz refresh rate
• Remind the teacher that Symphony Classroom will fully function only on the primary display while using Extended Desktop mode.

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Quiz

IT Administrator Module Four

Question One: Troubleshooting Symphony Classroom

Home

Index

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Question Two: Troubleshooting Symphony Classroom

Home

Index

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Question Three: Troubleshooting Symphony Classroom

Home

Index

Recap of Module 3

The Nature of Troubleshooting

Section One

Section Two

Section Three

Section Four

Section Five

Recap of Module 4

Quiz

Congratulations!

You successfully finished Module Four of IT Administrator Essentials. Each module in level two is worth 0.5 hours of PD/PL credit. If you have completed all four modules in IT Admin Essentials, you can apply to earn your Merlyn Mind Ace badge in the Certification and Training Portal!

End of IT Administrator Essentials

Interactive Training Guide

Coaching and Support

Certification

IT Admin Essentials Ace

Complete all Symphony Classroom IT Admin courses to earn a Digital Badge!

Access Symphony Classroomtraining, resources and support

Do you still have questions? Do you need additional training and/or support? Sign up for individual virtual coaching with a Merlyn Trainer.

Happy teaching with Merlyn!

Restart