Troubleshooting
I'm unable to connect to the matrix
- Connection Parameters
In Settings/Connections (insert icon) check:
- Username
- Password (passwords are case sensitive)
- Eclipse system (this may be a name or an IP address)
- Eclipse port (default 6001)
- Network Issues
There may be a number of points where the network connection to the Eclipse-HX matrix frame has failed.
- Can you Ping the Eclipse system? (Download a Ping app from Google Play Store).
- If you can Ping the Eclipse system but cannot connect, the problem may be that the port Agent-IC uses on your local network is blocked. Check with your network administrator.
- If the problem is not with the network, it may be that your network connection is not providing enough bandwidth to support Agent-IC (140 kb/s).
- Configuration issues
Are you connecting to your own Eclipse system? If you are connecting to your own Eclipse matrix, and the issue is not with your local firewall (the port is closed) then check the following details with your Eclipse administrator:
- Hardware: is an IVC-32-HX card installed and configured on the matrix?
- Software: is the matrix running on Eclipse EHX 8.5 or above?
- Eclipse configuration: is the Agent-IC client correctly configured in this system?
- Role allocation: is another Role user still logged in to your Agent-IC client? EHX is Role based. A Role may have many users, but only one user can log in to the Agent-IC client at one time.
My audio quality is broken
This is caused by unreliable IP infrastructure. Query your IP provider and make sure that your network resources are suitably configured.
I can hear an audio delay
This fault is due to the inherent delay between the matrix and Agent-IC. But certain devices may make this worse if they do not support low latency. Check your device capabilities under Settings.
I hear myself as an echo when talking to another audio source
Some devices do not support acoustic echo cancellation (AEC) when in speaker mode. If one party has a device that does not support AEC, make sure that he uses a headset. Ask the other party to check his device capabilities under Settings.
I need to prolong the battery life
Turn display off when not needed.
Add an extra battery pack to your device.
Close Agent-IC when not needed.
Enable the silence suppression feature in settings.
I need to take a call on my phone while I’m using Agent-IC
Calls to your phone will suspend or interrupt audio to Agent-IC. To prevent this, use the ‘Do not disturb’ feature of your phone.
After using an Audio Application, agent-IC audio does not come back
When opening and playing audio on audio/video applications such as Spotify or YouTube, Agent-IC will interrupt its own audio. Bringing Agent-IC back to the foreground should re-activate Agent-IC audio (if Agent-IC was in background). If the 3rd party audio application is controlled from the status bar while Agent-IC is running in the foreground, the speaker Mute button will automatically be activated.
I need another Agent-IC License
See Systems and License information in this guide.
For any other questions
Please consult the Clear-Com solution finder here: Clear-Com Solution Finder