SmartDock Troubleshooting Guide

Restarting the SmartDock

Normally, the SmartDock wakes up when it detects motion or if you touch the screen.  In the event of a system crash or other issue blocking normal restart, a forced restart will have to be performed.

  1. Unplug the polycom from the ethernet port from the wall jack.
  2. Restart the SmartDock by pressing and holding the power button for 15 seconds. The power button is on the top edge of the SmartDock. 
  3. Once the Surface logo appears on the screen then plug in the polycom ethernet.

To ensure the audio is reset properly for the polycom device then perform these steps:

  1. Mute the volume on the TV.
  2. Press the settings icon in the lower right-hand corner of the Surface.
  3. Press settings.
    1. If you hear a sound from the Polycom, then everything is setup correctly.
    2. If you don’t hear a sound the go to step 4.
  4. Unplug the polycom from the ethernet port from the wall jack.
  5. Wait 15 seconds and then plug it back in.
  6. Once the Polycom is powered back up then go back to step 2.

SmartDock USB Device (Camera)

If you have plugged a Logitech ConferenceCam into a USB port on SmartDock, Extender Box or SmartDock Flex Extender Box, and even after several minutes the device is not recognized in the system or not showing up in your applications, please try the following to ensure whether it is a connection issue rather than problems with your hardware:

  1. Check your setup: Are all cables and connections plugged in tightly?
  2. Try a different USB port: Sometimes a USB port on a PC based system may have an issue.
  3. Try a different computer: Does the ConferenceCam work fine on another system?
  4. If the ConferenceCam is connected through a hub or extender, try plugging directly into a USB port on SmartDock: Some third-party hubs or extenders may not have adequate power or specifications to support Logitech ConferenceCams.
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