My MeetUp video doesn't look right

Below you will find steps on identifying and troubleshooting video disruptions or distortions, such as discoloration, noise, video feed “breaking up”/no video, etc. For blurriness/focus, see this article: Why is my MeetUp video out of focus/blurry?

Prerequisites

• Firmware: You can update it from Sync Portal.

  • Note: Before you run firmware updates, make sure your device isn’t in use by other applications.

• Bandwidth Requirements: We recommend having 3MB/s free when attempting to stream in HD quality.

• Cable and Port Conditions: Check that all cables are connected fully to MeetUp, the power supply, and your room PC's USB port. Ensure all cables are in good condition and not bent, split, pinched, etc.

• Environment: Ensure your conference room is ideal for MeetUp. MeetUp is best utilized in huddle rooms of up to 4 people.

  • If you are using MeetUp in a larger conference room and need to rely on the digital zoom to have your participants fill the frame, this can introduce pixelation/loss of sharpness as digital zoom is cropping and enlarging the image.

  • If you are experiencing noise, loss of sharpness, dull/desaturated colors, increasing the amount of light in your conference room can mitigate these conditions.

Troubleshooting Steps

1. First, to determine if the source of your video issue is with MeetUp or another part of your setup, disconnect or turn off any USB devices not in use and connect your MeetUp to your room PC directly. 

   • Note: Connecting your MeetUp through a USB hub, or having too many active USB devices being used at the same time on the same system, can affect the overall quality of your video stream. 

2. Check that your video quality/fidelity isn’t being impacted by another application by running only your video conferencing application when testing the video. Either run your video application immediately after a reboot of the room PC without any other applications running or manually terminate any unnecessary applications when testing your video application. Make sure to disable any applications that launch on startup if they aren’t required for video conferencing.

3. Verify that the network or video conferencing service is not the cause of the video quality issues, by checking the video feed in a local video application like your computer’s native camera application.

4. If your local video stream is affected or it appears to be an issue with MeetUp’s camera or internal hardware, contact Logitech support for assistance. If your issue occurs when using your video conferencing application and the above prerequisite checks and troubleshooting steps did not resolve your issue, reach out to your conferencing platform’s support team.

Contacting Support

Please collect the following details when submitting a ticket to Logitech Support for assistance with MeetUp video issues.

1. Description of your setup, what other devices are connected, which computer operating system you are using, etc.

2. Details of where/when your video problem occurs. If possible, please include a screenshot/screen recording.

3. Results of trying the steps in the article above as well as any other troubleshooting you have attempted.

4. Device serial number.

5. Enter this information into our Contact Support form.