Frequently Asked Questions

If the device has an alert, power-cycle it. For some devices you can do this from the Portal, where an asset action is available. If the fault comes back, note the time, the device and what the touch panel showed, and contact support.

See Room Support View.

Where a device needs credentials to be controlled, the stored login usually no longer matches. This happens after a factory reset, a site-wide password change, or a typo at commissioning. Open the device in Room Manager, use Show Password to compare, correct it and save. Control returns as soon as the configuration is pushed. If the credentials are right, check that the device’s IP address, IPID or Set ID matches the room configuration, and that the assigned driver matches the model.

See Room Devices and Password Management.

Innomesh addresses each device by the IP address, IPID or Set ID in the room configuration. Give the replacement the same values as the unit it replaced, or update the configuration to the new values. The alert clears once they match. The old device can stay visible for up to 12 hours before it disappears from the logs.

See Devices.

Some devices refuse control until a setting on the device itself is changed. This could be a security check, the enabling of a control protocol or port, or a switch between network and serial control. These settings live in the device’s own web interface, not in Innomesh. Check the device’s manual for its control settings.

See the Driver Catalogue for the protocol each driver expects.

The Driver Catalogue lists supported devices for Space CE, Space VC (legacy), Sight and Pulse. If your model is not in the catalogue, contact support with the brand, model and control protocol. The request goes to sales, who come back to you with a quote for the development work.

This is normally camera-driver behaviour, not a configuration error. Check the cabling and network path to the camera, that the assigned driver matches the camera model, and that the camera firmware is current. If it persists, contact support with the camera model, the driver, the exact button or preset, and a short video.

Check the DSP is online. After a power event a DSP often needs a restart. If the slider moves but nothing changes, check the fader’s Device ID, Block ID and Channel ID against the DSP.

See Audio Sources.

An online device can still fail to display. Check for an HDCP mismatch between source and display, confirm the route goes through the intended encoder and decoder, and check the transmitter firmware. Audio routed directly from an NVX or AES67 source, bypassing the DSP, can arrive without sound. If the fault is intermittent, note what was connected and when before creating a support ticket.

See AV Sources.

Check that the asset profile and driver match the model, that the IP address and port match what the driver expects, and that the credentials in Password Management match the device. PDUs need SNMP enabled before Sight or Pulse can monitor them. An Endpoint Reachability alert points to the network or port. An Endpoint Authentication alert points to the credentials.

See Creating a Sight Room and Creating a Pulse Room.

Asset profiles standardise device information across the platform. If a device’s profile is wrong or missing, contact support using the asset profile form on the support portal.

See Asset Profiles.

The receiver and channel names and IP addresses must match between the room configuration and the device. Not every driver reports battery level.

See Microphone Stations.

It means the device is not communicating with Innomesh. The device can still be reachable on the network while its response is not what the driver expects. The usual causes are the wrong credentials, the wrong port, a setting on the device, or the device being offline. If you can ping the device, its web interface is reachable and everything looks correct on your side, lodge a support ticket.

See Alerts.

No. These monitor the servers that run your rooms, and Innomate actions them. They do not affect room operation.

See Alerts and Vitals Infrastructure.

Innomesh reaches devices from the cloud, not from your local network. A firewall, ACL or security rule that blocks the device’s control port, or the Innomesh IP range, makes a healthy device look offline. Confirm the device answers locally, then ask your network team to check the rules for the Innomesh ranges and the device’s control port.

Devices controlled over HTTP resolve DNS on every request. A DNS outage on your network drops all of them together, and they recover when DNS does. Check DNS.

Thresholds are set per projector model by Innomate and are not editable in the Portal or Room Manager. Contact support with the model and the manufacturer’s rated hours and the threshold is corrected. If the alert keeps firing after a change, resolve the active alert once so it is re-evaluated.

See Alerts, section Projector Lamp Life Thresholds.

The room name in the rule must match exactly, including spaces. Check the Suppressed tab to confirm the rule caught the alert. Alerts that were already active when the rule was created keep their severity until they are resolved once and raised again.

See Alert Suppression.

An alert closes on an event from the device or the room. Once either is deleted that event cannot arrive, so the alert stays. Resolve and purge the alerts manually and they should not come back.

See Hotlist Overview.

An alert resurfaces when the device keeps dropping and recovering. One that is stuck on an old created date will not close on its own, so resolve it and then purge it. If it returns after a purge, contact support.

See Hotlist Overview.

Suppressed alerts sit under Permanently Suppressed Alerts in the Hotlist. Maintenance mode, a per-room rule or a global rule can suppress an alert, and the rule view shows which.

See Hotlist Overview and Alert Suppression.

Yes, and you can change it yourself. Administrators create a severity rule under Administration > Settings > Alert Settings that targets an alert category and sets the severity you want. A rule can be narrowed to a room, device or device type, and can also suppress or drop alerts that are never actionable in your environment. Severity changes needed a support request before v3.6.1.

See Alert Settings.

The device’s asset profile must match the profile the policy requires, and the policy must be attached to the right alert category. Check the category the Hotlist shows on the alert for that device and match the policy to it: the same fault raises a different category depending on how the device is monitored, so a device alert can arrive as Endpoint Communication for Space or as Endpoint Reachability for Sight.

See Alert-Based Automation Policies, section Troubleshooting.

The Rooms in Maintenance dashboard under Vitals lists them.

See Vitals Rooms.

Reboot the panel. If it does not recover, check that the panel can reach the internet, and that the panel URL is correct. Re-upload the touch panel file where that applies. Then check the web panel is reachable from your laptop through the Room Support View. If it is still down, contact support with the panel model, the message on screen and the time.

See Room Support View.

On a Space panel, check the panel’s time, timezone and NTP settings in its own setup menu.

A device can be turned off in two places: the Disable flag on the device, and the enable state on its AV Source or AV Destination. Check both settings for the device and keep them aligned.

See Devices.

Always load the latest file Innomate provides for that software version. A file for the wrong model, or an outdated one, gives a frozen or offline panel or a settings menu stuck on screen. If you are unsure which file applies, contact support.

See Setting up Crestron Touch Panels for HTML Control.

Check the IDs in this order: device IP and IPID, AV Source encoder ID, AV Destination decoder ID, then switcher input and output IDs. An inverted or copied ID is the usual cause. Compare each against the physical device before looking further.

See AV Sources and AV Destinations.

The destination’s mute type decides what Hide Image does. A matrix mute cuts the whole signal including audio. A video mute blanks only the picture. Check the mute type on the destination and the output it is wired to. Some displays show a blue screen instead of holding the last image, which is likely the display’s firmware rather than the configuration.

See AV Destinations.

Room Link recalls DSP presets between linked rooms. It does not route display content or start a meeting. What you hear after unlinking is set by the DSP preset the rooms return to. For the link to work, the encoder and decoder IDs, device credentials and block IDs in the link configuration must match the physical devices in each room.

Refresh the browser first. A dropped connection can leave a stale status on screen after the deployment has finished. If it is still stuck, run the deployment again. If the room stays in a deploying or undeployed state after a retry, contact support.

A template change applies to new rooms created from that template. Existing rooms are not changed by it. A room whose software is behind the template version can lose device controls until it is updated.

See Templates and Rooms and Updating Room Software.

Check the trigger definition: the event field (Key or Index) and the device it references. A delayed action is added inside the macro.

See Macros, section Triggers.

Set the default source and route in Default Routes on the template or room.

See Default Routes and Hot Plug Routes.

Check the minimum, maximum and default gain values on the audio source.

See Audio Sources, sections Level and Mute.

No. Innomesh monitors and controls the device: online status, restart, firmware. Call quality, self-view, the join flow and in-call settings live in the app or on the codec and are supported by Crestron, Cisco, Zoom or Microsoft.

See UC Integration.

Forward it to Innomate. Customer-hosted tenancies receive AWS lifecycle notices about certificates, end of support and maintenance. Innomate handles them as routine maintenance before the AWS deadline, and raises a change request with you only if the work needs a customer-side window.

Information records are matched to rooms by exact name. A trailing space, a different case, a rename applied in one system but not the other, or a name not yet in the registry breaks the match. Correct the room name and the record links.

See Standard Room Names and Information.

Audit Logs record every configuration edit with who made it and when, including edits by Innomate and by contractors.

See Audit Logs.

Assign the rooms’ user group to the account.

See User Group Filter.

Contact support with the person’s name and email address.

Room creation stops when the subscribed licence count is reached. Room and system template IDs have a maximum length of 50 characters, and Room Manager warns when a name exceeds it.

See Innomesh Subscription Tiers.