Troubleshoot

  • Which version you are on? And how to receive an update?
    Version 1.3.0 or higher
    If you are on 1.3.0, you will receive a mandatory update to 1.3.2 on July 26th, 2019 Friday at 11 pm PST. Your D7 will be able to update via the Zoom dashboard going forward.

    Version 1.2.2/ 1.2.3 or lower
    If your D7 are on any of these versions, you are not on the Zoom only system. We suggest you contact DTEN or follow this instruction to manually update your system to 1.3.0 as soon as possible.
    If you choose to stay in version lower than 1.3.0 you will NOT

    • ​​​​​​​Your D7 will not be able to update through the Zoom dashboard.
    • You will not be able to receive a 1.3.0 or 1.3.2 update over the air.  
  • How to get from version 1.2.2 or lower to 1.3.0 or higher?
    If you are on 1.2.2/ 1.2.3 or lower, please contact support@dten.com
    If you are on 1.3.0, you will receive a mandatory update to version 1.3.2. Then you will be able to update the D7 to future versions on the Zoom dashboard. 

  • Why is the shutdown or reboot button missing on the screen?
    Contact support@dten.com. They will set up a call and guide you to install Zoom Rooms on the DTEN D7.

  • Why is the microphone not working, producing a robotic sound, or the output is not clear?
    Please replug the DTEN mic array bar on top of the unit:
    - Once you plug in the DTEN mic array bar, you will see a notification and a plug-in sound effect if the system detects the media bar. 
    - Go to "Settings" in your Zoom Rooms and see check the Microphone setting and confirm the DTEM Mic Array 7.

  • How do I fix issues with microphone echo?
    Follow these steps ff you hear severe audio echo problems
    1. In the Zoom Rooms application, tap a blank area of the screen then tap Settings in the lower-right corner. 
    2. Tap Microphone.
    3. Enable Software Audio Processing and Reduce excessive sound reverberation. Learn more about Zoom Rooms audio.

  • What is the passcode for exiting the Zoom app on the DTEN D7 display?
    For more info, please see Room Passcode for Zoom Rooms.

To learn more about the DTEN D7 video conferencing board, please go to DTEN or DTEN D7.