New 13 Oct, 11:05 · Mika Tanaka 35 min In progress 13 Oct, 11:40 · Anna Byrne 35 min Resolved 13 Oct, 12:15 · Anna Byrne Response target 8 working hours · taken in 35 min
2.02 Heron Small meeting room · Video bar lit Space page 5. HDBaseT receiver at the display, Kramer EXT3-POE-XR-R · Behind the display Plate A: Wall plate behind the display. 8 Type B sockets, 4 data ports.
Power 1: Display
Power 2: HDBaseT receiver at the display
Power 3: Video bar
Power 4: spare
Power 5: spare (only in bigger builds)
Power 6: spare (only in bigger builds)
Power 7: spare (only in bigger builds)
Power 8: spare (only in bigger builds)
Data 1: Display
Data 2: Video bar
Data 3: spare
Data 4: spare 2. Video bar, Poly Studio X52 · Display wall Plate A: Wall plate behind the display. 8 Type B sockets, 4 data ports.
Power 1: Display
Power 2: HDBaseT receiver at the display
Power 3: Video bar
Power 4: spare
Power 5: spare (only in bigger builds)
Power 6: spare (only in bigger builds)
Power 7: spare (only in bigger builds)
Power 8: spare (only in bigger builds)
Data 1: Display
Data 2: Video bar
Data 3: spare
Data 4: spare 1. Display (85 in shown) · Display wall Plate B: Floor box in the floor under the table. 2 Type B sockets, 2 data ports, 5 direct runs.
Power 1: HDBaseT transmitter
Power 2: spare
Data 1: Touch controller
Data 2: spare
Direct run 1: HDBaseT link to the display wall
Direct run 2: extra microphone (optional)
Direct run 3: spare
Direct run 4: spare
Direct run 5: spare 4. HDBaseT transmitter, Kramer EXT3-C-XR-T · Below the table Plate D: Wall plate outside the door, behind the booking panel. 1 data port.
Data 1: scheduler panel (optional) Plate C: Floor box in the floor by the table. 2 Type B sockets.
Power 1: spare
Power 2: spare Marker board 3. Touch controller, Poly TC10 · On the desk 3. Touch controller, Poly TC10 · On the desk Track behind the display Tray under the table Up the table leg Floor cable cover Floor box Floor box Floor duct, in the floor Floor duct, in the floor Wall riser, up to the track Plate A: cabled up inside the wall to the ceiling above the door, back to the comms room Plate B: cabled through the floor void to the ceiling above the door, back to the comms room Plate C: cabled through the floor void to the ceiling above the door, back to the comms room HDMI: Video bar HDMI out 1 to Display HDMI in, via the track behind the display Cat 6: Display LAN to plate A, data 1, via the track behind the display Cat 6: Video bar LAN to plate A, data 2, via the track behind the display Cat 6: Touch controller LAN to plate B, data 1, via the table tray, the table leg, the floor cable cover and floor box B Cat 6A: HDBaseT transmitter HDBaseT to HDBaseT receiver at the display HDBaseT, via the table tray, the table leg, the floor cable cover, floor box B, the floor duct, the wall riser and the track behind the display USB-C: HDBaseT transmitter USB-C to a laptop, via the table tray HDMI: HDBaseT receiver at the display HDMI out to Video bar HDMI in, via the track behind the display USB: HDBaseT receiver at the display USB-B to Video bar USB-C, via the track behind the display Power: Display power to plate A, power 1, via the track behind the display Power: HDBaseT receiver at the display power to plate A, power 2, via the track behind the display Power: HDBaseT transmitter power to plate B, power 1, via the table tray, the table leg, the floor cable cover and floor box B Power: Video bar power to plate A, power 3, via the track behind the display Where the data comes in: above the door, from Comms room (MDF) 2.08 3.66 m 6.10 m 0 1 m 1. Display 1 2. Video bar 2 3. Touch controller 3 Plate C: Floor box in the floor by the table. 2 Type B sockets.
Power 1: spare
Power 2: spare C 5. HDBaseT receiver at the display, behind the display 5 4. HDBaseT transmitter, below the table 4 Plate A: Wall plate behind the display. 8 Type B sockets, 4 data ports.
Power 1: Display
Power 2: HDBaseT receiver at the display
Power 3: Video bar
Power 4: spare
Power 5: spare (only in bigger builds)
Power 6: spare (only in bigger builds)
Power 7: spare (only in bigger builds)
Power 8: spare (only in bigger builds)
Data 1: Display
Data 2: Video bar
Data 3: spare
Data 4: spare A Plate D: Wall plate outside the door, behind the booking panel. 1 data port.
Data 1: scheduler panel (optional) D Plate B: Floor box in the floor under the table. 2 Type B sockets, 2 data ports, 5 direct runs.
Power 1: HDBaseT transmitter
Power 2: spare
Data 1: Touch controller
Data 2: spare
Direct run 1: HDBaseT link to the display wall
Direct run 2: extra microphone (optional)
Direct run 3: spare
Direct run 4: spare
Direct run 5: spare B Drawn to scale · 3.66 × 6.10 m, 22.3 m² · 6 seats · Outlets: Type A, B sockets; US plates, 70 mm wide and 46 mm more a gang; floor boxes with a 300 mm lid · Table 3.0 × 1.2 m (house choice)
What the systems say Device management Video bar online; a laptop in the room was also joined to the call with its speaker on.Health checks when Keia Atlas matched the ticket Keia Atlas record No problem seen Asset register No problem seen Addresses and DNS No problem seen Device management To review Room booking No problem seen Monitoring No problem seen Firmware 4.6.2.460046 Standard Next, from the guide Echo or poor audio : first check Device management. Likely: firmware with a known audio issue, extra microphone not detected, hard room surfaces.
Remind people in the room to join from the room system only, or to mute and disconnect laptop audio. Fix captured Echo in a room during a call: check first for a laptop joined with audio on. Added to the video bar's troubleshooting.Matched by The ticket names Heron at the Juneau office.
Record Open pages like this here
Timeline Every event: who, what, when and where it came from All 5 People 2 Rules 2 Connectors 1 Changes 0
13 Oct 12:15 Anna Byrne Resolved, no fault found: The video bar is fine. A laptop in the room was joined with its speaker on; once it left the call the echo stopped.
ServiceNow · INC0041150
11:40 Anna Byrne Took it: On site at the Juneau office for commissioning; going to the room.
ServiceNow · INC0041150
11:07 rule: Match tickets to spaces (Priya) Matched to the Heron video bar at the Juneau office. Device management: online. A laptop in the room is joined to the same call with its speaker on. · How was this done?
What happened Matched to the Heron video bar at the Juneau office. Device management: online. A laptop in the room is joined to the same call with its speaker on. Read back and matched.
What it read The ticket (the service desk tool, through its connector) · Bookings (room booking) · Device management and monitoring
What it did Matched to the Heron video bar at the Juneau office. Device management: online. A laptop in the room is joined to the same call with its speaker on
What it ruled out Two spaces with the same name (it asks a person when there are)
What it did not check Whether the caller described the right space (a person confirms when they take it)
Evidence 2 of 2 checks agreed before the write; read back matched. 11:05 Mika Tanaka Came in: Raised from the self-service portal during a call.
ServiceNow · INC0041150
11:05 Keia Atlas Proposed P3, from impact and urgency
Nothing of this kind on the record yet.
Wiring Every device in the space5 Related work5 Ticket details
Wiring, with the video bar's path lit 5 signal cables, 7 to outlets Video HDBaseT USB
Everything its signal passes through is lit.
Where it starts Carried, switched and processed Where it ends HDMI: Video bar, hdmi-out-1 to Display, hdmi-in-1 Cat 6A: HDBaseT transmitter, hdbaset-1 to HDBaseT receiver at the display, hdbaset-1 USB-C: HDBaseT transmitter, usb-c-1 to Laptop HDMI: HDBaseT receiver at the display, hdmi-out-1 to Video bar, hdmi-in-1 USB: HDBaseT receiver at the display, usb-b-1 to Video bar, usb-c-1 Video bar, Poly Studio X52 Video bar Poly Studio X52 hdmi-in-1 · HDMI usb-c-1 · USB-C hdmi-out-1 · HDMI Network, behind the display #2 Network, behind the di… Power, behind the display #3 Power, behind the disp… Display, Model set per project Display Model set per project hdmi-in-1 Network, behind the display #1 Network, behind the di… Power, behind the display #1 Power, behind the disp… Touch controller, Poly TC10 Touch controller Poly TC10 Network, under the table #1 Network, under the tab… HDBaseT transmitter, Kramer EXT3-C-XR-T HDBaseT transmitter Kramer EXT3-C-XR-T usb-c-1 · USB-C hdbaset-1 · RJ45 Power, under the table #1 Power, under the table… HDBaseT receiver at the display, Kramer EXT3-POE-XR-R HDBaseT receiver at the display Kramer EXT3-POE-XR-R hdbaset-1 · RJ45 hdmi-out-1 · HDMI usb-b-1 · USB-B Power, behind the display #2 Power, behind the disp… Laptop, The person's own Laptop The person's own cable List every cable Cable From To Video bar, hdmi-out-1 Display, hdmi-in-1 Display, lan-1 Data outlet 1, behind the display Video bar, lan-1 Data outlet 2, behind the display Touch controller, lan-1 Data outlet 1, below the table HDBaseT transmitter, hdbaset-1 HDBaseT receiver at the display, hdbaset-1In direct cable run 1, floor box to display wall. The receiver powers the transmitter over this cable. HDBaseT transmitter, usb-c-1 LaptopThe table cable people plug their laptop into HDBaseT receiver at the display, hdmi-out-1 Video bar, hdmi-in-1 HDBaseT receiver at the display, usb-b-1 Video bar, usb-c-1Laptop USB through to the video bar, for device mode Display, power-in Power outlet 1, behind the display HDBaseT receiver at the display, power-in Power outlet 2, behind the display HDBaseT transmitter, power-in Power outlet 1, below the tableOptional: the transmitter can also run on power from the receiver Video bar, power-in Power outlet 3, behind the display
In ServiceNow
Number INC0041150
Opened 13 Oct 2026, 11:05
Caller Mika Tanaka
Priority 3, moderate
Proposed priority 3, moderate, not changed
State Resolved
Assignment group AV and IT, Americas
Assigned to Anna Byrne
Short description Remote people hear an echo from Heron
Description People joining from home hear themselves a second later whenever Heron is in the call.
Resolution code No fault found
Resolution notes The video bar is fine. A laptop in the room was joined with its speaker on; once it left the call the echo stopped. Added by Keia Atlas
About Heron video bar, AG-000474
Where 2.02 Heron, Juneau office, Juneau
Service AV · owner Sofia Reyes
Response target 8 working hours, in working hours
Matched by The ticket names Heron at the Juneau office.
Symptom in the guide Echo or poor audio
First check Device management. Likely: firmware with a known audio issue, extra microphone not detected, hard room surfaces Raw Open pages like this here
Raw The audit log for this job
Every change, newest first, with who made it and when. Undo adds a change that puts the old value back; nothing is deleted.