Keia Atlas

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IncidentINC0041177

On holdOn call: Carlos Mendes until Monday 08:00SimulatedServiceNow · INC0041177 · 14:20

Laptop at the table doesn't show on Heron's screens

Waiting on the vendorchecked just now

  1. New15 Oct, 09:40 · Marcus Webb25 min
  2. In progress15 Oct, 10:05 · Grace Kim4 h 15 min
  3. On hold15 Oct, 14:20 · Grace KimWaiting for the vendor · 4 days so far
  4. Back in progressNot yet
  5. ResolvedNot yet

Response target 8 working hours · taken in 25 min

12.03 Heron

Large meeting room · HDBaseT receiver at the display litSpace page
9. Scaler for the whiteboard camera picture, Kramer VP-440H2 · Behind the display6. HDBaseT receiver at the display, Kramer EXT3-POE-XR-R · Behind the displayPlate A: Wall plate behind display 1. 4 Type B sockets, 2 data ports. Power 1: Display Power 2: HDBaseT receiver at the display Power 3: Scaler for the whiteboard camera picture Power 4: USB to HDMI converter for the whiteboard camera Data 1: Display Data 2: Video barPlate A: Wall plate behind display 1. 4 Type B sockets, 2 data ports. Power 1: Display Power 2: HDBaseT receiver at the display Power 3: Scaler for the whiteboard camera picture Power 4: USB to HDMI converter for the whiteboard camera Data 1: Display Data 2: Video bar10. USB to HDMI converter for the whiteboard camera, INOGENI U-CAM · Behind the display3. Video bar, Poly Studio X72 · Display wall1. Display (98 in shown) · Display wallPlate B: Wall plate behind display 2. 4 Type B sockets, 2 data ports. Power 5: Display Power 6: Video bar Power 7: spare Power 8: spare Data 3: Display Data 4: sparePlate B: Wall plate behind display 2. 4 Type B sockets, 2 data ports. Power 5: Display Power 6: Video bar Power 7: spare Power 8: spare Data 3: Display Data 4: spare2. Display (98 in shown) · Display wallPlate C: 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: spare5. HDBaseT transmitter, Kramer EXT3-C-XR-T · Below the tablePlate E: Wall plate outside the door, behind the booking panel. 1 data port. Data 1: Scheduler panel11. Scheduler panel, Logitech Tap Scheduler · outside the doorPlate D: Floor box in the floor by the table. 2 Type B sockets. Power 1: spare Power 2: spareMarker board8. Whiteboard camera, Logitech Scribe · Wall8. Whiteboard camera, Logitech Scribe · Wall8. Whiteboard camera, Logitech Scribe · Wall4. Touch controller, Poly TC10 · On the desk4. Touch controller, Poly TC10 · On the desk7. Microphone, Poly Studio Expansion Microphone · On the deskTrack behind the displayTray under the tableUp the table legFloor cable coverFloor boxFloor boxFloor duct, in the floorFloor duct, in the floorWall riser, up to the trackCeiling drop, from the track to the ceilingCeiling basketCeiling basketCeiling drop, from the track to the ceilingPlate A: cabled up inside the wall to the ceiling above the door, back to the comms roomPlate B: cabled up inside the wall to the ceiling above the door, back to the comms roomPlate C: cabled through the floor void to the ceiling above the door, back to the comms roomPlate D: cabled through the floor void to the ceiling above the door, back to the comms roomHDMI: Video bar HDMI out 1 to Display 1 HDMI in, via the track behind the displayHDMI: Video bar HDMI out 2 to Display 2 HDMI in, via the track behind the displayCat 6: Display 1 LAN to plate A, data 1, via the track behind the displayCat 6: Video bar LAN 1 to plate A, data 2, via the track behind the displayCat 6: Touch controller LAN to plate C, data 1, via the table tray, the table leg, the floor cable cover and floor box CCat 6A: HDBaseT transmitter HDBaseT to HDBaseT receiver at the display HDBaseT, via the table tray, the table leg, the floor cable cover, floor box C, the floor duct, the wall riser and the track behind the displayUSB-C: HDBaseT transmitter USB-C to a laptop, via the table trayHDMI: HDBaseT receiver at the display HDMI out to Scaler for the whiteboard camera picture HDMI in 1, via the track behind the displayHDMI: Scaler for the whiteboard camera picture HDMI out to Video bar HDMI in, via the track behind the displayHDMI: USB to HDMI converter for the whiteboard camera HDMI out to Scaler for the whiteboard camera picture HDMI in 2, via the track behind the displayVendor cable: Whiteboard camera LAN to USB to HDMI converter for the whiteboard camera USB-A 1, via the ceiling drop, the ceiling and the track behind the displayUSB: HDBaseT receiver at the display USB-B to Video bar USB-C, via the track behind the displayMicrophone: Microphone mic port to Video bar mic port, via the table tray, the table leg, the floor cable cover, floor box C, the floor duct, the wall riser and the track behind the displayCat 6: Scheduler panel LAN to plate E, data 1, plugged in beside itPower: Display 1 power to plate A, power 1, via the track behind the displayPower: HDBaseT receiver at the display power to plate A, power 2, via the track behind the displayPower: HDBaseT transmitter power to plate C, power 1, via the table tray, the table leg, the floor cable cover and floor box CCat 6: Display 2 LAN to plate B, data 3, via the track behind the displayPower: Display 2 power to plate B, power 5, via the track behind the displayPower: Video bar power to plate B, power 6, via the track behind the displayPower: Scaler for the whiteboard camera picture power to plate A, power 3, via the track behind the displayPower: USB to HDMI converter for the whiteboard camera power to plate A, power 4, via the track behind the displayWhere the data comes in: above the door, from Comms room (MDF) 12.111. Display12. Display28. Whiteboard camera83. Video bar34. Touch controller47. Microphone7Plate D: Floor box in the floor by the table. 2 Type B sockets. Power 1: spare Power 2: spareD9. Scaler for the whiteboard camera picture, behind the display96. HDBaseT receiver at the display, behind the display610. USB to HDMI converter for the whiteboard camera, behind the display105. HDBaseT transmitter, below the table511. Scheduler panel, at the door11Plate A: Wall plate behind display 1. 4 Type B sockets, 2 data ports. Power 1: Display Power 2: HDBaseT receiver at the display Power 3: Scaler for the whiteboard camera picture Power 4: USB to HDMI converter for the whiteboard camera Data 1: Display Data 2: Video barAPlate B: Wall plate behind display 2. 4 Type B sockets, 2 data ports. Power 5: Display Power 6: Video bar Power 7: spare Power 8: spare Data 3: Display Data 4: spareBPlate C: 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: spareCPlate E: Wall plate outside the door, behind the booking panel. 1 data port. Data 1: Scheduler panelE

Drawn to scale · 4.60 × 9.70 m, 44.6 m² · 16 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 6.0 × 1.4 m (house choice)

Do

The job’s own verbs

Record

Timeline

Every event: who, what, when and where it came from
  1. 15 Oct

  2. Grace Kim Waiting on the vendor: RMA raised with Kramer through the integrator, RMA-55120. Replacement due 2 October. A long HDMI cable runs from the table to the scaler until then.

    ServiceNow · INC0041177

  3. Grace Kim Tried a bench receiver: the picture comes straight back. The receiver behind the display is faulty.

    ServiceNow · INC0041177

  4. Grace Kim Took it: In the room. Swapped the HDBaseT cable between the table and the display wall: still no picture.

    ServiceNow · INC0041177

  5. rule: Match tickets to spaces (Priya) Matched to Heron at the Chicago office. The table cable goes through an HDBaseT transmitter and receiver to the scaler. Both are passive, so Keia Atlas cannot see them; the video bar reports no input on HDMI in 1. ·

  6. Marcus Webb Came in: Called the service desk before a 10:00 presentation.

    ServiceNow · INC0041177

  7. Keia Atlas Proposed P3, from impact and urgency

  8. PRJ-21 T-2101: Prove the fault: swap the cable, then try a bench receiver

  9. PRJ-21 T-2103: Run a long HDMI cable from the table to the scaler as a workaround

  10. 29 Oct 2022

  11. Asset register Heron HDBaseT receiver at the display installed

    DEMO-CHI-000008 · AG-000008

Wiring, with the hdbaset receiver at the display's path lit

10 signal cables, 12 to outlets
VideoHDBaseTUSBVendor cableAudio

Everything its signal passes through is lit.

Where it startsCarried, switched and processedWhere it endsHDMI: Video bar, hdmi-out-1 to Display 1, hdmi-in-1HDMI: Video bar, hdmi-out-2 to Display 2, hdmi-in-1Cat 6A: HDBaseT transmitter, hdbaset-1 to HDBaseT receiver at the display, hdbaset-1USB-C: HDBaseT transmitter, usb-c-1 to LaptopHDMI: HDBaseT receiver at the display, hdmi-out-1 to Scaler for the whiteboard camera picture, hdmi-in-1HDMI: Scaler for the whiteboard camera picture, hdmi-out-1 to Video bar, hdmi-in-1HDMI: USB to HDMI converter for the whiteboard camera, hdmi-out-1 to Scaler for the whiteboard camera picture, hdmi-in-2Vendor cable: Whiteboard camera, lan-1 to USB to HDMI converter for the whiteboard camera, usb-a-1USB: HDBaseT receiver at the display, usb-b-1 to Video bar, usb-c-1Poly microphone: Microphone, mic-1 to Video bar, mic-1Video bar, Poly Studio X72Video barPoly Studio X72hdmi-in-1 · HDMIusb-c-1 · USB-Cmic-1 · Proprieta…hdmi-out-1 · HDMIhdmi-out-2 · HDMINetwork, behind the display #2Network, behind the…Power, behind the display #6Power, behind the d…Display 1, Model set per projectDisplay 1Model set per projecthdmi-in-1Network, behind the display #1Network, behind the…Power, behind the display #1Power, behind the d…Display 2, Model set per projectDisplay 2Model set per projecthdmi-in-1Network, behind the display #3Network, behind the…Power, behind the display #5Power, behind the d…Touch controller, Poly TC10TouchcontrollerPoly TC10Network, under the table #1Network, under the …HDBaseT transmitter, Kramer EXT3-C-XR-THDBaseTtransmitterKramer EXT3-C-XR-Tusb-c-1 · USB-Chdbaset-1 · RJ45Power, under the table #1Power, under the ta…HDBaseT receiver at the display, Kramer EXT3-POE-XR-RHDBaseTreceiver at…Kramer EXT3-POE-XR-Rhdbaset-1 · RJ45hdmi-out-1 · HDMIusb-b-1 · USB-BPower, behind the display #2Power, behind the d…Laptop, The person's ownLaptopThe person's owncableScaler for the whiteboard camera picture, Kramer VP-440H2Scaler forthe…Kramer VP-440H2hdmi-in-1 · HDMIhdmi-in-2 · HDMIhdmi-out-1 · HDMIPower, behind the display #3Power, behind the d…USB to HDMI converter for the whiteboard camera, INOGENI U-CAMUSB to HDMIconverter fo…INOGENI U-CAMusb-a-1 · USB-Ahdmi-out-1 · HDMIPower, behind the display #4Power, behind the d…Whiteboard camera, Logitech ScribeWhiteboardcameraLogitech Scribelan-1 · RJ45Microphone, Poly Studio Expansion MicrophoneMicrophonePoly Studio Expansio…mic-1 · RJ11Scheduler panel, Logitech Tap SchedulerSchedulerpanelLogitech Tap Schedul…Network, at the door #1Network, at the doo…
List every cable
CableFromTo
HDMIVideo bar, hdmi-out-1Display 1, hdmi-in-1
HDMIVideo bar, hdmi-out-2Display 2, hdmi-in-1
Cat 6Display 1, lan-1Data outlet 1, behind the display
Cat 6Video bar, lan-1Data outlet 2, behind the display
Cat 6Touch controller, lan-1Data outlet 1, below the table
Cat 6AHDBaseT transmitter, hdbaset-1HDBaseT receiver at the display, hdbaset-1In direct cable run 1, floor box to display wall. The receiver powers the transmitter over this cable.
USB-CHDBaseT transmitter, usb-c-1LaptopThe table cable people plug their laptop into
HDMIHDBaseT receiver at the display, hdmi-out-1Scaler for the whiteboard camera picture, hdmi-in-1
HDMIScaler for the whiteboard camera picture, hdmi-out-1Video bar, hdmi-in-1
HDMIUSB to HDMI converter for the whiteboard camera, hdmi-out-1Scaler for the whiteboard camera picture, hdmi-in-2
Vendor cableWhiteboard camera, lan-1USB to HDMI converter for the whiteboard camera, usb-a-1Up the marker board wall in trunking, along the ceiling to the display wall and down to the camera power box and dongle behind the display
USBHDBaseT receiver at the display, usb-b-1Video bar, usb-c-1Laptop USB through to the video bar, for device mode
Poly microphoneMicrophone, mic-1Video bar, mic-1Over direct cable run 2, with the extension kit
Cat 6Scheduler panel, lan-1Data outlet 1, at the door
PowerDisplay 1, power-inPower outlet 1, behind the display
PowerHDBaseT receiver at the display, power-inPower outlet 2, behind the display
PowerHDBaseT transmitter, power-inPower outlet 1, below the tableOptional: the transmitter can also run on power from the receiver
Cat 6Display 2, lan-1Data outlet 3, behind the display
PowerDisplay 2, power-inPower outlet 5, behind the display
PowerVideo bar, power-inPower outlet 6, behind the display
PowerScaler for the whiteboard camera picture, power-inPower outlet 3, behind the display
PowerUSB to HDMI converter for the whiteboard camera, power-inPower outlet 4, behind the display
Raw

Raw

The audit log for this job
15 Oct, 14:20 INC0041177 is on holdGrace Kim · ServiceNow15 Oct, 10:05 Grace Kim took INC0041177Grace Kim · ServiceNow15 Oct, 09:42 Done automatically: Matched to Heron at the Chicago office. The table cable goes through an HDBaseT transmitter and receiver to the scaler. Both are passive, so Keia Atlas cannot see them; the video bar reports no input on HDMI in 1Match tickets to spaces (Priya Nair) · Keia Atlas15 Oct, 09:40 Proposed P3 for INC0041177Keia Atlas · Keia Atlas15 Oct, 09:40 INC0041177 is newMarcus Webb · ServiceNow

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See Keia Atlas the way someone else does. A demo: nobody signs in.

Viewing asAnna ByrneAV and IT delivery engineer · EMEA

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About INC0041177 Laptop at the table doesn't show on Heron's screens

Goes to Sofia Reyes, Service manager, AV. Reviewed within five working days.