Known issues

Here are some known issues with Chromebox and Chromebase for meetings devices as well as Hangouts Meet hardware. If available, we list a workaround to help troubleshoot the issue.

Hardware issues

Chromebox for meetings: Sign-in screen shows after updating to Chrome OS version 72

After updating to Chrome OS version 72, some devices start on the sign-in screen. To resolve this issue, restart the Chromebox to return it to the Hangouts Meet state. You might need to restart it more than once.

Chromebox for meetings: Compatibility issue with Logitech Rally

Due to an Intel® USB 3 compatibility issue, Logitech® Rally® requires the following hardware and software for successful operation: 

Chromebox version Chrome OS version
CN62 M73 or later
CN65 M71 or later

Chromebox for meetings error message: Chrome OS is missing or damaged

If you see the error message Chrome OS is missing or damaged, try to:

  • Wipe and re-enroll the device. Learn more about wiping and re-enrolling a device.
  • Recover the Chromebox with a USB stick and the Chromebook Recovery Utility extension. Learn more about recovering a Chrome OS device.
    Note:  you can use the utility to create a recovery USB for Chromeboxes or Chromebooks.

If these steps do not fix the issue, please file a support ticket.

Chromebox for meetings might crash or fail to start

If your Chromebox for meetings crashes repeatedly or fails to start, it might have a defective component. So that we can investigate, file a support ticket.

Audio issues

Audio settings reset after every meeting

To ensure the best experience, administrators set Google-approved peripherals as default. Therefore, after each meeting, the device resets to these peripherals. 

If you want to use a different peripheral, you need to ask your admin to set it as default in the Google Admin console. For details, see Set a default peripheral.

 

If your admin doesn’t want to change the default setting, you can manually set the peripheral before the meeting:

  1. On the device, click Settings Settings and then Audio.
  2. Find and select your peripheral.
  3. Unplug all other peripherals before you start the next meeting.

Related topics

Calendar and time zone issues

Delay in assigning calendar resources

After a user is granted admin access, it takes up to 24 hours before that new admin user can assign a resource to Google meeting room hardware. Users who experience the issue after 24 hours should contact support.

Time zone setting changes after initial setup

Some Google meeting room hardware doesn't retain the user-defined time zone setting after the initial setup, and return to the default time zone.

To resolve this issue, change the time zone using the following method:

Changing the time zone using the Google Admin console

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Device management. On the left, click Google meeting room hardware and then Settings and policies.

    Some features may require having the Google meeting room hardware with Calendar privilege.

  3. Scroll down to the Time Zone field and select the correct time zone.
  4. Click Save.

Camera issues

The Huddly GO camera disconnects during meetings
If Chromebox for meetings unexpectedly loses the connection to the Huddly® GO camera, try the following:
  • Switch the USB connector from the Chromebox front port to the rear port.
  • Switch the USB 3.0 cable to a USB 2.0 cable. Note: This will disable the camera auto-zoom feature.
Camera flickering 

Some Google meeting room hardware users in Japan can experience camera flickering during calls. This is the result of the device overwriting the anti-flickering setting from 50Hz to 60Hz. To resolve this issue:

  1. Set the device to GMT +09:00 Eastern Indonesia Time (Jayapura Time) to change the power frequency setting while staying in the same time zone.
  2. Restart the device.

Dial-in issues

Meetings created on a Chromebox for meetings don't show dial-in options
When you tap or click Start a new meeting on a Chromebox for meetings, the dial-in options aren't available.
Avoid this by taking one of the following actions:
  • Schedule the meeting through Calendar. 
  • Create the meeting on a personal device.

HDMI cable issues

Presenting to a room can fail  

When presenting to a room using HDMI, the presentation stream might not start, or it starts without audio. 

Make sure the Mimo touchscreen is connected to power correctly and uses qualified USB 3.0 cables. See our configuration guide for specific details. Sometimes, this issue occurs even if the cables are set up correctly.

Contact support for more details.

Managing meeting invitations

External users warning

When inviting a user on the domain where the Chrome device for meetings is enrolled in to a classic Hangouts video call, it's been reported that the call changes from "<your domain> only" to "Anyone with link".  And the following message is displayed:

"WARNING: The following invited emails are outside of your corporate domain. Please click the invite button again to confirm that you want to invite these emails."

Be careful. People from outside of your domain have been invited to this video call. Anyone at the external domain who you share the link with can also join this video call.

Avoid this by taking one of the following actions:

  • Invite users from other domains using Hangouts on your desktop.
  • Add users to the calendar event.
  • Share the meeting code with users. Users can join the video call from g.co/hangouts/<meeting code>.
Email addresses in meeting invitations

Gmail ignores the dot within usernames. For example, test.email@gmail.com and testemail@gmail.com are delivered to the same inbox. For more information, see Getting someone else's mail.

If a user's email username has one or more dots, meeting invitations sent from a Chromebox must match the exact address, with the dots included. Otherwise, invitations won't let the invitee in and the user will see the error "This party is over."

Power outages

Chromebox for meetings resets when it loses power

If your Chromebox for meetings has a Kingston® solid-state drive (SSD), it might unenroll and reset to the initial setup screen when there is a loss of power.

Check if your device has a Kingston SSD

  1. Connect a USB keyboard to the device.
  2. Restart the Chromebox for meetings.
    As the device is starting, press Ctrl+Alt+s.
  3. At the bottom of the screen, click Browse as guest
  4. In the Chrome browser window, enter chrome://system.
  5. Scroll to the storage_info section and click Expand
  6. Confirm the model number of the Advanced Technology Attachment (ATA) device is KINGSTON RBU-SNS4151S316GG2.

If your device is affected by this issue, contact the Chromebox for meetings manufacturer to request a hardware replacement. 

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