Troubleshooting#
| Problem | Solution |
|---|---|
| I have modified my Jabra account profile information, but the changes are not reflected on the Jabra Plus Management platform. Note If you have enabled SSO in your organization, you cannot perform this procedure. | 1. On the left-hand navigation bar, click your profile name (user icon) 2. Click Personal details 3. On the Personal details page, click the Edit profile button. You are now taken to an external webpage 4. In the Account tab, under Display name , click Edit 5. In the provided field, enter the new display name and click Save Now, you can close the web browser and return to the platform. Ensure you log out of the platform and log back in to see the reflected changes to your display name in the Profile > Personal details page. 6. At this point, on the Personal details page, click the Sync profile button. You will get a notification that your profile on Jabra.com has been synchronized with the platform. |
| I created and installed a software client, but my Jabra device (Meeting room or Personal device) does not appear in the room inventory or device inventory . | - If the Jabra meeting room or personal device is not visible in the relevant inventory, the end user must restart the computer that the Jabra device is connected to. |
| I tried to update the firmware of my Jabra meeting room device; however, the process stopped during the update, and I cannot continue updating it. | - PanaCast 50 RS: If the firmware update fails, ensure you reboot the Jabra meeting room device. The firmware update resumes automatically, in the context of scheduled device updates. - PanaCast 50 BYOD: Ensure you unplug the Jabra meeting room device from the power supply/outlet and plug it back in. You can now retry the firmware installation. - PanaCast 40/50/55 VBS: See the error message displayed in the PanaCast Control/Touchscreen tablet. Restart/reboot the Jabra meeting room device and retry the firmware update. Important note For instructions on how to reboot, ensure you read the relevant Jabra meeting room device documentation. |
| As an end user, I tried to update the firmware of my Jabra personal device, but the process was interrupted or did not complete, and my device does not work, or the firmware was not installed. | - You must perform a firmware recovery. See the Recovering your Jabra personal device after a failed firmware update topic. Be aware that this procedure only applies to cabled or wired Jabra personal devices. |
| When I want to perform a procedure, some of the menus appear greyed out or unavailable. | The admin user performing the procedure may not have the correct permission to do so. See the Roles and permissions chapter. |
| I tried to update the firmware of certain Jabra personal devices on the platform, however, I see a message “Firmware updates are not supported in Jabra Plus Management , use Jabra Direct or Jabra Xpress to update the device when required”, how can I update the firmware of my Jabra personal device(s)? | - Jabra personal devices with older hardware must be firmware updated using Jabra Direct or Jabra Xpress . Ensure that you first update the firmware using Jabra Direct or Jabra Xpress , and after the update is completed, you must uninstall Jabra Direct (or stop using Jabra Xpress ) and continue using the Jabra Plus Desktop . For the list of Jabra personal devices that may require a firmware update using Jabra Direct or Jabra Xpress , see the Supported Jabra devices list . Be aware that some of the settings of your older personal device(s) may not be available on the platform. |
| There is a Configuration warning message in a (room) configuration (or configuration for personal devices) that I created. How can I address the warning? I also see an exclamation mark ( ! ) on some Jabra devices in my device inventory or room inventory . | - When a previously selected firmware version in a configuration becomes unsupported, subsequent Jabra devices added to the respective inventories keep their existing firmware and cannot update to the unsupported version. - To remove the exclamation mark (!) and the Configuration warning message, you must select a different firmware version and edit the firmware policy. To do this, see the procedure Modifying & setting the firmware policy for specific Jabra device models or if you have configurations assigned to a specific room or Jabra personal devices in a device group, see the Modifying & setting a firmware policy for a specific room or device group procedure. |
| I successfully provisioned Jabra devices to the Jabra Plus Management platform, but the connection status shows Offline . How do I get Jabra devices to appear Online ( Connected ) in my device inventory or room inventory ? | - A device that is listed in an inventory but shows as Offline has successfully established an initial connection to the platform. However, it cannot establish or maintain a persistent connection to cloud services. This ongoing connection relies on WebSocket technology over HTTPS. - Confirm that the Jabra device, or the computer it is connected to, has internet access - Verify that the corporate firewall allows outbound HTTPS traffic on TCP port 443 to all required Jabra Plus endpoints listed in the Detailed whitelist domain requirements section - Ensure that your network infrastructure permits WebSocket connections to *.azure-devices.net. Proxies or security appliances must allow the HTTP Upgrade handshake to this endpoint and must not terminate long-lived connections prematurely.- If your organization performs TLS inspection (SSL decryption), verify that *.azure-devices.net is excluded, as inspection may interfere with the WebSocket connection Important note *In the case that your organization uses a proxy server or a specific NTP server URL, verify that the proxy settings are correct and that Jabra Plus traffic is allowed. For certain Jabra meeting room devices that use the Jabra Plus Provisioning app (i.e., PanaCast 50 BYOD), you must configure the network and proxy server settings during provisioning. For the procedure, see the Device Provisioning & Onboarding Guide. For other Jabra meeting room devices (i.e., PanaCast U30 and PanaCast 40/50/55 VBS), ensure that you read the relevant Jabra meeting room device documentation. |
If you require further assistance, would like to get in touch with Jabra, or consult other documents, ensure you visit the Jabra Plus support page.