Student Life Classroom & Multipurpose Room (MPR) Support

Environment

Student Life, ResLife, Housing, Union, League
 

Issue

Overview of common classroom hardware issues and how to troubleshoot them​​.
 

Resolution

Context

There are multiple types of AV technology used in classrooms and multipurpose rooms (MPRs) throughout campus.  For spaces located in residence halls managed by Student Life, certain AV hardware is managed and supported by LSA IT (Mosher-Jordan and Trotter) while SLTS handles others.  This KB reflects the portion of classroom support managed by SLTS.  If a piece of equipment is not mentioned here, it is likely managed by LSA IT and should be routed accordingly.

Note:  for users who need help or assistance with learning how to use the technology in a given Student Life educational space, we recommend watching the relevant tutorial videos located here.
 

Equipment

The most common devices present in all educational spaces managed by SLTS include the following:

User-facing devices, readily accessed within the physical room:

  1. Crestron Room Scheduler (directly adjacent to the room’s entry/exit door).
  2. Crestron Control Panel (usually a touch screen; comes in 4-inch, 7-inch, and 10-inch models)
  3. Crestron Wall Input Panel (for a user's device)
  4. Projector
  5. Projector Screen
  6. Microphones (lapel or handheld, only for the bigger rooms, mostly MPRs)
  7. BluRay/DVD Player
  8. TVs
  9. Built-in computer (not common)

Additionally, there are user-hidden devices that allow the AV technology of a given room to function.  These are typically located in an equipment closet on a dedicated AV stack and include:

  1. Control processor
  2. Digital TV receiver
  3. Input/Output switch
  4. Microphone receiver
  5. Power amplifier
  6. Power sequencer
     

Common Issues

In general, initial troubleshooting of SL AV equipment should always include the following steps:

  1. Power Cycle:  Turn off the device, wait for 30 seconds, and turn it back on.
  2. Check Connections:  Ensure all cable connections are secure.
  3. Network Connectivity Check:  Verify that the device is connected to the network.


If the above steps fail to resolve an issue, follow-up information will need to be gathered before routing to SLTS.  As each AV device has different considerations, the following list breaks down the most common device issues by technology type and its related intake questions.
 

  1. Crestron Control Panels

    • The control interface is frozen or otherwise unresponsive

      • Are there any error messages displayed?

      • Is the touch panel receiving power? (e.g., any lights or display on the panel)

      • Have you tried rebooting the touch panel?
         

    • The touch panel does not control the AV equipment.

      • Are you able to navigate the touch panel menu?

      • Which specific equipment is not responding? (e.g. projector, TV, audio system)

      • Have you checked the network connection to the touch panel?
         

  2. Room Schedulers

    • The room scheduler is not displaying the correct schedule.

      • Are there any error messages or alerts on the scheduler?

      • Is the time and date correct on the scheduler?

      • Is the room scheduler powered on and connected to the network?
         

    • The room cannot be booked using the scheduler.

      • Are you getting any error messages when trying to book the room?

      • Is the room available according to the current schedule?

      • Have you tried booking the room through an alternative method? (e.g., Google Calendar, Teams through housing)
         

  3. Projectors

    • The projector is not turning on.

      • Is the projector plugged in and receiving power?

      • Are there any lights or indicators on the projector?

      • Have you tried using the remote or the manual power button?
         

    • The projector image is blurry or distorted.

      • Are the input cables securely connected and undamaged?

      • Is the lens clean and free of obstructions?

      • Have you adjusted the focus and zoom settings on the projector?
         

  4. TVs

    • TV is not displaying any image.

      • Is the TV powered on and is the power indicator light on?

      • Have you checked the input source settings on the TV?

      • Are the input cables (HDMI, etc.) properly connected and in good condition?
         

  5. Audio Systems

    • No sound from the speakers.

      • Is the audio system powered on and connected properly?

      • Have you checked the volume levels on both the Crestron touch panel and the audio system?

      • Are all audio cables securely connected and in good condition?
         

    • Distorted sound or poor audio quality from the speakers.

      • Have you checked for any obstructions or interference near the speakers?

      • Is there any visible damage to the speakers or audio cables?

      • Have you tried adjusting the audio settings on the Crestron touch panel?
         

  6. Microphone

    • Microphone audio is distorted or not working

      • Is the microphone powered on?

      • If the microphone is battery-operated, have you checked or replaced the batteries recently?

      • Are there any indicator lights on the microphone or receiver?

        • If yes, what color are the lights, and are they steady or flashing? This can help determine if there’s a power or connection issue.

      • Is the microphone set to the correct frequency/channel matching the receiver?

        • If yes, have you recently changed the settings or moved the equipment to a different room where interference might be an issue?

      • Are you experiencing any specific audio issues, such as no sound, poor sound quality, or interference?

        • If yes, can you describe the issue in more detail (e.g., crackling, dropouts, low volume)? 

        • When did you first notice the problem, and does it occur constantly or intermittently?
           

Escalation Process

If an issue cannot be resolved through the initial troubleshooting steps, a ticket should be generated and routed to the SLTS Operations team.  When doing so, the following information must be included in the ticket:

  • Customer name and contact details
  • Description of the issue and a list of troubleshooting steps already taken
  • Description of the problem device (control panel, projector, etc)
  • Asset tag, if any (usually a 4-digit numerical code)
  • Building and Room number (use GIS, if needed)
  • List of any error messages or codes displayed by the problem device
     

Additional Information

For immediate assistance for LSA classrooms, please contact LSA Technology Services at 734-615-0100 (prompt 1) or email LSATechnologyServices@umich.edu.

SLTS does not provide in-person training or event support for the above-mentioned equipment.  Users of the space are encouraged to view the SLTS-created tutorial videos on our MiVideo website (here).  Additional classroom support and training resources, including in-person scheduling, can be found on LSA Technology Services' website (here).  However, if in-person services are required, ITS Event Services (here) and LSA TS (here) do provide these (sometimes for a fee).

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