Your device needs to be investigated on location because of a failure. These are the conditions when an engineer is requested on-site:
General terms
Warranty covers defects in material, workmanship, and functionality of the Interactive Flat Panel or other i3-device and its integrated components.
Where an on-site intervention determines that the reported issue is caused by customer-owned devices, third-party equipment, external cabling, adapters, software, network infrastructure, configuration changes, environmental conditions, or where no defect is found in the Interactive Flat Panel or other i3-device, the intervention shall be considered chargeable. Labor, travel expenses, and associated service costs may be invoiced at the applicable service rates.
The determination of root cause will be made by the service engineer following diagnostic testing. If the Interactive Flat Panel or other i3-device is found to operate within specifications, the service visit is considered non-warranty regardless of the original problem report.
The visit becomes chargeable if the panel is functioning according to specification and the problem is caused by external equipment or infrastructure.
External source devices
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Laptop, PC, OPS supplied by a third party.
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Document camera.
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Video conferencing appliance.
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Digital signage player.
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Teams Rooms system.
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Wireless presentation system (Barco ClickShare, Airtame, ScreenBeam, etc.).
Example: Customer reports "no image on screen." Engineer determines the laptop's HDMI output is defective.
Customer-supplied cables and adapters
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Defective HDMI cable.
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Defective USB touch cable.
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Faulty USB-C cable.
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Damaged network cable.
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Third-party adapter or dongle failure.
Example: Touch does not work. Root cause is a defective USB cable between the panel and the PC.
Customer network and IT environment
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VLAN configuration.
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Firewall restrictions.
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DHCP/DNS problems.
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Microsoft Teams integration issues caused by customer infrastructure.
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Authentication or certificate issues.
Example: Synchronization fails because outbound traffic is blocked on the customer firewall.
Third-party software
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Windows, macOS, ChromeOS issues.
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Teams Rooms software issues.
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Zoom Rooms configuration.
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MDM solutions.
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Third-party screen sharing applications.
No fault found (NFF)
A visit should also be chargeable when:
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All panel tests pass.
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No hardware or firmware defect is identified.
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The issue is user-operation related.
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The issue cannot be reproduced.