Chapter 4: Troubleshooting
Troubles with the license of the i3ALLSYNC Receiver?
What can you do:
Check if you’re connected with the internet.
Using the receiver for the first time? Please insert a LAN cable.
Make sure you’re connected with the internet and restart the device.
Is the problem still not solved? Please contact our service team.
Network issues with your i3ALLSYNC Touch HDMI/Type-C transmitter?
You’re trying to pair the hardware transmitter with the software receiver but the main LED keeps blinking green? Please check with your IT manager if the WiFi network is 2.4 GHz. The transmitter can’t work on a 5.0 GHz network.
If you would like to have some more information about how to use the i3ALLSYNC solution in combination with the network, then please refer to Chapter 5: i3ALLSYNC Advanced Network Configurations.
Note: If your i3TOUCH receiver recently switched WiFi networks, then please close your ALLSYNC application and restart it again.
Touchback issues
The touchback on your interactive touch display isn’t working? Please be aware that the touchback function only works when you are screen sharing with:
The i3ALLSYNC Touch HDMI/Type-C transmitter (hardware solution).
The i3ALLSYNC windows transmitter (software application).
The i3ALLSYNC macOS transmitter (software application).
Applications which do not support touchback:
The i3ALLSYNC Android transmitter (software application).
Airplay for iOS and macOS.
Google Cast for macOS/Windows/Android.
What can you do when touchback doesn’t work:
Please make sure that the touchback is enabled on the receiver (refer to 2-2-1).
Please make sure that the USB for touchback is connected properly.
Still no touchback? Please shut down the device and restart it.
When none of the above solutions have worked, please contact our service and support team.
No sound
Your screen is sharing but there is no sound on your touch display?
Please check if the sound of your touch display is loud enough. Turn up the volume of the touch display.
Using the i3ALLSYNC software transmitter? Please check if the volume of your application is open.
Check in the settings of your laptop if it’s using the speakers of the interactive touch display.
Is the problem not solved by checking these issues? Then please contactplease contact our service and support team.
Mac permission settings
Above macOS 10.13, it will require permission to execute software on your Mac. If the permission is not open, it will cause the projection without the sound of i3ALLSYNC. When you install the i3ALLSYNC app on your Mac for the first time, the device will ask permission like below:
Choose Open Security Preferences
Now click the lock icon to unlock it, then choose “allow”
How to turn on Mac permissions if you didn’t allow permission when you installed the software?
Go to “system preferences”
Select “security & privacy”
Choose the tab “General” and click the lock icon to unlock it, then choose “allow”
No sound with macOS software transmitter (virtual audio driver installation instruction)
We support open-source virtual audio driver, please go to https://github.com/ExistentialAudio/BlackHole
Select download installer
Insert the following information: Email address, First name, Last name. To finish free subscription.
After subscription, check your email address and open the link.
You will be directed to download the webpage, please select “BlackHole 2ch v0.2.9” to start the download.
Execute the installer file ‘BlackHole2ch.v0.2.9.pkg’start installation process. Click Continue.
License agreement. Click Continue
Click Agree
Please choose the preferred install location and click install.
Click close to finish the installation.
After finish installing, Go to System Preference-> Sound, you will find ‘BlackHole 2ch’ is listed as below. Select it you will be able to transmit the audio stream.
Other problems?
Please contact our customer service team, they will be happy to help you out.