Prerequisites | Troubleshooting Steps | Contacting Support

Is your MeetUp image out of focus or blurry? Below are potential causes of camera focus issues and how to troubleshoot them.

Prerequisites

• Firmware: Download and install the latest firmware update from the Meetup downloads page.
  • Note: Before you run firmware updates, make sure your device isn’t in use by other applications.
• Environment: Ensure your conference room is ideal for MeetUp. MeetUp is best utilized in huddle rooms of up to 6 people (8 if expansion mics are installed). 
  • If you are using MeetUp in a larger conference room and need to rely on the digital zoom to have your participants fill the frame, this can introduce pixelation/loss of sharpness as digital zoom is cropping and enlarging the image.
  • If you are experiencing noise, loss of sharpness, dull/desaturated colors, increasing the amount of light in your conference room can mitigate these conditions.

Troubleshooting Steps

1. MeetUp uses a wide-angle lens designed for huddle rooms. Utilizing a wide-angle lens on a camera limits the “in-focus” range. Check whether the participants are within the focus range by moving the camera closer to the participants or vice versa.
2. If the camera does not self-adjust or is not settling on the participants, you can try manually adjusting focus. Download and install the Camera Settings App and then change the focus manually by adjusting the slider in the app.
   • Toggling autofocus off and back on can also reset the feature.
3. RightSight is Logitech’s autoframing software that is designed to keep all meeting participants within the meeting room focused and in-frame. In Logitech Sync, navigate to your device settings and toggle RightSight on or off and check your video feed in each state. If your video issue improves or is resolved by turning off RightSight, that may be the cause.
   • For instructions, click here: How to toggle RightSight on/off.
   • If you don’t have Logitech Sync installed, download it here.
   • Certain room conditions, such as reflective walls or being underlit, can affect RightSight’s autoframing and focus
   • Note: Updating your device’s firmware will automatically enable RightSight.

Contacting Support

If your issue continues after completing the above steps, please collect the following details and submit a support ticket for assistance.

1. Description of your setup, what other devices are connected, which computer operating system you are using, etc.
2. Details of your camera focus problem. If possible, please include a screenshot/screenrecording, a room description, and if you’re using RightSight.
3. Results of trying the steps in the article above as well as any other troubleshooting you have attempted.
4. Device serial number.
5. Enter this information into our Contact Support form.