Technical Support Flipbox

This page helps you find a solution to the problem you have with Flipbox. Mind that sometimes the solution is only a click away and you do not need to call a support person. If you think Flipbox does something not the way you suppose it to, or you cannot recall the name of the function you heard about in a sales center – please, turn to the Flipbox User Guide once again paying close attention to the section that you think relates to the problem. Also please look at the Index section – you may come across a familiar term there. We suggest looking through the FAQ section on this website: answers are often found there.
Flipbox User Guide 4.0
Best way to get information about your device.

FAQ

Is videocamera included in the Flipbox package?
By default, videocamera for videoconferencing is not part of a standard product bundle. It is an optional device. Inclusion of such videocamera into the shipment bundle should be negotiated when the supply contract is discussed. You can as well buy an external USB videocamera with a built-in microphone on your own or you can use an external videocamera you already have. Please refer to an appropriate chapter in the User Guide for instructions on how to connect it to Flipbox.
Can I enhance the functionality of my Flipbox?
All applications required for your device to work efficiently and correctly are preinstalled on your Flipbox. This set of apps has been tested and optimized to ensure stable and reliable operation under the Flipbox OS. Yet you can install under Flipbox OS an Android app of your own choice, which provides additional capabilities you require. You should be aware that Flipbox OS does not provide access to an 'application market' which users know as a place where they can get a new application. You only have an opportunity of manually installing a new app with the use of an APK file (an archived app distributive file). Polymedia does not provide such files. You have to get this file yourself either by way of downloading it from a software site or directly from a software vendor. Polymedia does not provide support for user installed applications, which are not included in the preinstalled set. If the installed application interferes with the work of Flipbox, Polymedia support advises to reset the device to factory default settings. Besides Flipbox users have an exciting opportunity of installing any application of their own choice under Windows OS. To that end, you should install a special PC module into a dedicated slot on your Flipbox device. Depending on the shipped configuration this PC module may come bundled with such module or not. In the latter case, you have to acquire it as additional option. Regardless of how you get the PC module it will come with the MS Windows OS preinstalled on it. Polymedia does not provide support for MS Windows OS or Windows based software. For those questions please seek assistance from the appropriate software developing companies.
The device being connected to Flipbox through Screenshare does not show up on the Flipbox screen.
Required conditions for successfully creating a Wi-Fi connection using the Screenshare Pro app:

  1. The Wi-Fi network should not use any Wi-Fi client isolation parameters.
  2. The Wi-Fi network should accept broadcast packets.
  3. The Wi-Fi network should not use QoS which prevent stream broadcast.
  4. Firewall/antivirus on the device running ScreenShare app client must be either disabled or configured not to block ports/protocols used by ScreenShare.
  5. The PC which should share its screen with Flipbox must be located in the same Level 2 domain as Flipbox is currently located.
  6. Make sure that firewall/antivirus software does not block the Screenshare Pro app.
  7. If Flipbox was reset to the factory defaults you should enable the six-digit code display in the Flipbox Settings.
An external videocamera and/or built-in microphone does not work.
An external USB videocamera uses different driver set for Flipbox (Android OS) and Windows. Make sure you install camera drivers under the operating system which you run to work with your camera. A good idea is to install driver sets both under Windows OS and under Flipbox OS - then you will not spend time on doing it when you need to work. You may find out that there is no driver set for your USB videocamera available for Android. You can inquire with the device vendor if they have one, and if they don't it would be a good idea to replace the videocamera. Also double-check if you selected the right device when you set up the audio/video parameters in the application you are going to use with the camera (this, for example, can be the Trueconf app). Also run the device manager in Windows OS and check if the USB camera device has been disabled in the current configuration.
I cannot connect Flipbox to a Wi-Fi network.
Look through the instruction provided by Flipbox User Guide once again and re-check the configured parameters. If everything is in conformance with the Instruction guidelines - please ask your system administrator to help you out. On some occasions a thorough knowledge of the network infrastructure is essential to correctly set up the connection parameters.

Request for Support

If the answer still cannot be found, please, fill in this form explaining your problem. A qualified person will immediately pick up your request and start working on it.

Support Call Center Flipbox

Phone
+971 (4) 296-54-99
Polymedia web-site