Guidance

How to fix ClickShare problems on a MacBook

Published 17 December 2020

Applies to England and Wales

© Crown copyright 2020

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1. Problems with ClickShare

ClickShare is not working properly in court for some MacBook users.

The main problems are:

  • A delay between the sound and video
  • The connection dropping (usually after 2 or 3 minutes)

2. How to fix the problem

  1. If you have ClickShare Launcher software on your computer, delete it by opening the applications folder and dragging the ClickShare app into the recycle bin.
  2. Download the new ClickShare App from Barco.
  3. Install the new software named ‘ClickShare_Setup.dmg’.
  4. Plug in the ClickShare button dongle (the dongle must be plugged in to connect to ClickShare). Do not run the software that appears when you plug in the dongle.
  5. Open your applications folder and double-click on the white ClickShare logo, the software should open.
  6. The first time you run the software you need to enable screen recording on the MacBook for ClickShare. The ClickShare App should now have a tick next to it. If the software will not start, restart the computer.
  7. The connection notification box for ClickShare should be located in the bottom right of the screen.
  8. Once the software recognises the dongle and the court room it is in, either click the white button on the dongle, or click the small white ring on the desktop software. Both should turn red once connected.
  9. The screen should now be shared and there should be no issues with video or audio.
  10. Check the sound is going through ClickShare by going to System Preferences, then Sound, and changing the ‘Output’ to ClickShare.

3. Troubleshooting

If ClickShare keeps crashing, restart the computer. The software will crash if old versions of ClickShare are running at the same time or have been run on the computer without it being restarted.

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