Frequently Asked Questions

We have listed below some of the frequently asked questions that the X2O Media Support team are asked about our hardware, software and collaboration solutions. If you still require further help you can reach out to our support team.

Hardware

How do I send back a defective X2O Media Player?

If you encounter a hardware issue with an X2O player and your player is under warranty, please send an email to one of the following email addresses, depending on your location.

North America: supportna@x2omedia.com
EMEA: supportemea@x2omedia.com

An X2O Media representative will get in touch with you and ask you to complete some troubleshooting steps to see if we can help fix the problem.

If we are unable to resolve the issue, a Return Merchandise Authorization (RMA) process will be started, and a replacement player will be sent to you with a return label.

How do I connect a new X2O Media Player to my internal server?

When you turn on the player it will display the message below.

To change it to your local server, please select the settings/gear icon at the bottom right.

You will then have the option to change the name and server port. Click “ok” once you have changed this.

Software

How do I install the agent on a new player?

To install the agent, firstly ensure that you have completed the pre-requisite setup from the X2O User Guide.

Then log in to the X2O Media portal. If you do not know the link to access your X2O portal, please open a support request and we will be happy to help you find it.

Once you are logged in, please select the downward arrow next to your profile and click on the ‘Download Agent’ option.

To ‘Download Agent’ please remember to accept the software license agreement at the bottom of the page.

How do I install a player?

To install the player, firstly log in to the X2O Media portal.

Once you are logged in, please select the downward arrow next to your profile and click on the ‘Download Player’ option.

To ‘Download Player’ please remember to accept the software license agreement at the bottom of the page.

How do I get more licenses?

To request more licenses, you can either contact your X2O Media Account Manager, or email support@x2omedia.com and we will help you get the information.

How do I access the user guide?

To access the user guide, firstly log in to the X2O Media portal.

Once you are logged in, please select the question mark icon on the far right. This will bring up a drop-down menu and you can select the ‘User Guide’ option here.

How do I change the player orientation?

For Windows players, the player orientation is controlled by Windows. To make a change to the orientation you will need to go into your Windows Display settings and either change it to portrait or landscape depending on your requirements.

X2O OneRoom

How do I log into a session?

You will receive a calendar invitation by email that includes a link to the session along with a unique username and password to use to access the session. If your company/university is using single sign on (SSO), you will only receive the link and username in the calendar invitation.

To access the session, you will need to have a standard internet connection and a camera and headset.

The supported browsers are:

Windows:
Google Chrome 80+
Microsoft Edge 81+
Opera 67+

Mac:
Apple Safari 14.1+
Google Chrome 80+

To enter the session, click on the link in the invitation and enter the username and password provided.

How do I ensure that my browser is detecting my camera and microphone?

When your browser is open, you will see a lock icon next to the website URL. Click on this lock and a menu will appear highlighting your settings.

Ensure that you select ‘Allow’ from the dropdown menu next to both the Camera and Microphone options. You can see how this works for both Google Chrome and Microsoft Edge below.

How do I change my microphone?

There are two places where you can change your microphone.

On the setup page
To change it here, click on the dropdown menu next to the microphone icon as highlighted in the image below.

During a session
You can also change your microphone during a session by clicking on the settings icon as highlighted below. You will be given the option to choose from the microphones that are available.

How do I change my camera?

There are two places where you can change your camera.

On the setup page
To change it here, click on the dropdown menu next to the camera icon as highlighted in the image below.

During a session
You can also change your camera during a session by clicking on the settings icon as highlighted below. You will be given the option to choose from the cameras that are available.

How do I change my profile picture?

You can change your profile picture on the setup page before entering a session. To do this, click on the avatar icon. This will bring up the options to update your profile including the profile picture.

To update your profile picture, select the upload button. You can then browse to a location and add your chosen image. You can use the slider underneath to zoom in and out of the image as needed.

To update your profile picture during a session please select the cog icon at the top right of the user interface, and click on the picture area at the bottom right.

How do I change my location?

You can change your location information on your profile on the setup page before entering a session.

To do this, click on the avatar icon. This will bring up the options to update your profile including location. Select the box labelled ‘City’ and type in your location here.

You can also change your location information during a session by clicking on the cog icon at the top right of the user interface. You can then navigate down to the location field as shown below.