This article outlines solutions to some of the most common issues encountered when setting up or using StudioEdge. Follow the relevant section below based on the symptoms you’re experiencing.
StudioEdge Server Not Showing in the StudioCall Portal
If your StudioEdge server does not appear in the StudioCall portal, please check the following:
Confirm that StudioCall is selected as the call solution within the Edge Portal.
Verify whether the server has been moved to a sub-account, as this may affect its visibility in the main portal.
Click the Settings cog on your server channels to check which sub-account you are linked to.
Check the sub account you have selected is correct.
StudioEdge Server Not Appearing in the Edge Portal
If the server does not appear in the Edge Portal:
Shows "No Edge Connected"
Try Ctrl+Shift+F5 which will refresh and delete WebPage cache
On first-time sign-in, the software must be restarted to enable the required WebSocket connection. Without this step, the server will not appear in the portal.
Check your network configuration:
Ensure port 80, 443 and 5000 is open on your network.
Refer to the Network Installation Guide for full requirements:
https://support.quicklink.tv/hc/en-us/articles/29255603497361-Network-Installation-Guide
No Audio or Video from the Server
If the server is visible but audio or video is missing:
Check all physical cabling for correct connections.
Verify the input and output selections in the Edge Portal.
To rule out a StudioEdge software issue:
Open Media Express locally to confirm that video and audio signals are present.
To do this, firstly close StudioEdge software.
Click Start and search for "Media Express". Open the program
Select "Device" in the top left menu and select the input you want to check
Select "Log and Capture" to see the input. If you see video and audio bars this confirms the input is working correctly. Do the same for any additional inputs.
If using NDI:
Confirm the source is visible in Studio Monitor
To do this, Firstly make sure the NDI output option is enabled in the Edge Portal
Then click start and search for StudioMonitor.
Once open, right click any on the page to open the menu, Find the PC name then select the appropriate "Mix" for each caller channel.
If you get the guests feed then you know NDI output is working correctly
Audio Input or Output Issues when using RDP
When using RDP, if the correct setting Remote Desktop Protocol (RDP) audio issues are covered in a dedicated article. Please refer to the following for detailed guidance:
https://support.quicklink.tv/hc/en-us/articles/39762474490641-Why-do-I-have-no-audio-input-output
No Video Previews Displaying In the Edge Portal
If video previews are not appearing in the Edge Portal:
Ensure you are using Google Chrome (recommended browser).
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Clear the browser cache:
Go to Chrome settings → Site settings → Clear cached data.
Microsoft Teams Calls Not Connecting
If the system hangs or fails to join a Microsoft Teams call:
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System time mismatch is the most common cause:
If the Windows system time differs by more than 5 minutes, StudioEdge will be unable to join the call.
Resynchronize the system time in Windows settings on the StudioEdge hardware.
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Check whether the Teams waiting room is enabled:
The StudioEdge system may need to be manually admitted by the meeting host.
Unable to Change Audio Options When Using Dante
If you want to use Dante audio but cannot change the audio options:
Dante support must be enabled by Quicklink Support.
Please contact Support to request activation.