Clear-Com Station-IC / Agent-IC troubleshooting

Common Station-IC / Agent-IC errors & problems

What techs run into most, and what's usually behind it. The step-by-step fix for your exact unit is in Ask Roadie.

• Agent-IC on iPhone will not connect / find the matrix when both are on the same local Wi-Fi

  Likely cause: iOS blocks local-subnet discovery/traffic until Local Network access is granted, so an on-site Wi-Fi connection to a local matrix fails until the permission is enabled.

  Step-by-step fixGet the fix →

• Can ping the matrix but the client still fails to connect

  Likely cause: The client opens a TCP control link then streams UDP audio on the same port; a firewall passing ICMP (ping) but not that port lets ping through while silently dropping the intercom session.

  Step-by-step fixGet the fix →

• Connecting a virtual client from outside the venue / over the public internet fails

  Likely cause: The client uses TCP to establish the link and UDP for audio thereafter; without a forward rule and the correct external address published, the return UDP audio path never reaches the client.

  Step-by-step fixGet the fix →

• LQ only: virtual client says the seat is in use / a second person cannot log into the same client

  Likely cause: On LQ each virtual-client login consumes a single Role session; a second login on the same Role is refused until the first releases it.

  Step-by-step fixGet the fix →

• No license available / client connects then drops when many users log in

  Likely cause: The host holds a fixed pool of concurrent virtual-client licenses; once exhausted new logins are denied until a license is released or added.

  Step-by-step fixGet the fix →

• Noticeable talk/listen latency (audio delay) on the virtual client

  Likely cause: The client buffers UDP audio to survive jitter; higher jitter and non-low-latency audio devices force a bigger buffer, which is heard as delay.

  Step-by-step fixGet the fix →

• Poor / choppy audio quality even though the client stays connected

  Likely cause: The audio is real-time UDP with a small buffer; packet loss and jitter on an under-provisioned link surface directly as dropouts.

  Step-by-step fixGet the fix →

• Station-IC / Agent-IC will not connect to the host (Eclipse HX matrix or LQ) even though credentials look right

  Likely cause: Virtual clients authenticate against a seat that must be pre-provisioned on the host card; the profile fields must byte-match the host or the matrix rejects the session.

  Step-by-step fixGet the fix →

• Unwanted echo heard by other panels when a virtual-client user is in speaker mode

  Likely cause: AEC removes the loop from speaker back into the mic; on devices lacking AEC in speaker mode a headset physically breaks that acoustic loop.

  Step-by-step fixGet the fix →

• Want profiles/keys to follow the user across machines, or need more control keys than fit on screen

  Likely cause: Profiles live server-side keyed to the user login, so any client instance retrieves them; the key grid is responsive, so more screen real estate exposes more of the 24 available keys.

  Step-by-step fixGet the fix →

• Windows install fails with a failed-installation popup

  Likely cause: A partial/aborted install leaves inconsistent files; a clean re-install replaces them, and the setup log pinpoints permission or dependency causes.

  Step-by-step fixGet the fix →

Not on the list? Describe it your way, or paste the error code off the display. Ask Roadie works the problem with you until it's fixed or you have a clear next move.

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