A factory reset of the Icon is required to pair the Icon to Lifesize Cloud. Sometimes when the Icon is reset, the Video Call Output settings will change to HD Out even though you have a Generation 2 Phone connected to the Icon.
This will cause the audio signal through the HDMI cable instead of the Generation 2 Phone causing you to lose audio and creating the error: Audio Diagnostics – Failed to correct a problem with your audio – on the Generation 2 Phone touch screen.
This is an easy issue to correct. Open a web browser, preferably Chrome or Internet Explorer and type the IP address of the Icon in the URL at the top of the browser window.
The default user and password are:
Log into the Icon and click on the Preferences tab and select Audio. Change the Video Call Output back to Phone and click Save.
This will resolve your audio issue and the error alerts on the screen and phone will go away. No reboot necessary. Attempt a test call to verify the settings are correct and audio is working. If the issue persists, please call into support and we can do a screen share with you to troubleshoot further.
Technical Support Engineer