March 14, 2018

FAQ – Support

Please always make sure you are useing the latest version of LoopMeeting.

Check out the changelog and download latest version here:

My application crash and the app uses a large amount of storage space.

We have found that in some cases if the panel is set up and not restarted after configuration the app accumulates a lot of storage space over time and then crash.
To fix this issue you first have to remove the application stored data.
In the Android OS – Enter Settings, Apps, and select LoopMeeting.
Press “Clear data” After you have cleared the App data, you need to reconfigure the App with your setting.
Then after configuration, make sure to restart your panel before you put it to use.
You can monitor the App data useage by pressing the “I” in the lower right corner.

This issue is fixed in LoopMeeting version 1.0.20 and above.

I have an Exchange environment running on Windows Server 2008, 2008R2

From LoopMeeting version the app enforces TLS 1.2 communication with the Exchange environment.
The reason for this enforcement is to follow best practices for secure communication and make sure the App is PCI compliant.
In older deployments of Exchange/Windows Server TLS 1.2 might not be enabled by default, it is supported but not enabled.
The enablement of TLS 1.2 needs to be done at least on the frontend servers in your environment for LoopMeeting to work.

To test the support for your frontend servers – go to the SSLlabs website and run test for your internet faceing host

If your servers does not support TLS 1.2 you need to enable it for LoopMeeting to be able to communicate.
We also suggest you evaluate to disable TLS 1.0 and 1.1 for security reasons.

Please follow theese guidelines if you need to enable TLS 1.2

Or, make sure you use LoopMeeting version 1.0.23 or above and select “Microsoft Exchange SSL” as server.

I get License key fail after the panel has been running for some weeks, and my panels are not internet connected

The app will check for license validity after 30 days (When app is started). If panels are not internet connected ths validation will fail and the app will not start.
If you experience this problem please update to App version 1.0.6 or newer where we have removed the mandatory periodic license check.
Please note that when you start the panel for the first time it needs to be internet connected to check validity of your license key.

I run Office365 and have LoopMeeting on LG or Philips panel

Microsoft will discontinue support for encryption protocols TLS 1.0 and 1.1 on Office 365. Office 365 still works with TLS 1.0 and 1.1 but is not oficially supported. Office 365 will depreciate TLS 1.0 and 1.1 starting from June 2020.
If you are useing LG or Philips the LoopMeeting app needs to be updated to enforce TLS 1.2.
For Loopmeeting LM-1066 and the new LM-1012 LED this is not an issue since they run TLS 1.2 by default.

If you want to be security compliant, download our latest version.

Can’t start the LoopMeeting App:

I can’t start the LoopMeeting App, it hangs or just reports “LoopMeeting Stopped” and then exits.

For LM1012T panel, refer to chapter 5 in this manual for factory reset.

For LG and Philips Panels
Solution: This is due to configuration data issue. You need to remove the App Configuration.
In the Android OS – Enter Settings, Apps, and select LoopMeeting.
Press “Clear data” After you have cleared the App data, you need to reconfigure the App with your setting.

Connection to my exchange environment fails.

Check out the Troubleshoot Video

There can be a number of reasons why you can’t connect to your exchange environment
Here is an overview of the most common reasons:

The panel is not network connected
(Can be checked by opening the Internet browser on the panel and try to open a web page)

The Time and Date is incorrect
In Android OS, check settings, time and date to see if it’s correct.
If not, check timezone settings and that you have internet access for NTP timesync.
If you want to use an internal NTP server, you can set the internal server here. Then restart the panel. It’s crucial that time and date is synchronized with a NTP server.

The exchange server credentials is wrong, Server address is wrong, or the the panel can’t reach the Exchange environment
This Can be checked by opening the internet browser and open your Outlook Web Access – https://”your_exchange_server”/owa log on with the credentials to see it it’s correct.

There is no access to Exchange Web Services (EWS) or EWS is disabled.
To check this open this address in the panels browser. https://”your_exchange_server”/EWS/exchange.asmx If you are able to log on and you get a screen that starts with this text it’s up and running:

You have created a service.
To test this service, you will need to create a client and use it to call the service. You can do this using the svcutil.exe tool from the command line with the following syntax: