Troubleshooting Guide

Please ensure you have the latest version of the Merlyn application installed.

Diagnostic Tool

• Click here for more information.
• Use the diagnostic tool to identify specific issues and the actions required to resolve them.
• You can also send error logs to Merlyn using the Diagnostic tool.
• Open the overlay, click on the "Account" icon, then click on Diagnostics.

"The service is not currently available"

• Ensure the full Allowlist has been added to your district network.
• The Merlyn application may be blocked by another security policy in place with the district.

"Subscription not detected"

• Licenses are awaiting activation. Your IT admin will need to click the Activate link in the licensing email they received when the initial order was placed.
• Your email has not yet been added to your district roster in the Management Portal.

"USB not detected"

• Try plugging the USB dongle into another port, if available.
• Remove the batteries for 15 seconds.
• The remote may need to be re-paired:
  • Press Mission Control + Thumbs Down for longer than 3 seconds to delete pairing. The red indicator light will flash to indicate pairing has been deleted.
  • Press Back + 2 to start pairing with the receiver. The indicator light will flash blue to indicate pairing was successful.

Voice requests are not working

• Ensure you have the desktop application installed and running on your computer.
• Press and hold the top orange button on your remote. You should see the light flash green and an orange circle will appear in the upper right-hand corner of your computer screen.

Browser Extension not detected

• Ensure the Chrome extension is downloaded and "pinned" in your browser.
• Verify the extension was installed under the same Chrome Profile as your Merlyn login.

Zoom Network Diagnostics opening intermittently

• In your Zoom settings, uncheck the box to the right of "Start Network Diagnostics" on the Keyboard Settings page:

Remote calibration

• Your remote will recalibrate each time you turn the mouse/pointer function on or off.
• When activating the mouse on your Merlyn remote, be sure to point at the center of the screen you're using.

Screen flickering with projecting/casting

• Ensure refresh rate on both displays is set to 60 hz.