Troubleshooting: Kaptivo Not Listed on Zoom Rooms Controller App

The Zoom Room Controller uses the Bonjour protocol to auto-discover Kaptivo devices on the same network. Make sure that both devices are on the same network and can exchange Bonjour discovery messages.

You should also see an entry listed under Sources labeled "Other...", clicking this option will allow you to manually enter the Kaptivo's IP ADDRESS and complete pairing.

Remember, to complete the pairing you will be asked to enter the Admin Account that is the web admin account on the kaptivo camera itself - where you first setup the camera with admin/admin and were then asked to change the password...

If you prefer to continue troubleshooting auto-discovery not working, continue reading, but auto-discovery is not required to pair the devices.  

If no Kaptivo whiteboard cameras were automtically detected, there is likely something on the network that is keeping them from talking. The devices need Bonjour protocol, sometimes referred to as DNS-SD or Avahi for self-discovery to work.

Step 1 would be to see if the Zoom Room PC is receiving Bonjour data from the Kaptivo.  Software such as Bonjour Browser or iStumbler, both for macOS, (others listed here; https://en.wikipedia.org/wiki/Bonjour_(software)#Browsers ) can be used to view all services–you should be looking for a service called “_zoomcamera._tcp” which is the Kaptivo camera.

If the browser cannot see that service then Step 2 would be to review the network path between the camera and Zoom Room computer.  Is there a firewall or other network devices in the network path?

Note that bonjour only works on a "local link", meaning it won't go thru routers (unless extra configuration steps are taken to facilitate it). Note also that a Wi-Fi Access Point could also block bonjour traffic if your Kaptivo is Wi-Fi connected. Look for an option to turn on 'zeroconf' or perhaps Universal Plug and play (UPnP), which is similar to Bonjour and could indicate a setting that needs to be turned on.

If there is nothing obvious between the Kaptivo camera and Zoom Room PC that could be interfering with Bonjour, you could try using the Bonjour Browser on other computers on the same network segment. Can other computers see the Kaptivo “_zoomcamera._tcp” service?

Finally, open a ticket with Kaptivo support by going to https://support.kaptivo.com/hc/en-us/requests/new and include all of the steps that you’ve taken above, and include a description of the network connections and network path between the devices and include the OS and software versions for Zoom Room, Zoom Controller, Kaptivo camera.