SVLive2 Troubleshooting

Last updated
Save as PDF

The following troubleshooting articles will help you diagnose and solve problems.

Situation	Description
No Wi-Fi locations when a laptop is on a LAN connection.	Reasons Check your Laptop for settings that might disable the Wi-Fi card because on HP Laptops the bios settings are where users can disable the Wi-Fi card when they have an active wired LAN connection. Resolution We recommend that you change the following settings when using an HP Laptop so that we get more reliable Wi-Fi data. Step 1. Navigate to the BIOS, and change the LAN/WLAN Switching setting from Enabled to Disabled. Then save the setting there by hitting the F10 key and again when you exit the BIOS (save settings and exit). Step 2. Navigate to the Windows Control Panel> System and Security > Administrative Tools > Services. Stop the "HP LAN/WLAN/WWAN Switching UWP Service" and change the startup to manual. Now both the WIFI and ETHERNET will work at the same time. Refer to the external articles: Wi-Fi disabled by lan/wan switching. HP 8470p. How do I fix this and enable Wi-Fi? Wi-Fi disable automatically when I connect ethernet cable into my laptop

Situation

Description

No Wi-Fi locations when a laptop is on a LAN connection.

Reasons

Check your Laptop for settings that might disable the Wi-Fi card because on HP Laptops the bios settings are where users can disable the Wi-Fi card when they have an active wired LAN connection.

Resolution

We recommend that you change the following settings when using an HP Laptop so that we get more reliable Wi-Fi data.

Step 1.

Navigate to the BIOS, and change the LAN/WLAN Switching setting from Enabled to Disabled.
Then save the setting there by hitting the F10 key and again when you exit the BIOS (save settings and exit).

Step 2.

Navigate to the Windows Control Panel> System and Security > Administrative Tools > Services.
Stop the "HP LAN/WLAN/WWAN Switching UWP Service" and change the startup to manual. Now both the WIFI and ETHERNET will work at the same time.

Refer to the external articles:

Find the Event Viewer Log

If you need to send Serraview Support your Event Viewer log, here is how to find it.

Windows

To find the Event Logs on the Windows Operating System complete the steps below.

The steps are written for Windows 10) and you may need your IT team to complete the steps.

Right-click Windows icon and from the menu select Event Viewer. The Event Viewer displays.
From the menu, expand the Windows Logs and select Application.
On the right-hand panel, select Filter Current Log... The Filter Event Log dialog displays.
From the Event Sources drop-down, select the SerraviewLiveAgent.
Click the OK button.
From the list of errors, look at the Source column for SerraviewLive.
Click on one of the errors. The Event Properties dialog displays.
Either take a screenshot of the error.
Click the Close button to close the dialog.
Kept the error selected and then from the right-hand panel, click the Save Filtered Log As.
Save the log to your computer.
Send log screenshot and saved log to support@serraview.com

Mac

To find the Event Logs for Mac, refer to the external article https://www.howtogeek.com/356942/how-to-view-the-system-log-on-a-mac/