ūmi telepresence Support
- Welcome Back,
- Not
- ?
- Sign In
- My Support
- Explore umi
- umi Connect
- Sign In
Cisco ūmi Customer Service
Cisco ūmi is commited to delivering a customer service experience that is as exceptional as a ūmi call. On this site you'll find helpful articles, community forums, resources and more.
We're Here to Help
- Overview
- FAQs
- Top Articles
- How do I purchase the Cisco umi mobile app?
- What features are available in the Cisco umi mobile app?
- How do I make a umi call?
- I want to use umi to call my friends on Google. How do I do this?
- Can I use a umi system outside the US?
- Are my umi calls secure?
- Will my router work with umi?
- Will umi work with my television?
- How do I check my messages on the umi Connect website?
- Set up ūmi
- How do I create my account online?
- How do I connect the camera and the console?
- How do I complete TV setup?
- Calls
- How do I make a umi call?
- How do I end a umi call?
- How do I ignore a umi call?
- How do I leave a video message?
- How do I answer a umi call?
- Can I adjust the camera or microphone during a umi call?
- Messages
- How do I add a message sender to my contacts?
- How do I forward a video from my message list?
- How do I block a message sender?
- How do I call back a message sender?
- How do I view my messages?
- How do I delete a message?
- How do I upload a video from my message list to Facebook or YouTube?
- Contacts
- How do I add a number to Contacts?
- How do I respond to a friend request?
- How do I send a friend request?
- How do I create a new contact?
- How do I delete a contact?
- How do I edit a contact?
- How do I block a contact?
- My Videos
- How do I record a video?
- How do I send a video I recorded?
- How do I view videos I recorded?
- How do I delete a video I recorded?
- How do I upload a video I recorded to Facebook or YouTube?
- ūmi Connect website
- How do I log in to the umi Connect website?
- How do I check my messages on the umi Connect website?
- How do I manage my recorded videos on the umi Connect website?
- How do I work with my umi call history on the umi Connect website?
- How do I manage my contacts on the umi Connect website?
- How do I edit my account settings on the umi Connect website?
- How do I edit my notification settings on the umi Connect website?
- How do I edit my display settings on the umi Connect website?
- How do I edit my privacy settings on the umi Connect website?
- Settings
- What are my profile settings options?
- What are my privacy settings options?
- What are my console settings options?
- Troubleshooting - Set up ūmi
- What are the alternate ways I can connect the console to my TV service?
- What are alternate ways I can mount the camera?
- The HDMI ports on our TV are all being used. Can we use an HDMI splitter to connect the console to the TV?
- I followed the setup instructions in the Let’s get started guide and completed onscreen setup, but now I see just a black screen with no umi clover.
- The Ethernet cable isn’t long enough to reach my router. What should I do?
- I followed the setup instructions in the Let’s get started guide, but I do not see the Welcome screen on my TV.
- Troubleshooting - Calls
- I am hearing feedback or audio distortion when I’m on a umi call. What should I do?
- My video quality is poor even though my speed test shows high speeds, and my broadband service meets the minimum up and down speed requirement. Why?
- The quality of my umi calls is consistently poor. What should I do?
- Why does the quality of my umi calls seem to vary among calls occasionally?
- My speed test shows high speeds, but people on the other end of umi calls say I do not look good. What should I do?
- After setup or during a call, I see white noise or a pink, red, or green image on the screen. What should I do?
- I can make umi calls to some of my friends, but when I call others, I go directly to their personal greeting to leave them a message. Why?
- Sometimes during a call, I suddenly can’t hear the other caller, or the caller can’t hear me. What should I do?
- Are my umi calls secure?
- On a call, I hear the audio but don’t see any video. Why?
- Is there a way to answer a umi call as voice only, with no video?
- My umi call dropped and the onscreen controls seem frozen, even though my Internet connection is working. What should I do?
- How can I tell what video quality is being sent when I’m on a umi call?
- I am seeing a message on the screen about resolution—1080, 720, or 480. What does this mean?
- Colors don’t appear correctly during a umi call. What should I do?
- I can receive umi calls, but I can’t make outgoing calls. What should I do?
- I bought a umi with 1080p Full HD resolution, but my incoming umi calls appear in 720p. Why?
- Troubleshooting - My Videos
- A video I recorded looked good during recording, but now the quality seems lower when I play it back. Why?
- Why am I unable to record a new video?
- When I record a video or leave a message, why is the definition lower than when I’m on a call?
- Is there a limit to the number of recipients I can include when I share a video?
- Troubleshooting - Settings
- I need to enter my IP address, gateway, and DNS. Where do I find this information?
- I am trying to enter a static IP address, but nothing happens when I select done. What should I do?
- I forgot my four-digit parental lock code. What should I do?
- Troubleshooting - ūmi Connect website
- I forgot my umi Connect website password. What should I do?
- Troubleshooting - Google video chat
- I have my Google video chat account and contacts set up. What else do I need to know about using umi with Google video chat?
- I’m experiencing problems with calls between umi and Google video chat. What should I do?
- I am traveling out of town and am trying to use my Google video chat account to call my home umi. Why can’t I make the call?
- I want to use umi to call my friends on Google. How do I do this?
- When I call my Google video chat friend, we can hear each other, but there’s no video. What do I do?
- My Google video chat friend is calling me, but umi doesn’t ring. What do I do?
- My umi calls to Google video chat contacts appear small onscreen. Why?
- Troubleshooting - Network/router connections
- Will my router work with umi?
- I connected umi to my new router using an Ethernet cable, but I can’t connect to the Internet. What should I do?
- I connected umi to an enterprise router from my company, but my umi calls have poor video quality. What should I do?
- I am unable to connect to my home wireless network. What should I do?
- My umi console is connected to my wireless network, but none of the features are working. What should I do?
- My umi console is connected to my wireless network, but the screen keeps displayed the “Connecting to umi services” message. What should I do?
- Troubleshooting - Camera
- I am uncomfortable being seen by others. How can I make sure the camera is off?
- The camera shutter gets frozen closed or open sometimes. What should I do?
- Troubleshooting - Console/system
- How do I restart/reboot the umi console?
- How do I clean the console and the camera?
- How do I turn off umi system sounds?
- After an Internet outage, the umi console seems stuck, even after the “Connecting to umi” message disappears. What should I do?
- How do I set the number of times an incoming umi call rings before the caller is prompted to leave a video message?
- Why does the umi clover disappear while I’m watching TV?
- Can I use an external microphone or camera with the umi console?
- Troubleshooting - Set top boxes
- Will umi work with my set top box?
- Troubleshooting - Televisions
- Will umi work with my 3D TV?
- Will umi work with my television?
- My TV does not have an HDMI port. Can I use a DVI-to-HDMI connector with umi?
- Troubleshooting - Purchase/use
- Can I use a umi system outside the US?
- I want to buy one umi system for myself, and another as a gift. I also want to pay for both service plans. How do I do this?
- I can’t remember if I bought a 1080p or 720p product. How can I tell?
- Troubleshooting - Messages
- I am unable to check, record, and/or play back my messages. What should I do?
- General
- What features are available in software update 1.1?
- Mobile App Troubleshooting
- I added a contact on my device, and then tried to call the person from Contacts. A message appeared on my TV stating that umi sent a friend request, but I have no way to confirm the message on my mobile device. What should I do?
- The Play on TV and Call via TV buttons are disabled. How do I get them to work?
- When I tap the Remote button, the following error message appears: “Can’t find umi console.” What should I do?
- I made a call by dialing a umi number. After the call ended, a message appeared on my TV asking if I want to add that person to my contact list. I have no way to respond to that on my mobile device. What should I do?
- I dialed the umi number of someone who accepts calls from contacts only. A message appeared on my TV stating that umi sent a friend request, but I have no way to confirm the message on my mobile device. What should I do?
- The Dialpad button in Contacts is disabled. How do I get it to work?
- I am using my iPhone/iPod/iPad as a remote for my umi system. If someone calls me when my mobile device is hibernating/asleep, then I don’t see the app and can’t answer the call. What should I do?
- When I edit a contact in the mobile app, I don’t see any change on the TV. Is something wrong?
- I tried to return a call from the call history on my device. A message appeared on my TV stating that umi sent a friend request, but I have no way to confirm the message on my mobile device. What should I do?
- Sometimes when I tap the Share button in Messages, I see an error message. What should I do?
- I have two umi consoles. The Cisco umi mobile app can’t find either one, even though they are on the same Wi-Fi network. What should I do?
- I have two umi consoles. I would like to use the mobile app as a remote with them. How can I do this?
- When I try to use the mobile app as a remote for my umi console, it asks me for a code. Where do I get the code?
- I switched my network connection from wired to wireless or wireless to wired. My mobile device is no longer paired with my umi console. What should I do?
- Mobile App How-to
- How do I check my messages in the Cisco umi mobile app?
- How do I edit my Cisco umi mobile app settings?
- How do I log in to the Cisco umi mobile app?
- How do I use the Cisco umi mobile app to make and receive calls through umi on my TV?
- How do I work with my umi call history in the Cisco umi mobile app?
- How do I manage my contacts in the Cisco umi mobile app?
- How do I manage my recorded videos in the Cisco umi mobile app?
- How do I use my mobile device as a remote for my TV?
- Mobile App General
- What features are available in the Cisco umi mobile app?
- Forums
-
My umi swich to 720x480
My umi swich to 720x480? resolution on TV including menu, buttons and text messages. What is wrong? TV is OK.
-
Is there a way to program the IR Remote control
Hi, I would like to know if there is a way to program the IR remote control , so that on a particualr button, i can...
-
Can I stream HDMI via Umi?
And here's the solution.The Umi *can* accept an external source as the HDMI camera. It must be something Umi understands...
-
Does anyone know the ports that umi uses?
This would be nice info to have in order to bypass a firewall or use QoS
-
Umi Technical Specs
I grab my UMI camera array and made some rough measurements. Here are the dimensions: about 45 centimeters wide and 8 centimeters...
-
Does anyone know the ports that umi uses?
Here is the information that I received from the umi support group: Here are the ports that you can use for the umi. Secured...
- Resources
-
Step 1:
Flip the device over.Step 2:
You should find the model number on the sticker underneath the device. Please see the example.Step 3:
Take note of the exact model number and version of your product. The serial number is located right underneath the model number. In this example, the model number of the device is M20.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
-
E-Series
Step 1:
Look at the top of the device.Step 2:
The model number should be found under the CISCO logo.NOTE: The images may vary depending on the exact model number of your Linksys product. The serial number is located underneath the device. If there is no version number beside the model number, it means that it is a version 1.
-
Blue and Black
Step 1:
Flip the device over.Step 2:
You should find the model number on the sticker underneath the device. Please see the example.Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number of the device is WRT54G ver 6.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
-
Silver
Step 1:
Look at the side panel of the router when it is standing vertically.Step 2:
You should find the model number on the sticker. Please see the example.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number is WRT54GX4.
-
Wireless Routers with Voice Ports
Step 1:
Look at the side panel of the router when it is standing vertically.Step 2:
You should find the model number on the sticker. Please see the example.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number is WRTP54G V.2.
-
Wireless VPN Routers
Step 1:
Look at the side panel of the router when it is standing vertically.Step 2:
You should find the model number on the sticker. Please see the example.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number is WRV54G.
-
Blue and Black
Step 1:
Flip the device over.Step 2:
You should find the model number on the sticker underneath the device. Please see the example.Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number of the device is BEFSR41 ver.4.1.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
-
PC Card or Card Bus
Step 1:
If your adapter is already connected to the computer, shut down your computer and remove the adapter.Step 2:
You should find the model number on the device itself. Please see the example.Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number is WPC54G ver.7NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
-
PCI Adapter
Step 1:
If your adapter is already connected to the computer, shut down your computer and remove the adapter.Step 2:
You should find the model number on the device itself. Please see the example.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number is WMP54G ver.4.1.
-
USB Wireless Adapter
Step 1:
Look for the sticker around the device.Step 2:
You should find the model number on the sticker. Please see the example.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number is WUSB54G ver.4.
-
PCI Adapters
Step 1:
If your adapter is already connected to the computer, shut down your computer and remove the adapter.Step 2:
You should find the model number on the device itself. Please take note of the exact model number and version. Please see the example.Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
-
SE Switches
Step 1:
Look at the top of the device.Step 2:
The model number should be found under the CISCO logo.Step 3:
Take note of the exact model number and version of your product. The serial number is located underneath the device. In this example, the model number of the device is SE1500.NOTE: The images may vary depending on the exact model number of your Linksys product. If there is no version number beside the model number, it means that it is a version 1.
-
Step 1:
Flip the device over.Step 2:
You should find the model number on the sticker underneath the device. Please see the example.Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number of the device is NMH410.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
-
Step 1:
Flip the device over.Step 2:
You should find the model number on the sticker underneath the device. Please see the example.Step 3:
Take note of the exact model number and version of your Linksys device. The serial number is located right underneath the model number. In this example, the model number of the device is DMC250.NOTE: The images may vary depending on the exact model number of your Linksys Product. If there is no version number beside the model number it means that is version 1.
- Customer Service
- Phone
- (877) 425-4864
- Business Hours
- 5 am – 11 pm (Pacific Standard Time) Monday - Friday
Frequently asked questions
Forums
Resources
Access and download detailed information about Cisco ūmi telepresence
Guides and Information
How to find your model or serial number
To find model or serial numbers, choose your device below.
VALET HOTSPOTS
WIRELESS ROUTERS AND ACCESS POINTS
WIRED ROUTERS
WIRELESS ADAPTERS
WIRED ADAPTERS
SWITCHES
MEDIA HUB
WIRELESS HOME AUDIO
Contact ūmi Support
Need additional help? Contact us by phone.
Forums
-
My umi swich to 720x480
My umi swich to 720x480? resolution on TV including menu, buttons and text messages. What is wrong? TV...
-
Is there a way to program the IR Remote control
Hi, I would like to know if there is a way to program the IR remote control , so that on a particualr...
-
Can I stream HDMI via Umi?
And here's the solution.The Umi *can* accept an external source as the HDMI camera. It must be something...
-
Does anyone know the ports that umi uses?
This would be nice info to have in order to bypass a firewall or use QoS
Frequently asked questions
- How do I purchase the Cisco umi mobile app?
- What features are available in the Cisco umi mobile app?
- How do I make a umi call?
- I want to use umi to call my friends on Google. How do I do this?
- Can I use a umi system outside the US?
- Are my umi calls secure?
- Will my router work with umi?
- Will umi work with my television?
- How do I check my messages on the umi Connect website?
- How do I create my account online?
