Troubleshooting Guide
Making a Call
| Symptoms | Possible Cause | Suggested Action |
|---|---|---|
| Cannot connect a point-to-point call | Your system may be the problem | Have the far site try calling you |
| The other site's unit power may be off | Have the far site coordinator check if the system is on and functioning properly | |
| Your are able to make calls but not receive them | Firewall settings | Contact video conference site coordinator for assistance |
Audio Problems
| Symptoms | Possible Cause | Suggested Action |
|---|---|---|
| Not enough volume during a call | Volume too low on View Station | Turn up the View Station volume using the remote |
| Volume too low on monitor | Turn up the volume on your monitor or external amplifier | |
| An echo is heard at the near end when speaking | The far end mic may be too near the speaker that transmits sound to the near end | At the far end, make sure the mic is placed away from the audio speaker |
| The far end audio volume may be too loud | Turn down the audio volume at the far end |
Video Problems
| Symptoms | Possible Cause | Suggested Action |
|---|---|---|
| Picture is blank on the main monitor | System goes into sleep mode after ten minutes of inactivity | Pick up the remote to awaken the system |
| Blue screen in the PIP window | No video input | Check that there is a video source present on the selected input |
| Near end camera does not pan or tilt | User is attempting to move Camera2 or Camera3 | CameraOne is the only movable camera |
| When placing a call, the call-progress circles do not turn green | Call-progress circles indicate that the video call did not complete | When placing or receiving a video call, the call-progress circles indicate the status of the call |
| The far end system has answered the call | ||
| Picture is slow or jerky | Excessive motion in the picture you are receiving | A background with less motion provides a better, smother video picture |
System Control Problems
| Symptoms | Possible Cause | Suggested Action |
|---|---|---|
| System does not respond to the hand-held remote control | No batteries in the remote | The green light at the front of the View Station should blink each time you press a button on the remote control |
| Batteries installed incorrectly | Insert batteries with the correct +/- position | |
| Low-battery icon on the screen | Low battery in the remote control | Replace the batteries in the remote with three new AAA batteries |
General Problems
| Symptoms | Possible Cause | Suggested Action |
|---|---|---|
| Slow, blinking, green light appears on the front of the View Station | The system is sleeping | System is in Power-Save sleep mode. This is normal - The system will wake up upon any action from the remote control or an incoming call. |
| Amber light appears on the front of the View Station | The system is in a call | This is normal |
| Green light appears on the front of the View Station | The system is not in a call | This is normal |
| Error message appears when dialing a video call | Far site may not be tuned on | Call far site and have them turn on their equipment |
| Far site may be in another call | Check your scheduler to make sure there is no conflict | |
| Call the far site to verify that they are in another call | ||
| Incorrect alias, name or number | Check alias name and try again | |
| Have the far site try to call you | ||
| Network problem | Contact video conference site coordinator | |
| System will not start | Defective power supply | Change location/Power Supply |