Troubleshooting
Displays
Symptom
Problem
Corrective Action
Screen is blank; start music | The system is starting. This is | No action required. | ||
plays and Polycom logo | normal. |
|
| |
appears briefly. |
|
|
| |
|
|
| ||
Picture is blank on the | The system goes to “sleep” after | The system is sleeping. The system | ||
main monitor. | a period of inactivity. | wakes up on any action from the remote | ||
|
| control or on an incoming call. | ||
|
|
| ||
| The monitor is not connected | Verify that the monitor is connected | ||
| correctly to the system. | correctly according to the manufacturer’s | ||
|
| instructions and the system setting up | ||
|
| guide you received with the system. | ||
|
|
| ||
The monitor screen remains | The monitor’s power cord is not | Connect the monitor’s power cord and | ||
blank when you use the | plugged in. | then power on the monitor. | ||
remote control or keypad. |
|
|
| |
The monitor is powered off. | Power on the monitor. | |||
| ||||
|
|
| ||
| The monitor is not connected | Verify that the monitor is connected | ||
| correctly to the system. | correctly according to the manufacturer’s | ||
|
| instructions and the system setting up | ||
|
| guide you received with the system. | ||
|
|
| ||
The call connects but you | The system is configured for use | Go to System > Admin Settings > | ||
cannot see or hear people | with a NAT but is not behind a | Network > IP > Firewall and ensure that | ||
at the far site although | NAT. | NAT Configuration is Off. | ||
they can see and hear |
|
|
| |
you. |
|
|
| |
|
|
| ||
When using multiple | Monitors are not enabled. | Enable the connected monitors on the | ||
monitors, you don’t see |
| System > Admin Settings > Monitors > | ||
what you expect on each |
| Monitors screen. | ||
monitor. |
|
|
| |
Monitors are not connected to | Verify that the monitors are connected | |||
| ||||
| the correct video outputs. | correctly according to the system setting | ||
|
| up guide you received with the system. | ||
|
|
| ||
When using two monitors, | You are the only participant in a | MCUs generally loop the first participant | ||
the same picture is seen | call placed through an external | back to it. Wait for others to join the | ||
on the first and second | MCU. | conference. |
| |
monitors. |
|
|
| |
The system is performing a Near | Press | on the remote to end the | ||
| ||||
| End Loop test. | test. |
| |
|
|
| ||
The people at the far site | You have selected a camera that | Select the main camera. | ||
cannot see you. | is not connected. |
|
| |
|
|
| ||
Video is in black and | The monitor cable is not | Verify that the monitor is connected | ||
white. | connected properly. | correctly according to the manufacturer’s | ||
|
| instructions and the system setting up | ||
|
| guide you received with the system. | ||
|
|
| ||
| The monitor cable is bad. | Replace the cable. | ||
|
|
| ||
The people at your site | The camera is pointing toward a | If it is practical to do so, have the call | ||
show up in silhouette in | source of bright light, such as a | participants sit in a location where there | ||
the PIP. | window. | is no light source behind them. | ||
|
| Otherwise, go to System > Admin | ||
|
| Settings > Cameras to select Backlight | ||
|
| Compensation. | ||
|
|
|
| |
