How to Contact Technical Support | Polycom Audio and Video instruction

Chapter 7 - Diagnostics and General Troubleshooting

How to Contact Technical Support

If you are not able to make test calls successfully and you have verified that the equipment is installed and set up correctly, contact Polycom Technical Support by telephone or Internet as described below.

By Telephone

Before calling Polycom Technical Support, please have the following information ready. We also suggest that you go to System > System Information so that you will have the System Information screen showing when you call for help.

❑Description of the issue – What is happening or not happening, and any related events you may be able to notice.

❑The 14-digit serial number in the System Information screen (also present on the bottom of the system).

Contact Polycom Technical Support at 1-800-POLYCOM.

By Internet

To contact Polycom Technical Support, go to www.polycom.com/support.

Enter the following information, then ask a question or describe the problem. This information helps us to respond faster to your issue:

❑The 14-digit serial number in the System Information screen (also present on the bottom of the system)

❑The software version in the System Information screen

❑Information about your network

❑Troubleshooting steps you have already tried

© Polycom, Inc.

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Polycom Audio and Video manual How to Contact Technical Support, By Telephone, By Internet

Contents

Administrator’s Guide Trademark Information About this Guide Administrator’s Guide for the V500 System Contents Designing the User Experience Safety and Legal Notices Index Administrator’s Guide for the V500 System Viii What’s in this Chapter? Introducing the V500 System Enhanced User Experience Key FeaturesIndustry-Leading Audio and Video Quality Rich Conference Experience Security and Network Management Easy Installation Name Component Description Standard System Components Optional System Components Administrator’s Guide for the V500 System Setting Up Your System Hardware To connect a monitor to the system Connecting the MonitorPositioning the System To position the system To connect the system to the LAN Connecting the System to the NetworkConnecting the LAN Cable LAN connector To connect headphones to the system Connecting HeadphonesConnecting the BRI Network Interface To install the BRI network interface To connect power and power on the system Installing Batteries in the Remote ControlConnecting Power To install batteries in the remote control Administrator’s Guide for the V500 System Configuring Network Use Using the Setup Wizard Establishing an Administrator PasswordRunning the Setup Wizard Go to System Admin Settings LAN Properties Configuring Your IP ConnectionConfiguring LAN Properties To configure LAN properties Obtain IP Address Automatically Select this if the system Setting Description Calling Within an Intranet Setting Up Your IP Network Connection Calling Through a Cable or DSL Modem Port Function TCP or UDP Configuring Router Port Forwarding NetGear Routers To configure a NetGear router Linksys Routers To configure a Linksys router Link Routers To configure a D-Link router Configuring Firewall and NAT Properties To set up the V500 system to work with a firewall and NATGo to System Admin Settings Network IP Firewall Calling Through a Router, Using a DMZ Configuring H.323 Settings Configuring IP Network Support Go to System Admin Settings Network IP H.323 Settings To configure H.323 settings If you have a gateway, select and configure these settings Go to System Admin Settings Network IP SIP Settings To configure the SIP settings if your network supports SIP Go to System Admin Settings Network IP Quality of Service To configure the Quality of Service QOS options Go to System Admin Settings Network Isdn Configuring Your Isdn ConnectionConfiguring the Isdn Network Interface To configure the Isdn network interface settings Select and configure these settings Configuring Call Preferences To configure your call preferencesGo to System Admin Settings Network Call Preference Preferred Speed for Configuring the Global Directory Configuring the Directory Server SettingsTo configure the Directory Server settings To set the dialing rules Setting the Dialing RulesGo to System Admin Settings Global Services Dialing Rules Placing a Test Call To get information about a status message Go to System Diagnostics System StatusChecking System Status To view System Status information Keeping your Software Current To upgrade your software via the Internet Administrator’s Guide for the V500 System Designing the User Experience Go to System Admin Settings General Settings Security Managing User Access to Settings and FeaturesSetting the Admin Password To set or change the Admin Password Select Reset System Screens that Require the Admin Password for AccessTo reset a forgotten Admin Password Go to System Diagnostics Reset System To allow users to customize the workspace Letting Users Customize the Workspace Using the System for Specialized Applications Designing Video BehaviorsLimiting What Users Can Do With the System Configuring Camera Settings To configure camera settingsGo to System Admin Settings Camera Configuring the TV Monitor To configure the TV monitorGo to System Admin Settings Monitor Near site presses PIP Using Dual Monitor EmulationSetting Up Select Dual Monitor Emulation Using in a Call Call connects Go to System Diagnostics Video Adjusting the Monitor’s Color BalanceDisplaying Content with People+Content IP To adjust the monitor for natural color To install People+Content IP on a computer To enable People+Content IP on a V500 system To configure general audio settings Go to System Admin Settings AudioDesigning Audio Behaviors Configuring Call Settings To configure call settingsDesigning General System Behaviors To configure system settings Configuring Remote Control BehaviorConfiguring Directory Settings To configure remote control behavior Enabling AES Encryption Setting the Call Answering ModeTo set the call answering mode To enable AES encryption To set passwords and security options Setting Passwords and Security Options Setting Date, Time, and Location Go to System Admin Settings General Settings LocationTo set the date, time, and location Customizing the Workspace Appearance Advanced Users Infrequent Users Kiosk ModeDesigning the Home Screen New Users To design the home screen Adding Sites to the Home Screen Adding On-screen InstructionsTo add sites on the Home screen To enter screen saver text Click System Setup Utilities Screen Saver and enterChanging System Appearance To enter marquee text To set the V500 system internal ringer Configuring Closed CaptioningSetting Ring Tones and Alert Tones To set ring tones and alert tones V500 System Go to System Setup Utilities Closed CaptionAudio Options for Closed Captioners Options for Supplying Closed Captions to Conferences Providing Captions Via a Telnet Session Getting Started with Calling Administrator’s Guide for the V500 System Managing the System Remotely To access the system using the V500 web interface Using the V500 Web InterfaceAccessing the V500 Web Interface To configure your browser to use the V500 web interface To view a room To enable room monitoringGo to System Setup Utilities Web Director Room Monitoring with the V500 Web Interface Managing System Profiles with the V500 Web Interface To store a profileTo upload a profile Managing Directories with the V500 Web Interface To download a V500 system directory to your PCTo upload V500 system directory entries To view the management servers list Configuring Global ServicesViewing the Management Servers List Requiring an Account Number for Calls Go to System Admin Settings Global Services My Information Adding My InformationTo require an account number for calls Your request for help has been acknowledged To download the Polycom MIBs Setting Up SnmpGo to System Setup Admin Settings Global Services Snmp Downloading MIBs To configure the V500 system for Snmp management Configuring for Snmp Management System Usage and Statistics To view the Call Summary screen Call Summary This screen Displays this information Go to System Diagnostics Call Statistics and then selectCall Statistics To view the Call Statistics screen Go to System Diagnostics Call Statistics Call StatusTo view the Call Status screen Go to System Admin Settings Network Recent Calls Recent CallsTo view the Recent Calls screen Data Description Call Detail ReportInformation in the Call Detail Report To view and download the CDR via the V500 web interface System Usage and Statistics Moment at which a sample was taken. This value does not To get an archived CDR Call Detail Report Archives Administrator’s Guide for the V500 System Diagnostics and General Troubleshooting To send a message via the V500 web interface Go to System Setup Diagnostics Send a MessageSending a Message System Screens Quick Reference Go to System Setup Diagnostics Diagnostic ScreensTo access the Diagnostics screens on the system Go to System Diagnostics Call Statistics screen Select Diagnostics CallCall Status screen Call Statistics Near End Loop Error Log filesNetwork Tools Near End Loop test Color Bar test Select Diagnostics VideoSelect Diagnostics Audio Video and Audio Tools Select Reset System ResetReset System Select Diagnostics Reset General Troubleshooting Power and Start-upSymptom Problem Corrective action System button Remote ControlAccess to Screens and System Navigate to Admin Settings General Settings Home Dhcp Client is on and no On the system, go to Admin Settings General Calling Use the Ping test System Diagnostics Network On page Appendix-4 Go to Admin Settings Network Call Preference Go to Admin Settings Network IP Quality Diagnostics CallDisplay Symptom Problem Corrective action ULaw Go to System Admin Network IsdnAudio Change the Isdn Voice Algorithm selection aLaw or Ringer option Go to System Information Error Indications Network Interface Lights When the V500 system It meansWhen the BRI network interface It means System Lights How to Contact Technical Support By TelephoneBy Internet Administrator’s Guide for the V500 System Appendix Cable Descriptions and DrawingsMaximum Approved Cable Length Part Number Shipped Composite Video Cable LAN Cable Port Usage Code Cause Definition Cause Codes Status Inquiry Was not a suspended call pending. This might be a Local D channel Administrator’s Guide for the V500 System Appendix Important Safeguards Safety and Legal Notices Limitation of Remedies and Damages EEA Regulatory Notices Administrator’s Guide for the V500 System Underwriters Laboratories Statement Page Isdn BRI Index Index See also QOS dynamic IP address Isdn See NAT network interface See QOS SIP UDP Wins Administrator’s Guide for the V500 System Index