Diagnostics and General Troubleshooting | Polycom Audio and Video

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Diagnostics and General Troubleshooting

This chapter covers the diagnostic screens of the V500 system. It is organized by category to help you troubleshoot any issue.

Diagnostic tools are available via the system itself and the V500 web interface. To connect to the V500 web interface, enter your system’s IP address in a web browser and browse to the required diagnostic tool.

What’s in this Chapter?	Page

Sending a Message	7-2

System Screens Quick Reference	7-2

Diagnostic Screens	7-3

General Troubleshooting	7-8

How to Contact Technical Support	7-19

© Polycom, Inc.

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Polycom Audio and Video manual Diagnostics and General Troubleshooting, What’s in this Chapter?

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 Industry-Leading Audio and Video Quality Key FeaturesRich Conference Experience Enhanced User 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 Positioning the System Connecting the MonitorTo position the system To connect a monitor to the system Connecting the LAN Cable Connecting the System to the NetworkLAN connector To connect the system to the LAN Connecting the BRI Network Interface Connecting HeadphonesTo install the BRI network interface To connect headphones to the system Connecting Power Installing Batteries in the Remote ControlTo install batteries in the remote control To connect power and power on the system Administrator’s Guide for the V500 System Configuring Network Use Using the Setup Wizard Establishing an Administrator PasswordRunning the Setup Wizard Configuring LAN Properties Configuring Your IP ConnectionTo configure LAN properties Go to System Admin Settings 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 Configuring the Isdn Network Interface Configuring Your Isdn ConnectionTo configure the Isdn network interface settings Go to System Admin Settings Network Isdn 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 Go to System Admin Settings Global Services Dialing Rules Setting the Dialing RulesPlacing a Test Call To set the dialing rules Checking System Status Go to System Diagnostics System StatusTo view System Status information To get information about a status message Keeping your Software Current To upgrade your software via the Internet Administrator’s Guide for the V500 System Designing the User Experience Setting the Admin Password Managing User Access to Settings and FeaturesTo set or change the Admin Password Go to System Admin Settings General Settings Security To reset a forgotten Admin Password Screens that Require the Admin Password for AccessGo to System Diagnostics Reset System Select 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 Setting Up Using Dual Monitor EmulationSelect Dual Monitor Emulation Using in a Call Call connects Near site presses PIP Displaying Content with People+Content IP Adjusting the Monitor’s Color BalanceTo adjust the monitor for natural color Go to System Diagnostics Video 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 Configuring Directory Settings Configuring Remote Control BehaviorTo configure remote control behavior To configure system settings To set the call answering mode Setting the Call Answering ModeTo enable AES encryption Enabling 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 Designing the Home Screen Infrequent Users Kiosk ModeNew Users Advanced Users To design the home screen Adding Sites to the Home Screen Adding On-screen InstructionsTo add sites on the Home screen Changing System Appearance Click System Setup Utilities Screen Saver and enterTo enter marquee text To enter screen saver text Setting Ring Tones and Alert Tones Configuring Closed CaptioningTo set ring tones and alert tones To set the V500 system internal ringer Audio Options for Closed Captioners Go to System Setup Utilities Closed CaptionOptions for Supplying Closed Captions to Conferences V500 System Providing Captions Via a Telnet Session Getting Started with Calling Administrator’s Guide for the V500 System Managing the System Remotely Accessing the V500 Web Interface Using the V500 Web InterfaceTo configure your browser to use the V500 web interface To access the system using the V500 web interface Go to System Setup Utilities Web Director To enable room monitoringRoom Monitoring with the V500 Web Interface To view a room 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 Viewing the Management Servers List Configuring Global ServicesRequiring an Account Number for Calls To view the management servers list 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 Go to System Setup Admin Settings Global Services Snmp Setting Up SnmpDownloading MIBs To download the Polycom 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 Call Statistics Go to System Diagnostics Call Statistics and then selectTo view the Call Statistics screen This screen Displays this information 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 Information in the Call Detail Report Call Detail ReportTo view and download the CDR via the V500 web interface Data Description 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 Sending a Message Go to System Setup Diagnostics Send a MessageSystem Screens Quick Reference To send a message via the V500 web interface To access the Diagnostics screens on the system Diagnostic ScreensGo to System Diagnostics Go to System Setup Diagnostics Call Status screen Select Diagnostics CallCall Statistics Call Statistics screen Network Tools Error Log filesNear End Loop test Near End Loop Select Diagnostics Audio Select Diagnostics VideoVideo and Audio Tools Color Bar test Reset System ResetSelect Diagnostics Reset Select Reset System General Troubleshooting Power and Start-upSymptom Problem Corrective action Access to Screens and System Remote ControlNavigate to Admin Settings General Settings Home System button 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 Audio Go to System Admin Network IsdnChange the Isdn Voice Algorithm selection aLaw or ULaw Ringer option Go to System Information Error Indications When the BRI network interface It means When the V500 system It meansSystem Lights Network Interface 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