Troubleshooting Guide

System Management

Call Status

How can my video endpoint be in a call when the line status shows a red arrow pointing down?

If the video endpoint is configured to use both IP and ISDN, it can still make IP calls even if the ISDN line is down. Also, Global Management System shows the red arrow in the system list whenever any of the ISDN lines is down. Therefore, a video endpoint configured to use four ISDN lines (512K) could have one line down, and yet still be able to make a call using the remaining three ISDN lines (384K).

Video endpoints do not display the in-call icon when they are in a call and sometimes display the in-call icon when not in a call.

This is usually caused by having an incorrect Manager URL. Select a video endpoint and click on the Management tab to view the Manager URL. Make sure that the IP address shown is the one used by your Global Management System server. If it is different, you will have to re-install Global Management System to change the Manager URL. This can also be caused by video endpoints trying to send status information to a Global Management System server behind a firewall. If Global Management System is trying to manage a video endpoint outside the firewall, be sure that the firewall allows bi-directional traffic between them on port 80.

Some of the video endpoints display line-problems when all of their lines are working soundly.

The Manager URL is not correctly entered in the video endpoint. Select a video endpoint and click on the Management tab to view the Manager URL. Make sure that the IP address shown is the one used by your Global Management System server. If it is different, you will have to re-install Global Management System to change the Manager URL.

After I change my server IP address, Global Management System shows a yellow network status icon for all video endpoints.

This is cause by mismatch between actual Global Management System IP address and the address on the video endpoint Global Management System URL. Don’t change the server address after installing Global Management System. When this happens, you will have re-install Global Management System and add all video endpoints into Global Management System again. Always use static IP address when assigning it to Global Management System server.

Global Management System User’s Guide

Appendix

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Polycom DOC2091A manual System Management, Call Status

DOC2091A specifications

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