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Polycom V500 manual Diagnostics and General Troubleshooting, What’s in this Chapter?

Models: V500

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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 system’s web server. To connect to your system’s web server and troubleshoot via the web, 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	7-17

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Polycom V500 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 Appendix Administrator’s Guide for the V500 System Viii What’s in this Chapter? Introducing the V500 SystemKey Features Rich Conference ExperienceEnhanced User Experience Security and Network Management Easy InstallationAdministrator’s Guide for the V500 System Name Component Description Standard System ComponentsOptional System Components What’s in this Chapter? Setting Up Your System HardwareStandard System Set-up Positioning the SystemTo position the system Video output preferred Connecting the MonitorConnecting the System to the LAN To connect a monitor to the systemPower connector Connecting PowerTo connect power to the system LAN connectorTo power on the system Installing Batteries in the Remote ControlPowering on the System To install batteries in the remote controlTo connect headphones to the system Connecting to a BRI Network InterfaceConnecting Headphones To install the BRI network interfaceWhat’s in this Chapter? Configuring Network UseNetwork Connectivity Checklist Getting the Network ReadyThis information Should be provided by your To access the system via the V500 web interface Configuring with the Setup WizardSetting Description Configuring LAN PropertiesTo configure LAN properties Go to System Admin Settings LAN PropertiesOne here Go to System Admin Settings Network IP H.323 Settings Configuring IP Network SupportSpecifying H.323 Settings To specify H.323 settingsTo configure the system to use a gatekeeper Configuring the System to Use a GatekeeperNumber + Extension is selected To configure the system to use a gatewaySpecifying SIP Settings To specify SIP SettingsGo to System Admin Settings Network IP SIP Settings Specifying Quality of Service To specify Quality of ServiceGo to System Admin Settings Network IP Quality of Service Configuring the System for Use with a Firewall or NAT To set up the system to work with a firewall or NATGo to System Admin Settings Network IP Firewall Auto Configure the V500 system for specific products as followsGo to System Admin Settings Network Isdn Configuring Isdn SupportConfiguring the BRI Network Interface To configure the Isdn interface settingsConfiguring Call Preferences Go to System Admin Settings Network Call PreferenceTo choose call preferences Isdn 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 CallTo get information about a status message Go to System Diagnostics System StatusChecking System Status To view System Status informationKeeping your Software Current To upgrade your software via the InternetAdministrator’s Guide for the V500 System What’s in this Chapter? Designing the User ExperienceGo to System Admin Settings General Settings Security Managing User Access to Settings and FeaturesSetting the Admin Password To set or change the Admin PasswordSelect Reset System Screens that Require the Admin Password for AccessTo reset a forgotten Admin Password Go to System Diagnostics Reset SystemTo allow users to customize the workspace Letting Users Customize the WorkspaceLimiting What Users Can Do With the System Using the System for Specialized ApplicationsDesigning Video Behaviors Configuring Camera SettingsTo configure camera settings Go to System Admin Settings CameraConfiguring 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 connectsDesigning Audio Behaviors Adjusting the Monitor’s Color BalanceTo adjust the monitor for natural color Go to System Diagnostics VideoTo set the volume Configuring General Audio SettingsSetting the Volume on an External Audio System To configure general audio settingsConfiguring Call Settings To configure call settingsDesigning General System Behaviors To configure system settings Configuring Remote Control BehaviorConfiguring Directory Settings To configure remote control behaviorEnabling AES Encryption Setting the Call Answering ModeTo set the call answering mode To enable AES encryptionTo set passwords and security options Setting Passwords and Security OptionsSetting 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 UsersTo design the home screen Setting DescriptionTo add sites on the Home screen Adding Sites to the Home ScreenTo enter screen saver text Click System Setup Utilities Screen Saver and enterAdding On-screen Instructions To enter marquee textTo set ring tones and alert tones Setting Ring Tones and Alert TonesChanging System Appearance To change the color schemeConfiguring Closed Captioning Audio Options for Closed CaptionersOptions for Supplying Closed Captions to Conferences Providing Captions Via the V500 Web Interface Go to System Setup Utilities Closed CaptionProviding Captions Via a Telnet Session Getting Started with Calling Administrator’s Guide for the V500 System What’s in this Chapter? Managing the System RemotelyTo access the system using the web interface Using the V500 Web InterfaceAccessing the V500 Web Interface To configure your browser to use the web interfaceManaging 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 Configuring Global Services Viewing the Management Servers ListTo view the management servers list To require an account number for calls Go to System Admin Settings Global Services My InformationRequiring an Account Number for Calls Adding My InformationYour request for help has been acknowledged Requesting Technical Support from the GM S AdministratorTo download the Polycom MIBs Setting Up SnmpGo to Admin Settings Global Services Snmp Downloading MIBsTo configure the V500 system for Snmp management Configuring for Snmp ManagementAdministrator’s Guide for the V500 System What’s in this Chapter? System Usage and StatisticsTo view the Call Summary screen Call SummaryThis screen Displays this information Go to System Diagnostics Call Statistics and then selectCall Statistics To view the Call Statistics screenGo 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 interfaceSystem Usage and Statistics Disconnect To get an archived CDR Call Detail Report ArchivesAdministrator’s Guide for the V500 System What’s in this Chapter? Diagnostics and General TroubleshootingTo send a message via the V500 web interface Go to System Setup Diagnostics Send a MessageSending a Message System Screens Quick ReferenceDiagnostic Tool System’s user interface V500 web interface Diagnostic ScreensTo access the Diagnostics screens on the system Go to System DiagnosticsCall Statistics Select Diagnostics CallSelect Diagnostics Network Call Status screenSelect Diagnostics Audio Error Log filesError Log Select Diagnostics VideoDelete System Settings Reset and RestartReset System Select Reset SystemSystem Lights IndicatorsWhen the V500 system It means When the BRI network interface It meansGeneral Troubleshooting Critical ProblemsSymptom Cause Solution Diagnostics Network Ping to Severe ProblemsCause Codes on page Appendix-4 Moderate Issues Network Call Quality DialingSpeeds screen Mute icon Under Diagnostics Audio to determineDiagnostics Call Statistics screen Minor IssuesGo to Admin Settings Network IP Network Quality of Service and enableSettings screen Enable Internal Ringer optionSettings Security and enable web Go to Admin Settings GeneralNormal System Behaviors How to Contact Technical Support By TelephoneBy Internet Administrator’s Guide for the V500 System Appendix Cable DescriptionsMaximum Approved Cable Length Part Number Shipped LAN Cable Cable DrawingsComposite Video Cable Code Cause Definition Cause CodesStatus 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 NoticesLimitation of Remedies and Damages EEA Regulatory Notices Administrator’s Guide for the V500 System Underwriters Laboratories Statement Page Isdn BRI IndexIndex See also NAT and security fixed ports 3-11,3-12 See also LAN Index SIP Index Administrator’s Guide for the V500 System