General Troubleshooting | Polycom ViaVideo manual

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Troubleshooting

This appendix explains the most common problems and error messages you might encounter when using ViaVideo, and explains how to correct them.

General Troubleshooting

The following table presents problems you might encounter while using ViaVideo, their explanations, and possible solutions.

Problem	Explanation	Solution

ViaVideo generates the	The installer program can	Remove any directories that
following error message	not create the temporary	begin with _is from their
during install:	file needed to run the install.	Windows temp directory
“Unable to open temporary		and restart the install.
“Unable to open temporary
file”

Address Book operation is	There is a faulty ILS server	Make sure that the IP
very slow	connection.	address you entered for the
		address book server is
		correct.

The ViaVideo application	ViaVideo is not able to	1. Make sure the ViaVideo
window displays an	connect to the ViaVideo	camera unit is turned on.
animation where the near	camera unit.	2. Check the cable
video image should be.		2. Check the cable
video image should be.		connections (power,
		connections (power,
		USB)
		3. Re-start the camera.
		You must use ViaVideo
		software to drive the
		ViaVideo camera unit.
		Likewise, the ViaVideo
		application only works with
		the ViaVideo camera unit.

© Polycom, Inc.

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ViaVideo User’s Guide

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Polycom ViaVideo manual General Troubleshooting, Problem Explanation Solution

Contents

ViaVideo User’s Guide Page Other Restrictions WarrantyTrademark Information Patent Information Regulatory Notices FCC Notice Important SafeguardsUnderwriters’ Laboratories’ Statement RADVision Statement Contents Audio Connection System Information and DiagnosticsNetwork Connection Troubleshooting Contents ViaVideo User’s Guide Viii Hardware Requirements System Requirements and Installation Installing Hardware Installing SoftwareSoftware Requirements Turn on the Camera Starting ViaVideo ViaVideo built-in microphone Initial Setup Headset with microphone Placing a Call Using Manual DialingCamera Calibration Info icon Call status light IP address Chapter Using the Address Book or Speed Dialing New entry Edit entry Delete entry On-Screen Remote Control Answering Calls Ending a Call Closing ViaVideo Chapter Calling Features Using ViaVideo Hang Up Using the Remote Control Snapshot VolumeAudio Mute Window Controls Information Screen AccessPicture in Picture PIP Minimize Window Sending Snapshots Re-Size the ViaVideo Display Leaving a Callback Message Address Book and Speed Dial Using the Address Book Do This Local Entries Local and Global Address Book Entries Global ILS Server Entries Register This System When Powered On Go to the Directory Services screenDisplay Global Address Delete All Using Speed DialLock Controlling Audio Controlling Audio and VideoVia the On-Screen Remote Dial Via the Audio Screen Mute Auto Answer Calls in the Audio screen System Muting Video Chapter Multiple IP Addresses Collaboration and Application Sharing Chapter Using the System Information Screens System Information and Diagnostics System Information and Diagnostics Diagnostics Network Statistics Audio Jitter Advanced StatisticsVideo Jitter Call Status Reset System Camera Calibration Generate Tone Setup General Auto Start ViaVideo When Auto Start ViaVideo is selected323 Auto Answer Show Animations Show Half-Size Display When Show Half-Size Display isUser Name Mail Directory Services LAN and Internet Register this system when starting ViaVideoDisplay Global Addresses Default Gateway Wins ResolutionHost Name IP Address Audio Master Volume Volume ControlWave Volume Line PC Software SoftwareViaVideo Software Gatekeeper SetupDialing Speeds Display IP Dialing Extension 323 Multiple IP Addresses Gatekeeper Dialing Speeds Use Fixed Ports Quality of Service and Firewalls NAT outside WAN address Auto discover NAT IP addressIP Precedence Dynamic Bandwidth Chapter PC with Speakers Audio Connection PC with Headphones Headphones Only Headset with Attached Microphone Simple Connection Just a Modem, Thanks Pick Your Connection Type Router With NAT, No Firewall Router With Firewall, Using a DMZRouter With Firewall Through a Virtual Private Network Configure Your Connection When you select Auto discover NAT IP Address, ViaVideo Configure your ViaVideo for NATSelect the System is Behind a NAT option System Information screen Open and Assign Ports in the Firewall Router With Firewall, Using a DMZ Assign your ViaVideo to the DMZ Through a Virtual Private Network Appendix What’s a Firewall? Port Number Assignation Opening PortsIs it Safe? What’s a DMZ? What’s a Network Address Translator? Appendix Problem Explanation Solution General Troubleshooting InfoDiagnosticsGenerate Audio Troubleshooting Wave, and Master Volume Controls Windows Control Panel Video Troubleshooting Bandwidth option InfoSetupH.323QOS Installation Errors Error MessagesErrors Error Message Explanation Solution SetupH.323 Gatekeeper setting Appendix C