General Troubleshooting | Polycom VSX Series manual

Administrator’s Guide for the VSX Series

General Troubleshooting

This section presents problems, likely causes, and corrective actions. Problems are grouped as follows:

•Power and Start-up

•Controls

•Access to Screens and Systems

•Calling

•Displays

•Cameras

•Audio

•Error Indications

•System Lights

•Network Interface Lights

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Polycom VSX Series manual General Troubleshooting

Contents

Administrator’s Guide for the VSX Series Trademark Information About This Guide Administrator’s Guide for the VSX Series Contents Configuring Network Use Customizing the VSX System Managing the System Remotely Diagnostics and General Troubleshooting System Usage and Statistics Administrator’s Guide for the VSX Series VSX Models This guide covers instructions for the following models VSX 3000 and VSX 3000A Desktop Systems Name Component Description VSX 5000 Set-top System VSX 5000 system includes the following components VSX 6000 and VSX 6000A Set-top Systems VSX 7000 and VSX 7000s Set-top Systems VSX 7000e Component System VSX 7000e includes the following components Setting Up the VSX 7000e System VSX 8000 Component System VSX 8000 system includes the following components Key Features Breakthrough Video Quality Industry-Leading Audio Quality Rich Conference Experience Easy Installation Enhanced User Experience Security Remote Management VSX 3000 and VSX 3000A Connector Panel System Back Panel Views Power connector For power supply Power switch VGA output from systemVSX 5000 Back Panel Conference link VSX 6000 Back Panel VSX 6000A Back Panel Video output Audio output from systemFrom system For main monitor Power switch Conference link VSX 7000 Back Panel VSX 7000s Back Panel VCR/DVD input to systemVGA output from system For VGA monitor VCR/DVD output from system VCR/DVD input to Camera 1 control System Connector VSX 7000e Back PanelLine level audio Analog phone Port Input to system Network interface bay VSX 8000 Back Panel VCR/DVD input Analog phone To system Port Camera 1 controlIR sensor Input to Balanced audio System Positioning the System Positioning Desktop Systems Positioning Set-top Systems Connecting to the LAN Positioning Component Systems Connecting to Other Networks Connecting Desktop Systems to the Isdn BRI Network If your network is You will need Serial35/RS-449/ RS-530 VSX system Network interface module Additional device Connecting Cameras Connecting Document Cameras to Desktop SystemsConnecting Cameras to Set-top Systems Connecting Cameras to Component Systems Using a Desktop System as the Monitor for a Computer Connecting Monitors and Projectors Connecting Monitors to Set-Top SystemsVSX System Main Monitor Second Monitor Connecting Monitors to Component Systems Connecting Microphones or a SoundStation VTX About Polycom Microphones and the SoundStation VTX Administrator’s Guide for the VSX Series Setting Up Your System Hardware Placing Polycom Microphones to Send Stereo from Your Site One Microphone Two Microphones This is valid This is not valid Not used Left Connecting Speakers Connecting Speakers or Headphones to Desktop SystemsConnecting Speakers to Set-top Systems Connecting Speakers to Component Systems Placing Speakers to Play Stereo from Far Sites Connecting Content Sharing Equipment Connecting VCR/DVDs Connecting a Visual Concert VSX to Set-top Systems Points to note about Visual Concert VSX Or 10 ft 3 m 2457-20910-002 Connecting an ImageShare II to Component Systems Connecting Computers to Component Systems Connecting Control and Accessibility Equipment Connecting Closed Captioning EquipmentConnecting Touch-Panel Controls Powering On Connecting IR Sensors to VSX 8000 SystemsPowering On the VSX 3000 or VSX 3000A Desktop System VSX 3000 and VSX 3000A systems have three power switches Powering On Set-top and Component Systems Configuring Network Use Getting the Network Ready Network Connectivity Checklist Should be provided byThis information Your Configuring with the Setup Wizard Configuring LAN Properties Go to System Admin Settings LAN PropertiesConfigure these settings Select and configure these settings Configuring IP Network Support Specifying H.323 SettingsGo to System Admin Settings Network IP H.323 Settings Setting Description Use Gatekeeper AuthenticationAvailable when Use Gatekeeper is set to Specify with PIN Gatekeeper IP Setting Description Use PathNavigator forMultipoint Calls Configuring Integration with Avaya Networks Select two or three times and configure these settings Configuring Network Use Specifying SIP Settings Go to System Admin Settings Network IP SIP Settings Integration with Microsoft Live Communications Server LCS Setting Description Display Contacts Show My Offline Contacts Specifying Quality of Service Go to System Admin Settings Network IP Quality of Service Configuring the System for Use with a Firewall or NAT Go to System Admin Settings Network IP FirewallSetting Description Fixed Ports Setting Description TCP Ports Setting Description EnableTraversal NAT Configuration UDP Ports Service Provider Enterprise Location a IP NetworkEnterprise Location B Configuring Isdn Support Configuring the BRI Network InterfaceGo to System Admin Settings Network Isdn Setting Description Isdn Switch ConfigurationSetting Description Area Code Protocol Isdn Voice Configuring the PRI Network Interface Setting Description Line Signaling Switch ProtocolSetting Description Numbering Plan Restore Defaults Line Termination PRI E1 only Configuring the Serial V.35/RS-449/RS-530 Network Interface Go to System Admin Settings Network V.35/RS-449/RS-530 Setting Description Delayed DCDAnswer on DSR Hangup Setting Description Crypto Resync Use RTS Signal forSetting Description Enable Broadcast Enable People+Content Configuring Telephony with the SoundStation VTX Go to System Admin Settings Network TelephonySetting Description Room Telephone System Telephone Configuring Call Preferences Go to System Admin Settings Network Call Preference Enable Voice Enable AnalogSetting Description Preferred Dialing 320 Configuring Dialing Order Settings Make sure the system is registered with a gatekeeper Configuring the Global Directory Configuring the Directory Server Settings Setting the Dialing Rules Go to System Admin Settings Global Services Dialing RulesDirectory Server. You can enter up to five addresses ¾ Go to System Diagnostics System Status Placing a Test CallChecking System Status Keeping your Software Current Customizing the VSX System Designing Video Behaviors Configuring Camera Settings and Video Quality Options Go to System Admin Settings Cameras Setting Description VCR/DVD Audio Out Always On Go to this screen Configure these settings Cameras Camera SettingsSet the RS-232 Mode to Sony PTZ camera Format to Composite. VSX Points to note about using automatic camera tracking Disable the Enable Polycom StereoSurround setting Configuring Monitors Go to System Admin Settings Monitors Monitors Setting Description Monitor Output uponScreen Saver Activation VCR Setting Description Zoom Video TimeoutTo Fit Screen Display Icons Visual Concert VGAOut VGA Out Setting Up Select Dual Monitor Emulation Using in a CallCall connects Near site presses PIP Go to System Diagnostics Video Configuring Content Display Set Output upon Screen Saver Activation to Black Configuring Content Display with People+Content IP To enable People+Content IP on a VSX system Go to System Admin Settings Monitors Graphics VGA Select Horizontal Position, Vertical Position, or Phase Select and select where to display Content Configure this settingGo to System Admin Settings Audio Audio Settings Select two times and configure this setting Configuring VCR/DVD Player Settings Adjust the VCR/DVD In Level forAudio I/O Set Line Inputs to VCR Go to this screen Configure these settings Monitors Adjust the VCR/DVD Out Level ifEnable VCR/DVD Audio Out Always Record Source Configuring General Audio Settings On the microphone or on the remote controlDesigning Audio Behaviors VSX Alerts you to incoming calls VSX 3000A Select and enter VCR/DVD settings for the VSX 7000e system Select and enter line input settings Select and enter VCR/DVD settings for the VSX 8000 system Select and enter speaker settings Configuring StereoSurround Settings Points to note about StereoSurroundAudio Levels Set Subwoofer Speaker to Off Configuring VSX Systems for a Polycom Vortex Mixer Go to this screen Configure these settings Mic PlacementMic Identity Speaker Test Configuring Microphones Connected to Audio Inputs Disable Echo CancellerSerial Ports Set RS-232 Mode to Vortex Mixer for Set Input type to Line Input Go to this screen Configure these settings Audio Input Enable Echo CancellerSelect Echo Canceller Select Enable Phantom Power to supply Configuring RS-232 Equipment Configuring for Use with a Touch Panel ControlGo to System Admin Settings General Settings Serial Port Setting Description Baud Rate Configuring for Use with a Modem Managing User Access to Settings and Features Designing the User ExperienceTo maintain this You can allow users to Security level Go to System Admin Settings General Settings Security Go to System Diagnostics Reset SystemSelect Reset System Screens that Require the Room Password for Access Auto-Answer Multipoint Mute Auto-Answer Calls PIP Setting Passwords and Security Options Using Security Mode Points to note about Security Mode Enabling AES Encryption Configuring Call Settings Setting the Call Answering Mode Setting Description Display TimeCall Detail Report Recent Calls Configuring Multipoint Calling Go to System Admin Settings General Settings OptionsEnter the multipoint option key Go to System Admin Settings Monitors Multipoint Setup Setting Description Auto-AnswerMultipoint Mode Page Including More Than Three Other Sites in a Cascaded Call Configuring Directory Settings Setting Date, Time, and Location Go to System Admin Settings General Settings LocationSetting Description Date Format Associated with your system number Select and configure these settings Infrequent Users Kiosk Mode Customizing the Workspace AppearanceNew Users Advanced Users Setting Description Dialing Display Contact ListCall Quality 164 Directory IP or Isdn InformationMy Information Local Date Displaying Contacts on the Home Screen Click Utilities Screen Saver and enter Adding a Screen Saver Logo Changing System Appearance Using Customized Camera Names and Icons Select a tone, as desired Configuring Remote Control Behavior Configuring Streaming Calls Go to System Admin Settings Network IP Streaming Go to System Utilities Web Streaming Clear the Start Streaming selectionClick Utilities View a Meeting Configuring Closed Captioning Audio Options for Closed Captioners Providing Closed Captions for Conferences Via the System’s Serial RS-232 Port On a computer, open a command line interface Go to Utilities Closed Caption Helping Users Get Started Using VSX Web Accessing VSX Web Monitoring a Room or Call with VSX Web Go to Admin Settings General Settings System Settings Creating a Localized System Name with VSX WebGo to Utilities Web Director Tools Remote Monitoring Implementing Basic Mode with VSX Web Managing System Profiles with VSX Web Managing Directories with VSX Web Go to Utilities Profile Center Go to Utilities Import/Export Directory Go to Utilities Import/Export Directory Click PC VSXGo to Place a Call Directory Configuring Global Services Viewing the Management Servers ListRequiring an Account Number for Calls Go to System Admin Settings Global Services My Information Adding My Information Your request for help has been acknowledged Setting Up Snmp Go to Admin Settings Global Services SnmpDownloading MIBs Click Download MIB and follow the onscreen instructions Configuring for Snmp Management Administrator’s Guide for the VSX Series Go to System Diagnostics Call Statistics and then select Call SummaryFour Call Statistics This screen Displays this information Content Statistics Go to System Diagnostics Call StatisticsCall Status Recent Calls ¾ Go to System Admin Settings Network Recent Calls Call Detail Report CDR Information in the CDR Following table describes the data fields in the CDRData Description SIF Call Detail Report Archives Close your FTP session Administrator’s Guide for the VSX Series Click System Setup Go to Diagnostics Send a MessageSending a Message Diagnostic Screens ¾ Go to System DiagnosticsSystem Screens Quick Reference This choice Presents this information or capability Following diagnostic screens and tools are available Select Enable Basic Mode Call Preference Select Enable Basic ModeCall Detail Report screen Select Utilities Call Detail Select Network Ping Select Network Trace RouteClick Trace Route 35/RS-449/RS-530 Serial Status Select Diagnostics Video Select Diagnostics AudioClick the Speaker Test icon Audio Meter test On the Diagnostics screen Select Diagnostics Reset Select Reset SystemClick the Reset System icon Delete System Settings General Troubleshooting Power and Start-up Symptom Problem Corrective actionVSX 3000, VSX 3000A, VSX 5000, VSX VSX 7000, VSX 7000s Controls Access to Screens and Systems On the system, go to Admin Settings General Settings SecurityDhcp Client is on and no Use the Ping test System Diagnostics Calling Symptom Problem Corrective action Codes on page Appendix-11 Go to Admin Settings Network Call Preference and selectCall Speeds screen Go to Admin Settings Network IP Firewall Ensure that NAT Configuration is OffSettings Monitors Monitors screen Displays Go to Admin Settings Monitors Monitors Otherwise, go to Admin Settings CamerasVideo or Composite Select Backlight Compensation Go to Admin Settings Network IP Quality Diagnostics Call Go to System Admin Settings Cameras Clear the Enable Polycom StereoSurround Selection on the Admin Settings Audio AudioSettings screen Cameras Symptom Problem Corrective action Output using the Speaker Test under Diagnostics Go to System Admin Settings Audio SettingsAudio Make sure that Midrange Speaker and Subwoofer Go to System Admin Settings Network Isdn Audio Meter screen under Diagnostics AudioChange the Isdn Voice Algorithm selection aLaw Go to System Admin Settings Audio Audio Settings. Select Enable Polycom Microphones if itAudio Meter screen under Diagnostics Audio to Mute Internal Ringer option VCR Far and Near Audio Or VCR Audio Out Always Settings Audio Settings screen Canceller selection on the second Admin SettingsAudio Settings screen Audio Meter screen Polycom Mic but no Error Indications Model When the VSX system It means System LightsSystem lights are located on the front of your VSX system When the BRI network interface It means When the PRI network interface It meansNetwork Interface Lights How to Contact Technical Support Appendix Video Source Output Examples for Multiple Monitors Select this To see this Near video Select this To see this Select this To see this Select this To see this Multipoint Dialing Speed Information Port Usage Port Function Following table shows Global Management System port usage Following table shows other VSX port usage Changing the Security Mode setting Actions that Cause the System to RestartConnect to My LAN Host Name Web Telnet Cause Codes Code Cause Definition Status Inquiry Code Cause Definition If this error occurs systematically, report it to your Isdn PathNavigator Error Codes Following table lists PathNavigator error codesCode Cause Description Code Cause Description Code Cause Description Important Safeguards Regulatory Notices Warranty Information License Restrictions Warranty Information Regulatory Notices Part 15 FCC RulesPart 68 FCC Rules Industry Canada IC Administrator’s Guide for the VSX Series Special Safety Instructions Installation InstructionsRegulatory Notices Underwriters Laboratories Statement Plug Acts as Disconnect Device Administrator’s Guide for the VSX Series Regulatory Notices Index Index-2 Index-3 Index-4 Index-5 Index-6 See also NAT and security Fixed Ports setting Index-8 Isdn Index-10 NAT Index-12 Index-13 Snmp Index-15 VCR/DVD Index-17 Administrator’s Guide for the VSX Series Index-18