Monitoring & Managed Services
If you’d like someone else to actively monitor and troubleshoot your videoconference equipment, read more about Wire One Communications' management & monitoring services , complete with remote monitoring capabilities and Help Desk services. More

Audio Issues
Receiving Low Audio

• Check the monitor volume level. It should be between 50% and 75%.
• Check the system volume level. It should be between 50% and 75%.

Receiving High/Loud Audio

• Lower the system volume using the remote control or keypad.
• Lower the monitor volume level.
• This problem is NOT likely being caused by any of the other sites. Most sites cannot adjust the volume level they send to other sites.

Receiving NO Audio

• Check cabling from the codec (video unit) to the monitor.
• Check the system volume using the remote control, or keypad. It should be between 50% and 75%.
• Check the monitor volume level. It should be between 50% and 75%.
• Is the far site MUTED?

Site Hears Their Own Echo

The problem IS with the far site. Not the site hearing the echo. Have the far site mute. If echo disappears that was the problem site.

Once the site sending the echo has been identified.

• Check Microphone Placement (needs to be far enough away from speakers)
• Check Speaker Placement (needs to be far enough away from microphones)
• Check Volume Levels (Keep between 50% and 75%)
• Are there any telephones in use or off the hook?
• Are there multiple microphones in the room?
• Is there a wireless microphone in use?
• Receiving an ECHO During a Multipoint Conference on The Bridge
• Start by identifying which site is hearing the echo.
• Mute sites one at a time, until the echo goes away. When you mute a site, and the echo goes away, the site you muted, is the site that is sending the echo.
• Once the echo is gone, identify which site was sending and check microphone placement, speaker placement etc.

Video Issues
“Snow” on the Monitor

• The wrong input is selected. Using the television remote, push the input button until you see the correct videoconferencing screen.

Video 1 displayed on the Monitor

• Is the system powered on?
• Is the system hooked up?
• Make sure the video output cable on the codec goes to the video input slot on the monitor.

Video 2 or Input 2 displayed on the Monitor

• Change input to 1 not 2. Using the television remote control, push the input button and change the input to Video 1
• Make sure the codec is hooked up properly and turned on.

Site is Not Transmitting Video to the other sites

• Is the Main Camera selected as the source to be displayed on the television?
• Using the system remote control, select Near End Camera, or Main Camera and change the source to the main camera.
• Bring the PIP (picture in picture) up. What is displayed in the PIP?
• If nothing is in the PIP (black screen or blue screen) select a different video source.
• Check that the cabling between the camera and the codec is connected properly.
• Is the camera on?
• Can you move the Camera?

Site is Not Receiving Video from the other sites

• Check to make sure the monitor is powered on.
• Is the correct input selected?
• What do you see on the screen? Blue screen, Black screen, Menu’s etc.
• Check the cable between Input 1 on the monitor and video output on the codec.“Warning No Video Input” displayed on the Monitor
• Check the send video source.
• Check the cabling from the codec (VIDEO OUT) to the monitor (VIDEO IN)
• If the source you wish to send is a VCR. Is the VCR hooked up, powered on and is the tape playing?
• If the source you wish to send is a PC. Is the PC hooked up and powered on?

Connectivity Issues
Site Unable to Place a Call

• In order to place a call the system must have network connected and functioning. (i.e. ISDN lines connected, Video #’s programmed etc.)
• Do you need to dial to get an outside line? (i.e. dial 9 then 1 and the number)

Site Unable to Receive a Call

• Is the system turned on?
• In order to receive a call the system must be network connected and functioning. (i.e. ISDN lines connected, Video #’s programmed etc.)
• You may need to connect at a lower side.