Videoconferencing Troubleshooting Flow Guidelines



Trouble call received
                             ISDN
                          troubleshooting
                   ISDN




     Is this
                  Conne ction                    IP Network
   connectivity   YES                  IP
                   type?                     troubleshooting
    related?




                               Transmit Video
     NO
                      Transmit
                               troubleshooting



   Is this video
                    Transmit or                        Receive Video
     (image)     YES                      Receive
                     Receive?                         troubleshooting
    related?




                                           Transmit audio
     NO                        Transmit
                                           troubleshooting




   Is this audio
                          Transmit or                     Receive audio
     (sound)        YES                         Re ceive
                           Receive?                      troubleshooting
    related?



                                   Remote control
     NO
                                   operated system
                            NO
                                   troubleshooting



   Is this system           Does the room have                       Control system
             YES                             YES
  control related?          external control system?                     troubleshooting




     NO



                     If it doesn't fit into one of the other
    Do other
                       4 categories, it is most likely a
               YES
    problems
                     customer error, refer to education
     exist?
                         specialist for follow-up


     NO


   Issue resolved,
   Post resolution
  tests complete and
    ticket closed
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                    Videoconferencing Troubleshooting Flow Guidelines

                                       ISDN troubleshooting

                                                                   NOTE:
                         Check hardware
                                                              Check each line separately
                          and wiring.
Problem is on
                                                             before replacing hardware or
                        Reboot equipment
receiving end,
                                                              opening ticket with teleco.
                        and attempt to test
  reverse the
                        again. If second
direction of call
                         attempt, open
 and try again
                        ticket to have lines
                           checked
             Yes
                                         Is ISDN status
                                           okay on
                               NO
                                                        Local or Long
                                          equipment?
                                                         Distance
                                                                      Local


           Able to call a                          YES     Receiving
            different
            system?

                                                                    Able to receive
                                          Is difficulty
                                                                    a call from a
                                           placing or
                             Placing                        Long Distance
                    Local                                               different
                                         receiving calls
                                                                     system?



                         Local or Long
           NO
                         Distance?


                                                                      YES
                                Long Distance
                                                        Can it receive
                                                         local calls?

                                                                                 NO
YES
                                                YES
      Check hardware
                                                                    Problem is on
       and wiring.
                                  Can it call
                                                                    placing end,
      Reboot equipment        NO
                                   local?
                                                                     reverse the
      and attempt to test
                                                                    direction of call
         again.
                                                                    and try again
                              YES




                                             Able to receive
                         Able to call a
                                             a call from a
                         different (LD)                                 YES
                                             different (LD)
                          system?
                                               system?
                                                           NO
             Results will determine if LEC
               or LD carrier issue                                                     Check hardware
                                                                               and wiring.
   Open ticket to                                                                      Reb oot
                        Dial using a pick
    have lines                                                                     equipment and
                           code
    checked                                                                       attempt to test
                                                                                again.


                                 NO




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                   Videoconferencing Troubleshooting Flow Guidelines


                                       IP Network
                                      troubleshooting


       Open ticket to
      have Ethernet jack
        checked
                                                               See External IP
                                Is the far end end point within BSD       NO
                                                                 dialing
                                     Internal network?


          NO                                YES




                                                         Connect codec to
      Will different
                                                          ethernet, reboot
                                      Does the local codec
    equipment work on              NO                          NO
                                                         codec and attempt
                                       have Ethernet
     network jack?
                                                          connection again
                                       connectivity?



                                          YES


                                         Is the codec
                                          Ethernet
                        Will codec find
                                    NO
                                          connection
                        DHCP address?
               YES                                                Able to ping far end
                                           active?
                                                                 endpoint from
    NO                                                              desktop?



             A t t e m pt
                                           YES          YES
           connection again




                           NO
                                                                    YES
          Able to connect to local                  Able to connect to
                              YES
          codec's telnet or web                   different endpoint
             interfaces?                         via IP?
YES
                                                    Ping each step in
                                                     network path to
                                                    find blockage and
                                                    respond to findings               NO


                                           NO                    Able to ping far end
                                                        NO
                      Able to connect to local                              endpoint from codec
                       codec's telnet or web                                  interface?
                         interfaces?

                                                            YES



                                               Is different local codec able
                                                                    NO
                                               to connect to far end codec?
                                       YES
            Verify codec IP ,      YES
            H.323 settings,
            and Gatekeeper
             functionality
                                    Work with Ethernet                      Have far end
                                     team to find                       check codec
                                    dissimilarities in                     settings and
                                      data path                        connections

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                        External
                        IP dialing
                         testing
  Restore
Gatekeeper to
functional state




                          Is system          Is system able to
                        Registered to local       call other external
                   NO                  Yes
                         Gatekeeper?           IP locations?

   YES
                                                   YES
                                   NO
           Is gatekeeper
            in alarm?



                     NO
                                              Is remote system able to
                         Is system able to make
             NO                                   connect to other IP
                           e.164 alias calls               endpoints
                                                               No
                            internally?


          Verify Gatekeeper
                              YES
           settings and
          reboot if needed                                          Far End should
                                                    Yes
                                                             investigate
                                                            possible firewall
                          Verify Gatekeeper
                                                              issue
                             to Border
                           Controller links



                                                Are there specific      YES
                                                limits on Far End
                                                    FW?


                                                    No


                                                Verify Settings and
                                                contact information
                                                 used for call in
                                                 both directions




                                                  A t t e m pt
                                                connection again




                                                If still no success
                                                 investigate local
                                                  FW issues



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             Videoconferencing Troubleshooting Flow Guidelines


                                 Transmit Video
                                troubleshooting
Disconnect and            Issue
         NO
  reconnect            resolved?                                    Switch to different
                                                           video source/
                                              YES
                                                             camera

                                  Is remote end
                                   seeing any
                                    image?

                                                             Issue
                                                            resolved?
               Switch to different
               video source/
                                             NO
                 camera
                                    NO
                                   YES                          YES



                                                           Switchback to
                                                           original source
                                   Did codecs
                                  negotiate a video
                   YES
                                   algorithm?


         Disconnect and
                                                                Issue
                             NO
           reconnect
                                                               resolved?


  Issue
                          YES
 resolved?
                                                                 NO
              Issue                                        YES
                             YES
             resolved?

                                                             Power cycle video
                                                             source and check
                                       Problem resolved
                                                               cables


            Reboot codec
   NO
                          YES

                                                                Issue
                                     YES        YES
                                                               resolved?
              Issue
             resolved?
                                                                   NO

                                  Issue
                                              NO
                                 resolved?                            Verify video
Connect to loop                                                         source device
            NO
  back                                                             functionality
                                                Can site
                                              establish video
                                               with different
                                                 site?
                                                                 Tr oubleshoot
                                                       YES
                                                                receive video on
  Issue still        NO               Reconnect to site
                                                                 other site.
                                                 NO
  present?


                                              Verify Codec
                                             configuration and
                    YES
                                               hardware
                                              functionality
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                 Videoconferencing Troubleshooting Flow Guidelines



                                         Receive Video
   Verify Cables from                                                        Verify equipment
                                         troubleshooting
   codec to monitors.                                                        power, reboot if
    Reboot codec if                                                          necessary.
     necessary

                                                           NO

                                                                  Most likely cause was
                   Is image just monitor         Is ANY image displayed
                                                                  a "blank" still image.
                                  YES
                     input indication?           on either display?
                                                                  Send a "snap shot" or
                                                                   open DuoVideo to
 Reboot Codec                                                               verify.
                         NO
     YES
                                                                        Yes
                        Both screens?               Main (Single) or
                        (Or on single               Alternate NOT
                                   Only one                       Alternate
    Is image distorted on           monitor                  working?
      BOTH monitors?             system)
                                                                    Can "self view"
                                                                    be displayed?
                                                        Verify function
         NO                            Reconnect
                    Check network                             of original video
                      statistics,                               source           NO
                    disconnect and
      Is image      YES    reconnect if
                                                                    Switch to different
      FROZEN on                     YES
                      needed
                                                                    local video source
     both monitors
                                       YES

         NO                                                 YES
                                              Main (Single)
                                                                     Can self view
                                                                     be displayed
                                         Did the call
                                                                      now?
    Does switching video                            drop?
                                                   YES
     sources help?
                            See Transmit
                                                         Can directory
                            Video Flow
                                                         information be        NO
              Local issues will                                   displayed?
                                           NO
               be on alternate
         NO
              monitor. Far End                                              Verify cables and
              issues will be on                                              Monitor input
                                                             NO
                                        Have far end
               Main monitor                                                 selection
                                       switch to different
      Local or Far
                         LOCAL             video source
       End
                                                     Have far end verify
                                                                     If not resolved
                                                      original video
                                                        source
                        Check far end
      FAR END                                             functionality
                       codec or network                                      Do you see a
                                         Problem
     Verify Codecs                                                          Tandberg
                                                     YES
                                         resolved?
     negotiated video                                                          logo?
      algorithm                NO                                   NO
                                                  Disconnect and
                                           NO        reconnect
                       Present when
     Disconnect and
                     connected to different
                                                                       YES
      reconnect                                                 Verify monitor
                        system?
                                       Did the system              functionality
                                                      NO
                                       negotiate video?


                                                                     Verify codec
                                           YES
                                                                    settings for Dual
         Check near end
                         YES
                                                                    monitor and VGA
         codec or network
                                                                       out
                                     Disconnect and test to a loop
                                       back Reboot codec if
                                        unsuccessful.
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                       Videoconferencing Troubleshooting Flow Guidelines

                                     Transmit audio
                                     troubleshooting




                                       No audio
                                    transmission, or poor                Verify microphone
                     Poor Audio                           No Audio
                                    audio transmission?                  mute is OFF




                Level or
                                          Level
                Quality?                                           Have far end verify
                                                               incoming volume
                                                                 settings

               Verify Audio
               Algorithm
               negotiation


                                                            Audio level at codec received
                                           NO level
                                                             within acceptable range?
               Verify proper
               microphone
                location
Check codec
settings, verify
   cable
connections                               Problem
                                    present on all        Just one
                            Other        inputs?
               Feedback,
                Echo, or
    Fe edback
                                                                Low level
                Other?
                                                     Adjust input                     YES
                                       YES             settings to
                                                     compensate
                Echo                              NO


                                    External Audio
                                      mixer?                           Problem
                                                      Problem
               Which site                                          YES
                                                                    Solved
                                                      Resolved?
               hears echo?

          FAR              NEAR
                                                       NO

                                                    Check Audio
                                                                         Test with loop
                                    Verify External       hardware on local      F A IL
                                                                           back
                                   audio mixer power          end
      Verify near end          Have fare end
                                    and connectivity
      codec echo           verify codec echo
      cancellation            cancellation
        settings              settings                                               PASS


                                                         Check audio
                                                                          Test with
                                                         algorithm
                                                                   F A IL     different
                                                         settings &
                                                                          endpoint
                                                         negotiation

     Check
                               Can audio be
     external                                        Reboot
                              transmitted from
                  YES                        NO
    audio mixer                                        Codec
                                codec?
    functionality                                                               Far end issue




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            Videoconferencing Troubleshooting Flow Guidelines



Verify codec audio
  settings and                   Receive audio
 replace codec if                  troubleshooting
    needed


    YES



                           Verify System              Problem Resolved
  Direct Audio to                  volume is set at
                Check TV inputs
   TV work?                    midrange (8) and
                and replace TV as
            NO
                            proper audio
                  needed                     Far End
                             algorithm                  YES
                                          issue
                            negotiation

  Test different
  audio source
                                                  Problem
  straight to TV                                   NO
                                                 Resolved?
                           Is it possible to
                            get connect or
                            ring tones?
  Verify cable
                   NO
  connections



                                                Reconnect to first
                                                  site
 Verify TV volume
is set appropriately
                                                   YES
                                       YES

               System use NAM, TV
      TV                                         Able to get audio
                Speakers, or other?
                                                from different
                                                 endpoints?
                                 Other
                   NAM


                Verify cables and
                   power
                                                   NO




                Bypass NAM and                         Verify codec audio
                              Able to receive
                 test again                           settings and
                             audio from other      YES
                                                replace codec if
                               sources
                                                   needed




                                 NO
Check NAM fuse/          Did NAM
            YES
Replace NAM           Bypass work?


                              Check external
                   NO          audio hardware

                Verify codec audio
                 settings and
                replace codec if
                   needed
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                Videoconferencing Troubleshooting Flow Guidelines


                      Remote control
                                                             If codec will respond to
                      operated system
                                                             menu, connection and
                      troubleshooting
                                                              camera commands,
                                                             check codec settings to
                                                      YES
 Replace remote                                                       see if requested
   control                                                       operation is permitted
                                       Will camera respond to
                                          remote control
                     Make sure remote             commands?
                      is directed to
                                                                Tandberg camera
                        camera
                                                                 will only be
                                                                controlled when is
                                  YES
             Problem                                   NO
    NO                                                             active video
             solved
                                                                   source


                                                    Is proper camera
                                                                   NO
                                                    selected as active
             YES      Will system respond
                                                     video source?
     Issue                               Reboot codec to
                       to menu or
    Resolved?                              reset camera
                     connection keys?

                                                           YES
                                         NO
                                                          Verify Near End/Far
                       NO
                                                          End control setting
  Replace batteries
              NO                         Will camera
                                      respond to telnet/
                   Able to see IR lights
                                       serial move
                  flash (look on preview      YES                  NO
      NO                                commands
                   image and point at
                      camera)                                  Is camera
                                                          separate from
                                                            codec?

  Does remote work
                  YES
    a different
                                       YES
    system?

                                                            Set Default values,
                                                             reload software,
                           Integr ated
                                      Reboot codec
                                                             replace codec if
                             Units
     YES                                                       unsuccessful
                                         YES

                                                                 NO
                                                     Activate IR
   Does different
                                                NO     control
                   If remote is pointed at
   remote work
                                       Is codec IR
                  codec not camera (6000/
             NO                     NO
   this system?
                                      control active?
                   7000/8000 only) will it
                       work?                                       Issue
                                                               Resolved?

     YES
                       YES
                                                Problem
                                        YES                   YES
                                                 solved
                    Power off codec,
   Verify problem is         reseat both ends
  not remote/monitor         of camera control
   interface issue                            Issue
                    cable. Power on
                                     Resolved?
                    codec, verify Data
                                                        Have camera
                    Port Settings and
                                                        replaced for
                      test again.                 NO
                                                        defective IR
                                                         receiver



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                   Videoconferencing Troubleshooting Flow Guidelines


   Use remote
                                     Control system
  controls and
                                     troubleshooting
   diagnostic
   interface as
                                                              Will other controlled
 needed to support
                                                  YES             components
   customer.
                Report issue to                                          BESIDES
                control system                                          VTC work?
                                     Is the control
               support group for     NO                                                YES
                                   system responding
               reboot and further
                                     to any input?
                issue resolution.

      Problem
YES
       solved
                                           NO

               Issue                                                         Will VTC system
         YES                            Reboot codec?              NO
              Resolved?                                                        respond to any
                                                                           commands?
                          Report issue to
              NO
                          control system
                                                      Able to make
                          support group for        YES
                                                     connections from
                                                                             YES
                           further issue
                                                     remote interface?
                           resolution.
                                                                  Conne ction
       Will codec respond to
                                         See Network                    Control
      commands when direct
                                        troubleshooting      NO
       connect to a PC?
                                          guidelines                             What is not
                            Extern al
                                                                         working: connection
                                                                          control or other?
                                                           Problem
            NO                                        YES
                                                            solved

        Verify codec data           Codec or external
                                          NO                                  Other
        port configuration           audio system?               Issue
                                               Resolved?
                                                                            Audio or
                                                                            Video?
                                                                    Audio
                                                         Verify codec
                                                         configuration
                                  C odec
          Issue                                             settings
   YES     Resolved?


                   Reboot codec?                                                   Source
                                                                           switching or
 Problem
                               Will codec                                        camera
  solved       NO                                         Codec Based
                             respond to telnet/                                      control?
                                                      or external
                      NO                       codec                   Switching
                               serial switch
                                                      switching?
                               commands

       Set Default values,                                                          Camera Control
        reload software,
                                          Report issue to
        replace codec if
                                          control system
         unsuccessful                                         Extern al
                                         support group for
                                  YES
                                                                            Codec or
                                          further issue
                                                              Code c          control system
                                           resolution.
                                                                            controlled?
          Have camera
                     NO
           replaced

   YES                              Power off codec,                                Control System
                                   reseat both ends
                                                       Will camera
                                  of camera control
                                                      respond to telnet/
                    Issue                                                    Report issue to
                                  cable. Power on      No
                                                       serial move
                   Resolved?                                                   control system
                                  codec, verify Data
                                                       commands               support group for
                                                                  YES
                                  Port Settings and
                                                                           further issue
                                    test again.
                                                                            resolution.
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