Troubleshooting Video Services

Before reporting a trouble to the BellSouth Video Operations Center, the user and/or site coordinator should attempt to resolve the conference trouble by following a few simple system checks. It is important to remember that when a problem occurs, you should first try to isolate the problem to a single device. I all else fails, reboot or power off the system components.

Video Equipment
If problems arise prior to the video conference, refer to the trouble resolution checklist displayed in your video room or contact BellSouth Scheduling Center at 800-777-8805; then press "2" for assistance.

Click here for an easy-to-follow resolution checklist. This checklist should be distributed to all users and provided at each video conference area for quick reference. Some common troubleshooting questions are:

• Is the equipment turned on and being operated properly?
• Are equipment power cords plugged into electrical outlets?
• Is the control panel set to the proper audio and video setting?
• Has the conference been scheduled for the appropriate day and time?
• Is the video room clock time correct?
• Can you verify/duplicate the problem?
• Is the problem audio or visual?

Audio

• Does the Vu meter on your audio mixer move when you talk?
• Can remote conference participants hear the facilitator at the host site? Too soft or too loud?
• Where is the microphone being worn? (Could clothing be covering the microphone?)
• Do any system batteries need replacing?
• Can the facilitator at the host site hear the remote conference participants? Too soft or too loud?
• Is there an echo?
• Are any microphones near a speaker?
• If there is an echo, which site(s) hears it?
• Does the problem occur at certain times or under certain conditions?

Video

• Are the monitors turned on?
• Is there video on all monitors?
• Is the correct camera selected?
• Is the camera iris open and focused?
• Can remote conference participants see the facilitator at the host site?
• What video mode is being used for the conference - voice activation or chairman control?
• Are there any alarm messages on the codec?
• Are any of the conference sites in a video loop back?

If the trouble cannot be cleared, the Site Coordinator should notify the BellSouth Video Conferencing Center at 800-777-8805 then press "2". Guest site participants should contact their host Site Coordinator and the host Site Coordinator should contact BellSouth with any troubles.