Video Troubleshooting Checklist

The following are possible CPE scenarios for your video equipment. All bullet points following the scenarios are possible causes or possible solutions for them. If these tips do not solve the problem, please contact the Bellsouth Video Conferencing Center at 800-777-8805, option 2.

First, ensure that your equipment is turned on and connected to the network a half hour before start time. You should see either a delayed loop back of yourself or a gray screen if you are the first site to connect in the session. Once other sites start joining, you will hear a tone and then see the site on your screen.

1. If you continue to see yourself in a loop back during the setup portion of the session:

• Your site could have the loop back plug still plugged into the system.
• Check remote and local camera source
• Check to see if the PIP (picture in picture) is reversed.
• Drop and reconnect
• Drop and re-boot

2. If you cannot be seen:

• Make sure you are sending the correct camera source
• Is the camera powered on?
• Is the camera on standby?
• Drop and reconnect
• Drop and re-boot

3. If you are seeing black on the monitor:

• Is the monitor turned on?
• Is the Iris on the camera open?
• Is the camera powered up?
• Make sure the camera is not on standby
• AC power
• Drop and reconnect
• Drop and reboot

4. Your site cannot hear remote site:

• Check the monitor to make sure the volume control is not turned all the way down.
• Check the audio cable connections
• The remote site may be muted.

5. Your site cannot be heard:

• Check the monitor to make sure the volume control is not turned all the way down.
• Check the audio cable connections.
• If you use an amplifier, make sure the power is turned on and the levels turned up.

6. You are getting feedback or echo during a video conference:

• Make sure the speakers are not too close to the microphone.
• Adjust volume levels on the monitor and microphone. The monitor volume level should remain at 50%.
• If the above does not work, try a drop and reconnect.
• If all else fails, drop and re-boot.