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User’s Guide for the Polycom RealPresence Group Series and the Polycom Touch Control
Polycom, Inc. 26
Using the Virtual Remote Control
When the IP connection is restored, the virtual remote control is no longer available.
Troubleshooting
If you are having problems making a call or need to view system information, diagnostics, or configure some
administration settings, refer to the following sections:
Placing a Test Call on page 26
Viewing Call Statistics Using the Polycom Touch Control on page 27
Searching for Answers in the Product Documentation on page 27
Using the Knowledge Base on page 27
Placing a Test Call
To troubleshoot any issues making video calls, call a Polycom video site to test your setup. A list of
worldwide numbers that you can use to test your Polycom RealPresence Group system is available at
www.polycom.com/videotest.
Try these best practice methods:
● Make sure the number you dialed is correct, then try the call again. For example, you might need to
dial 9 for an outside line or include a long distance access code or country code.
● To find out if the problem exists in your system, ask the person you were trying to reach to call you
instead.
● Find out if the system you are calling is powered on and is functioning properly.
● If you can make calls but not receive them, make sure that your system is configured with the correct
number.