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Chapter 7 - Diagnostics and General Troubleshooting
© Polycom, Inc. 7 - 9
Severe Problems
The problems in this section prevent you from making calls successfully. They may
also mask less serious problems. For example, if you cannot complete a call and
there is also an audio problem, you will need to correct the problem that prevents
calling before you can determine whether there is an audio problem
System does not respond to
the remote control.
No batteries in the remote control. Install the batteries in the remote control.
The batteries are installed incorrectly in
the remote control.
Insert the batteries in the correct +/-
position.
The room lights operate in the 38 Khz
range and interfere with the remote
control signals.
Turn off the lights in the room and try the
remote control again.
The infrared sensor is not receiving
signals from the remote control.
Make sure you are pointing the remote
control at the infrared sensor on the front
of the system.
Symptom Cause Solution
IP: The System Information
screen shows “waiting” in
the IP Video Number field.
The LAN is not working. Check the LAN connection.
Contact your network service provider.
The DHCP server is not available. Contact your network service provider to
correct the problem with the server or to
assing a static IP address.
IP: Error message occurs
when placing an IP (H.323)
call.
The system is not connected to the
LAN.
Verify that the LAN cable is connected
properly.
The system’s LAN cable is not
operating properly.
Replace the system’s LAN cable.
The far site is not connected. Use the PING test (System >
Diagnostics > Network > PING) to
determine whether the far site is
accessible to your system. If the test fails,
the far site system is unavailable.
The system is not configured correctly
for the network.
Check your IP configuration.
The IP Gateway/Gatekeeper is not
operating or is not configured correctly.
Contact your network service provider.
Symptom Cause Solution