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Chapter 7 - Diagnostics and General Troubleshooting
© Polycom, Inc. 7-23
Web browser does
not allow showing
PowerPoint
presentations from
the PC to the system.
All Wrong version of Web
browser.
Use Internet Explorer 5.5 or later.
Internet Explorer must have ActiveX
enabled.
Cannot connect to
the PC from the
system for
presentation. The PC
name is there but the
PC presentation
cannot be accessed
when the slide button
is pressed.
All Incorrect password. Enter the correct password that was
entered on the PC.
There is a firewall between the
system and the PC.
Consult your IT manager.
Too many presenters are
logged in. The system allows a
maximum of eight presenters
or PCs to be logged in at one
time.
Ask some of the other presenters
disconnect.
The far site cannot
view slides properly;
they appear
momentarily, but do
not remain
on-screen.
All The far site does not support
Annex D high-resolution
graphics.
Advise the far site participants that their
system does not support this feature,
and continue the call without
presenting slides.
The snapshot feature
is not working
properly.
All The selected camera is not
available.
Select a camera that is in use.
Snapshots and
presentations cannot
be viewed, though
the PC has access to
the main Web page
of the system.
All Too many viewers logged in.
The system supports up to 30
viewers via the Web browser
in a call.
Ask some of the viewers disconnect, or
change the slide-viewing password on
the Security screen to allow only
authorized viewers.
Cannot view
presentation or
snapshots from the
web.
All The security level is set to
“High” on the Web browser.
Lower the security level on the browser
to “Medium” or “None.”
Wrong version of Web
browser.
Use Internet Explorer 5.5 or later.
Incorrect viewing password. To check the slide and snapshot
viewing password and other
information about your presentation,
press the INFO button on the remote
control during a presentation. The
viewing password may be changed on
the Security setup screen.
The monitor
displays an error
icon during an
ISDN call.
All The system has received
more than the acceptable
number of CRC errors or FEC
errors within one second.
Retry the call if the video or audio
quality becomes unacceptable to the
call participants.
Symptom System Cause Solution