VIDEOLINQ BASIC TROUBLESHOOTING GUIDE – TANDBERG
Input Buttons
Main Camera
4 AAA Batteries
Self View Button
Main Power Button
Power Light
PROBLEM: I have a black or blue screen.
POSSIBLE RESOLUTIONS:
1. Are the monitor/s sw itched on and do they have power? (Check that the
monitors are turned on and that you have power. Each make and model will
have different indicator lights, but usually if a monitor is on you will see a
green or yellow light, if it is in standby the light will be red or orange, and if it is
turned off or not plugged in there will be no visible lights.)
2. Press the main camera button on the remote control. (The Main Camera button is the first of the five gray
buttons across the top of the remote control. It has an image of a video camera. Pressing this will ensure that
you are sending an image of yourself, rather than possibly sending the laptop,
document camera, etc.)
3. Are you on the right input? (Press the input buttons on the television remote control
until you see your VC image. These are usually HD15, HDMI1, HDMI2, Option1 and
Option2.)
PROBLEM: The remote control isn’t working.
POSSIBLE RESOLUTIONS:
1. Are you pointing the remote directly at the VC system? (You may need to pick
the remote control up to ensure there is a clear line between the remote control and
the VC system. Make sure that there is nothing else in the way, e.g. a laptop, room
sign.)
2. Replace the batteries.
PROBLEM: I’m seeing myself on both screens while in a call.
POSSIBLE RESOLUTION:
1. Press the Self View button. (This should
bring the far end site back on your main
monitor.)
PROBLEM: I can’t hear the other sit e/s.
Mute Icon Mic Off Button
Volume Down Icon Volume Button
TV Volume Button
POSSIBLE RESOLUTIONS:
1. Are they on Mute? (If they can see the Mute icon in the top right
hand corner of their monitor then they are on Mute. Ask them to
press the Yellow Mic Off button on the remote control.)
2. Has the volume been turned down on the remote control? (If
you can see the Volume Down icon in the top right hand corner of
your monitor then your volume is on 0. Press the + button to turn
the volume back up.)
3. Has the volume been turned down on the TV? (The volume
on the Sony monitors should be on about 70. Please check all
other makes and models for correct volume level.)
PROBLEM: The other site/s can’ t hear me.
POSSIBLE RESOLUTIONS:
1. Are you on Mute? (See above)
2. Has the volume been turned down on their remote control? (See above)
3. Has the volume been turned down on their TV? (See above)
4. Is the microphone properly positioned? (The microphone should be facing towards the speaker, and be
within two metres of them.)
PROBLEM: There are icons appearing on the main monitor and I don’t know
what they are.
1. If you are on Mute you will see a microphone in a red box with a line through it.
2. If the volume is down you will see a speaker in a red box with a line through it.
3. If you are experiencing network issues you may see a y ellow lightni ng bolt in a tri angle. (You
may experience reduced audio or video quality during this time. If the lightning bolt appears
throughout the conference and the audio or video quality is not improving contact Telstra iVision,
otherwise the lightning bolt will disappear and the quality should return to normal.)
4. If you are involved in a videoconference which has dual streaming you will see an icon with
two monitors, one displaying a pers on and one displaying a chart. (Dual Streaming is where
you see the presenter on your main monitor and their Laptop or Document Camera on your preview
monitor.)
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