Technical Troubleshooting Tips

Audio

Problem: Echo
Cause: Microphone pod may be placed too close to the speakers at any of the connected sites
Suggestions:
  • Move microphone pod at least 5’ away from the speakers.
  • Face speakers at a different angle from the microphone pod

 

 

Problem: Echo
Cause: Volume is set too high at any of the connected sites
Suggestions:
  • Microphones should be muted at each site that is not actively speaking.
  • Volume levels should be set to 50% on Televisions and 50% on units (for VSX using the volume buttons on the Polycom remote)

 

 

Problem: Feedback
Cause: Audio cables are improperly connected.
Suggestions:
  • Make sure the Audio Out on the unit goes to the Audio In on the television set.

 

 

Video

Problem: Blue Screen
Cause: Camera input set on a device (e.g. ELMO or VCR/DVD Player) not hooked up or powered on
Suggestions:
  • Press the Camera Input button or Near button on the remote control to bring up the unit’s onscreen Input Menu and select #1-Camera
  • Check ELMO or VCR/DVD Player cables

 

 

Problem: Blue Screen
Cause: Camera head blocked
Suggestions:
  • Check for obstruction
    • TV strap
    • Paper clips, etc. in the swivel well
  • Upper plate is loose and obstructing swivel action.
  • Reboot the Polycom unit (turn off, then on)

 

 

Problem: Blurry picture
Cause: Camera out of focus
Suggestions:
  • Adjust camera direction using the Arrow keys on the remote control
    • Zoom camera into the subject

 

 

Problem: Dark picture
Cause: Back light too bright
Suggestions:
  • Adjust camera direction so that the camera is pointed at bright lights
    • Zoom camera into the subject

 

 

Misc.

Problem: No power
Cause: Loose cable
Suggestions:
  • Check both ends of all cables, especially power, snugly plugged in
  • Power strip turned on
  • Wall outlets providing power - tested on another appliance

 

 

Problem: Global Directory/Address Book does not show DOE schools
Cause: Unit is not connecting out to the DOE Wide Area Network
Suggestions:
  • Check both ends of the internet cable to be sure they are snapped all the way into their respective ports.
  • Reboot Polycom (turn off, then on), 2-3 times if necessary

 

 

Problem: Error Message: “Far Site Disconnected”
Cause: Far Site unit not turned on
Suggestions:
  • Call contact person at far site to turn on unit