User manual

94
Troubleshooting Tips
Symptom Probable Cause(s) Solution
Unit does not
power up:
Indicator LED is
off.
No AC power to the
12VDC Power Adapter,
or no DC Power to the
system.
If you are using the supplied AC
adapter, check the AC power
supply for 120VAC or 240VAC
as indicated.
If directly powering the unit
from an external DC supply,
check the alternative supply for
proper operation and 10-18
VDC.
When making
calls, the unit
reports "No Link
Status."
There is a cable fault
between the unit and
the network hub or
switch.
Check the network line using an
alternative device such as a PC.
Ensure that the line is functional
and working as expected.
When making
calls the unit
reports “Dialing”
but does not
connect.
There is no route to the
other device, or the
firewall may be
blocking the
transmission path
betrween devices.
Check the IP configuration. (IP
address, subnet mask, default
gateway).
If calling through a firewall
contact your network
administrator.
Units connects but
no video and/or
audio.
A firewall is blocking
the video/audio streams
of an H.323 call.
Create a DMZ for both remote
video systems, or unblock the
following ports in the firewall for
calls to/from the remote video
system. 1720, 5000-5010. Set
the UDP port address to 5000.
When connecting
to a remote
system, the unit
reports the
connection speed
but then doesn’t
go to video.
The remote system is
configured for a
security PIN. After
answering the call, the
remote system will
hang up if it doesn’t
receive a valid PIN
from the calling system
On the calling eyesite, enter the
correct access PIN in either the
Address Directory or on the
Manual Dial screen before
making the call.