13.4 Troubleshooting. Huawei VP9050

HUAWEI VP9050 Executive Video Terminal

User Guide

13 Maintenance and Troubleshooting

Remote Control Test

Test keys on the remote control to check whether they function properly. If some of the keys are checked, the Remote Control Test screen can be exited by pressing and holding the on the remote control.

After all keys have been tested, the Remote Control Test screen is exited automatically.

13.4 Troubleshooting

This section describes common problems encountered when using the terminal and describes their relevant solutions.

To use certain solutions described in this section, access the Settings and Diagnostics screens.

If you have set an administrator password and encrypted the Diagnostics screen according to

section 10.1 "Setting the Administrator Password", you must enter the administrator password

to access the Settings and Diagnostics screens.

Web Interface

Table 13-6 describes the troubleshooting methods for problems arising on the web interface.

Table 13-6 Troubleshooting methods for the problems arising on the web interface

Problem Possible Cause Solution

A message indicating that the terminal failed to connect to the

Internet or failed to download images is displayed on the web interface.

The latest patches of the operating system or Internet

Explorer are not installed.

The security level of Internet

Explorer is too high or the IP address of the terminal has not been added to the list of trusted sites.

Install the latest patches of the operating system and Internet

Explorer.



From the Internet Explorer menu bar, choose Tools > Internet

Options.



On the Security tab, click

Trusted sites. Then click Sites to display the Trusted sites dialog box.



In Add this Web site to the

zone, enter the IP address of the terminal, and then click Add.



Click OK to save the settings.

The button text of the web interface is not displayed completely.

Internet Explorer is set to ignore font styles specified on

Web pages. Therefore, the font specified by the terminal is invalid and the button text of the web interface is not displayed completely.



From the Internet Explorer menu bar, choose Tools > Internet

Options.



On the General tab, click

Accessibility.



In the Accessibility dialog box, clear all the check boxes.



Click OK to save the settings.

Issue 03 (2011-12-10) Huawei Proprietary and Confidential

Copyright © Huawei Technologies Co., Ltd

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User Guide

Problem

The web interface responds slowly to your operations after you log in to the web interface using Internet

Explorer 6.

The records of the local address book cannot be exported.

Possible Cause

The JScript engine of Internet

Explorer 6 needs to be upgraded or relevant patches need to be installed.


Solution



Install the patches.



Install Microsoft Windows

Script 5.7 (recommended).

The pop-up blocker is enabled on Internet Explorer.

From the Internet Explorer menu bar, choose Tools > Pop-up

Blocker > Turn Off Pop-up

Blocker to disable the pop-up blocker.

If Firefox is used, choose Tools >

Options. On the General tab, select Show the Downloads window when downloading a

file. On the Privacy tab, select

Accept cookies from sites. Then click OK to save the settings.

Network

Table 13-7 describes the troubleshooting methods for the problems arising on the network.

Table 13-7 Troubleshooting methods for the problems arising on the network


You cannot telnet to the terminal. A message is displayed, indicating that the number of connections to the terminal has reached the upper limit.

The number of connections to the terminal has reached five.

If the interval between two connection attempts is less than 10 minutes, these two attempts are considered as two separate connections to the terminal. For example, if multiple clients telnet to the terminal, the number of connections will reach five.

If a client has connected to the terminal and if an exception occurs on the network, the client disconnects from the terminal.

After the network is recovered (within 10 minutes), the Telnet resources, however, may not be released at that time.

Disconnect some of the

Telnet connections.

If no data is transmitted on a Telnet connection for 10 minutes, the connection will be disconnected automatically. Wait for 10 minutes or more until inactive Telnet connections get disconnected, and then telnet to the terminal.

Video

Table 13-8 describes the troubleshooting methods for the problems associated with video.



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Table 13-8 Troubleshooting methods for the problems associated with video

Problem

The terminal is powered on but is not in a conference.

The display, however, does not show the user interface or the local video.

Possible Cause

The display is powered off.

The video channel of the display is selected incorrectly.

The video settings of the terminal or the display are incorrect. For example, the brightness is set to 0.

The video cable is not connected securely.

Solution

Power on the display.

Set the video channel correctly using the remote control.

Set the video parameters of the terminal and the display to default values.

Connect the display to the terminal using the video cable properly.


The user interface can be displayed properly. The local video, however, is displayed as a blue screen.


The local video is displayed properly.

The user interface, however, cannot be displayed.

The camera connected to the interface that is set as the video source is powered off or is in a hibernation state.

No display is connected to the interface that is set as the output interface of the user interface or the relevant display is faulty.

The terminal system does not respond to operations performed with the remote control.

Power on or activate the camera.

Connect a display to the interface that is set as the output interface of the user interface, and then set relevant video parameters correctly.

Telnet to the terminal. If the operations still fail on the terminal, the terminal system is faulty.

Restart the terminal. If the problem persists, contact the relevant distributor for maintenance.

Stop all local and remote loopback tests.

After the local site joins a conference, the local video can be displayed properly but the remote video cannot be displayed.

Check the local and remote loopback status. A local or remote loopback test is being performed.

Check the call statistics. If the video bandwidth is 0, it indicates that no video is sent from the remote site.

If the remote video is displayed as a blue screen, the remote site hides its video by sending a blue screen.

Contact the administrator of the remote site to solve this problem.

Contact the administrator of the remote site to solve this problem.



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Problem

The local video is not displayed properly. For example, the video is in black and white or blinks in black and white.

After the local site joins a conference, the video of a remote site is not clear. For example, there is mosaic, frozen image, or discontinuity in the video output.

Possible Cause

The current video output interface is set to display the local video.

The output mode of the video output interface is set incorrectly.

After you perform a local video loopback test, the video quality is poor, which indicates that faults exist on the local video module.

When the scene captured by a remote camera is changed, the remote video is not clear because the remote camera is not set to focus automatically.

In this case, the remote camera is set to focus on a near or far scene.

When the conference rate is lower than 256 kbit/s, the audio protocol is set incorrectly. For example, access the Call Statistics screen. If the conference rate is 256 kbit/s and if the audio bandwidth is 64 kbit/s, the video bandwidth will be only

196 kbit/s. Therefore, the video quality is poor.

Low video bandwidth is available for the local site because the network is busy.

Certain data is lost during transmission, because the quality of a network connection device (such as an optical fiber transceiver) is poor.


Solution

Set the current video output interface to display the remote video.



Ensure that the mode of the video output interface and the cable that is used match each other.



Check whether the cable is connected correctly or replace the cable if necessary.

Send the terminal to the relevant distributor for maintenance.

Set the main camera of the remote site to focus automatically.

If the conference rate is lower than

256 kbit/s, it is recommended that you set the audio protocol to

G.728 to reduce the bandwidth used for audio transmission.

Try to avoid initiating a conference when the network is likely to be busy.

Replace the relevant network connection device (such as the optical fiber transceiver).



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Problem

After the local site joins a conference, the remote video can be displayed continuously but the video quality is not satisfactory.

When the local site is not in a conference, the local video is too bright or too dark.

After the local site joins a conference and a remote site shares its computer desktop, the VGA display at the local site cannot display the computer desktop of the remote site.

A computer is connected to the local terminal but the local VGA display does not show the computer desktop.

Possible Cause

Contact and ask the administrator of the remote site to perform a local video loopback test. If the video quality is good, it indicates that the video frame rate set at the remote site is too high.

The video settings of the terminal are incorrect.


Solution

Contact and ask the administrator of the remote site to disconnect from the conference, reduce the video frame rate, and then join the conference again.

The video settings of the display are incorrect.

The camera is faulty.

The resolution of the computer that is used for the VGA input at the remote site exceeds the maximum resolution supported by the local terminal.

The local VGA display is not supported.

Set the video parameters of the terminal and the display to default values.

Set the video parameters of the terminal and the display to default values. If the problem persists, change the settings as follows: If the video is still too bright, set

Room light to Bright. If the video is too dark, set Room light to

Dark.

Send the camera to the camera distributor for maintenance.

Contact and ask the administrator of the remote site to change the resolution and refresh rate of the computer that is used for the VGA input to a combination of the values supported by the local terminal.

Replace the VGA display.

The capability of the VGA display is limited. The resolution or refresh rate of the local SXGA output is too high to be supported by the VGA display.

The local terminal supports only certain combinations of resolutions and refresh rates.

The combination of the resolution and refresh rate set on the computer that is used for the VGA input, however, is not supported by the terminal. Therefore, the local site cannot display or properly display the remote computer desktop.

Set the resolution and refresh rate of the local SXGA output interface to a combination of the values supported by the VGA display.

Set the resolution and refresh rate of the computer used for VGA input to a combination of the values supported by the terminal.



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Problem

After the local site joins a conference, a remote video is displayed. On the camera control screen, the remote camera cannot be controlled by pressing , or arrow keys. In other words, the remote video remains unchanged after you press relevant keys.

,

Possible Cause

Remote control is disabled on the remote camera.

The camera to be controlled is a 3CCD camera.

The camera settings are incorrect or the control cable of the camera is connected insecurely.


Solution

Contact and request the administrator to enable the remote control of the camera at the remote site.

If a 3CCD camera, reset the camera. The camera should then be controllable by pressing

, or arrow keys.

,

Contact and request the administrator of the remote site to reset the camera parameters or connect the camera control cable properly.

Audio

Table 13-9 describes the troubleshooting methods for audio-related problems.

Table 13-9 Troubleshooting methods for audio-related problems

Problem

The local site joins a conference. No audio, however, is output from the local display.

Possible Cause

Perform an audio test to check whether the problem arises at the local site or a remote site.

If no audio is output from the display when the audio test is performed, it indicates that the problem exists at the local site.

Solution



The chair site has muted the speaker of the local site.



If the volume of the display is adjusted to the minimum value, restore the volume to the default value.



If the volume of the terminal is adjusted to the minimum value, restore the volume to the default value.



If the audio cable is not connected correctly or securely, connect the audio cable properly.



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Problem Possible Cause

If audio is output from the display properly when the audio test is performed, it indicates that the problem exists at the remote site.


Solution

The microphone at the remote site has been muted or the chair site has muted the microphone of the remote site.

No audio transducer, such as a microphone, is connected to the audio interface that is set as the audio source. In this case, set the audio source again or connect a sound pickup device to the corresponding interface.

The relevant sound pickup device is powered off. In this case, power on the device.

The audio cable is not connected securely. In this case, connect the audio cable properly.

Stop all local and remote loopback tests.

After the local site joins a conference, only the sound from the local site can be output from the display and the other sites cannot be heard.

A loopback test is being performed at the local site.

Conference Initiation

Table 13-10 describes the troubleshooting methods for the problems that arise during

conference control.



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Table 13-10 Troubleshooting methods for the problems that arise during conference control

Problem

The local and remote sites cannot communicate with each other using site numbers.

Possible Cause

The local or remote site is not registered with the gatekeeper.

In this case, the local site cannot translate the site number of a remote site to the corresponding IP address using the gatekeeper.

Therefore, calls cannot be placed to the remote sites using the relevant site number.

If a remote site places a call to the local site and if the gatekeeper provides a message indicating that the local site is not registered with the gatekeeper, the call cannot be set up.

Solution

Check the registration settings, and then re-register with the gatekeeper.

The local site cannot place a call to a remote site.

The local or remote site is not connected to an IP network.

The local or remote site is not connected to an IP network.

Check the IP network settings and the connection of the IP network cable. Ensure that the settings are correct and the cable is connected properly.


The NAT settings are incorrect. If the local site is in a private network and if the remote site is in another private network or in a public network, check whether the local site can communicate with the remote site. If not, check whether the NAT settings are correct.

The gatekeeper with which the local or remote site is registered does not support the function of placing calls using

IP addresses.

Access the screen for setting NAT parameters, and then set the parameters properly.

Choose Settings > Network >

IP > H.323 at the local and remote sites respectively, and then disable the gatekeeper.



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Problem

After startup, the terminal cannot be registered with the gatekeeper.

Possible Cause

The settings used for registration with the gatekeeper are incorrect. In other words, GK address,

H.323 ID, or Password is set incorrectly.


Solution


IP > H.323, and then set the parameters used for the registration with the gatekeeper correctly.

Contact the administrator of the videoconferencing system.

Check whether a site using the same user name as that of the local site has already been registered with the gatekeeper.

Change the user name of the local site.

Access the Line Status screen to check whether the IP network is disconnected.



IP > Firewall, and then set the

NAT parameters properly.

After defining a conference on the terminal, a conference cannot be initiated.

The NAT settings are incorrect. If the local site is in a private network and if the gatekeeper is in a public network, check whether the local site can communicate with the gatekeeper properly.

If not, the local NAT settings are incorrect.

The listen port of the gatekeeper (such as port 1719) is restricted by the network firewall.

The terminal is not connected to the videoconferencing network.

If the local site pays for the conference, check whether the account balance of the local site is sufficient. If another site pays for the conference, check whether the corresponding account number and password are set correctly and whether the account balance of the site is sufficient.


Check the network and then rectify relevant faults.

Enter the account number and the password correctly and top up the relevant account if necessary.



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Problem Possible Cause

Multiple conferences are currently being held and the videoconferencing system cannot provide sufficient port resources.


Solution

If the port resources are insufficient, wait until the resources are available or reduce the number of sites attending the conference and then add sites as required after the conference is initiated successfully.

Conference Control

Table 13-11 describes the troubleshooting of common problems arising relating to conference

control.

Table 13-11 Troubleshooting of common problems arising relating to conference control


After the local site joins a conference, the View Site function cannot be used to view another site.

A site in the conference is being broadcast. In this case, all the sites (except for the chair site and the broadcasting site) must view the broadcasting site.

Contact and ask the chair site to stop broadcasting the site.

The chair site has performed the Give Floor operation. In this case, a non-chair site cannot view other sites.

The chair site has performed the Voice Activation operation.

No video is sent from the site to be viewed.

The View Site function is restricted on the RM.

Contact and ask the chair site to perform the Discussion operation.

Contact and ask the chair site to disable the voice activation function.

Contact and ask the relevant site administrator to troubleshoot the site video.


Restoring Default Settings

You can use the Restore Default function to restore the default settings of the software.

This function does not affect the information saved in the address book.

To restore the default settings:

Select from the home screen, choose Settings > Installation > Restore Default. In the displayed dialog box, enter the serial number of the terminal, and then select OK.



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To view the serial number of the terminal, choose Diagnostics > System Information > Version.

Viewing Help on the User Interface

The help information provided on the user interface includes instant help information and an operation guide.

Instant help information includes status icons and configuration verification messages that are provided on different screens of the user interface. For example, if certain settings on the system settings screen are incorrect, a message will be displayed indicating where the error exists and how to rectify the error.

The operation guide describes how to operate the user interface. When using the terminal and the provided administrator guide is not available, press to display this operation guide on the user interface.

Technical Support

 Support.huawei.com

This Web site (support.huawei.com) provides an efficient and real-time communication platform where users can obtain technical documents, submit technical questions, service requests, and troubleshooting questions, and provide feedback about improving Huawei products. To seek technical help over the Internet, please visit http://support.huawei.com.

Please provide the following information that will help Huawei engineers to answer your questions effectively:

−

Serial number of the terminal (To view serial number, choose Diagnostics > System

Information > Version.)



− Software version (To view the version, choose Diagnostics > System Information >

Version.)

−

−

Network information (To view the information, choose Settings > Network.)

Diagnostic and troubleshooting measures that have been taken

Technical support hotlines

In case of an urgent fault, call the technical support hotlines for help. Before making a call to the technical support engineers, keep the following information ready. In addition, it is recommended that the terminal is powered on so that the relevant screens can be accessed during communication.

− Problem description and associated information

−

Serial number of the terminal (To view serial number, choose Diagnostics > System

Information > Version.)

Technical support hotlines: +86-755-28560808 4008308300 8008308300



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13.4 Troubleshooting. Huawei VP9050

Remote Control Test

13.4 Troubleshooting

Web Interface

Network

Video

Audio

Conference Initiation

Conference Control

Restoring Default Settings

Viewing Help on the User Interface

Technical Support

Related manuals

Table of contents

13.4 Troubleshooting. Huawei VP9050

Remote Control Test