Configuring Network Use. Polycom VIEWSTATION EX, VS 4000, ViewStation FX
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3
Configuring Network Use
This chapter lists the information you need to get your network ready for videoconferencing. Once you’ve gathered that information, you can begin configuring the system’s network options. Details on how to perform this configuration are also included in this chapter.
When you power on your system for the first time, the setup wizard detects the system’s IP and ISDN connections and leads you through the minimum configuration steps required to place a call.
If you need to change any of these initial settings to accommodate your organization’s environment, you can manually adjust them using the screens described in this chapter.
Note that if you establish an administrator’s password during the setup wizard, you will need to enter it each time you wish to change the Admin settings.
What’s in this Chapter?
Network Connectivity Checklist
Configuring Video Call Preferences
Configuring the Global Address Book
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Administrator’s Guide for ViewStation EX, ViewStation FX, and VS4000
Getting the Network Ready
Before you begin configuring the network options, you must make sure your network is ready for videoconferencing.
To begin, refer to the Preparing Your Network for Collaboration document, available at www.polycom.com/videodocumentation . This document contains information you need to prepare your network, such as worksheets that will help you order
ISDN.
Network Connectivity Checklist
You will need this information to make and receive video calls at your site:
This information...
IP address
System name
Gatekeeper address
Should be provided by your...
Internet Service Provider or system administrator
System administrator
IP Network Service Provider or system administrator
Firewall information
ISDN address (for BRI or serial
V.35/RS-449/RS-530 capability)
IP Network Service Provider or system administrator
ISDN Network Service Provider
SPIDs (BRI - North America only) ISDN Network Service Provider
ISDN switch protocols ISDN Network Service Provider
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Chapter 3 - Configuring Network Use
Using the Setup Wizard
When you power on your system for the first time, the setup wizard detects the system’s IP and ISDN connections and leads you through the minimum configuration steps required to place a call. If you need more information about these steps, refer to the corresponding sections in this chapter.
The setup wizard allows you to set an administrator password, which lets you limit access to the Admin Settings. The administrator password may contain letters and numbers, but no other characters.
If you set an administrator password, make sure that you remember it. If you forget the password, you will have to reset the system, delete the system files, and run the setup wizard again in order to access the Admin Settings and reset the password.
You cannot set the administrator password from a remote location.
You can run the setup wizard or view the configuration screens in either of these two ways:
❑
In the room with the system
— Use the remote control to navigate the screens and enter information.
❑
From a remote location
— Use a web browser to access the system’s web interface. To do this, you need to know the IP address of the system. Polycom recommends using Microsoft
®
Internet Explorer 6.0 or later.
You can use the web interface to configure all of the system settings except the remote management settings. These settings must be configured on the local system by an administrator.
To access the system using the web interface:
1.
On a PC, open a web browser.
2.
In the browser address line, enter the system’s IP address, for example, http://255.255.255.255
, to go to the system’s web interface.
3.
Enter admin as the user name, and the admin password, if a password has been established.
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Configuring Video Call Preferences
To configure video call preferences:
1.
Go to System Info > Admin Setup > Video Network > Call Preferences.
2.
Configure these settings:
Setting
ISDN Video Calls (H.320)
(Quad BRI or PRI)
V.35 Video Calls
(V.35/RS-449/RS-530)
Description
Allows users to place IDSN calls.
Allows users to place V.35 calls.
LAN/Internet Calls (H.323) Allows users to place IP calls.
Display IP Dialing
Extension
Adds a field to the Video Phone screen so you can enter the H.323 extension separately from the gateway ID.
If you choose not to add a field for the extension, users can either append the extension to the gateway number or use the Tone Pad to enter the extension when the gateway requests it.
Allow H.320 and H.323
Mixed Calls
Allows users to place and receive multipoint calls that include both IP and ISDN sites. This choice is available only if you allow both ISDN and LAN calls on this system.
Unchecking this option provides extra security for systems requiring LAN connectivity while placing encrypted calls over ISDN lines. If you clear this selection, IP endpoints cannot join ISDN calls.
3.
If you enabled both ISDN and IP calling, select Next and configure these settings:
Setting
Primary Call Type Choice
Secondary call Type
Choice
Description
Allows you to specify how to place calls to Directory entries containing multiple numbers. You can also specify a call type to use when the primary call type is not available.
If you choose Manual, the system prompts the user to choose a call type.
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Chapter 3 - Configuring Network Use
Configuring IP Calling
Configuring LAN Support
If your system is part of a LAN, use this section to configure the system to work with the LAN.
To configure LAN support:
1.
Go to System Info > Admin Setup > LAN/H.323 > LAN/Intranet > LAN &
Intranet.
2.
Configure these settings:
Setting
Host Name
WINS Resolution
DHCP
Description
Indicates the system’s DNS name.
The LAN Host Name:
•
must begin with a letter and end with a letter or number
•
may include up to 63 letters, numbers, and hyphens
•
is not case sensitive.
Note: If you change the Host Name, the system restarts.
Sends a request to the WINS server for WINS name resolution.
Specifies how the system obtains an IP address.
•
Client — The system gets an IP address from the DHCP server on the LAN. The DHCP server also supplies the DNS server address, default gateway, subnet mask, and WINS server address. If the DHCP server is not available, the system cannot get an IP address.
•
Off — The IP address will not be assigned automatically. You must enter the IP address, DNS server address, default gateway, subnet mask, and WINS server address manually.
•
Server — The ViewStation FX or VS4000 system’s internal
DHCP server assigns up to 12 IP addresses to network devices.
Assigned IP addresses range from 1.1.1.2 to 1.1.1.14.
To use this option, you must enable it during a SoftUpdate. For more information, see
Keeping your Software Current on page 3-28
.
Note: Do not use this setting if the ViewStation FX or VS4000 is connected to a LAN with a DHCP server.
The setting will not take effect if the system is on a LAN with an active DHCP server.
If the system has previously been configured as a DHCP server, it reverts to being a DHCP client when it is connected to a LAN and restarted.
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Setting
IP Address
DNS Servers
Default Gateway
Subnet Mask
WINS Server
Description
Displays the IP address currently assigned to the system.
If the system does not automatically obtain an IP Address, enter the IP address here.
Displays the DNS servers currently assigned to the system.
If the system does not automatically obtain a DNS server address, enter up to four DNS servers here.
Displays the gateway currently assigned to the system.
If the system does not automatically obtain a gateway IP address, enter one here.
Displays the subnet mask currently assigned to the system.
If the system does not automatically obtain a subnet mask, enter one here.
Displays the WINS server currently assigned to the system.
If the system does not automatically obtain a WINS server IP address, enter one here.
To configure Advanced LAN properties:
1.
Go to System Info > Admin Setup > LAN/H.323 > LAN/Intranet > Advanced
LAN Settings.
2.
Configure these settings:
Setting
Select LAN Port
LAN Speed
Duplex Mode
Description
Specifies whether a PC is connected to this system.
•
LAN Port — No PC is connected to this system.
•
PC Port — A PC is connected to this system. If the videoconferencing system is connected to the LAN, the PC can also access the network.
Specifies the LAN speed to use. Note that the speed you choose must be supported by the switch.
Choose Auto to have the network switch negotiate the speed automatically.
If you choose 10 Mbps or 100 Mbps, you must also select a duplex mode.
Specifies Half Duplex or Full Duplex. Note that the duplex mode you choose must be supported by the switch.
Choose Auto to have the network switch negotiate the duplex mode automatically.
The system restarts if you change this setting.
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Chapter 3 - Configuring Network Use
Configuring the System for Use with a Firewall or NAT
A firewall protects an organization’s network by controlling data traffic from outside the network. Unless your firewall is designed to work with H.323 videoconferencing equipment, you must configure the system and the firewall to allow videoconferencing traffic to pass in and out of the network.
Network Address Translation (NAT) network environments use private internal IP addresses for devices within the network, while using one external IP address to allow devices on the LAN to communicate with other devices outside the LAN. If your system uses a NAT, it must be assigned a public IP address to communicate outside the LAN.
Systems deployed outside a firewall are potentially vulnerable to unauthorized access. Visit the Polycom Security Center at www.polycom.com
for timely security information. You can also register to receive periodic email updates and advisories.
To set up the system to work with a firewall or NAT:
1.
Go to System Info > Admin Setup > LAN/H.323 > LAN/Intranet >
Firewall/LAN Connection
.
2.
Configure these settings:
Setting
Use Fixed Ports
TCP Ports
UDP Ports
System is Behind a
NAT
NAT is H.323
Compatible
Auto Discover NAT
Description
Lets you specify whether to define the TCP and UDP ports.
This enables the ViewStation system to assign a range of ports starting with the TCP and UDP ports you specify. In most cases, the range begins with port 3230 for both TCP and UDP.
Note: You must also open the firewall’s TCP port 1720 to allow
H.323 traffic.
Lets you specify the beginning value for the range of TCP and
UDP Ports used by the system.
Note: You must also open the firewall’s TCP port 1720 to allow
H.323 traffic.
Lets you specify that the system obtains its IP address from the
NAT. If users connect to this system using a Virtual Private
Network (VPN), clear this field.
Lets you specify that the system is behind a NAT that allows
HTTP traffic.
Lets you specify whether the system should determine the NAT
Public Address automatically.
The system restarts if you change this setting.
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Setting
NAT Public (WAN)
Address
Address Displayed in
Global Address Book
Description
Displays the address that callers from outside the LAN use to call your system. If you chose to configure the NAT manually, enter the NAT Public Address here.
The system restarts if you change this setting.
Lets you choose whether to display this system’s public or private address in the Global Address Book.
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Chapter 3 - Configuring Network Use
Specifying H.323 Settings
If your network uses a gatekeeper, the system can automatically register its H.323 name and extension. This allows others to call the system by entering the H.323 name or extension instead of the IP address.
To specify H.323 Settings:
1.
Go to System Info > Admin Setup > LAN/H.323 > H.323 > Setup.
2.
Configure these settings:
Setting
H.323 name when calling this system
Description
Specifies the name that gatekeepers and gateways use to identify this system. You can make point-to-point calls using H.323 names if both systems are registered to a gatekeeper.
The H.323 Name is the same as the System Name, unless you change it. Your organization’s dial plan may define the names you can use. Each system’s name must be unique.
The system restarts if you change this setting.
H.323 Extension
(E.164)
Specifies the extension that gatekeepers and gateways use to identify this system.
The default H.323 Extension is based on the system serial number, but it can be changed. Your organization’s dial plan may define the extensions you can use. Each system’s extension must be unique.
The system restarts if you change this setting.
Auto H.323 Dialing Lets the system automatically detect the call type based on the format of the dialing information you enter. The ISDN and IP fields are not displayed on the Video Phone screen.
Display IP Dialing
Extension
Adds a field to the Video Phone screen so you can enter the H.323 extension separately from the gateway ID.
If you choose not to add a field for the extension, users can either append the extension to the gateway number or use the Tone Pad to enter the extension when the gateway requests it.
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Configuring Dialing Speeds
Setting up dialing speeds lets you define the speeds users can choose when they make calls or add Directory entries.
To configure the dialing speeds available to users:
1.
Go to System Info > Admin Setup > LAN/H.323 > H.323 > Dialing Speeds.
2.
Select the call rates that users can choose for making calls.
•
Nx56 and Nx64 rates are available for ISDN calls.
•
IPx56 and IPx64 rates are available for IP calls.
Configuring the System to Use a Gatekeeper
A gatekeeper supervises network traffic and manages functions such as bandwidth control and admission control. The gatekeeper also handles address translation, which allows users to make calls using static aliases instead of IP addresses that may change each day.
To configure the system to use a gatekeeper:
1.
Go to System Info > Admin Setup > LAN/H.323 > H.323 > Gatekeeper.
2.
Configure these settings:
Setting
H.323 Name
H.323 Extension
(E.164)
Description
Specifies the name that gatekeepers and gateways use to identify this system. You can make point-to-point calls using H.323 names if both systems are registered to a gatekeeper.
The H.323 Name is the same as the System Name, unless you change it. Your organization’s dial plan may define the names you can use. Each system’s name must be unique.
The system restarts if you change this setting.
Specifies the extension that gatekeepers and gateways use to identify this system.
The default H.323 Extension is based on the system serial number, but it can be changed. Your organization’s dial plan may define the extensions you can use. Each system’s extension must be unique.
The system restarts if you change this setting.
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Chapter 3 - Configuring Network Use
Setting
Use Gatekeeper
Gatekeeper IP
Address
Outbound Call
Route
Dial Multipoint Calls from PathNavigator
Description
Specifies whether to use a gatekeeper. Gateways and gatekeepers are required for calls between IP and ISDN networks.
•
Off — Calls do not use a gatekeeper.
•
Specify — Calls use the specified gatekeeper. Enter the gatekeeper’s IP address or name (for example, gatekeeper.companyname.usa.com, or
255.255.255.255).
•
Auto — System automatically finds an available gatekeeper.
•
The system restarts if you change this setting.
Displays the gatekeeper’s IP address. If you chose to specify a gatekeeper, enter the IP address here.
The system restarts if you change this setting.
For systems using a gatekeeper, specifies whether calls initiated by this system should be handled as IP calls sent through a gateway or as ISDN.
Lets you specify whether multipoint calls use the system’s internal multipoint capability or the PathNavigator Conference on Demand feature. This feature is available only if the system is:
•
Configured for multipoint calling.
•
Registered with a PathNavigator gatekeeper.
Configuring the System to Use a Gateway
A gateway performs protocol conversion between IP and ISDN networks, so that users on different networks can call one another. If the system is configured to use a gateway, you must also configure it to use a gatekeeper.
To configure the system to use a gateway:
1.
Go to System Info > Admin Setup > LAN/H.323 > H.323 > Gateway.
2.
Configure these settings:
Setting
Gateway Number
Type
Country Code
Description
Specifies the number type users enter to call this system:
•
Direct Inward Dial (DID) — Users enter an internal extension to call this system directly.
Note: If you choose this option, you must also register the number with the gatekeeper as an E.164 alias.
•
Number + Extension — Users enter the gateway number and the system’s extension to call this system.
Specifies the country code for the system’s location.
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Setting
Area Code
Number
Extension
Number of Digits in
DID Number
Number of Digits in
Extension
Description
Specifies the area or city code for the system’s location.
Specifies the gateway’s number.
Specifies the extension that identifies this system for incoming gateway calls.
The default H.323 Extension is initially based on the system serial number, but it can be changed.
Specifies the number of digits configured by your network administrator.
Specifies the number of digits configured by your network administrator.
3.
Select Next and enter a prefix or suffix for each bandwidth you want to allow for gateway calls.
Be sure to configure the gateway to use the same prefixes and suffixes you define for the system.
Specifying Quality of Service
Set the Quality of Service options for the way your network handles IP packets during video calls.
To specify the Quality of Service:
1.
Go to System Info > Admin Setup > LAN/H.323 > QOS.
2.
Configure these settings:
Setting
Type of Service
(ToS) Field
Type of Service
(ToS) Value
Description
Lets you choose your service type.
Specifies the value of the Type of Service (ToS) byte in the IP packet header for video, audio, and far-end camera control. These values are supported:
Type of Service
IP Precedence:
Diffserv:
Minimum Value
0
0
Maximum Value
5
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Chapter 3 - Configuring Network Use
Setting
Dynamic
Bandwidth
Enable PVEC
Description
Specifies whether to let the system automatically find the optimum line speed for a call if packet loss occurs.
Allows the system to use PVEC (Polycom Video Error
Concealment) if packet loss occurs.
Configuring ISDN Support
You can add one optional network interface module to the system. This lets you extend the functionality of the system so that you can:
❑ Make ISDN calls over a PRI/T1 network (in North America) or PRI/E1
(outside of North America).
❑ Make ISDN calls over a BRI network.
❑ Connect encryption or other third-party network equipment using a Serial
V.35/RS-449/RS-530 interface.
This section describes the settings for all optional network interfaces and identifies the settings that are available only for specific network interfaces.
You can configure a network interface only if the corresponding network interface module is installed. The system automatically detects the module and displays only the required configuration screens.
Configuring Inverse Multiplexer (IMUX) Settings
You must configure the IMUX settings for Quad BRI and PRI only. If your system uses the V.35/RS- 449/RS-530 network interface, skip this section.
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Chapter 3 - Configuring Network Use
Placing a Test Call
When you finish configuring the system, you may wish to place a call to test your setup.
You can find a list of worldwide numbers that you can use to test your system at www.polycom.com/videotest .
To place a test call:
1.
Select Video Call from the main screen.
2.
Enter the ISDN number, system name or IP address.
To enter text, press Keyboard to access the onscreen keyboard.
3.
Enter a second ISDN number, if necessary.
4.
Select the call type.
5.
Select the call speed.
6.
Press Call-Hang Up on the remote control.
If you have trouble making video calls:
❑ Make sure the number you dialed is correct, then try the call again. For example, you may need to dial 9 for an outside line or include a long distance access code or country code.
❑ To find out if the problem exists in your system, ask the person you were trying to reach to call you instead.
❑ Find out if the system you are calling has its power turned on and is functioning properly.
❑ If you can make calls but not receive them, make sure that your system is configured with the correct number.
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© Polycom, Inc.
7
Diagnostics and General
Troubleshooting
This chapter covers the diagnostic screens of your ViewStation EX,
ViewStation FX, or VS4000 system. It is organized by category to help you troubleshoot any issue.
Diagnostic tools are available via the system itself and the system’s web server. To connect to your system’s web server and troubleshoot via the web, enter your system’s IP address in a web browser and browse to the required diagnostic tool.
What’s in this Chapter?
System Management Screens Quick Reference
How to Contact Technical Support
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Sending a Message
If you are experiencing difficulties with connectivity or audio, you may want to send a message to the system that you are managing.
Only the near site can see the message; it is not broadcast to all the sites in the call.
To send a message via the web interface:
1.
Go to Set Up System > Diagnostics > Send Message.
2.
In the Send a Message page, enter a message (up to 100 characters in length), then click Send Message.
The message is displayed for 15 seconds on the screen of the system that you are managing.
System Management Screens Quick Reference
These screens allow you to view information about the system, configure the system, and diagnose performance issues if they arise. They are available on the system and through the web interface. To view the system management screens, go to the main screen and select System Info. Then choose the type of information you need:
This choice...
Admin Setup
Diagnostics
System Info
Presents this information or capability...
User interface customization, system customization, security, dialing requirements and network configuration, key-enabled options, Global Management System information
System status and performance, system tests, and system reset. The web interface also offers the Send Message function, and provides access to the Call Detail Report.
Identifying information
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Chapter 7 - Diagnostics and General Troubleshooting
Diagnostics Screens
You can view network statistics and perform diagnostic tests from the system’s
Diagnostics screens.
To access the Diagnostics screens on the system:
>>
Go to System Info > Diagnostics.
This screen is accessible without a password.
To access the Diagnostics screens from the web interface:
1.
Open a web browser on your computer.
2.
Enter the system’s IP address, for example, http://255.255.255.255.
3.
Click Set Up System.
4.
If a password prompt opens, enter
admin
and the administrator’s password.
5.
Click Diagnostics from any page in the web interface.
The following diagnostic screens and tools are available:
Network and Call Status Tools
Diagnostic Tool
Network Statistics screen
Displays call speed, audio and video protocols, annexes, and error count for the call in progress.
In multipoint calls, the Call Status screen shows most of this information for all systems in the call.
Advanced Statistics screen
Displays audio, video, and other data rates, errors detected, and identifying information about the system at the far site.
In multipoint calls, the Call Status screen shows most of this information for all systems in the call.
In the system’s user interface
On the Diagnostics screen, select
Network Stats.
In the ViewStation web interface
On the Diagnostics screen, select
Network Statistics.
For more information about this screen, see
Advanced Statistics on page 6-3 .
On the Diagnostics screen, select
Advanced Stats.
On the Diagnostics screen, select
Advanced Statistics.
For more information about this screen, see
Advanced Statistics on page 6-3 .
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Network and Call Status Tools
Diagnostic Tool
Call Status screen
Displays call type, data speed, and number dialed for the current call.
In ISDN calls, this screen also displays connection status for each channel. Selecting a channel call progress indicator displays its ISDN number.
In calls placed through the
V.35/RS-449/RS-530 network interface, this screen displays the states of these signals:
•
DTR
•
RTS
•
CTS
•
DSR
•
DCD
•
RI
Bright indicators show high signals; dim indicators show low signals.
Call Log screen
Displays the current Call Detail
Report (CDR) and provides access to the archived CDR.
In the system’s user interface
On the Diagnostics screen, select
Call Status.
In the ViewStation web interface
On the Diagnostics screen, select
Call Status.
For more information about this screen, see
Not available.
On the Diagnostics screen, select
Call Log.
For more information about this screen, see
.
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Chapter 7 - Diagnostics and General Troubleshooting
IP Connectivity Tools
Diagnostic Tool
Near End Loop test
Tests whether your system is able to make IP calls successfully.
Monitor 1 displays the video and plays the audio that would be sent to the far site in a call.
This test is not available when you are in an IP call.
Ping test
Tests whether the system can establish contact with a far-site IP address that you specify.
This test is not available when you are in an IP call.
In the system’s user interface In the ViewStation web interface
1. On the Diagnostics screen, select Near End Loop.
2. Select the Near End Loop icon to start the test
3. Press any button on the remote control to stop the test.
1. On the Diagnostics screen, select Near End Loop.
2. Click On to start the test
3. Click Off to stop the test.
Not available 1. On the Diagnostics screen, select Ping.
2. Enter the IP address that you wish to test.
3. Select Start. If the test is successful, the system displays a message indicating that the IP address under test is available.
Video and Audio Tools
Diagnostic Tool
Color Bar test
Tests the color settings of your monitor for optimum picture quality.
If the color bars generated during the test are not clear, or the colors do not look correct, the monitor needs to be adjusted
In the system’s user interface
1. On the Diagnostics screen, select Color Bar.
2. Select View Color Bars.
3. Press any button on the remote control to stop the test.
In the ViewStation web interface
1. On the Diagnostics screen, select Color Bar.
2. Click On to start the test.
3. Click Off to stop the test.
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Video and Audio Tools
Diagnostic Tool
Generate Tone test
Tests the audio cable connections.
A 400 Hz audio tone indicates that the local audio connections are correct.
In the system’s user interface
1. On the Diagnostics screen, select Audio.
2. Select Generate Tone to go to the Generate Tone screen.
3. Select Generate Tone.
4. Press any button on the remote control to stop the test.
If you are in a call, the far site will also hear the tone.
In the ViewStation web interface
1. On the Diagnostics screen, select Test System Audio.
2. Click On to start the test.
3. Click Off to stop the test.
The people at the site you are testing will hear the tone, but you will not. You can send a message to tell them how to notify you when they hear the speaker test.
Audio Meter screen
Measures the strength of audio signals from:
•
Microphone pod(s)
•
Far site audio
•
VCR audio
•
Any device connected to the audio line in
If the system is not receiving sound from an audio source:
•
Check that the cables are connected correctly, and the connectors are fully seated.
•
Adjust the volume at the audio source.
•
Microphones: Ensure that people are close enough to the microphone, and check whether the microphone is muted.
1. On the Diagnostics screen, select Audio.
2. Select Audio Meter.
The audio meter should register between 0 and 15 dB for each active input.
3. To check the microphone pod(s), speak into the microphone.
4. To check far-site audio, ask a participant at the far site to speak.
5. To check a VCR or DVD, connect it to the VCR inputs, select
Camera 3, and play the VCR or
DVD to test the audio.
Not available
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Chapter 7 - Diagnostics and General Troubleshooting
Reset and Restart
Operation
Reset System
•
Cycles power to the system.
•
Allows you to keep your system settings (such as system name and network configuration) or restore factory settings.
•
Allows you to keep or delete the
Address Book stored on the system.
Restart System
Cycles power to the system.
At the system In the ViewStation web interface
1. On the Diagnostics screen, select Reset System.
2. Enter the system’s serial number.
3. If you wish to restore the original factory settings, select Delete
System Settings.
This deletes the Administrator’s password, CDR, and CDR archive along with the other system settings. You may wish to download the CDR and CDR archive before you reset the system. See
If you delete system settings, the setup wizard will lead you through the initial configuration after the system restarts.
4. If you wish to remove the Address
Book, select Delete Address
Book Entries.
This only deletes the system’s local Address Book. System reset does not affect the Global
Directory.
5. Select Reset System.
Not available
Use the power switch on the system’s back panel.
1. On the Diagnostics screen, select Restart System.
2. Click Restart.
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Indicators
The ViewStation system and its network interface modules use indicator lights to provide status information. The following tables give the meanings of each indicator.
System Lights
The ViewStation EX and ViewStation FX systems have a two-color light below the camera. When the light is green, it provides system status information. When it is amber, it provides in-call information. The VS4000 system has two lights on the front panel, In Call (amber) and Status (green).
When the system displays...
ViewStation EX or ViewStation FX:
Light is off
VS4000: Lights are off
Green Status light blinks slowly
Green Status light is on
Amber In Call light is on
Green Status light flashes when you use the remote control
Amber In Call light flashes when you use the remote control
It means...
No power to the system.
The system is sleeping.
The system is ready to make a call.
The system is in a call.
The system is not in a call, and is receiving signals from the remote control.
The system is in a call, and is receiving signals from the remote control.
Network Line Check Icons
When you start the system, the main screen displays network line check indicators for IP or ISDN lines or both, depending on how the system is configured.
Indicators for lines that are active point up and are green; those for inactive lines are red and point down. The figure at left shows a system with a single ISDN channel that is not available, and an IP connection that is active.
Systems that use a Quad BRI network interface module will show up to four ISDN network line indicators; one for each BRI channel. All BRI network line indicators should be green and point up; if they do not, either there is a problem with your
BRI network, or there is a problem with the Quad BRI network interface module.
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Chapter 7 - Diagnostics and General Troubleshooting
Network Interface Lights
The Quad BRI network interface has a green light and a yellow light for each BRI channel.
When the Quad BRI network interface module displays...
Lights are off
Green light is on
Yellow light is on
Green and yellow lights are on
It means...
•
No power to the system, or
•
The system is not connected to the network, or
•
The system is not receiving a clock signal from the network, or
•
The system is restarting.
The system is receiving a clock signal from the network.
The system is able to make a call.
•
The system is receiving a software update, or
•
The system is operating normally.
The PRI network interface module has lights on both the peripheral side (the side connected to the ViewStation system) and the network side.
The PRI network interface module is available only with the ViewStation FX and VS4000.
When the PRI network interface module’s peripheral side displays...
Amber LED on
Amber and green LEDs on
Green LED on
It means...
Starting the system (brief) or starting software update (over 60 seconds)
Software update in progress
Ready a a. If the PRI network interface module is connected to an external power source, the green LED turns on after several seconds, even if the peripheral link cable is not connected.
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When the PRI network interface module’s network side displays...
It means...
Amber LED on Software update starting: Data is being transferred to the PRI network module
(approximately 90 seconds)
Amber LED and green LED on
Red LED on momentarily.
Software update finishing
T1 only: Yellow LED on momentarily.
Software update finishing
Green LED on
Software update in progress: The module is being updated (a few seconds)
Red LED blinking
Red LED on
Software update complete, system synchronized with network and fully operational
No power on the line: network cable is unconnected, or upstream switch or PBX port is deactivated
Network cable is connected and power on the line, but no clock sync
Yellow LED blinking
Yellow LED on
Red and yellow LEDs on
Green LED on
E1: Receiving Remote Alarm Indication (RAI) from network with Cyclic Redundancy Check
(CRC) errors
T1: Waiting for a timer to elapse
E1: Receiving RAI from network with no CRC errors
Receiving clock sync, and receiving AIS Alarm
Indication Signal
System fully synchronized with the network and ready to use
The V.35/RS-449/RS-530 network interface module includes a yellow light and a green light on the peripheral side.
When the serial
V.35/RS-449/RS-530 network interface module displays...
Lights are off
Yellow light is on
Yellow and green lights are on
It means...
•
No power to the system, or
•
The system is not communicating with the network, or
•
The system is restarting.
The system is receiving a clock signal from the network (able to make a call).
The system is in a call.
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Chapter 7 - Diagnostics and General Troubleshooting
General Troubleshooting
This section presents problems, likely causes, and corrective actions. Problems are presented as follows:
❑
Critical problems
— Prevent use of the system or access to common functions.
❑
Severe problems
— Prevent you from making calls successfully.
❑
Moderate issues —
Prevent you from using basic calling functions.
❑
Minor issues
— Detract from the user experience.
Critical Problems
This section describes problems that prevent normal use of the system. They may also mask other problems. For example, if the system is not able to make a call and there are no batteries in the remote, you will need to install new batteries before you are able to determine whether the system can make calls.
Symptom
The system does not respond in any way.
System
All
Cause
The power switch is in the OFF position.
The power cord is not connected.
Solution
Turn on the power switch.
Connect the power cord, then power on the system.
The power outlet is not active.
Check the power outlet by unplugging the system and plugging in a lamp, radio, or other small appliance. If it does not operate, connect the system to a different outlet.
The system’s power supply is not operating properly.
Check the power outlet by unplugging the system and plugging in a lamp, radio, or other small appliance. If it operates, the problem is in the system.
Call Polycom Technical Support and arrange to return the system for service.
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Symptom
The system does not respond in any way.
System
VS4000
The system starts in the Software Update screen.
The system restarts repeatedly.
All
All
Cause
The power fuses have failed.
The system is not connected to a power source.
The system software is corrupted or not loaded properly.
The power supply is bad.
The socket is corroded.
Solution
Replace the fuses. Use only 4A/250V slow-blow 5 x 20 mm fuses.
Caution: Using any other type of fuse will void the equipment warranty.
If fuses fail repeatedly, call Polycom
Technical Support and arrange to return the system for service.
Make sure that the system’s power cord is in place, and that it is connected to a power outlet.
Load the system software from your
PC, or for ISDN-only systems, use another system with current software to update this system. For instructions on
how to do this, refer to Keeping your
Software Current on page 3-28 or
consult your network equipment provider.
Return the system for service.
Unplug and reseat the power plug 5 times.
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Chapter 7 - Diagnostics and General Troubleshooting
Symptom
The system does not respond to the remote control.
System
All
Cause
No batteries in the remote control.
The batteries are installed incorrectly in the remote control.
The infrared sensor is not receiving signals from the remote control.
Solution
Install batteries in the remote control.
Insert the batteries in the correct +/- position.
The external infrared sensor is not operating properly.
The room lights operate in the
38 Khz range and interfere with the remote control signals.
Make sure you are pointing the remote control at an infrared sensor. These are present on the front of the VS4000 and on the front of the PowerCam camera.
You may also have an external infrared sensor installed.
Make sure the transparent protective strips have been removed from the infrared sensors.
If you are using an external infrared sensor, check the connections between the rear panel, cable adapter, and cable.
Check the connections between the rear panel, cable adapter, and infrared sensor cable.
Turn off the lights in the room and try the remote control again.
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Severe Problems
The problems in this section prevent you from making calls successfully. They may also mask less serious problems. For example, if you cannot complete a call and there is also an audio problem, you will need to correct the problem that prevents calling before you can determine whether there is an audio problem.
Symptom
Cannot enter the
Admin Setup screen.
System does not allow management via web browser.
System
All
All
Cause
The system requires a password.
Wrong password.
Solution
Enter the password.
IP calls:
The System
Information screen shows “waiting” in the
IP Video Number field.
ISDN: PRI network interface module’s red lamp is on or blinking.
All
All
ISDN: PRI network interface module’s yellow lamp is on or blinking.
All
The LAN is not working.
The DHCP server is not available or cannot give out a new address.
The system is not connected to the PRI network.
There is a problem with the
PRI line.
There is a problem with the
PRI line.
Enter admin as the user name, and the correct admin password.
Note: The default password is the system’s serial number.
Check the LAN connection.
Contact your network administrator.
Contact your network administrator to correct the problem with the server or to assign a static IP address.
Check the PRI network cable.
Notify your system administrator or network service provider.
Notify your system administrator or network service provider.
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Chapter 7 - Diagnostics and General Troubleshooting
Symptom
ISDN calls:
ISDN Line Status icons do not turn green so ISDN calls cannot be completed.
System
All
System displays a message indicating network congestion when placing an
ISDN call immediately after starting the system
All
Cannot make bonding calls. (The call progress circles only show blue or yellow.)
All
Cause
The call is not connecting properly.
The system is not connected to an ISDN network.
The ISDN number or SPID numbers are entered incorrectly.
Note: The AT&T point-to-point protocol does not require
SPIDs.
The system was not able to auto-detect SPIDs.
The Quad BRI network interface module is directly connected to a U interface.
The system is connected to an
NT-1 then to a PBX.
The ISDN line is provisioned incorrectly by the ISDN network service provider.
This can occur if the system uses a PRI E1 network interface module that is connected to an Adtran Atlas
800 Plus module. After power on, the Adtran module must complete channel restarts before the system can complete ISDN calls.
Switch protocol issue.
Solution
Try the call again.
Check the ISDN line connections.
Make sure your ISDN numbers are entered correctly. Check the ISDN numbers with your service provider.
Select the Clear icon on the Auto
Detect SPIDs page, and then select the
Start icon to automatically detect the new SPIDs.
Check with your ISDN service provider and enter the SPIDs and switch protocol manually.
Install an NT-1 device between your network interface module and the ISDN connection.
You do not need an NT-1device when connecting to a PBX. Connect the system directly to the PBX S/T connection.
Check that your ISDN line is provisioned for Voice/Data, Voice/Data.
Wait about three minutes and try the call again.
Start by calling the far site at 1x56,
1x64, 2x56, or 2x64 Kbps, as appropriate. This will verify the primary number. If these calls complete, try 256
Kbps, then 384 Kbps.
Being able to make non-bonded calls but not bonded calls to all locations is usually a switch protocol issue. Verify your ISDN provisioning with the telephone service provider.
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Symptom
Placing calls above
128 Kbps does not work. (The Call
Progress circles do not turn green, or remain blue after the first channel connects.)
System
All
The system displays an error message when you place an
ISDN call.
All
Cause
The far site may be unable to accept calls above 128 Kbps.
The system receives an ISDN cause code from the ISDN line.
The network interface module is not connected properly.
BRI only: The first line did not connect. The system cannot make a call if the first line does not connect.
The ISDN switch type is not configured correctly on the system.
Solution
Go to the Call Status screen. Highlight each of the circles for each of the channels dialed. The number dialed for each channel will be displayed as you highlight the corresponding circle.
Make sure that the far site has entered the number for each of its ISDN lines correctly. The numbers for Line 1 - Line
4 should correspond to connections 1 -
4 on the Quad BRI network interface module.
Try the call again.
For more information, please refer to
Troubleshooting Notes on page C-1 .
Check the cables to the network interface module.
Be sure you are calling the correct number. The number may need to include:
•
a digit for an outside line
•
a long distance access code
•
an international access code
•
a country code
•
an area code or city code
Check that all network cables are properly connected.
Power off the system, wait five seconds, and power on the system.
Then wait about two minutes to allow the ISDN lines to resynchronize.
Ask the person at the far site to call your system.
Check the ISDN configuration and verify with your ISDN network service provider that the system is configured correctly.
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Chapter 7 - Diagnostics and General Troubleshooting
Symptom
The system displays an error message when you place an IP call.
System
All
The PBX does not accept calls of type
“unknown” from the
PRI network interface module
A system using a
V.35/RS-449/RS-530 interface cannot receive calls at certain speeds
Cannot select 112 or
128 speeds for bonding calls from the speed selection.
Cannot complete calls to sites that do not use encryption
All
All
All
All
Cause
The system is not connected to the LAN.
The system’s LAN cable is bad.
The far site is not available.
Solution
Verify that the system’s LAN cable is connected properly.
Replace the system’s LAN cable.
The system is not configured correctly for the network.
Use the ViewStation web interface to run the Ping test (Set Up System>
Diagnostics > Ping) to determine whether the far site is accessible to your system. If the test fails, the far site system is unavailable.
Check your IP configuration. For detailed instructions, see
.
Contact your network administrator.
The IP Gateway/Gatekeeper is not operating or is not configured correctly.
The PRI network interface is not configured correctly
V.35/RS-449/RS-530 systems cannot determine how to allocate bandwidth for call speeds that are divisible by both 56 and 64 (such as 448K:
8 x 56K), so the call cannot be connected correctly.
These speeds do not show when you select the speed icon.
Verify that you have configured the system’s PRI network interface correctly. For detailed instructions, see
Configuring the PRI Network Interface on page 3-15
.
Call the far site, or have the caller try again at a different call speed.
Add line speeds on the Admin
Settings > Video Network > Dialing
Speeds screen.
The system displays a message stating that encryption is required.
Your system is configured to require all calls to be encrypted, and encryption is not available at the far site.
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Moderate Issues
The problems in this section interfere with or prevent meaningful communication in a call.
Symptom
No audio in a call
System
All
In a multipoint call, the system displays a picture of a telephone instead of video from one of the far sites.
The far site cannot hear you.
All
All
Cause
The far site is muted.
The volume is turned all the way down on the monitor or external audio system.
The system’s audio outputs are not connected properly.
The far site’s microphones are not placed correctly.
Solution
Look for the far site Mute icon. Ask the far site to unmute the microphone.
Note: The far site’s microphone may be muted even if you do not see a far site
Mute icon.
Check the monitor’s or external audio system’s volume setting. Then check the system’s audio output using the
Speaker Test screen under
Diagnostics > Audio. You should hear a 400 Hz tone.
Check the system’s audio connections to the monitor, or to the external audio system if one is connected.
Verify that the system is connected to the correct audio connectors on the monitor.
Ensure that each person who speaks is facing a microphone and is close enough to it.
Ask the far site to check the cable to the microphone.
The far site’s microphone is not connected or does not have power.
Too many line errors
The far site system has connected by audio only.
This happens if the far site system cannot connect at the correct bandwidth.
Try the call again later.
Use a different call speed to call the site, or ask the participants at that site to call your system at a different call speed.
Microphone is muted
Microphone is not connected, or is connected incorrectly
Microphone does not work
Unmute the microphone
Check to be sure the microphone is installed correctly.
Contact your Polycom reseller.
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Chapter 7 - Diagnostics and General Troubleshooting
Symptom
The monitor screen remains blank when you pick up the remote control.
System
All
One or more system components do not operate properly.
All
Cause
The monitor’s power cord is not plugged in.
The monitor is powered off.
The monitor is not connected correctly to the system.
The components are not powered on.
The components are not connected properly.
Solution
Connect the monitor’s power cord and then power on the monitor.
Power on the monitor.
Verify that the monitor is connected correctly according to the installation
procedures in Main Monitor on page 2-5 .
Verify that components’ power cords are connected to power outlets, and that they have been powered on.
Verify that the cables are connected correctly according to the installation
procedures in Setting Up Your System
Minor Issues
Symptom
Cannot access the system from the browser.
The issues in this table do not prevent meaningful communication, but detract from the videoconference experience.
System
All
Cause
DHCP Client is ON and no
DHCP server is available.
The system or your computer is not connected to the LAN
Bad LAN cable.
Your PC is on a different subnet and there is a router between you and your system.
There is a firewall between your PC and your system.
Solution
Contact your network administrator.
Check the LAN cable to the LAN port on the rear of the system.
Check the LAN cable to your computer.
Check the lights on the back of the system. There should be a steady green light indicating a connection to the LAN, and a flashing orange light indicating LAN traffic.
Change your PC or system subnet mask and IP address so that they are both on the same LAN or subnet.
Consult your network administrator.
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Symptom
Not enough audio volume during a call.
System
All
Incoming call ring and other sound effects are too loud or too soft.
The system start-up music plays through the system’s built-in speaker but not through the monitor speaker.
All
ViewStation EX
ViewStation FX
An echo is heard at the near site when speaking.
You can hear yourself on your system’s monitor or external audio system.
The audio sounds distorted when the person speaking is using a wireless microphone.
Call participants cannot see or hear what is being played on the VCR.
All
All
All
Cause
The volume is set too low on the system.
The volume is set too low on the monitor or external audio system.
The microphone pod is too far from the people speaking.
The sound effects volume is not set at the desired level.
The monitor cable’s audio connectors are not connected properly.
Solution
Turn up the volume using the remote control.
Turn up the volume on the monitor or external audio system.
Move the microphone pod closer to the person who is speaking.
Adjust the sound effects volume on the
Audio Settings screen. If you do not want to hear sound effects, set the volume to 0.
Verify that the monitor is connected correctly according to the installation
procedures in Main Monitor on page 2-5
Turn up the volume on the monitor.
The monitor’s volume is turned all the way down.
The far site’s microphone is too close to the audio speaker.
The far site audio volume may be too loud.
The monitor or external audio system is connected to the
VCR audio output.
The wireless microphone is overdriving the system’s audio input.
At the far site, make sure the microphone is placed away from the audio speaker.
Turn down the audio volume at the far site.
Verify that all equipment is connected correctly according to the installation
procedures in Setting Up Your System
Turn down the volume on the wireless microphone.
The VCR is not selected.
The picture is blank on the main monitor.
All
The VCR is not set up correctly.
The system goes into sleep mode after a period of inactivity.
Select the VCR (Camera 3):
Press Near twice, and selecting the
VCR icon.
Check that the VCR is connected according to the instructions in
Optional Equipment Setup for VCR on page 2-23 .
Refer to the manufacturer’s instructions to set up the VCR correctly.
Pick up the remote control to bring the system out of sleep mode.
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Chapter 7 - Diagnostics and General Troubleshooting
Symptom
The picture freezes frequently during a call.
System
All
Picture is slow or jerky.
When using two monitors, the same picture is seen on the first and second monitor.
Edges of picture are cut off when viewing graphics
Blue screen in the
PIP window.
All
All
VS4000
All
All
Cause
Too many network line transmission errors, or too much traffic on the network.
You can check the error count on the Diagnostics > Call
Statistics screen to verify this.
Network interface cable or cables may be bad.
Only one 64 Kbps channel is connecting in your call.
Video from the far site includes a large amount of motion.
Only one monitor is enabled.
The second monitor is connected to the VCR video output
The monitors are connected to the same output. The monitor has a composite as well as an
S-Video output.
Graphics from the far site are displayed on an NTSC monitor.
This problem may occur in multipoint calls using a
RADVision MCU.
No video input.
Solution
Try the call again.
Replace the cable or cables.
Check the ISDN number of the far site.
Ask the far site to call your site.
A background with less motion provides a better, smoother video picture.
Enable the system for two monitors on the Admin Settings > Video/Cameras
> TV Monitors screen.
Connect Monitor 2 to the Monitor 2 connection on the rear panel of the system.
Connect Monitor 2 to the Monitor 2 connection on the rear panel of the system.
Use a VGA monitor to display graphics.
The camera selection is incorrect.
The VCR input is selected and the VCR is not running. Most
VCRs generate a blue screen when the tape is not playing.
Check that there is a video source connected to the selected input.
Select the appropriate camera:
Press Camera, then press the number of the camera you wish to use.
If you are using the older version of the remote, press Near twice, then press the number of the camera you wish to use.
Select a different camera or play a tape on the VCR.
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Symptom
Near-site camera does not pan or tilt.
System
All
Cannot select near camera
Camera voice tracking is not working properly.
PowerPoint presentation does not export.
VS4000
All
All
Cause
You are attempting to move a camera that does not have pan/tilt/zoom capabilities.
Camera control cable is not connected properly.
Solution
Make sure you have selected a pan/tilt/zoom camera.
Check that the camera is connected
according to the instructions in Main
Camera on page 2-3 or Document
Camera or Other Additional Camera on page 2-18 .
Enable the camera.
Camera has been disabled in
System Info > Admin
Setup > Video/Cameras >
Cameras screen.
Participants at the far site have been controlling your camera.
Someone at the far site is speaking, or the far site is noisy.
Camera tracking is turned off when the near or far site moves your camera.
Press the AUTO button on the remote control to restore tracking.
The camera stops tracking when participants at the far site begin speaking. This prevents the camera from pointing to your monitor or audio system.
If the problem is background noise at the far site, try setting the system to track to camera presets.
Reduce the noise in the room.
More than one person at the near site is speaking, or the near site is noisy.
The room setup interferes with voice tracking. Large windows, uncarpeted floors, and the way the unit is mounted on a wall or alcove can interfere with voice tracking.
Consider room treatments that provide acoustic damping, such as carpeting and curtains.
Wrong version of Microsoft
Office.
Insufficient disk space.
Use a current version of Microsoft
Office.
Slides are stored in the
Windows\Temp directory on your PC.
Create more room on your PC.
Delete some presentations from the system and restart the system.
There are too many presentations on the system.
Only eight presentations are allowed.
The presentation is too large.
Separate your presentation into two smaller presentations.
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Chapter 7 - Diagnostics and General Troubleshooting
Symptom
Web browser does not allow showing
PowerPoint presentations from the PC to the system.
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.
System
All
All
The far site cannot view slides properly; they appear momentarily, but do not remain on-screen.
The snapshot feature is not working properly.
Snapshots and presentations cannot be viewed, though the PC has access to the main Web page of the system.
Cannot view presentation or snapshots from the web.
All
All
All
All
The monitor displays an error icon during an
ISDN call.
All
Cause
Wrong version of Web browser.
Solution
Use Internet Explorer 5.5 or later.
Internet Explorer must have ActiveX enabled.
Incorrect password.
There is a firewall between the system and the PC.
Too many presenters are logged in. The system allows a maximum of eight presenters or PCs to be logged in at one time.
The far site does not support
Annex D high-resolution graphics.
Enter the correct password that was entered on the PC.
Consult your IT manager.
Ask some of the other presenters disconnect.
Advise the far site participants that their system does not support this feature, and continue the call without presenting slides.
The selected camera is not available.
Select a camera that is in use.
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.
The security level is set to
“High” on the Web browser.
Wrong version of Web browser.
Incorrect viewing password.
Lower the security level on the browser to “Medium” or “None.”
Use Internet Explorer 5.5 or later.
The system has received more than the acceptable number of CRC errors or FEC errors within one second.
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.
Retry the call if the video or audio quality becomes unacceptable to the call participants.
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Symptom
The monitor displays an error icon during an IP call.
Low battery icon on the screen.
System
All
All
Cause
The system has detected packet loss above the acceptable level set for the system.
Low batteries in the remote control.
Solution
Retry the call if the video or audio quality becomes unacceptable to the call participants.
Replace the batteries in the remote control with three AAA batteries.
Normal System Behaviors
The following behaviors are part of the system’s normal operation:
System
All
All
Behavior
Camera turns to the side and the monitor goes blank after displaying the splash screen.
Screen is blank; start music plays and
Polycom logo appears briefly.
Meaning
The system is entering sleep mode.
The system is starting.
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B
Network Configuration Notes
Polycom recommends that you take these steps before you start configuring the system.
❑
Determine the appropriate IP precedence for use in Quality of Service (QoS) enabled networks.
❑
Document the LANs, subnets, and WAN links involved in the deployment.
❑
Define call processing architecture and identify gatekeepers
❑
Define registration policy and call policy.
❑
Define details of services, routing, policies, zones, and addressing.
The predeployment worksheet on the next page can help you to gather the information you need about your network.
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Predeployment Worksheet
This worksheet will help you get the information you need to install videoconferencing systems on your company’s LAN computer network.
Complete this worksheet before you start the installation. Once you have this information, refer to this worksheet as needed.
To use your system for LAN-based system management and
LAN-based software upgrades you need to know the type of addressing your network uses:
•
DHCP (Dynamic Host Configuration Protocol) (Recommended for LAN calls)
•
Fixed IP address (Recommended for LAN calls)
IP address for the system
Subnet Mask
_______._______._______.______
_______._______._______.______
LAN Gateway _______._______._______.______
Check the type of configuration the system uses. Check only one:
•
Use DNS Server Configuration
•
Use WINS Server Configuration
Note: DHCP configures DNS servers automatically.
Host
Domain
Primary WINS
Primary DNS
Secondary WINS
Secondary DNS
_______._______._______.______
_______._______._______.______
_______._______._______.______
_______._______._______.______
To ready your system for LAN-based videoconferencing, you also need to know:
Gatekeeper DNS name or IP address (if necessary)
Alias for the videoconferencing system
Extension (Terminal ID or E.164 number) for the videoconferencing system
SNMP Information (if necessary)
B-2 www.polycom.com/videodocumentation
© Polycom, Inc.
Appendix B - Network Configuration Notes
If you intend to ready your system for remote management via Simple
Network Management Protocol (SNMP), you also need to know:
IP address for the network management station
_______._______._______._______
SNMP community string
Dialing Directory Information (if necessary)
If you intend to use central dialing directories with your videoconferencing system(s), you need to know:
Global Directory Server (GDS) or
Central Directory (LDAP) Server
URL or IP address
IP Address
Server Password
If using Global Management Server:
IP address for GMS Server
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Administrator’s Guide for ViewStation EX, ViewStation FX, and VS4000
B-4 www.polycom.com/videodocumentation
C
Troubleshooting Notes
When a system places or receives an ISDN call, the events during the call sequence generate diagnostic codes. The Q.850 standard defines these codes.
The ViewStation EX, ViewStation FX, and VS4000 systems capture some of these cause codes — such as the reason for call disconnection — in the Call Detail Report.
Other codes cause the systems to display error messages. The Q.850 codes can be used to isolate and diagnose unexpected system behaviors.
Q.850 Cause Codes
The following table describes codes that the ISDN switch sends to the router to indicate call status. Although the codes are standardized, each ISDN service provider defines them differently. Because of this, the definitions in the table may not exactly match the messages that you see.
Code Cause
1 Unassigned number
Definition
The switch received the sent ISDN number in the correct format, but no destination equipment uses the number.
2
3
6
No route to specified transit network
No route to destination
Channel unacceptable
The ISDN exchange does not recognize the intermediate network through which to route the call.
The intermediate network through which the call is routed does not serve the destination address.
The specified channel does not provide adequate service quality to accept the requested connection.
7 Call awarded and delivered
The user is assigned an incoming call that is being connected to a call channel that has already been established for this user and this type of call.
© Polycom, Inc.
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Administrator’s Guide for ViewStation EX, ViewStation FX, and VS4000
Code Cause
16 Normal call clearing
Definition
The originator or receiver of the call has requested that it be cleared.
17 User busy All B channels are in use; the called system acknowledges the connection request, but is unable to accept the call.
18
19
21
22
26
27
28
29
No user responding The destination equipment does not respond to the call, so the connection cannot be completed.
No answer from user
(user alerted)
The destination equipment did not complete the connection within the prescribed time after responding to the connection request. The problem is at the remote end of the connection.
Call rejected
Number changed
Non-selected user clearing
Destination out of order
The destination equipment is capable of accepting the call, but has rejected it for an unknown reason.
The ISDN number used to set up the call is no longer valid. (The diagnostic field of the message may return an alternate address assigned to the called equipment.)
The destination is capable of accepting the call, but did not assign it to the user.
Invalid number format
Facility rejected
A signaling message cannot be delivered because the interface is not functioning correctly, and the destination cannot be reached. This condition might be temporary; for example, remote equipment might be turned off.
Destination address was incomplete or presented in an unrecognizable format, which prevented the connection from being established.
The network cannot provide the facility requested by the user.
30
31
34
38
41
42
Response to
STATUS INQUIRY
The equipment returns this message when it receives a
STATUS INQUIRY message.
Normal, unspecified A normal event has occurred with no standard cause applying. No resulting action is required.
No circuit/channel available
Network out of order A network problem prevented the call from reaching its destination. Attempts to reconnect will probably fail until the network problem is corrected.
Temporary failure
The call cannot be taken because no appropriate channel is available to establish the connection.
Switching equipment congestion
A network error occurred. The problem will be resolved shortly. Attempts to reconnect may succeed.
The destination cannot be reached because the network switching equipment is temporarily overloaded.
C-2 www.polycom.com/videodocumentation
© Polycom, Inc.
Appendix C - Troubleshooting Notes
Code
43
44
47
49
50
57
58
63
65
66
69
70
79
81
82
Cause
Access information discarded
Definition
The requested access information cannot be provided by the network. The diagnostic message may explain the problem.
The remote equipment cannot provide the requested channel. This may be temporary.
Requested circuit/channel not available
Resource unavailable, unspecified
Quality of service unavailable
An unknown problem prevents the remote equipment from providing the requested resource.
Requested facility not subscribed
Bearer capability not authorized
Bearer capability not presently available
Service or option not available, unspecified
Bearer capability not implemented
Channel type not implemented
Requested facility not implemented
Only restricted digital information bearer is available
Service or option not available, unspecified
Invalid call reference value
Identified channel does not exist
The network cannot provide the requested quality of service (as defined by CCITT recommendation X.213).
This may be a subscription problem.
The remote equipment is capable of providing the requested supplementary service, but is not subscribed to it.
The caller has requested a bearer capability that the network can provide, but the user is not authorized to use. This may be a subscription problem.
The network normally provides the requested bearer capability, but cannot provide it now. This may be a temporary network problem or a subscription problem.
An unspecified problem prevents the network or remote equipment from providing the requested service or option. This might be a subscription problem.
The network is not capable of providing the bearer capability requested by the user.
The requested channel type is not supported by the equipment sending this code.
The remote equipment is not capable of providing the requested supplementary service.
The network is unable to provide unrestricted digital information over bearer capability.
The network or remote equipment is unable to provided the requested service option for an unspecified reason.
This might be a subscription problem.
The remote equipment received a call with a call reference that is not currently in use on the user-network interface.
The receiving equipment is requested to use a channel that is not activated on the interface for calls.
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Administrator’s Guide for ViewStation EX, ViewStation FX, and VS4000
Code Cause
83
84
85
86
88
91
95
96
97
98
99
100
A suspended call exists but this call identity does not
Call identity in use
No call suspended
Call having requested call identity has been cleared
Incompatible destination
Invalid transit network specified
Invalid message, unspecified
Mandatory information element is missing
Message type nonexistent or not implemented
Definition
The network received a call resume request that contained a call identity information element that does not match any suspended call.
The network received a call suspend request that contained a call identity information element for a call that is already suspended.
The network received a call resume request when there was not a suspended call pending. This might be a transient error that will be resolved by successive call retries.
The network received a call resume request containing a call identity information element for a call that was cleared while suspended, either by timeout or by the remote user.
Indicates that an attempt was made to connect to non-ISDN equipment, such as an analog line.
The ISDN exchange was asked to route the call through an unrecognized intermediate network.
An invalid message was received, for an unknown reason. This is usually due to a D-channel error. If this error occurs systematically, report it to your ISDN service provider.
The equipment received a message that did not include one of the mandatory information elements. This is usually due to a D-channel error. If this error occurs systematically, report it to your ISDN service provider.
The equipment received a message of a type that is invalid or not supported. This code indicates either a problem with the remote configuration or a problem with the local D channel.
The equipment received a message that is not valid in the current call state. Cause 98 is usually due to a
D-channel error. If this error occurs systematically, report it to your ISDN service provider.
Message incompatible with call state or message type nonexistent
Information element nonexistent or not implemented
Invalid information element contents
The equipment received a message that includes information elements which were not recognized. This is usually due to a D-channel error. If this error occurs systematically, report it to your ISDN service provider.
The equipment received a message that includes invalid information in the information element. This is usually due to a D-channel error.
C-4 www.polycom.com/videodocumentation
© Polycom, Inc.
Appendix C - Troubleshooting Notes
Code Cause
101 Message not compatible with call state
102
111
127
Recovery on timer expiry
Protocol error, unspecified
Interworking, unspecified
145
146
255
ISDN layer 1 and/or
2 link not established
ISDN layer 3 connection to the
ISDN switch/network inactive
ISDN command processing error
Definition
The remote equipment received a message that does not correspond to the current state of the connection.
This is usually due to a D-channel error.
A time-out has triggered an error-handling (recovery) procedure. This problem is typically temporary.
An unspecified D-channel error when no other standard cause applies.
An event occurred within a network that does not provide causes for the action that it takes. The precise problem is unknown.
User needs to check cabling, ISDN adapter status and network connections.
There is either a switch protocol error, or (in the United
States or Canada) a SPID assignment problem.
The ISDN signaling code has encountered an error processing an ISDN action. ISDN adapter busy-wait and retry.
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