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Maintenance Guide

TE20 Videoconferencing Endpoint V600R019C00

Describes how to maintain and troubleshoot the Videoconferencing Endpoint.
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Video

Table 4-7 lists the troubleshooting methods for video problems.

Table 4-7 Methods for troubleshooting video problems

Problem

Possible Cause

Solution

While the endpoint is powered on and not in a conference, the display device does not display the user interface or the video of your site.

The display device is powered off.

Power on the display device.

The video channel of the display device is incorrect.

Use the remote control to select the correct video channel.

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

Retain the default values for the video parameters on the endpoint and display device.

The video cable connection is not secure.

Secure the video cable between the endpoint and display device.

The monitor does not support the video output settings configured on the endpoint.

On the web interface, choose System Settings > Input/Output > Video Output, and set the appropriate parameters again.

The video output settings configured on the endpoint are inconsistent with the actual connections.

On the web interface, choose System Settings > Input/Output > Video Output based on the actual connections on the endpoint, and set the appropriate parameters again.

While the endpoint is powered on and not in use during a conference, the display device displays the video of your site but cannot display the user interface.

The endpoint does not respond to remote control operations.

Telnet to the endpoint. If you fail to operate the endpoint, it is malfunctioning. In this case, restart the endpoint. If the problem persists, contact the local distributor for maintenance.

While the endpoint is in use during a conference, the display device displays the video of your site but cannot display the video of any remote site.

A local or remote loopback test is being performed.

Stop all local and remote loopback tests.

Check the call statistics. If the value of Video bandwidth[frame rate] is 0, no video is sent from remote sites.

Contact the remote site administrator to resolve this problem.

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

Contact the remote site administrator to resolve this problem.

The video output port is set to display the video of your site.

Set the video output port to display the video of a remote site.

Local video is turned off by a remote site.

Ask the administrator of the remote site to turn on the local video.

It is a voice-only conference.

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The video of your site is in black and white or flickers in black and white.

The mode adopted by the video output port is set incorrectly.

Replace the cable if necessary.

While the endpoint is in use during a conference, the video of a remote site is not clear. For example, there are artifacts, frozen images, or discontinuity in the video output.

Faults occur in the local video module.

Perform a local video loopback test. If the video quality is poor, faults occur in the local video module. In this case, send the endpoint to the local distributor for maintenance.

The remote camera is set to focus on a close or distant scene. When the remote camera is not set to automatic focus and the scene captured by a remote camera changes, the captured video becomes unclear.

Set the remote camera to automatic focus.

Only low video bandwidth is available for your site because the network is busy.

Do not initiate conferences during network busy hours.

The quality of a network connection device, such as an optical fiber transceiver, is poor. As a result, certain data is lost during transmission.

Replace the related network connection device.

Packet loss occurs on the network.

Contact the network administrator.

While the endpoint is in use during a conference, the video of a remote site can be displayed continuously but the video quality is not satisfactory.

Ask the remote site administrator to perform a local video loopback test. If the video quality is good, the video frame rate set at the remote site is too high.

Ask the administrator of the remote site to disconnect from the conference, set the video frame rate to a smaller value, and join the conference again.

Ask the administrator of the remote site to perform video loop and check video image quality.

Ask the administrator of the remote site to perform automatic camera focus.

While the endpoint is not in use during a conference, the video displayed on the display device is too bright or too dark.

The video settings of the endpoint are inappropriate.

Retain the default values for the video parameters on the endpoint and display device.

The video settings of the display device are inappropriate.

Retain the default values for the video parameters on the endpoint and display device.

The camera is faulty.

Send the endpoint to the local distributor for maintenance.

While the endpoint is in use during a conference and a remote site is sharing its computer desktop, the local display cannot display the shared computer desktop.

The resolution of the remote computer exceeds the maximum resolution supported by the endpoint.

Ask the remote site administrator to change the resolution and refresh rate of the remote computer to those the endpoint supports.

The presentation sharing function is not enabled at your site.

On the web interface, choose System Settings > Conference > Advanced Settings and enable Presentation.

On the camera control screen, navigation and volume keys on the remote control are unavailable.

The camera you want to control is not selected.

Access the camera control screen and select the camera you want to control.

Camera settings are incorrect.

Verify the camera settings.

Slight jitters occur on the demonstration video.

Because of an incorrect interface connection or transmission cable fault, VGA input signal interferences occur when the frame rate is greater than 60 fps. As a result, slight jitters occur.

On the web interface, choose Device Control > Device Control > Preference-Video, and adjust the sampling phase to resolve the fault.

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Updated: 2019-06-15

Document ID: EDOC1100044520

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