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Maintenance Guide

TE20 Videoconferencing Endpoint V600R019C00

Describes how to maintain and troubleshoot the Videoconferencing Endpoint.
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Conference Initiation

Conference Initiation

Table 4-9 lists the troubleshooting methods for problems you may encounter during conference initiation.

Table 4-9 Methods for troubleshooting common problems with conference initiation

Problem

Possible Cause

Solution

Your site and a remote site cannot call each other using site numbers.

When the local or remote site has not registered with the GK or SIP server, the local site cannot obtain the IP address of the remote site based on its number through the GK or SIP server.

When the remote site calls the local site by its number, the GK or SIP server will tell the remote site that the local site is offline. As a result, the call fails.

Check the registration settings to ensure that the local and remote sites are correctly registered with the GK or SIP server.

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

  1. Verify that the endpoint is connected to an IP network. Specifically, the LAN indicator on the rear panel of the endpoint is steady green.
  2. On the configuration wizard screen of the user interface, set IP network parameters correctly.

Your site cannot place a call to a remote site using the IP address of the remote site.

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

  1. Verify that the endpoint is connected to an IP network. Specifically, the LAN indicator on the rear panel of the endpoint is steady green.
  2. On the configuration wizard screen of the user interface, set IP network parameters correctly.

NAT settings are incorrect. Specifically, the local endpoint is on a private network while the remote endpoint is on a public or different private network. Check whether your endpoint can communicate with a public network. If the endpoint cannot, NAT settings are incorrect.

On the endpoint web interface, choose System Settings > Network > Firewall and verify NAT settings.

The GK, with which the local or remote endpoint registers, does not support the function for placing calls using IP addresses.

On the endpoint web interface, choose System Settings > Network > Registration > H.323 at your site and the remote site, respectively. Then, disable GK functions.

Alternatively, run the enable-unknown-call command on the SMC to enable the function of allowing unknown calls.

Set Allows IP calls to Disable for the local site.

On the endpoint web interface, choose System Settings > Conference > General Settings and set Allows IP calls to Enable.

After the endpoint starts, it fails to register with the GK.

The parameters (GK address, encryption password, and user name) used for GK registration are incorrect.

On the endpoint web interface, choose System Settings > Network > Registration > H.323 and correct the settings.

Another site with the same number as your site has already registered with the GK.

Contact the videoconferencing system administrator to check whether another site with the same number as your site has already registered with the GK. If such a site exists, change the user name of your site.

The endpoint is disconnected from an IP network.

  1. Verify that the endpoint is connected to an IP network. Specifically, the LAN indicator on the rear panel of the endpoint is steady green.
  2. On the configuration wizard screen of the user interface, set IP network parameters correctly.
  3. Verify that the endpoint is connected to an IP network. Specifically, the LAN indicator on the rear panel of the endpoint is steady green.
  4. On the configuration wizard screen of the user interface, set IP network parameters correctly.
  1. Verify that the endpoint is connected to an IP network. Specifically, the LAN indicator on the rear panel of the endpoint is steady green.
  2. On the configuration wizard screen of the user interface, set IP network parameters correctly.

NAT settings are incorrect. Specifically, the local endpoint is on a private network while the GK is on a public network. Check whether your endpoint can communicate with a public network. If the endpoint cannot, NAT settings are incorrect.

On the endpoint web interface, choose System Settings > Network > Firewall and verify NAT settings.

The GK listening port, such as port 1719, is restricted by the network firewall.

Contact the videoconferencing system administrator to resolve this problem.

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Updated: 2019-06-15

Document ID: EDOC1100044520

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