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TE 30 Video conference is having issue in Display.

Publication Date:  2019-03-16 Views:  25 Downloads:  0
Issue Description

One of our TE 30 Video conference device is having issue in Display. We are able to hear voice while making calls but no video.
The call is over VPN to another TE 30 . The issue is when we call from SITE B where the issue is to SITE A ; call will get connected but at Site A we will hear only Voice , No Video.

issue from Site A to Site C and Site D also .  but another sites are working fine .

also issue during point to point and during conference .

Alarm Information
  • no alarm appear through Logs
Handling Process
Handling process :

  • Customer said it was working fine before so frist thing we checked the phyiscal connection of TE30 , it was fine
  • we check the call status as below pic , but it seems to be normal 

  • we confirm to get wireshark packets during issue occur from faulty TE30 but unlucky it canot be provided due to Site security rules .

  • also we confirm to get screenshoot of input interface , and provide one-click diagnosis and export log of TE30 , all of this needed information from webpage of TE30 as below pics :

  • after we got logs and analysis it we find everything is fine , so we need to confirm the configuration is correct
Root Cause

Missing configuration


  • change the video camera source to CAM IN