Symptom
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Probable Cause(s)
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Solution
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Unit does not power up: Indicator LED is off.
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No AC power to the 12 VDC Power Adapter, or no DC Power to the system.
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If you are using the supplied AC adapter, check the AC power supply for 120 VAC or 240 VAC as indicated. If directly powering the unit from an external DC supply, check the alternative supply for proper operation and 10-18 VDC.
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| When making calls, the unit reports "No Link Status." |
There is a cable fault between the unit and the network hub or switch. |
Check the network line using an alternative device such as a PC. Ensure that the line is functional and working as expected. |
| When making calls the unit reports “Dialing” but does not connect. |
There is no route to the other device, or the firewall may be blocking the transmission path between devices. |
Check the IP configuration. (IP address, subnet mask, default gateway). If calling through a firewall contact your network administrator. |
| Units connect but no video and/or audio. |
A firewall is blocking the video/audio streams of an H.323 call. |
Create a DMZ for both remote video systems, or unblock the following ports in the firewall for calls to/from the remote video system. 1720, 5000-5010. Set the UDP port address to 5000. |
| When connecting to a remote system, the unit reports the connection speed but then doesn’t go to video. |
The remote system is configured for a security PIN. After answering the call, the remote system will hang up if it doesn’t receive a valid PIN from the calling system. |
On the calling eyesite, enter the correct access PIN in either the Address Directory or on the Manual Dial screen before making the call. |
| After connecting to a remote system, you are unable to control or change the camera inputs. |
The Remote Access menu item has not been set to ON in the Camera Video Setup menu. |
Check the settings in the Camera Video Setup menu and make sure Remote Access is ON. |
| When receiving calls the unit rings but does not connect. |
The Auto Answer option in the Network Settings menu is set to OFF. |
Change the setting in the Auto Answer field for the Network Setup menu to one or more rings. The unit will automatically answer after the prescribed number of rings. |
| The unit powers up but does not respond to remote control commands. |
The infrared remote control is not functioning due to discharged or improperly inserted batteries. |
Verify that the batteries are properly installed in the remote control and that the polarity matches the diagram in the unit. If the batteries are more than a year old, replace with four new AAA batteries. |
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The video image from one or more cameras seems unusually dark, or the image is unstable.
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The camera or video source is connected to more than one device and both inputs are rated at 75 Ohms. |
Every video source should terminate with a single 75-Ohm impedance destination. Avoid the use of “Y” cables and “T” pieces. Use the Loop out connector if connection to more than one destination device is required. |
