Problem

Solution

When making calls the video system reports "No Dial Tone".

Check that the line is working using a standard telephone.

Check the line cable.

Check that both ends are tightly connected.

Unable to go to video from an audio call.

The supervisor PIN number was not provided or is incorrect.  Check PIN number and try again.

Unable to change remote camera inputs or control remote Pan, Tilt, or Zoom.

The Remote Access menu option in Camera Video Setup is set to OFF.  Check that remote access is set to ON by pressing Menu, 3 (Camera Video), 4 (Remote Access).  Press the right arrow key to set remote access to ON.  Press Enter twice to store the setting.

When connecting to a remote system the unit displays 'starting' and then disconnects.

The line or the call connection made is of poor quality.  Try again and observe the modem report in Diagnostics.

PIN mode is turned ON at the remote unit.  Please enter the correct PIN number and try again.

When I make an IP call my system displays 'IP address found' but will not connect.

The firewall at the remote end may not be configured properly.

Check that the correct port forwarding rule(s) is/are applied in the firewall.

Video system does not power up:

Power /Status LED is off

No AC power to the power adaptor or no DC power to the mm150.  Check for a green power LED on the power supply.  If this LED is off try another outlet or another AC input cable.

I just upgraded my unit and now the screen is rolling.

You have a PAL unit that is sending NTSC to the display.  One time only you will need to manually choose a PAL output.  Power the unit off and then on.  Press Menu.  Press number 4 on the keypad.  Press number 1 on the keypad.  Press the right arrow key.  Press Enter twice.

I can make calls to H.323 systems but I cannot see or hear the remote user.

Please refer to technical note T008 or T009 on this website for information on correct configuration of firewalls.

My call connects but disconnects after a few seconds.

Some European telephone companies send metering pulses up the line which disrupt the modem communication.  Check that you have the correct country code set for your modem.