Troubleshooting the SCOTTY ProMax

Before you contact our support team, there are a lot of small checks that you can run, which might resolve your problem.

Quick checklist:

• Is the correct SCOTTY Teleport software running?

• Is the telephone number correct (you can click on “Details” on the error statement window to double check)?

• Have you connected the ISDN cable(s) into the correct socket(s)?
  
  Careful, the LAN connector looks identical to the ISDN connector (and you can damage the PC card with ISDN!).
  

• Is the network really working properly?
  
  Inmarsat GAN users: the GAN must be registered for high speed data, the signal should be at least 500, the batteries should be full).
  
  ISDN users: the outlet should be ready for high speed data, not just voice and fax. You must have an NT-1 (network termination unit) with an S-Bus connection to the SCOTTY Mobile..

• Is the SCOTTY configured for your ISDN protocol (normally the SCOTTY is delivered to support Euro ISDN)?

Isolate the problem:

• Can you receive calls?

• Are both 64 and 128 kbit/s calls not working?

• Does replacing or exchanging the cables help?

• Do different network options work?
  
  Inmarsat GAN users: exchange or replace the GANs.
  
  ISDN users: try a different outlet, try going straight to the NT box.

• Can you connect to a different location (e.g. SCOTTY)?

• Can you make a voice call?

• Can you make a call through a different kind of network (e.g. over satcom, over ISDN, etc)?

• Does the SCOTTY Teleport software begin dialling?

• Does the Teleport software begin synchronising?

• Does the Teleport software begin synchronising the video?

• Do other end devices function on this network (other videoconferencing equipment or PC with an ISDN card)?

Quick fixes:

• Try restoring the factory defaults in the Teleport software (Options Factory Defaults).

• Try restarting the Teleport software.

• Try shutting down and rebooting the entire SCOTTY system.

• Try restarting the network access equipment (e.g. TA, NT Box, Inmarsat modem)

• Try restoring the complete SCOTTY configuration (see manual)