Common Meeting Room Problems

Common issues that can be experienced in Video Conferencing rooms and how to resolve them

Sound

No Sound - Received

  • Check display volume is turned up or unmuted locally using the display remote or in the case where the speakers are in the camera bar, use the touch panel

  • Check that VC endpoint volume is turned up using the VC remote control or touch panel

No Sound - Transmitted

  • Check external table microphone is not muted. This is typically indicated by a red light on the table microphone or touch panel. The mute/unmute button is typically in the centre of the mic.

  • No light on the table microphone – check that the microphone cable is still plugged into the codec. Some small room systems have the microphone built into the main camera and speaker bar.

Poor Sound Quality

  • Check the microphone position for systems with external microphones. Microphone should not be next to the screen or under laptops or paper work. The best position is on the table near the meeting participants.

  • Poor voice quality can be caused by network congestion or poor network connectivity. Check with your network support team

 

Picture

No Picture - Received

  • Check the screen is switched on. This will usually be indicated with a Green light on the screen bezel. 

  • A Red light on the TV typically means the display is in Standby and needs to be turned on with a remote. No light on the display typically means the screen has no power or has been turned off with the remote.

  • Check that the VC system is the selected source on the screen (Typically the HDMI interface). Change this with the remote control source/input button  

  • Check that the VC endpoint is not in:

    • Standby/Sleep mode. This is usually indicated by the camera being angled off to the side and downward. Pressing any button on the remote or the touch panel will usually wake the system up. Check the VC unit is not powered off

    • Powered Off – Check that the power is connected to the codec and in the case of the HP Slice Nuc that the NUC is powered on

 

No Picture - Transmitted

  • Check that the video mute option hasn’t been selected on the VC touch panel or remote

  • Check that the lens shutter is not closed. Some cameras have a mechanical privacy cover on the lens

  • Check “self-view” to ensure the camera is operating. This is activated from the VC remote/touch controller

 

Poor Picture Quality

  • If the call is pixelating, freezing or lowering in quality as the call progresses then this could be the result of packet loss. This could be caused by LAN/WAN or Internet performance (Congestion, QoS, Duplex Mismatches).  The Call Statistics menu on the VC endpoint should accessible to the user from the remote/touch panel menus, and should be <1%. 

  • If the image is out of focus, this could be caused by the participants not being centred on the camera and can be corrected using the pan/tilt adjustments on the remote control/touch controller.

Content Sharing

Can't Share Content

  • Check the content sharing cable from the codec is connected to your presentation device (i.e. Laptop)

  • Active the presentation setting on the PC/Laptop. i.e fn+F7, or Display Settings

  • Select to share content on the VC Endpoint using the Remote/Touch Controller. Select Share or Content once the call is established. 

  • Select a supported resolution on the PC. Typically 1280x720 or 1024x768

Content Sharing Quality

  • Typically the content sharing is at a lower frame rate (i.e. 5fps) than the video call and therefore will be jumpy if a user tries to share content with motion (i.e. video clip). Not all connections and services support Audio with the shared content.