Polycom, Inc.
203
Troubleshoot
General Troubleshooting
The following table provides general troubleshooting information, including symptoms, problems and
possible solutions.
Symptom
Problem
Solution
The RealPresence Group system
does not respond to the remote
control.
The remote control battery is not
charged.
Charge the remote control battery.
The room lights operate in the 38 Kz
range and interfere with the remote
control signals.
Turn off the room lights and try the
remote control again.
A touch control device, such as the
RealPresence Touch or Polycom
Touch Control, might be paired to the
room system.
Only one device can be paired at a
time. To use the remote control,
unpair the touch control device.
Picture is blank on the main
monitor.
The room system is sleeping. This is
normal after a period of inactivity.
Pick up the remote control to wake
up the system.
The monitor remains blank after
you pick up the remote control.
The monitor is powered off.
Power on the monitor.
The monitor's power cord is not
plugged in.
Connect the monitor's power cord
and the power on the monitor.
The monitor is not correctly
connected to the room system.
Verify that the monitor is connected
correctly according to the set up
sheet that you received with the
system.
When using two monitors, the
second monitor is blank.
The room system is not configured
for more than one monitor.
Go to Admin Settings > Monitors
and configure the second monitor to
Auto or Manual.
You lost the administration
password for your system or
device.
You cannot access the
administration settings without a
valid password.
Refer to the factory restore topics to
learn how to reset your system.
