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Troubleshooting

Topics:

▪

View Device and Paired Video System Information

▪

View Call Statistics

▪

Downloading Device Logs

▪

Poly TC8 Can’t Pair to the Video System

▪

Poly TC8 Doesn’t Display On the Available Devices List

▪

Paired Poly TC8 is Disconnected

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Poly TC8 Paired to Inaccessible Video System

These troubleshooting tips can help when encountering issues with your TC8 device.

View Device and Paired Video System Information

You can see basic information about your TC8 device and the paired video system.

Some of the device and video system details include:

▪ Device name
▪ Paired video system name
▪ Model
▪ MAC address
▪ IP address
▪ Hardware version
▪ Software version
▪ Serial number

Procedure

In the device local interface, go to

Settings

Information

View Call Statistics

You can look at in-call data to help you troubleshoot system issues or problems experienced by call
participants.

Procedure

In the device local interface during a call, go to

Settings

Call Statistics

Select the participant you want to see more call information about.
The following additional details about the participant display:

▪ System or application the participant is using

Содержание P020

Страница 1: ...oly Polycom products or services go to Polycom Support Plantronics Inc Poly formerly Plantronics and Polycom 345 Encinal Street Santa Cruz California 95060 2019 Plantronics Inc All rights reserved Poly the propeller design and the Poly logo are trademarks of Plantronics Inc All other trademarks are the property of their respective owners ...

Страница 2: ...ess Settings 9 Manually Assign a Host Name and Domain Name 9 Manually Configure DNS Settings 9 Configure VLAN Settings 10 Manually Pair the Device with a Video System 10 Controlling the Paired System in Poly Video Mode 12 Calling 12 Placing Calls 12 Calling Contacts 14 Calling Favorite Contacts 14 Joining Meetings from the Calendar 15 Sharing Content 16 Minimize Content 16 Maximize Content 17 Take...

Страница 3: ... a Video System 22 Restart the Device 22 Factory Restore the Device 22 Troubleshooting 24 View Device and Paired Video System Information 24 View Call Statistics 24 Downloading Device Logs 25 Poly TC8 Can t Pair to the Video System 25 Poly TC8 Doesn t Display On the Available Devices List 26 Paired Poly TC8 is Disconnected 26 Poly TC8 Paired to Inaccessible Video System 27 Contents 2 ...

Страница 4: ...ce and solution support information including Licensing Product Registration Self Service Account Management Product Related Legal Notices and Documents Software downloads The Polycom Document Library provides support documentation for active products services and solutions The documentation displays in responsive HTML5 format so that you can easily access and view installation configuration or ad...

Страница 5: ...oining video calls Viewing and joining scheduled calendar meetings Managing contacts call lists and directories Managing shared content Taking snapshots Maximizing minimizing and stopping content Adjusting camera pan tilt zoom and tracking settings Creating camera presets Adjusting display brightness Using multiple TC8 devices to control a single system Pairing with video systems over the network ...

Страница 6: ...ds on the conferencing mode your system is using and other system settings For example your device s home screen looks different if your system is in Partner Mode instead of Poly Video Mode Poly Video Mode Home Screen The Home screen is the first screen you encounter when paired with a system in Poly Video Mode From this screen you have quick access to many of the system functions Note Some elemen...

Страница 7: ... Screen Elements Some of the following interactive and read only elements might not display on your system depending on the system configuration Element Description Name Descriptive name determined by the system administrator Used when you want to connect to a system IP address IP address SIP H 323 or secondary network configured for your system Current time Local time zone Current date Local time...

Страница 8: ...ertified device Camera Opens the camera control screen Menu Opens new menu selections for calling sharing content camera control and additional functions Access the Poly Control Center If your system is using a conferencing application that isn t Poly you can still access TC8 device and paired video system settings in the Poly Control Center Procedure On the right side of the device touchscreen sw...

Страница 9: ...lly pair the TC8 device such as adding or replacing a device with an existing video system setup For additional setup instructions see the Poly TC8 Setup Sheet Power the Device with PoE Because the TC8 device gets power through the LAN the connection must support Power over Ethernet PoE Procedure Connect the TC8 device to your network using the supplied LAN cable If you purchased the device with y...

Страница 10: ...ecifies your device s IP address Subnet Mask Specifies the subnet mask assigned to your device Default Gateway Specifies the default gateway assigned to your device 4 Select Save Manually Assign a Host Name and Domain Name You can manually enter the host name and domain name for your TC8 device You also can modify these settings even if your network automatically assigns them Procedure 1 In the de...

Страница 11: ...the device you re pairing You may see multiple devices you can pair with on your video system s Device Management page Knowing the MAC address makes sure you re pairing with the device you want for example the device in the room you re setting up A device may pair automatically after connecting to the network However you may need to manually pair a device in the following situations The device doe...

Страница 12: ...vice and system you re pairing with Related Links Poly TC8 Can t Pair to the Video System on page 25 Poly TC8 Doesn t Display On the Available Devices List on page 26 Paired Poly TC8 is Disconnected on page 26 Poly TC8 Paired to Inaccessible Video System on page 27 Setting Up the Device 11 ...

Страница 13: ...ways to initiate calls on the system You can place a call by entering your contact s name or number choosing a contact in the directory calling a favorite or recent contact or joining a scheduled meeting You can place calls using the following methods Call using the dialpad Call a contact Call a frequently used number Call a recent contact Call a favorite Join a meeting from the calendar Placing C...

Страница 14: ...ou can choose to ignore the call rather than answer it Procedure If you receive an incoming call notification select Ignore End a Call When your call is complete hang up the call If you have content such as blackboards whiteboards or snapshots the system asks if you want to keep them Procedure Select Menu Hang Up Place a Conference Call To start a conference call place the first call as normal and...

Страница 15: ... contact card to view contact details 4 Select Call Call a Recent Contact You can quickly call recent contacts from a list organized by most to least recent Procedure 1 Go to Place a Call Recent 2 Scroll through the list of recent contacts sorted by date and select one The call automatically dials Calling Favorite Contacts To quickly access a short list of contacts you call most often create favor...

Страница 16: ...n You can access meeting cards to view meeting details Meeting cards display the following scheduling information All day meetings display as the first meeting card For meetings scheduled later in the day a Free until time day message displays followed by upcoming meeting cards in the time and date order they re scheduled For meetings scheduled later in the week a Free until time day message displ...

Страница 17: ...ing card Procedure 1 Select an overbooked meeting card The individual meeting cards display 2 Choose one of the meeting cards and select Join to connect to the meeting Join a Password Protected Meeting Some meetings may require a password to join Make sure that you have the password for password protected meetings before you join If you don t have a meeting password and a message prompts you for o...

Страница 18: ...es additional snapshots with successive numbers Delete Snapshots or Content You can delete snapshots or content that you no longer need Procedure 1 Select a snapshot or piece of content in the content tray 2 Select Delete and confirm that you want to delete it Note This option isn t available for content shared from a far site participant To delete that content you must end the call End a Call wit...

Страница 19: ... zoom out Press the arrows to tilt up and down or to pan left to right 4 To exit the control screen select Back Adjust a Far Site Camera To enhance your view of the other meeting participants during a call you can adjust the far site camera If camera tracking is on camera control is unavailable Turn tracking off to access camera controls Note Contact your administrator for help setting up this fea...

Страница 20: ...nabled you can use them to control the far site camera Note If camera tracking is on camera controls and presets are unavailable Turn tracking off to access these features Save a Preset Save the current camera position as a preset for later use Use saved presets to change the near camera position in or out of a call Far camera presets are available only in a call Procedure 1 Select Camera 2 Adjust...

Страница 21: ... Gallery Participants display at the top of the screen and the speaker displays in the main frame Fullscreen The active speaker displays in full screen Audio Adjustments You can control several audio settings on the system Mute Your Microphones To prevent distractions for the speaker and meeting participants you can mute your microphones You can mute your audio in or out of a call Procedure Do one...

Страница 22: ...lume before or during a call Procedure 1 Do one of the following In a call select Volume Out of a call select Menu Volume 2 Use the volume slider to increase or decrease the speaker volume Controlling the Paired System in Poly Video Mode 21 ...

Страница 23: ...stem For example if you move your video conferencing equipment to another room just disconnect and reconnect the devices in the new location Procedure 1 In the system web interface go to General Settings Device Management 2 Under Connected Devices find the device by its MAC address for example 00e0db4cf0be and select Unpair The unpaired device moves from Connected Devices to Available Devices whic...

Страница 24: ...ack of the device insert a straightened paper clip through the factory restore button pinhole 3 While continuing to hold the restore button reconnect the LAN cable to power the device on Don t power off the device until it finishes the factory restore process Device Maintenance 23 ...

Страница 25: ...ice and the paired video system Some of the device and video system details include Device name Paired video system name Model MAC address IP address Hardware version Software version Serial number Procedure In the device local interface go to Settings Information View Call Statistics You can look at in call data to help you troubleshoot system issues or problems experienced by call participants P...

Страница 26: ...e Jitter Error concealment Downloading Device Logs The TC8 device logs are available in the paired video system s log package To download the log package see your video system s Administrator Guide at the Polycom Documentation Library Poly TC8 Can t Pair to the Video System Symptom After powering on the TC8 device it doesn t automatically pair with the video system You also can t manually pair the...

Страница 27: ...d work with your network administrator 2 Allow traffic to 224 0 0 200 on UDP port 2000 3 Make sure the device isn t paired with another video system If it is unpair the device 4 In the device interface go to Settings Reset and select Reset Your device resets to its default configuration settings which unpairs it from the video system Related Links Manually Pair the Device with a Video System on pa...

Страница 28: ...is happens there s a reset button in the device Settings menu to unpair the device from the video system If you can eventually access the video system it was paired with you also should unpair the device from the Device Management page Otherwise the device continues to display in the Connected Devices list but is Unavailable Once unpaired you can pair the device with the same video system or anoth...

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