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Appendix C

Troubleshooting

Polycom, Inc.

ViaVideo

User’s Guide

Low Audio

Audio levels are not set
correctly.

Check your sound levels
in the

Volume Controls

(right-click the speaker
icon in the Windows
toolbar). Check

Line In

Wave

, and

Master

Volume

controls.

Check the volume control
for your PC speakers.

Cannot hear the far side.

The far site is muted, or
volume controls need to be
adjusted.

See “No Audio” above.

Can hear the far site, but
they can not hear me.

The audio is muted,
microphone settings are
incorrect, or the audio
connection is not correct.

Make sure your audio is
not muted.

Make sure the far site has
the volume set correctly.

Check your microphone
settings in

System

Info>Setup>Audio.

Problem

Explanation

Solution

ViaVideoUG.book Page 79 Thursday, December 7, 2000 2:49 PM

Содержание ViaVideo

Страница 1: ...ViaVideo User s Guide November 2000 Edition 3151 10065 005A ...

Страница 2: ......

Страница 3: ...formation The accompanying product is protected by one or more U S and foreign patents and patents pending held by Polycom Inc Warranty Polycom Inc warrants its products to be free of defects in materials and factory workmanship for a period of twelve 12 months from the date of purchase This warranty does not apply to damage to products resulting from accident misuse service or modification by any...

Страница 4: ...erates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipmen...

Страница 5: ...g a Call 12 Answering Calls 12 Closing ViaVideo 13 Using ViaVideo Calling Features 15 Using the Remote Control 16 Window Controls 18 Picture in Picture PIP 18 Minimize Window 18 Information Screen Access 18 Re Size the ViaVideo Display 19 Sending Snapshots 19 Leaving a Callback Message 20 Address Book and Speed Dial 21 Using the Address Book 21 Local and Global Address Book Entries 23 Using Speed ...

Страница 6: ...Gatekeeper 54 Dialing Speeds 55 Quality of Service and Firewalls 56 Audio Connection PC with Speakers 59 PC with Headphones 60 Headphones Only 61 Headset with Attached Microphone 62 Network Connection Pick Your Connection Type 63 Simple Connection Just a Modem Thanks 63 Router With NAT No Firewall 64 Router With Firewall 64 Router With Firewall Using a DMZ 64 Through a Virtual Private Network 65 C...

Страница 7: ...eo to the DMZ 69 Through a Virtual Private Network 70 What s a Firewall 72 Opening Ports 73 Port Number Assignation 73 Is it Safe 73 What s a DMZ 74 What s a Network Address Translator 75 Troubleshooting General Troubleshooting 77 Audio Troubleshooting 78 Video Troubleshooting 80 Error Messages 82 Installation Errors 82 H 323 Errors 82 ...

Страница 8: ...Contents ViaVideo User s Guide viii www polycom com ...

Страница 9: ...13 System Requirements and Installation Hardware Requirements These are the minimum system hardware requirements USB port 350 MHz processor Pentium II compatible with MMX 64 MB RAM 4 MB video memory 150 MB available hard disk space might be considerably less depending on whether you have the required software already installed SVGA monitor 800 x 600 16 bit color or higher Desktop PC with headphone...

Страница 10: ...aderTM version 4 Microsoft database support ODBC NetMeeting 3 01 Installing Software To install the ViaVideo software insert the ViaVideo CD into your CD drive and click Install Software Follow the instructions in the installation screens to complete the installation Note If your PC is not set up to autorun the CD double click vvsetup exe to run the installation program Installing Hardware Caution...

Страница 11: ...ng and video encoding This leaves the PC free to perform normal tasks while ViaVideo is running even if you are in a call Turn on the Camera To start ViaVideo 1 Turn the camera unit on using the slider switch in the front of the unit If your camera is installed correctly the status indicator light blinks green indicating that the camera unit is ready to receive the software upload The switch on th...

Страница 12: ...caller identification as well as your listing in the address books of users registered with your Internet Locator Service ILS or Global Address Book GAB server E Mail Address This E Mail address is displayed in your caller identification information Country Select your country ViaVideo uses this setting to display the correct product version b Microphone Setup Specify which type of microphone setu...

Страница 13: ...ided When you register with a GAB or ILS server other registered users can see your user information displayed as a global listing in their address books and can use that listing to place calls Likewise if you are registered with the same ILS server as other users their listings are displayed in your address book as global listings For more information about the Global Address Book and ILS servers...

Страница 14: ...r more ViaVideo presents the Camera Calibration screen in the application window so that you can calibrate the camera for low light settings Once your camera has been calibrated you will not need to calibrate again unless you move the camera unit to a new computer To calibrate your camera 1 Slide the camera switch to the Video Mute position ViaVideo performs the calibration immediately once the sw...

Страница 15: ...at your camera unit is turned on and that the power and USB cables are connected correctly For more troubleshooting information see Troubleshooting on page 77 2 Click Place Call in the main screen The manual calling screen is displayed with local video in the video window 3 The Speed icon shows the selected line speed To select a line speed click Speed and select the speed you want to use from the...

Страница 16: ...icator is displayed on the lower left of the screen to indicate that the call is connecting The progress indicator changes progressively to blue yellow orange and green as your call completes Blue Ringing attempting connection to far site Yellow Far site reached waiting for answer Orange Negotiating data transfer Green Connected 6 Once your call is connected ViaVideo shows the far site video and t...

Страница 17: ...speed dial features of ViaVideo Note Before you start the ViaVideo application be sure your camera unit is turned on 1 Double click the ViaVideo icon to launch the ViaVideo application The ViaVideo application s main screen is displayed with near video showing in the Place Call window If the ViaVideo application presents the main screen but an animation is displayed in the near video window make s...

Страница 18: ...ok a Highlight an entry in the Address Book screen b Click Call or double click on the entry ViaVideo presents the calling screen For more information about the Address Book screen see Using the Address Book on page 21 The Speed Dial screen shows the last twelve numbers you have dialed To place a call using speed dial you must first have made a call either manually or using the address book for th...

Страница 19: ...ue yellow orange and green as your call completes Blue Ringing attempting connection to far site Yellow Far site reached waiting for answer Orange Negotiating data transfer Green Connected 4 Once your call is connected ViaVideo shows the far site video and the on screen remote is displayed to the right of your screen For more information about how to use the on screen remote see Using the Remote C...

Страница 20: ...and its IP address You can then choose to receive the call or not To have ViaVideo answer incoming calls automatically go to the General Setup screen System Info Setup General and select Auto Answer When auto answer is on ViaVideo activates a ring tone and automatically connects with the far site Toggles local Picture in Picture Far camera movement ViaVideo ViewStation calls only Snapshot Volume V...

Страница 21: ... is minimized you are still able to receive incoming calls as described above Closing ViaVideo To close the ViaVideo application click the X in the top right corner of the ViaVideo screen or right click on the top of the application window frame Note To turn off the ViaVideo camera unit move the slider switch on the face of the camera unit all the way to the right ...

Страница 22: ...Chapter 1 ViaVideo Quick Start ViaVideo User s Guide 14 www polycom com ...

Страница 23: ...age 15 Address Book and Speed Dial page 21 Controlling Audio and Video page 27 Collaboration and Application Sharing page 31 Multiple IP Addresses page 31 Calling Features This section describes the following ViaVideo features that you can use during a call Using the Remote Control page 16 Window Controls page 18 Sending Snapshots page 19 ...

Страница 24: ... in this version of ViaVideo They will be supported in the next version of ViaVideo Virtual Keypad Lets you use Dual Tone Multi Frequency DTMF touchtones DTMF touchtones can be used when you are making a call through an H 323 gatekeeper and you need to manually enter an extension number See H 323 Setup on page 51 for more information Toggles local Picture in Picture Far camera movement ViaVideo Vi...

Страница 25: ...ms such as Polycom ViewStations Systems using lower resolution graphics transfer standards for example QCIF NetMeeting are not able to receive high resolution snapshots Volume Controls audio volume received from the far site For more information about controlling audio see Controlling Audio on page 27 Audio Mute Mutes outgoing audio to the far site When this option is selected the audio mute icon ...

Страница 26: ...o do so simply click the minimize icon in the top right of the ViaVideo application window while you are in a call The ViaVideo window is minimized and the far site is displayed in a small window that is always on the top layer of your desktop You can drag this window to a convenient location on your desktop Note If you click Mute on the on screen remote before minimizing the application you can g...

Страница 27: ... 1 Position and focus the ViaVideo camera to ensure a good image Use the PIP feature to see the near camera view 2 Click Snap on the on screen remote control The far site participant can see the snapshot image you sent 3 ViaVideo invokes your default browser and shows the snapshot on your desktop When the far site sends you a snapshot ViaVideo invokes your default browser and shows the snapshot in...

Страница 28: ...pshots Leaving a Callback Message You can also leave a message with other users if they have their unit on but are not at their desk Simply send a snapshot and end the call The snapshot is displayed in a browser window at the far site and is sure to grab their attention It helps if you leave your number so the far site can call you back ...

Страница 29: ...dd up to 10 000 entries in the address book Address book entries can be Global if you are registered with a Global Address Book or ILS server Global entries display a Global icon in the Address Book screen Local if you enter the addresses manually in the address book Local entries display a Delete icon in the Address Book screen To access the address book click Address Book either from the main sc...

Страница 30: ...Global icon indicating that you cannot delete or edit the entry from the address book For more information about local and global address book entries see Local and Global Address Book Entries on page 23 The following table shows actions you can perform on entries in the address book To Do This Create a new entry 1 Click New 2 Enter the entry information including the preferred line speed 3 Click ...

Страница 31: ...n is displayed in place of the Global icon To create a local entry open your address book and click New You can then enter the name number H 323 extension if applicable and select your preferred line speed when calling this entry Click Save to save the entry to your address book Delete an entry 1 Highlight the listing you want to delete 2 Click Delete Only local addresses can be deleted from the a...

Страница 32: ...ith up to 5 Internet Locator Service ILS servers An ILS server is a global directory that stores names aliases E Mail addresses and IP addresses of registered users ViaVideo provides the Global Address Book which uses ILS server technology to provide ILS registration services to video communications systems that can not communicate using IP protocol When you register with an ILS server other regis...

Страница 33: ...ou have selected as soon as you leave the Directory Services screen You can also set the following two fields in the Directory Services screen Both are selected by default Display Global Address If you de select Display Global Address only local entries are available from the Address Book and Speed Dial screens Register This System When Powered On If you de select this field your address is not re...

Страница 34: ...try When you right click a speed dial entry four actions are available to you Delete All Deletes all unlocked entries from your Speed Dial screen Lock Locks a speed dial entry so that it is always present in the Speed Dial screen When you lock an entry a lock icon is displayed in that entry and the entry moves to the first unlocked position in the Speed Dial screen For example if you have no locke...

Страница 35: ...g Audio page 27 Muting Video page 29 Controlling Audio You can adjust the volume and mute the audio during a call Via the On Screen Remote During a call ViaVideo lets you adjust incoming audio using the on screen remote To adjust incoming far site audio during a call use the volume control on the on screen remote To mute outgoing near site audio during a call click Mute on the on screen remote A M...

Страница 36: ...e far site view ViaVideo maintains your audio mute setting between calls Via the Audio Screen The Audio screen System Info Setup Audio lets you set Master Wave and Line In audio levels To set these levels click the Volume Control button in the Audio setup screen Volume control Mute ...

Страница 37: ... far site audio audio test tone keypad touch tones To mute outgoing audio when using the auto answer feature select Mute Auto Answer Calls in the Audio screen System Info Setup Audio Muting Video To mute the near video for privacy both during and in between calls without shutting off your ViaVideo unit slide the ViaVideo camera shutter to the Video Mute middle position Note This does not mute the ...

Страница 38: ...Chapter 2 Using ViaVideo ViaVideo User s Guide 30 www polycom com When you want the far site to see you again slide the shutter back to the on position ...

Страница 39: ...ny T 120 compliant data sharing software Note Application sharing is not available on the Windows 2000 operating system ViaVideo is not designed as a camera for application sharing software If your collaboration software provides camera control functionality it will not drive the ViaVideo camera You must initiate calls through the ViaVideo application Multiple IP Addresses If you are set up to use...

Страница 40: ... Choose Other IP Address Note Choose Other IP Address is displayed in the H 323 screen only when ViaVideo detects the presence of more than one IP address at startup If you add another IP address while ViaVideo is running you must restart the application so that ViaVideo can detect the new IP address ViaVideo presents the Multiple IP Addresses screen and you can choose which IP address you want to...

Страница 41: ...n diagnostic tests and make changes to your system This chapter contains the following sections Using the System Information Screens page 33 Diagnostics page 35 Setup page 42 Using the System Information Screens To access the system information screens at any time click the Info icon in the top left corner of the ViaVideo application window The System Information screen is displayed Home icon Menu...

Страница 42: ...e in the menu hierarchy click the Info icon at the top of each screen To return to the main calling screen click the Home icon Note If you are in a call while using the system information screens click the Info icon to display the system information screens The far site video is displayed in a small screen that is always on top of your desktop You can move this mini screen by dragging it with your...

Страница 43: ...Diagnostics screen You must be in a call for ViaVideo to register information in the Network Stats and Advanced Stats screens and for current call statistics in the Call Status screens Network Stats Statistics on your network connections see page 36 Advanced Stats Detailed information about call packet statistics see page 37 Call Status Information about the current call and on calls placed see pa...

Страница 44: ... rate the clock rate for outgoing packet transfer Rx Clock Rate Receiving clock rate the clock rate for incoming packet transfer Total Packet Loss Total number of packets lost in the call Packet Loss Percentage of packets lost to all packets transferred during the call Video Protocol The video transfer protocol used for the call Video Format The video format used for encoding and decoding Audio Pr...

Страница 45: ...deo Rate The rate possible for video packet transfer Video Rate Used The actual rate of video packet transfer Video Frame Rate The video transfer rate in frames per second Audio Packet Loss The number of audio packets lost in the call Audio Jitter The variance from average audio transmission rate Video Packet Loss The number of video packets lost in the call Video Jitter The variance from average ...

Страница 46: ...te un install and re install of the ViaVideo software call status information is cleared Status Code Status of the call connected or disconnected Last Number Dialed Last number or IP address dialed Calls Placed Number of calls placed whether the calls actually connect or not Calls Received Number of calls received Calls Connected Number of calls connected Time In Last Call Length in minutes of the...

Страница 47: ...ens Resetting the system with Delete user settings selected clears all system information including Global Address Book and ILS server addresses your IP server address and user information and resets the information to the ViaVideo default settings Note Be sure to copy down any important system information such as Global Address Book name and IP addresses before resetting your system with the User...

Страница 48: ...eo allows the camera to warm up to operating temperature and automatically presents the Camera Calibration screen so that you can calibrate the camera for low light settings If you want to calibrate the ViaVideo camera independent of ViaVideo s automatic calibration feature you can do so using this screen Once your camera has been calibrated you will not need to calibrate it again unless you move ...

Страница 49: ... Generate Tone screen lets you generate a tone so you can test the near and far site audio functions Generating a tone helps determine whether a problem exists with the network connection or with a setting on your computer such as the line in volume setting Click Generate Tone to generate a tone Click Generate Tone again to stop generating the tone ...

Страница 50: ...for descriptions of the screens accessible through the Setup screen General Lets you see and change general setup information see page 43 Directory Services Lets you see and change GAB and ILS server settings see page 45 LAN and Internet Lets you see and change LAN and Internet server settings see page 46 Audio Lets you see and change audio control settings see page 48 Software Lets you see your c...

Страница 51: ...uto Answer is selected and an incoming call is received ViaVideo activates a ring tone and automatically connects with the far site When Auto Answer is not selected and an incoming call is received ViaVideo presents a dialog asking if you want to answer the incoming call By default Auto Answer is not selected Auto Start ViaVideo When Auto Start ViaVideo is selected the ViaVideo application starts ...

Страница 52: ...ame is also displayed at the far site whenever you make a call E Mail This is the E mail address that is displayed as part of your user information in the Global Address Book and ILS server listings Country Shows the country you selected when you first installed the ViaVideo camera unit Language Shows the language you selected during installation Maximum Time in Call Enter the maximum number of mi...

Страница 53: ...on services to video communications systems that can not communicate using IP protocol To register with an ILS server 1 Specify the line speed for connection to all ILS servers in the Dialing Speed field 2 Enter the server s address in the ILS Server field To register with ViaVideo s GAB server enter gab austin polycom com in the entry field 3 Select the server by clicking in the check box to the ...

Страница 54: ...he application If you do not select this option you will not be registered with any servers when the ViaVideo application starts You can register with an ILS server once ViaVideo is running by selecting the servers in this screen then exiting the screen Note You must be operating an ILS server for the GAB registration to work Contact your system administrator if your network is not already running...

Страница 55: ... more information about multiple IP addresses see Multiple IP Addresses on page 31 DNS Servers This is the IP address of your network s Domain Name Server DNS DNS is a hierarchical naming system that uses a combination of text names separated by periods to create a unique name such as austin polycom com Default Gateway This is the IP address of your default gateway Subnet Mask This is the subnet m...

Страница 56: ...ystem Information and Diagnostics ViaVideo User s Guide 48 www polycom com Properties dialog where you can change your network configuration settings Audio The Audio screen lets you set audio configuration options ...

Страница 57: ...tion if you are using a headset headphones with attached microphone Volume Control Opens the Audio Mixer dialog which lets you set Master Wave and Line In audio levels Master Volume Controls the audio level for all your PC s sounds Wave Volume Controls your PC s sound effects volume and the sound effects from the ViaVideo application For example the click sound when mousing over an active area in ...

Страница 58: ...ensity setting Display Mode The graphics display mode Operating System The operating system software version USB Universal Host Controller The universal serial bus USB host controller software version Video Card The type of video card installed ViaVideo Software The ViaVideo Software screen lets you view and set the following information USB Driver Version The version of the universal serial bus d...

Страница 59: ...a site on your corporate Intranet to make new software updates accessible from your internal Web site H 323 Setup The H 323 Setup screen gives you access to advanced network configuration screens See the following sections for descriptions of the screens accessible through the H 323 Setup screen H 323 Lets you see and change H 323 settings see page 52 Gatekeeper Lets you see and change H 323 gatek...

Страница 60: ... ViaVideo when you are using a gatekeeper H 323 Name The system name you set in the General Setup screen is displayed here as your H 323 Name H 323 Extension The H 323 extension or gatekeeper extension is an easy way for callers to reach you through the gatekeeper Extensions are usually assigned by your system administrator Display IP Dialing Extension When this option is selected ViaVideo display...

Страница 61: ... use ViaVideo uses the new IP address when you restart the application ViaVideo detects more than one IP address when There is more than one LAN card in your PC You are using a docking station and a PCMCIA network card You are connected to your network using a Virtual Private Network VPN Note The option to choose more than one IP address is displayed in the H 323 screen only when ViaVideo detects ...

Страница 62: ...Makes no gatekeeper connection Use this option when no gatekeeper is present on the network Specify Lets you manually enter the Gatekeeper address in the Gatekeeper IP Address field Use this option when you have more than one gatekeeper on your network Auto ViaVideo searches for a gatekeeper on your network and connects to the first gatekeeper it finds Use this option if you have only one gatekeep...

Страница 63: ... speeds are available in the manual calling screen and when creating local address book entries Specifying a range of speeds in this screen makes it much easier to select the correct speed when you are placing a call You can select up to eight line speeds here These speeds then appear to the left of the Speed button when you are making a manual call ...

Страница 64: ...h the low transfer rate results in blocky image transmission audio quality is not affected Quality of Service and Firewalls In this screen you can configure your quality of service Network Address Translator NAT and firewall options Use Fixed Ports Specifies the fixed ports assigned to ViaVideo when working with a firewall System is behind a NAT Alerts ViaVideo to use the IP address that appears i...

Страница 65: ...eo The default value for IP precedence is 5 Dynamic Bandwidth Specifies use of dynamic bandwidth allocation ViaVideo s dynamic bandwidth function automatically finds the optimum line speed for a call If you experience excessive packet loss while in a call the dynamic bandwidth function incrementally lowers the line speed until there is no more packet loss After some time with no packet loss the dy...

Страница 66: ...Chapter 3 System Information and Diagnostics ViaVideo User s Guide 58 www polycom com ...

Страница 67: ...it the following information is provided to help you correctly install your audio connection PC with Speakers This diagram shows the correct connection from the ViaVideo audio line out to the PC line in when using speakers Select Headphones or Speakers in the Audio screen System Information Setup Audio when using this type of audio connection ...

Страница 68: ...com com PC with Headphones This diagram shows the correct connection from the ViaVideo audio line out to the PC line in when using headphones Select Headphones or Speakers in the Audio screen System Information Setup Audio when using this type of audio connection ...

Страница 69: ...ng this type of audio connection To connect headphones directly to the ViaVideo line out port your headphones must have a single 3 5 mm stereo connector or adapter With this type of connection you will be able to hear all sounds generated by the ViaVideo camera unit processor In call audio Keypad tones Audio test tone You will not be able to hear sounds generated by the ViaVideo application on you...

Страница 70: ...ection Headsets with attached microphones have a 2 5 mm phono connection Note that this type of connection requires the use of a 2 5 mm female to 3 5 mm male stereo phono adapter to fit the 3 5 mm Line Out port With this type of connection you will be able to hear all sounds generated by the ViaVideo camera unit processor In call audio Keypad tones Audio test tone You will not be able to hear soun...

Страница 71: ...and read the appendix anyway Your secret s safe with us This appendix contains the following sections Find Your Connection Type page 63 Configure Your Connection page 65 What s a Firewall page 72 What s a DMZ page 74 What s a NAT page 75 Pick Your Connection Type As simple as we can make it just pick out your connection type from those shown below perform the tasks in the appropriate section and y...

Страница 72: ...ss Translator on page 75 Router With Firewall If your network connection is through a router with a firewall use the configuration instructions on page 66 For more information about firewalls refer to What s a Firewall on page 72 Router With Firewall Using a DMZ If your network connection is through a router with a firewall and you want to set up your PC with ViaVideo in a Demilitarized Zone DMZ u...

Страница 73: ... Modem Thanks If you are using a cable modem or DSL modem you don t need to make any configuration adjustments Because of the limited bandwidth available it is recommended that you select a lower line speed such as 128 for most calls Select line speeds in the Dialing Speeds screen System Info Setup H 323 Dialing Speeds Router With NAT No Firewall To configure your ViaVideo to use your router s Net...

Страница 74: ...ter your NAT s external IP address manually in this case Router With Firewall If you are using a firewall you need to perform the following tasks Configure ViaVideo to work with your firewall s Network Address Translator NAT Open and assign ports in the firewall to the PC running ViaVideo Configure your ViaVideo for NAT To configure your ViaVideo to use your router s Network Address Translator NAT...

Страница 75: ...s and terms involved are probably different in your firewall interface For example opening and assigning ports to the PC running ViaVideo is referred to in the Linksys firewall interface software as Forwarding while the Cisco firewall software refers to assigning ports as Port to Application Mapping However your firewall interface describes it the concepts and tasks remain the same 1 Open a range ...

Страница 76: ...nters this range If you are using a different range enter the port numbers for that range here 4 You should have already performed your NAT configuration if not see Configure Your ViaVideo for NAT on page 69 and follow the instructions listed there Router With Firewall Using a DMZ If you are using a router with a firewall and want to place the PC running ViaVideo outside the firewall you need to p...

Страница 77: ...t automatically by selecting the Auto discover NAT IP Address option When you select Auto discover NAT IP Address ViaVideo automatically discovers your external IP address and enters it in the NAT Outside WAN Address field If you are using a proxy server the Auto discover NAT IP Address option may not work correctly You should enter your NAT s external IP address manually in this case Assign your ...

Страница 78: ...hing the ViaVideo application Note Before activating your VPN make sure that ViaVideo s System is Behind a NAT option in the Quality of Service and Firewall screen System Info Setup H 323 QOS is not selected When you start ViaVideo it detects the presence of multiple IP addresses assigned to your machine and asks you which one you want to choose Select the IP address of your VPN connection ViaVide...

Страница 79: ...nce ViaVideo is already running go to the H 323 screen System Info Setup H 323 Setup H 323 and click Choose Other IP Address Note Before activating your VPN make sure that ViaVideo s System is Behind a NAT option in the Quality of Service and Firewall screen System Info Setup H 323 QOS is not selected ...

Страница 80: ...r between one network and another Usually the barrier is erected between an interior network such as a Small Office Home Office SOHO network and an exterior network such as the internet Firewall services are provided as part of the configuration software with most SOHO quality routers such as Linksys and Cisco You can also run a firewall independent of your router by using one of the popular softw...

Страница 81: ...way the result is the same your internal network is protected and you have video communications access to the outside world For information on opening and assigning ports in the firewall see Router With Firewall on page 66 Port Number Assignation ViaVideo has applied with the Internet Assigned Numbers Authority IANA for the default range of 6 ports 3230 3235 You must also assign port 1720 to ViaVi...

Страница 82: ...MZ configuration as a way to allow high availability access for web servers and video communications servers that s your PC running ViaVideo while providing firewall access for the other devices in the network A DMZ is not a physical location but is instead a way to configure your network so that the devices that are in the DMZ are served by the router but are outside the protection of the firewal...

Страница 83: ...by translating between the internal IP address and the external IP address owned by the router This also adds an extra level of security by effectively masking the internal network behind a single external IP address A simplified explanation of how this translation takes place is that when an internal device sends an outgoing packet to the router the NAT service either notes the internal IP addres...

Страница 84: ...Appendix Network Connection ViaVideo User s Guide 76 www polycom com ...

Страница 85: ...e temporary file needed to run the install Remove any directories that begin with _is from their Windows temp directory and restart the install Address Book operation is very slow There is a faulty ILS server connection Make sure that the IP address you entered for the address book server is correct The ViaVideo application window displays an animation where the near video image should be ViaVideo...

Страница 86: ...ear a tone perform the following checks 1 Check your audio connection See Audio Connection on page 59 2 Look in System Info Setup Audio and verify that you have selected the correct microphone setting 3 Check the volume controls in System Info Setup Audio to make sure they are set correctly 4 Check the speaker connection and volume setting If you can hear a tone but cannot hear the other side make...

Страница 87: ...k the volume control for your PC speakers Cannot hear the far side The far site is muted or volume controls need to be adjusted See No Audio above Can hear the far site but they can not hear me The audio is muted microphone settings are incorrect or the audio connection is not correct 1 Make sure your audio is not muted 2 Make sure the far site has the volume set correctly 3 Check your microphone ...

Страница 88: ...atest version 3 Update to a new video card 1 My video appears fractured when I move 2 I get scrambled video 3 My mouse blinks 4 Windows is running very slow 5 ViaVideo is taking up most of my CPU cycles The video rendering is taking up too much of the CPU resources because it is either running in GDI mode or the video card does not properly support DirectDraw hardware acceleration 1 Change to a di...

Страница 89: ...s by increasing the exposure time so that it can gather more light Add more light to the area The near video display is dark Near video appears darker in the ViaVideo application than it does on the far site Although there is usually no problem with the transmitted image using a dark background or wearing dark clothing always provides for better image quality A lightning bolt is displayed on scree...

Страница 90: ...e temporary file needed to run the install Remove any directories that begin with _is from their Windows temp directory and restart the install Error Message Explanation Solution Gatekeeper Unregistered ViaVideo has been unregistered from your gatekeeper 1 Check the Gatekeeper IP address 2 Check that the gatekeeper is still operational and configured correctly Gatekeeper Not Found The gatekeeper r...

Страница 91: ... The gatekeeper has an invalid RAS Address 1 Check the Gatekeeper IP address 2 Check that the gatekeeper is still operational and configured correctly Gatekeeper Invalid Terminal Type The gatekeeper has an invalid terminal type Make sure your gatekeeper has the correct terminal type Gatekeeper Undefined Reason An unknown error has occurred with the gatekeeper 1 Check the Gatekeeper IP address 2 Ch...

Страница 92: ...Appendix C Troubleshooting ViaVideo User s Guide 84 www polycom com ...

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