VLink and VLink LE Control Panel User Manual
OPERATION 21
Bosch Security Systems, Inc.
User Manual
F01U217815 Rev 01
Troubleshooting
Following are answers to the most commonly experienced issues of new users.
Q
: When attempting to login to the Virtual Matrix I get a
Cannot connect to Virtual Matrix
message?
A
: The Control Panel is unable to establish a TCP/IP data connection with the Virtual Matrix. Check the Control Panel
Configuration to ensure Control Panel IP Address is valid and represents a valid and active network connection. Ensure
the Virtual Matrix IP Address is entered exactly as provided with the designated port number. Check to ensure a corporate
firewall is unintentionally blocking the designated TCP/IP data port.
Q
: When attempting to login to the Virtual Matrix I get a Unable to establish return audio path message?
A
: The Control Panel is unable to establish a UDP audio connection with the Virtual Matrix. Check to ensure a corporate
firewall is not intentionally blocking the designated UDP audio port which is typically the same as the TCP/IP data port.
Q
: When attempting to login to the Virtual Matrix I get a
Provided user name and/or password is invalid!
message?
A
: The Control Panel is unable to validate the username and password. Check to ensure the name is typed exactly as
provided as the username and password are both case sensitive. Check to ensure the correct TCP/IP data port is specified
to ensure you are logging in to the correct system.
Q
: Why can I hear people but they can’t hear me?
A
: Click Configure from your login window or the control panel. Under Headset/Primary Audio Device verify that the
correct microphone is chosen under Select Microphone and that the correct headset microphone input is selected under
Select Headset Mic Input. Verify that the microphone level is not set to zero.
On the lower left hand corner of your control panel check to see that your microphone is not muted represented by a red
line through the microphone image. Each click on the image cycles between microphone on and microphone mute.
Click the statistics icon and under Send Audio Rate, verify that audio packets are being sent. If not, there may be a
problem with the selected Headset device.
NOTE:
The Send Audio Rate does not indicate audio packets are being sent during silent periods.
Check that your system is functioning correctly by going to your Sounds and Audio Devices Properties found in your
Windows Control Panel. Select Voice. Under Voice playback and Voice recording, select USB Audio and click Test
hardware towards the bottom of the page and follow the wizard.
Q
: Why can people hear me but I can’t hear them?
A
: Click Configure from your login window or the Control Panel. Under Headset/Primary Audio Device, verify that the
correct earphone or speaker is selected under Select Earphone/Speaker. Check to ensure that the Volume slider is toward
the right side of the slider bar. Click the Statistics button and under Receive Audio Rate verify that audio packets are being
received. If not, you are likely being blocked by your firewall and you should consult your network administrator.
NOTE:
The Receive Audio Rate will not indicate that audio packets are being received during silent periods.
Check your audio device master volume either by clicking on the speaker icon in your system’s tray or by going to Sounds
and Audio Devices found in your Windows Control Panel. Select Voice. Under Voice playback, select your selected
Headset and/or Speaker and click Volume. Adjust the slider bar under Volume and check that the mute button is not
selected.
Check that your system is functioning correctly by going to your Sounds and Audio Devices Properties found in your
Windows Control Panel. Select Voice. Under Voice playback and Voice recording, select your selected Headset and/or
Speaker and click ‘Test hardware’ towards the bottom of the page and follow the wizard.