Typical Video Problems

FAQ Index


    No local PC or camera video on a monitor.

    • Verify the monitor is receiving AC power and the monitor is turned on.

    • Verify the PC power switch is on and the system AC power cable is firmly seated in an electrical outlet.


    Local monitor picture is bad.

    • Ensure that the video cable is firmly seated at both ends.


    No local camera video, or poor quality camera video.

    Check these conditions:

    • The camera button you've selected is associated with an actual camera.

    • The camera is plugged into an electrical outlet and turned on.

    • The lens cover is not on the camera.

    • The camera is pointed at something other than a blank wall.

    • Adequate local lighting is provided.

    • The camera's iris is open wide enough.

    • The camera's cables are all tightly connected at both the camera and system ends.

    • If camera is a document camera, the camera's power cord is plugged into an electrical outlet and the power switch is turned on and the "internal" camera switch is selected.


    Remote video quality is poor (but local video is good).

    Possible causes:
    • Inadequate lighting at the remote site.

    • Dark background at the remote site.

    • Excessive movement at the remote site.


    Remote audio not heard well.

    • Check the system volume control.

    • Be sure the remote site is speaking into (or close) to a microphone


    Remote audio not heard at all.

    • The remote site may have muted its microphones. Ask someone at the remote site to press the mute button to test whether or not his or her microphone is muted.

    • The remote site may have unplugged their microphone. Ask someone at the remote site to check the microphone conditions.

    • If the remote site cannot hear you, please check the above conditions on your local system.


    Echo during a point to point videoconference.

    • The remote site's volume may be turned up too high. Ask someone at the remote site to turn down his or her volume.

    • If the remote site can not hear your audio when the volume is set at a normal level, check the placement of your microphones and make sure everyone who speaks is within range of a microphone.

    • Objects such as books and briefcases can cause echoes if they are placed too close to a microphone.


    Echo during a multi-point videoconference.

    • Have all the other sites mute their microphones.

    • Bring back each site one at a time. As each site is brought back, check for echoing by talking.

    • When you hear echoes, have that site turn down its volume.

    • Continue until all sites are back and the echo is gone.

    • Note: When you find a site causing an echo, do not assume that the problem is solved. Echo can be caused by more than one site.


    Network dialing problems.

    Possible causes:

    • Both sites are attempting to call each other.

    • Remote site does not have their system turned on.

    • You are dialing the wrong number.

    • You are dialing at an incompatible line speed.


    When attempting to connect to another site, you get a connect indication, but you see a gray screen from the distant site.

    Possible causes:

    • The remote site does not have their system turned on.

    • One of the systems has Auto Configuration off and there is an algorithm mismatch.