IVN Troubleshooting

FAQ Index


    Listed below are common resolutions to problems. If these do not resolve the problem, please call the IVN Repair Helpdesk at 1-800-366-8768 (Option1, Sub-Option 1, Sub-Option 4) during state business hours.



    No video on a monitor.

    Check these conditions:

    • 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.
    • Verify (or adjust) the monitor video source select. To select S Video or VGA/RGB, use either the monitor's remote control or the TV/video switch on the monitor to cycle through the sources, selecting either S Video or VGA/RGB.
    • Verify the video cables are firmly seated at both the monitor and Polycom chassis.

    Local monitor picture is bad.

    Check these conditions:

    • Check to ensure that the S-Video cable is firmly seated at both the monitor and the Polycom Chassis.

    No local camera video, or poor quality camera video (but the PC video is good).

    Check these conditions:

    • The camera button you've selected is associated with an actual camera.
    • The Polycom unit is powered on.
    • The camera is pointed at something other than a blank wall.
    • Adequate local lighting is provided.
    • 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)

    Check these conditions:

    • Inadequate lighting at the remote site.
    • Dark background at the remote site.
    • Excessive movement at the remote site.

    Remote audio not heard well.

    Check these conditions:

    • Check the system volume control.
    • Is the remote site speaking into (or close) to a microphone?

    Remote audio not heard at all.

    Check these conditions:

    • 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.

    Check these conditions:

    • 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 multipoint videoconference.

    Check these conditions:

    • 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.

    When attempting to connect to another site, your local system display's "Call Rejected."

    Check these conditions:

    • Both sites are attempting to call each other.
    • Remote site does not have their system turned on.
    • You are dialing the wrong number.
    • Remote site is in another video call.

    In a multipoint conference, the network did not connect with a site.

    Check these conditions:

    • The affected site did not have their system turned on in time for the network dialing attempt.
    • There is a network automation problem.
    • There is a network line problem.
    • The affected site is in another video call.


    Although Polycom does not have, or suggest, any preventative procedures, the IVN suggests the following:

    • Dialing into a remote videoconferencing room occasionally to ensure your system is working properly.
    • Test the VCR for playback and record functionality.

    If there are any discrepancies, please contact the IVN Helpdesk at 800-366-8768 (Option 1 followed by Sub-Option 4).


    Conference setup and testing.

    If the event is a multipoint conference, please make sure the video room is ready well before the planned start time. Please note that in a multipoint conference, the network will automatically call all sites at a pre-determined time. This may be the actual start time, or in some cases, a "set up" period of 15-30 minutes has been built in the automated scheduler.


    Effective Multipoint Conferencing.

    Below are technical tips for a multipoint conference which will help ensure a smooth, seamless video event.

    • Make sure all video sites have their system turned on prior to automated network start time.
    • If it is a large videoconference, make sure all sites mute their microphones unless they are speaking. The video bridge is "voice activated", so talking, rustling of papers, coughing, etc., will make the bridge switch to that site.
    • Have the presenter "poll" each site for questions.
    • Every site should have a sign displaying their agency and city.
    • Make sure sites do not have their audio turned up too loud.
    • Make sure anyone who is speaking is within range of a microphone