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YTN Video Conferencing Troubleshooting Guide

YTN Video Conferencing Troubleshooting Guide

  1. SCREEN IS BLANK
    • Pick up the remote control to bring the system out of sleep mode
    • Ensure power to the Tandberg is on (Power bar switch should be in the I position)
    • Turn on the TV by pressing the power switch on the TV
    • Call for technical support
  2. CANNOT CONNECT THE CALL
    • If you get a BUSY, DISCONNECTED message, call the other site via telephone to ensure the equipment is turned on and that they are not participating in another call
    • Redial a second time
    • If still no connection, both sites turn off the Tandberg Codec (switch on back left side of codec), wait ten seconds, re-power and retry the call
    • Call technical support
  3. POOR QUALITY VIDEO DURING A CALL
    • Both sites disconnect the call and place the call again
    • Both sites reboot systems by turning off the Tandberg Codec (switch on back right side of codec), wait ten seconds, re-power and retry call
    • Call technical support
  4. NO AUDIO IN THE CALL
    • Ensure the far site has not muted the audio. Ask the far site to un-mute their microphone
    • Turn up volume with remote control
    • Turn up monitor volume to 1/2 level (Use TV remote or look on side of monitor)
    • Re-power both systems and retry the call
  5. POOR QUALITY AUDIO, BROKEN, UNSTABLE or ECHO
    • Ensure the microphone is positioned in front of the participants
    • Ensure the microphone is facing the participants with it’s cable facing back toward the monitor
    • If hearing an Echo, ask the far side to turn down their audio volume
    • If still poor, DISCONNECT and redial the call
    • If still poor, turn off the Tandberg Codec (switch on back left side of codec) on both systems and retry the call
  6. ALL FUNCTIONS ON SYSTEM ARE FROZEN
    • Re-power the Tandberg Codec (switch on back left side of codec), wait 10 seconds and re-power the system

FOR TECHNICAL SUPPORT:

Phone: (867) 667-8033; Cell: (867) 335-0556
Email: telehealth.coorindator@gov.yk.ca

FOR NETWORK DIFFICULTIES DURING A VIDEOCONFERENCE:

YTN Bridge – (780) 426-4444 ext. 289