Trouble Shoot

In: Other Topics

Submitted By dgao
Words 4810
Pages 20
TANDBERG
C series Faultfinding Guide

Version 2.0

TANDBERG University
Contents

Introduction to Fault Finding 1

Telephone support guide 1

TANDBERG C Series Diagnostics 2

C series Common Faults Guide 4

I cannot see myself 4

I cannot see the far end 4

I cannot hear the far end or they can’t hear me 5

The system won’t power up 8

The screen is blank 8

The remote control is not responding 9

No menus are visible on the system 10

The Sound quality is very poor 10

I can hear myself back 11

I have no LAN connection 13

Gatekeeper registration failed 13

Poor video Quality on IP (Packetloss) 13

C series Advanced Diagnostic tools 14

Setting up a direct serial connection 14

Setting up a LAN connection 15

Fault finding methods 15

Root Access to API 16

IP Ping 16

IP trace route 16

Netstat 16

Admin access to API 17

Gatekeeper settings 17

Gatekeeper status 18

Configuration back up and restore 19

Configuration back up 19
Introduction to Fault Finding

As a first step you need to establish what equipment is present. Easy if you are on site but harder by phone. If you have a good database then this is straight forward but if you are not so lucky or you are assisting a customer with a connection that may not involve one of your supported units then it is advantageous to know the following: • Make and model of equipment • A description of the fault • Had the system been functioning previously? • Has the system been moved or changed in any way?
Be aware that you may not get this information accurately. Good people skills are far more important when solving faults than anything else.

Telephone support guide

Points to remember when fault finding by phone • Always provide very clear instructions – never assume the user knows anything • Never put the telephone down until a…...

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