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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 connection is up and users can see and hear each other, especially if you contacted them originally • Be careful what questions you ask “can you see a green light on the camera?” or “what can you see on screen?” provide more useful information than “is your system switched on?”

TANDBERG C Series Diagnostics

The TANDBERG C series systems have an information menu which gives you some basic data about a call.
To access the system information screen: 1. Bring up the Home Menu (The House Icon on the remote) 2. Press the fifth soft-key on the remote

The System Information screen is broken into two main categories. On the left is System Information, on the right is basic information about the status of the call including:

[pic]

1. The system you called, The call rate and protocol (H323 or SIP) – the fact that these are present also tells us the capabilities exchange between the two units was successful
2. Video protocols, rate, packet loss and Jitter
3. Audio protocols, rate, packet loss and Jitter
4. Encryption type

Small amounts of packet loss are normal and not really something to worry about however if the picture quality is poor or the amount of packet loss is over 10% of the total then you may have a network issue.

C series Common Faults Guide

I cannot see myself

Firstly establish that the user can see the menus. If there are no menus visible, ask them to press the OK button on the remote control to bring up the menu. If nothing is visible then go to ‘The screen is blank’ section of this user guide.

Secondly establish what the user can see. When a user says they ‘cannot see myself’ do they mean the camera is showing the room they are in but they are not on camera or do they mean they cannot see their room at all? If they can see their room, then simply talk the user through moving the camera.

Thirdly establish if the users system is in a call or not. Can the far end be seen on screen? If yes, then determine if the system is a single or dual monitor system. If single then ask the user to press the layout key to bring up the picture-in-picture. Can he see his room now? If two monitors are in use, what can be seen on the other screen? If nothing, go to ‘The screen is blank’ section or if a PC image is visible ask him to press the layout key to bring up the picture-in-picture.

If there is still no picture or a remote picture with a ‘black box’ where the picture-in-picture should be then check the following: • Is the camera source on the main camera? • Press the Selfview button [pic] on the remote control to test if the Main Camera is working Make sure you are not sending any other video streams other than the Main Camera. o Press the blue Presentation button [pic] on the remote or access the main menu, choose presentation, and confirm the Main Cam is selected as the main Video Source • Is the video cable firmly plugged into the camera and the codec? • Reboot the system • Check another camera source or PC image to ensure they are functioning • Change the main cable between the camera and the codec. Even if the remote is working a bent pin could cause the video to fail. • Swap out the camera • Contact TAC

I cannot see the far end

When ever a fault potentially involves the far end then the most important step is to establish which site has a problem. If the user is in a call and can speak to the far end, ask the far end if they can see themselves? If they cannot then apply the same fault fining methods as the section on ‘I cannot see myself’ with the far end system.

If they have dialed a call but can get no response from the far end, check they haven’t dialed into a room with the lights turned off or to a system with the lens cap on. This is quite common as many video systems are placed in rooms with no windows and many calls take place outside of working hours with sites all over the world. The simplest way to check is to contact the far end by phone and have someone go into the room.

If both ends can see themselves then drop the call and re-establish. If video is still failing then check the call status on the systems to ensure that video is transmitting and to establish what video format is being used. If video is not established then make a test call into each system to ensure both work independently. This should help you establish if one of the two systems is at fault or if the fault only occurs when these two systems connect.

If both systems connect to you correctly then try the following: 1. Check the capabilities exchange between the two systems from the web interface of the TANDBERG system. This would tell you if there are no common codecs between the systems or if the video failure is related to a negotiation issue. 2. Reboot both systems 3. If the call still fails then contact TAC. TAC will need a syslog including the call set up, xconfig and xstatus – see section on advanced diagnostic tool/syslog

If one of the systems also fails when in a call then try the following: 1. Double check the far end can see themselves and you are not dealing with a video fault 2. Check the capabilities exchange between the two systems from the web interface of your system. This would tell you if there are no common codecs between the systems or if the video failure is related to a negotiation issue. 3. Reboot the remote system 4. If the call still fails then contact TAC. TAC will need a syslog including the call set up, xconfig and xstatus – see section on advanced diagnostic tool/syslog

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

The most important step in troubleshooting audio is to establish the following • Is it the local site that can’t hear the remote site or the other way around? • Is it the speakers at one end or the microphone at the other? Because no audio does limit your ability to communicate with the far end site it is always worth calling them by phone if you can.

A = site that cannot be heard but can hear the far end B = site that cannot hear but can be heard

Simple checks first! 1. Check the volume level on the remote control at site B as this may simply be too low 2. Check the microphone at site A is not muted - An icon [pic] will be displayed if the volume is turned off 3. Check the system information page to ensure an audio codec has been negotiated – if not, disconnect and redial. 4. If the microphone is turned off at the far end, a message will appear at the top of your screen

To establish if it is the microphone at site A or the speakers at site B do the following:

Site B – are the speakers working? 1. Go to the Settings menu and select ‘Sounds and alerts’, 2. Select a ring tone from the list. This will play the tone. 3. Double check the ring tone volume on the same page is not on 0 (if it is then change and try again)

If you can hear it then it is more likely to be a microphone issue on site A. If you can’t hear it then there is an issue with the speakers on site B.

Site B – Possible speaker issues 1. Check the volume on the remote control if you haven’t already done so 2. If you are using a personal system check you are not set up to use a headset when you want to use the main speakers or visa versa 3. If you are using a headset, unplug and switch to the main speakers to rule out the headset. If you can now hear then you may have a faulty headset – swap it out to confirm 4. If you are using the speakers in the TV, check that the TV volume is turned up 5. Check the connections between the speakers or TV and the system 6. Reboot the system 7. Unplug the cable from the system and plug into a different audio output to rule out the socket 8. Change the audio cable to rule out a faulty cable 9. If you have an alternative source of audio, e.g. a VCR then plug the speakers directly into the VCR to confirm the speakers are working 10. If you have an alternative speaker then swap the speaker out 11. Contact TAC

Site A – Possible microphone issues 1. Check the microphone is not muted 2. Check the microphone is visible and not missing 3. Check the cable from the microphone to the system is firmly connected at both ends 4. Check the microphone level settings (Settings- Advanced- Audio Input Levels) if a level is present then the microphone is probably working

[pic]

5. Plug your speakers into output 2 on the back of the codec – can you hear yourself? 6. If no – change the microphone socket being used on the back of the codec 7. Swap out the microphone 8. Swap out the cable 9. Contact TAC

Microphone at Site A working and Speakers at site B working

Having tested both ends and determined that both the microphone at site A and the speakers at site B are working then try the following: 1. Check the capabilities exchange between the two systems from the System Information Page. This would tell you if there are no common codecs between the systems or if the audio failure is related to a negotiation issue. 2. Reboot both systems and retry 3. Call into each system from a third system to fully establish which system has the fault 4. If the call still fails then contact TAC. TAC will need a syslog including the call set up, xconfig and xstatus – see section on advanced diagnostic tool/syslog

The system won’t power up

Double check that the fault is ‘no system power’ by checking there is no green light on the camera (room systems) or on the unit itself (personal systems with integrated monitors) • Check the unit is plugged into the wall and the socket switched on • Check the cable is firmly plugged in to the unit • Check that nothing else is off in the room which may indicate an issue with the power • Replace the power cable. If the new cable solves the problem then where geographically relevant check the fuse in the plug on the old cable. • Plug the unit into a different wall socket to rule out a problem with the socket • If you are using a personal system with a transformer then swap this out if possible • Connect a PC directly to the unit using RS232 and see of any output is present. See section on advanced diagnostics • Contact TAC

The screen is blank

Firstly make sure the screen is in fact blank and the fault is not just no video. If fault finding over the phone always ask the user to press the OK button and then ask ‘what can you see on screen?’ to confirm.

Is the system in standby?
Make sure you pick up the remote control to ensure the system is not in standby mode. Some of the monitors used by customers also go into standby mode when they don’t receive a signal from the system so do wait a few seconds to ensure the monitor turns itself back on. If in doubt, reboot the system.

Is the system switched off? • If you are onsite then check the green power light either on the camera (larger units) or the system itself. • If you are remote, TMS can tell you if the system is not reachable which could indicate it is switched off • If you don’t have TMS then dial the unit. This will determine if the unit itself is switched off or it is just the monitor.

Is the monitor or display switched on and on the correct channel/input?
Your system may have a TANDBERG supplied monitor or it may have a display that has been purchased else where. Incorrect monitor settings are one of the biggest user error related faults you will come across and we cannot hope to cover every type here. The main things to check are as follows: 1. Monitors in standby mode and not on - users often mistake the red or orange light on the front as an indication that the monitor is on and not in standby mode 2. Monitor on the wrong port – check where the video conference unit has been plugged in 3. Monitor switched off – users often mistake the green light on a camera as an indication that the monitor is on 4. Check the cabling from the system to the monitor and ensure the correct output is in use 5. Replace the cable between the system and the monitor 6. Try a different monitor 7. If a second monitor works then you have a faulty monitor – contact TAC if this is a TANDBERG supplied monitor 8. If a second monitor and cable doesn’t work then contact TAC

The picture is out of focus, too bright, or too dark

1. Press the Zoom button [pic] on the remote or try gently moving the camera – this will trigger the auto focus function 2. Adjust the brightness and light settings in the Camera Control/Picture Control menus. To access these, press the Menu key [pic] on your remote control

The remote control is not responding

The remote control isn’t working
Is the light on the camera flashing when a key is pressed? If yes then the remote is working. If not check the following

1. Batteries - the most common cause is the batteries are either dead, around the wrong way or missing. The easiest way to tell if the battery is dead is to hold the remote up to the camera and press any key. The camera is capable of ‘seeing’ the infra red light emitted by the remote which can’t be seen with the naked eye.

2. Low and high range
There is also a small switch under the batteries inside the remote control which switches the remote between high and low range. The low range setting should only ever be used in a lab situation where there are a number of systems in the same room so if this isn’t the case, switch to high range. When using the low range setting you really need to have the remote within 10cm of the infra red receiver to ensure it works. Also note that when the remote is in low range mode the signal isn’t strong enough to show up on the camera test above unless you remove the cover at the end of the remote.

If no light flashes then replace the batteries. Each remote takes 4 AAA batteries. It is always better to replace all the batteries at once and with the same make.

Where is the infra red receiver?
In most larger units it is in the camera module.

No menus are visible on the system

If the remote control is responding, the local picture is visible but no menus appear on screen check the following: 1. If a single screen is being used, check the screen is plugged into the HDMI 1 Port, which has the menus by default 2. Set the menus to HDM1 Port 1 with the following shortcut.

Disconnect * # * # 0 1 #

Or use the API interface to change the setting

xconfiguration video osd output: <1 – 4>

If you can’t see a menu on screen try the above with numbers varying from 1 to 4

The Sound quality is very poor

Poor sound quality is usually caused by microphones being in the wrong position. All microphones should always be placed with the cable closest to the system and at least a meter away from the system. Never leave them on top of the monitor or close to the speakers. Omnidirectional microphones should be placed in the middle of the participants whilst unidirectional microphones need to be in front of all the participants.

[pic]
Poor sound quality can also be caused by the following: • Using microphones not designed for a wide pickup • Incorrectly positioning ceiling mounted microphones – follow manufactures instructions • Placing microphones under or near air conditioning fans or near to projector fans • Large amounts of background noise • In multisite conferences always mute your microphone if your site is not actively involved in a discussion or presentation at that moment

I can hear myself back (echo) - The system on the far end will most likely cause the echo you are hearing

Hearing yourself back is a symptom of poor or failing echo cancellation. Poor echo cancellation is usually caused by poor room environments. If you hear yourself then normally the problem is at the far end.
[pic]

Check the following: 1. Talk for approximately five seconds so the echo-control function finds its parameters 2. Are the microphones correctly positioned? For meeting rooms, make sure the microphone is 1.5 - 2 meters (4 - 6 feet) away from the video system, but close enough to the participants 3. Does the far end have it’s volume very loud? Ask the people on the far end to turn their volume down 4. Check to see if the echo-control function is turned on at both ends. Access the Control Panel by pushing the Menu button Control Panel (Administrator Settings (Audio ( Echo Control. Make sure the echo control is set to ON+NR and not just ON (NR=Noise Reduction) 5. Is the far end system in a very large or very echoy room?

If the room at the far end is very large then consider relocating the system into a more suitable room. Sometimes echo problems occur when testing for a large conference but once the room is filled with people the problem goes away.

I have no LAN connection

• Check the cable from the system to the floor box/LAN port. More often than not a loose connection here is the cause of the problem. • Reboot the system, especially if the cable was loose • Swap out the LAN cable if possible • Check the port with another device, such as your PC, to see if the network is present. If not contact your IT department. If that is you then trace back the fault through the network as you would any other IP failure. • If the network is present on the port and you are using DHCP for your endpoints then pop your laptop on DHCP as well to confirm that DHCP is working. (If you have access then you can just ping the DHCP and if necessary the NTP servers) • Check your network settings are configured correctly. Check DHCP is enabled if used or check that the IP protocol, IP address, subnet mask and default gateway are correct • Check your Ethernet speed is correct.

Gatekeeper registration failed

TANDBERG systems will report an error when they cannot reach a gatekeeper or the gatekeeper rejects the registration. Before checking the gatekeeper it is worth checking the following: • Do you have a LAN connection? • Do you have the correct gatekeeper IP address • Are you using authentication? Are the credentials correct? Can the Codec reach a valid NTP server? • Can you ping the gatekeeper? • If registration still fails then please check the gatekeeper

Poor video Quality on IP (Packetloss)

If you are experiencing packet loss on IP, this could be related to the LAN port failing negotiating the IP speed with the switch (i.e. negotiates full duplex when set to half duplex).

Solution:
Turn off auto-negotiation and configure both ends manually

C series Advanced Diagnostic tools

Setting up a direct serial connection

[pic]

1. If you are physically local to the system then you can use a serial port connector to connect a laptop directly to the codec. The connection is set up using a communications program such as HyperTerminal. The PC can be connected in data port 1 or 2 but if you use port 2 remove pin 4 from the cable as pin 4 on Data 4 is hot with 24VDC and will fry your serial port!! The default setup is as follows: Bits per second:38400 Data bits: 8 Parity: none Stop bits: 1 Flow control: None Note: These values are configurable so may have been changed.

Most newer laptops don’t have a serial port so you will need to use a USB to serial port adapter. These adapters use driver software so make sure this is installed before you start.

2. It is often useful to download the data from the codec into a log file. Most communications programs can do this. In PuTTy, go to the Session Logging menu then select log all session output..

Setting up a LAN connection

[pic]
Use an SSH clieny (i.e. PuTTy) to connect to the codec. It is often useful to download the information from the codec into a text file. Nearly all terminal programs are able to do this.

Fault finding methods

There are a number of status tools and logs that can be run from the Application Interface accessible via a direct connection or telnet connection to your codec. When sending log files of any kind to TAC always remember the following points: 1. Always include the call set up information in the log – i.e. start the log before you dial the call 2. Always provide the system configuration and status information of the system in the log – i.e. before you start a log use the commands xstatus and xconfig to record these details 3. Where an fault involves 2 units, always take logs from both systems at the same time 4. Where possible, use an ntp server to synchronize the time on both systems

Root Access to API

If you log in a “root” over the Application Interface there are a few Linux commands you can run which may help diagnose a problem.

IP Ping

Command: ping <ipaddress>,

When to use it: When you have trouble reaching a site over the IP network

What does it tell you: if the IP connection is available between the laptop and the system you are trying to reach and if it is how much time it takes to get there.

IP trace route

Command: traceroute <ipaddress>,

When to use it: when you have problems getting two units to communicate over IP and to see how many routers to link is going through.

What does it tell you: the route a call would take between two points and if it doesn’t get there, how far it goes.

Netstat

Command: netstat -a

When to use it: When you are having issues connecting to the far end and a firewall is in the way.

What does it tell you: it provides details of all the ports used within the call.

Example
[tandberg:~] $ netstat -a
Active Internet connections (servers and established)
Proto Recv-Q Send-Q Local Address Foreign Address State tcp 0 0 *:nfs *:* LISTEN tcp 0 0 192.168.168.111:5060 *:* LISTEN tcp 0 0 192.168.168.111:5061 *:* LISTEN tcp 0 0 *:5070 *:* LISTEN tcp 0 0 *:sunrpc *:* LISTEN tcp 0 0 *:http *:* LISTEN tcp 0 0 ppc.localnet:65009 *:* LISTEN tcp 0 0 192.168.168.111:h323hostcall *:* LISTEN tcp 0 0 localhost:4217 *:* LISTEN tcp 0 0 localhost:8090 *:* LISTEN tcp 0 0 *:https *:* LISTEN tcp 0 0 *:989 *:* LISTEN tcp 0 0 localhost:47094 localhost:4217 ESTABLISHED tcp 0 0 192.168.168.111:41524 192.168.168.40:5061 ESTABLISHED tcp 0 0 ppc.localnet:65009 arm9.localnet:57349 ESTABLISHED tcp 0 0 localhost:4217 localhost:47094 ESTABLISHED tcp 0 0 192.168.168.111:11007 192.168.168.40:h323hostcall ESTABLISHED tcp 0 0 192.168.168.111:11008 192.168.168.40:15221 ESTABLISHED tcp 0 0 *:ssh *:* LISTEN tcp 0 0 ::ffff:192.168.168.111:ssh ::ffff:192.168.168.117:49790 ESTABLISHED udp 0 0 *:nfs *:* udp 0 0 *:syslog *:* udp 0 0 *:33155 *:* udp 0 0 *:56599 *:* udp 0 0 *:snmp *:* udp 0 0 *:52781 *:* udp 1800 0 *:2358 *:* udp 0 0 *:2359 *:* udp 0 0 192.168.168.111:h323gatestat *:* udp 0 0 *:2360 *:* udp 0 0 *:2361 *:* udp 0 0 *:2362 *:* udp 0 0 *:2363 *:* udp 0 0 *:2364 *:* udp 0 0 *:2365 *:* udp 0 0 192.168.168.111:5060 *:* udp 0 0 *:986 *:* udp 0 0 *:sunrpc *:* udp 0 0 ppc.localnet:ntp *:* udp 0 0 ::1:5701 *:*

Admin access to API

The other api login is “admin”, with or without a password (the default currently is to have no password). This gives access to the full “xConfiguration” and “xCommand” settings, a few useful commands are shown below.

Gatekeeper settings

Command: xconfiguration h323 profile 1 gatekeeper address

When to use it: to check the gatekeeper settings on the unit. The web interface will also tell you this information.

What does it tell you: The gatekeeper IP address that the end point is trying to register to and whether it is on manual or automatic settings

Gatekeeper status

Command: xstatus H323

When to use it: To determine the registration status of the system

What does it tell you: If it is registered and if so where to. The RAS port used for registration and the CallManager configuration.

Both the C-series and the MXP systems have Application Interface guides containing all the commands. These can be downloaded from the document section on www.tandbergpartners.com.

Configuration back up and restore

Configuration back up

To back up the configuration of your C-Series system, do the following: 1. Using SCP, backup configuration by copying file /mnt/base/active/config.db 2. Replacing the file, /mnt/base/active/config.db with a backed up copy and then rebooting will restore to backed up settings. 3. Note: replaced file must be the same software version as the system is currently on. 4. Deleting the file, /mnt/base/active/config.db, and reboot will restore to default factory setting. 1. Reconnect the telnet session with a second text capture file 2. Copy and paste the commands from the original text file into the telnet application 3. Disconnect and check the captured text file for any failures.

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[pic]

[pic]

[pic]

[pic]

[pic]

Omnidirectional Microphones

Unidirectional Microphones

[pic]

Network

1

2

Ethernet 1

1

2

3

4

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