ITV Troubleshooting

Audio

If you can hear the Far side but they cannot hear you

  • Make sure the Polycom is not muted
  • Make sure the Mic you are using is on
    • If it is the Instructor’s mic:
      • make sure it is not muted
      • Make sure the receiver on the top of the Polycom box is turned on and is registering your voice
      • Make sure the channel on the receiver and mic match
  • Try another mic
  • Make a note to ask if their Polycom volume is turned up
    • Maybe someone turned it all the way down
  • Notify a full time employee if none of the above fixes the problem ASAP
  • If you cannot hear the far side but they can hear you
    • Make sure the Polycom volume is turned up
    • If that is not the case, they should know to check everything listed above and should notify a TQ FTE if needed

 

Projector will not turn on

  • The projectors have a short range, make sure you are standing by the front row
  • Make sure you are pointing the remote at the sensor (not too high/low or it will not work)
  • Possible dead batteries, or they are too weak to power on the projector
  • Try pushing the power button on the projector
    • If that does not work:
      • flip the power switch on the projector to off
      • wait a few second then turn it back on
      • try pushing the power button again
      • if that does not work
        • remove the power cable from the projector
        • wait about 30 seconds
        • plug it back in
        • try pushing the power button again
        • if it still does not work, call an FTE ASAP

Blue screen from projector

  • Is the projector on the right input?
  • Are the switches set correctly?
  • Are the cables secure?
  • Black screen from TVs
    • Are they on?
    • Are they on the correct input?

Content will not send

  • Pointing the remote at the Polycom?
  • Are the switches set correctly?
  • Sound issues when sending Content
    • audio is coming from the computer instead of the Polycom speakers
      • Check to make sure the correct speakers are selected
        • If not make the correct ones default
      • Check to make sure the Audio cable from the computer goes into the correct input on the 4-way switch
      • Work around if class is in session already
        • Pull a student mic and put it by the computer
        • Turn the sound up
        • Notify an FTE
        • Place ticket so it can be fixed properly when there is no class
      • If class is not in session yet
        • Run sound troubleshooter
        • Get help from an FTE ASAP

 

Video with no sound

  • Is the video clip itself muted?
  • Is the sound on the clip turned down?
  • Make sure the volume is turned up on the computer
  • Make sure the speakers are not muted
  • Make sure the correct speakers are selected
    • If not make the correct ones default
  • Make sure the Audio cable from the computer goes into the correct input on the 4-way switch
  • Try another video to make sure it is not that clip
    • Youtube is a quick way to check this but keep it PG
    • If this works, the problem is the clip not the equipment
    • If this does not work continue below
  • Run sound troubleshooter
  • Get help from a FTE ASAP
  • Switches
    • MUST be set to ITV
    • MUST be set to the correct device
    • Trace cables

 

*Remember the remote should be pointing at the thing you are trying to control

Details

Article ID: 57973
Created
Mon 7/23/18 10:31 AM
Modified
Mon 9/23/19 9:43 AM