Troubleshooting Vtel with ATM Connectivity

If the dialer is not responding:

"Dialer Not Responding"  is an error message that will appear on your screen.

1.  Check the DID number for accuracy.

2.  Try to dial two more times.

3.  Exit Vtouch and restart the computer. (right click, exit vtouch, start, shutdown, restart)

4.  Redial

5.  Perform a loop back call (dial 5555555)

6.  Call tech support

If the call fails to negotiate:

If a call is dialed but does not connect, it has failed to negotiate.

  1. Check the DID number and redial.
     
  2. Redial a third time.
     
  3. Dial a test site (723.3800 or 719.2737).  If the test call is successful, proceed to step 7.
     
  4. Check network cable( Is it plugged into the correct drop and correct NIC?).  Check with local tech support for help with this step.
     
  5. In the system identity screen (Start, Programs, Vtel, Sys Config), check for an ATM address.  An ATM address will be a series of 20 numbers.  If the first fifteen are zeros, the you do NOT have an ATM address.
     
  6. Perform a loop back call (dial 5555555).
     
  7. Contact the remote site.  Are they are experiencing any technical difficulties?
     
  8. Have remote site dial you.
     
  9. Contact tech support.

If you cannot receive call:

1.  Make sure system is turned on.

2.  Check network cable (Is it plugged into the correct drop, Is it plugged into the correct NIC).  Contact local tech support for assistance with this step.

3.  Check ATM address (start, programs, vtel, sys config)

4.  Attempt to dial the remote site

5.  Perform a loop back call (dial 5555555).

6.  Contact tech support.

During a call:

Screen/audio freeze-

  1. Disconnect call and reconnect.
  2. Disconnect call, restart computer, reconnect
  3. Contact tech support

No sound:

  1. Check volume
  2. Check cable connections (microphone and cable connections)
  3. Disconnect call and reconnect
  4. Contact tech support

Multipoint and Bridged calls:

  1. If you experience technical difficulties during a multipoint or bridged (ISDN) call contact DAS at 1.800.686.5841 and select option 1.

For any other problems with your videoconferencing system contact your local network administrator. For additional help, contact MVECA Tech. Support 937.767.1468 or helpdesk@mveca.org.

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