Troubleshooting Vtel with IP Connectivity

If the dialer is not responding:

1.  Check the IP address  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 (start, programs, vtel, sys config, expert, loop back call)

6.  Call tech support

If the call fails to negotiate:

  1. Check the IP address and redial.
     
  2. Redial a third time.
     
  3. Dial a test site: MVECA 10.3.0.214, SOITA Vtel 66.144.164.50, SOITA Polycom 66.144.164.56.  If the test call is successful, proceed to step 7.
     
  4. Check network cable( Is it plugged into the correct NIC? Is there a link light?).  Contact local tech support for help with this step.
     
  5. Perform a loop back call (start, programs, vtel, sys config, expert, loop back call).
     
  6. Contact the remote site.  Are they are experiencing any technical difficulties?
     
  7. Have remote site dial you (Will only work if they are IP as well).  List of local IP addresses.
     
  8. 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 NIC?  Is there a link light?)

3.  Attempt to dial the remote site

4.  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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