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Diagnostics and General Troubleshooting
7 - 17
Displays
Symptom Problem Corrective action
Screen is blank; start music
plays and Polycom logo
appears briefly.
The system is starting. This
is normal.
No action required.
Monitor goes blank after
displaying the splash
screen.
The system goes to “sleep”
after a period of inactivity.
The system is sleeping. The system wakes up on
any action from the remote control or on an incoming
call.
Picture is blank on the main
monitor.
The system is sleeping.
This is normal.
Pick up the remote control to wake up the system.
The monitor screen
remains blank when you
pick up the remote control.
The monitor’s power cord is
not plugged in.
Connect the monitor’s power cord and then power on
the monitor.
The monitor is powered off. Power on the monitor.
The monitor is not
connected correctly to the
system.
Verify that the monitor is connected correctly
according to the manufacturer’s instructions and the
setup sheet you received with the system.
The call connects but you
cannot see or hear people
at the far site although they
can see and hear you.
The system is configured
for use with a NAT but is
not behind a NAT.
Go to Admin Settings > Network > IP > Firewall
and ensure that NAT Configuration is Off.
The system is set for dual
monitors with the far site on
monitor 2, but it is not
actually equipped for this
configuration.
Make sure that the monitors and configuration
match.
When using two monitors,
the second monitor or
projector is blank.
VSX set-top and
component systems: Only
one monitor is enabled.
Enable the system for two monitors on the Admin
Settings > Monitors > Monitors screen.
When using two monitors,
the same picture is seen on
the first and second
monitor.
The second monitor is
connected to the VCR
video output.
Connect Monitor 2 to the Monitor 2 connection on the
rear panel of the system.
You are the only participant
in a call placed through an
external MCU.
MCUs generally loop the first participant back to
itself. Wait for others to join the conference.
The system is performing a
Near End Loop test.
Press Select on the remote to end the test.
The people at the far site
cannot see you.
VSX 3000, VSX 3000A,
VSX 5000: The privacy
shutter is closed.
Open the privacy shutter.
You have selected a
camera that is not
connected.
Select the main camera.