Troubleshooting

Got a question or problem with your conference? You can see if your question has been asked before. Browse our Frequently Asked Questions below, and if you can’t find what you’re looking for please call or email our Customer Support Centre.

Q: We are unable to join our Virtual Room.

A:  Ensure DTMF tones are activated on your videoconference system. Ensure you are dialing the correct alias and pin code where applicable. The # key must be entered at the end of the alias and pin entry in order for the number to register. If you still have problems call BCS Global Customer Support on 411 via your video system or the relevant Support audio number for your region.

Q: What is a Virtual Room?

A:  A Virtual Room is merely a space on a video bridge that has been reserved for use by a customer. It is given a unique reference number, called an alias, that allows customers to dial in from their various locations. Once connected, the video sites will be to see and hear each other, while audio only sites will still be able to participate but without the video portion.

Q: What if not all of my participants can attend via a video conference room and will need to attend via audio?

A:  Audio only participants can join a Virtual Room using a telephone. They will need to call the local Gateway number and enter the Virtual Room Alias and pin code (where applicable) when prompted.

Q: What’s the difference between ISDN and IP?

A:  ISDN (Integrated Services Digital Network) is a type of phone line employed for high bandwidth use. IP is a standard internet line with average bandwidth.

Q: We want to change the layout for our Virtual Room?

A:  Dial 411 from your video conference system or the relevant BCS Global Customer Support telephone number for your region, and the Support Team can change the Virtual Room layout to accommodate your requirements.

Q: We are not receiving any video when connected to the video conference?

A:  Please check the following:
Ensure that the video monitors are powered on.

Q: We want to change the layout for our Virtual Room?

A:  Dial 411 from your video conference system or the relevant BCS Global Customer Support telephone number for your region, and the Support Team can change the Virtual Room layout to accommodate your requirements.

Q: We are not receiving any video when connected to the video conference?

A:  Please check the following:

  • Ensure that the video monitors are powered on.
  • Verify that the video endpoint is not in standby mode. If it is in standby mode, pressing the near button on the video endpoint’s remote control will “wake it up” and bring it out of standby mode.
  • Verify that the video out cable is not missing or physically damaged or disconnected from the video conference unit (video endpoint) or to the monitor/video display device.
  • If this is a new installation, trace the video cable from the VCU to the video monitor/display device. Ensure that the video cable is plugged into the correct video output port of the video endpoint and that the other end is plugged into the video input port of the video monitor/display device.
Q: The other video locations are unable to hear us when connected to the video conference?

A:  Please check the following:

  • Verify that the remote video endpoint does not have their microphone muted. Most video systems will provide some type of visual indication that a remote party has muted their microphone.
  • Verify that the video system’s microphone cable is not physically cut, broken or damaged. Microphone cables are delicate and can be easily damaged. Replace any damaged microphone cables. It is not recommend that the cables be repaired as a faulty repair can cause audio problems that may be difficult to troubleshoot as well as being disruptive to any ongoing meetings that may be occurring at the time of failure.
  • Ensure that the microphone is snug and firmly connected to the microphone input port of the video unit.
  • Ensure that the video endpoints have their audio levels set to 50% and that the audio output device (audio mixer, external amplifier, speakers built into the video monitor) are also set to around the 50% mark.
Q: We are unable to hear the other video locations in the videoconference?

A:  If your site has an external audio amplifier, be sure that its volume is set above minimum. It may also be set to the wrong input or speaker selection. Do not adjust the input selectors unless you are familiar with the system.

Try the diagnostic tone generator.

  • If your system is a Polycom, the sequence is: Main Menu > System Info > Diagnostics > Audio > Generate Tone > Enter. A continuous tone should be heard over your audio system.
  • If your system is a Tandberg, the sequence is Main Menu > Audio Settings > Alert Tone > Telephone Alert Tone. You should hear a tone when you select the telephone audio tone.
  • If your system is a Picture Tel, dial 999: you should hear a sound similar to a phone ringing.
  • If your audio comes from the TV or video monitor, try pressing the line, input or TV/video button until you see snow. You should hear white noise (static) when the snow is on-screen.
Q: I hear an ‘electronic’ audio interference over the videoconference, how can we prevent this?

A:  Cell/Mobile phones and PDA’s can cause interference to the video conference audio quality when situated too close the video conference microphones. Ideally such devices are switched off or if necessary, moved as far as away from microphones as possible.

Q: We hear tapping, the movement of papers and side conversations when videoconferencing, how can we prevent this?

A:  Avoid tapping pens and fingers near the microphones. Avoid shuffling of papers. Ensure microphones are muted when another site is speaking to avoid any back ground noise.