Help and troubleshooting

FAQs

How do I keep my video conference software running in the background or auto start when I start the PC?

Go to Setup (spanner icon on upper-left corner of the software interface ), select General and check the box for Auto-start Application in Background and click on OK.

How do I connect via the Monash wireless network?

Go to Setup (spanner icon on upper left corner of PVX), select Network and then Connected over VPN.
Choose the network adapter, select Cisco Systems VPN Adapter. Select Apply and OK.

How do I connect from home?

Video conferencing from home is possible but support cannot be provided due to the wide variety of router and ISP configurations that users may have. If you are experiencing problems, consider the following:

If you are using Polycom PVX, go to Setup (spanner icon on upper left corner of PVX), select Network and select Behind a NAT/firewall. Click on Apply and OK.
Configure home router for port forwarding. A list of required ports are available.

I cannot make a call

Have you restarted your Polycom PVX after installation and configuration?
Are you registered to the gatekeeper properly? Before you can make a call, check that you are listed in the Monash videoconferencing directory. You may have to restart your Polycom PVX to register with the gatekeeper. You can only register with the gatekeeper ONCE, i.e., you cannot register with the same name and/or VoIP number twice.
Are you using the correct network adapter (especially laptops, wireless/wired)? Go to Setup then Network then Choose your network adapter, instead of using Windows default adapter.
Do you have firewall or are you connecting from home? You may need to configure your firewall settings or home network. A list of required ports are available.
Do you have a working Internet connection?

I cannot see my own video or people cannot see my video when I call them

Your webcam may not have been installed properly or not working properly. Make sure the webcam is properly connected and appropriate drivers installed.
Your Polycom PVX maybe using another video input device. Go to Setup then Video and Select Camera.
You may have another application running that may affect the video from the webcam, e.g. video codec management software.
Polycom refuses to use the webcam: Try Splitcam to capture video from webcam and select Splitcam Capture in PVX as Preferred Camera in Setup then Video. Must make sure SplitCam is running before starting PVX.

I cannot hear the other party properly

First determine whose endpoint is having audio issue by calling other users.
Make sure the audio devices are properly plug in or connected.
If using Logitech webcam's microphone, some noise will inadvertently be heard. The noise should be low enough to be tolerant; and if not, the driver for the webcam may need updating.
Try another audio input device, go to Setup then Audio and select from the Audio Input Device list.
A Logitech USB Headset is highly recommended for unresolvable audio issues. For most machines, you only need to plug in the headset and it works.

I get inaccurate caller information when receiving calls

Your Polycom PVX Local Directory may have inaccurate entries. Go to Directory (right-side of PVX), select Category then Local (left-side of PVX's Directory), and delete all entries with IP address 130.194.12.241.
To prevent inaccurate entries being saved into the Local Directory in future, avoid saving other party's information into Local Directory AFTER making a call. The Global Directory in Polycom PVX has reliable information of other video conferencing users or make calls by clicking on "callto:" links in the Monash videoconferencing directory.