Equipment Troubleshooting
The system does not work / won’t power up
• Verify that the system is plugged into the power outlet.
• Verify that the network cable is plugged into the appropriate port in the wall.
• Verify that the cables are securely plugged into the back of the codec.
• Call the OTN Service Desk if the above has been checked and problem persists.
I cannot connect to a site
• Check that all cables and plugs are securely plugged in.
• Check that you have the correct site selection.
• Call OTN Service Desk for assistance.
I cannot hear the other site
• Verify that the other site has un-muted their microphone.
• Verify that the other site has positioned their microphone correctly, if the microphone
is movable
• Verify that your site has its volume turned up.
• Call the OTN Service Desk if the above has been checked and problem persists.
I hear echoes when I am speaking to the remote site
• Echoes are always caused by the far site in a call. Have the far site decrease the
volume and make sure that their microphones are placed away from the system and
monitor speakers.
I cannot see the other site
• Verify that your monitor is turned on.
• Make sure that the other site has their camera positioned correctly (not aimed at a
wall).
• Call OTN Service Desk if the above has been checked and the problem persists.
My monitor is displaying black and white (no color)
• Check that all cables and plugs are securely plugged in at the back of the codec.
The session was interrupted and connections lost
• Keep system on, attempt to reconnect.
• Call the OTN Service Desk if the above has been checked and the problem persists.
My screen is dusty and has finger marks on it
• Clean with a damp cloth after turning off the monitor.
• To keep the system looking brand new, periodically clean it with a mild detergent
solution.
• Never use strong solvents such as thinner or benzene, or abrasive cleaners since
they will damage the cabinet.
• As a safety precaution, unplug the system before cleaning it. Never attempt to
sterilize this unit. If required to be used in a sterilized environment, use suitable
protective covers.
Copyright Ontario Telemedicine Network
October 2009
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