Equipment References
HDX 4000/8000 codec power button
Crestron Power button located on the left hand side.
HDX 9004 codec button
(ie. Touch pad)
Troubleshooting Tips
Blue screen instead of the normal Polycom Dialing menu.
1. The codec is either turned off or in an error state (amber power light???). If in an error
state you will need to press the power button and hold until the light starts flashing to
shutdown the unit. When the light stops flashing you can press the power button to
restart the codec.
My Dial String does not work.
1. First try adding 88 to the beginning of the dial string. A lot of sites do not tell you that
they have a Supernet connection. Adding the 88 tells our system to use the Supernet
when dialling out.
2. Check to see that you copied/entered the dial string correctly.
3. Contact the far site and verify the dial string.
Using the Crestron to enter the dial string
1. The dial string enter field is not long enough to display the whole dial string. This should
not be a problem, just continue entering the information.
2. Press the dial button on the Crestron
3. If the connection fails – check what is entered using the Polycom remote and going to
Place a Call on the displayed on the projection screen.
4. For some reason some of the Crestrons are not retaining the full dial sting information.
You should be able to add in the missing values.
Tip: Once you have used the “Place a Call” once, the number is stored in the recent calls list
(third button down). If you highlight the number in this list you can then cursor to the left
and select Options. You should be able to add this number to your favourites list under
the Directory button choice.
What do I do if my VC Session unexpectedly shuts down?
1. You called the far site -- Dialled out
a. If your VC session suddenly quits you may need to wait for the projector to cool
down before you can redial.
b. Redial the far site or virtual classroom.
2. Far site called you --Dialled in
a. If your VC session suddenly quits you may need to wait for the projector to cool
down before you can redial.
b. Call the lead site and let them know that you have been dropped from the video
conference. If this is a Tele-health (Phone: 310-VTAC (310-8822) Email:
ahs.vtac@albertahealthservices.ca) or Government of Alberta (Phone: 780-644SNVC (780-644-7682) Email: VCHelp@gov.ab.ca) sponsored video conference
session you will need to contact their technical help desk.
See your site on the SmartBoard – NOT the computer image
1. Use the Crestron Panel
a. choose Video‐Conference
b. choose Dial Screen
c. Under SmartBoard Image choose Podium PC
OR
1. Use the Crestron Panel
a. choose Computer Select
b. choose Podium PC
Smart Board interactivity Problems
2. No light – Computer is either not turned on or the USB cable is disconnected
a. Check to see if computer is turned on – if not, turn it on.
b. If computer is turned on try restarting the computer
c. Check that the Smart Board USB cable is connected to the computer
i. This is best done from the rear access panel
ii. Or, pull the computer out of the cabinet – be careful not to disconnect
other pieces
iii. If the USB cable is connected than trace the route out as far as possible
just in case there is a connection made elsewhere.
iv. When the Smart Board USB cable is connected to the computer the Smart
Board light should come on. Refer to notes below for other
troubleshooting steps.
3. Red light – Smart Board did not connect properly to the computer
a. Restart computer
4. Flashing Green light – Partial Interactivite responses – only move the mouse
a. Choose Computer Select
b. Choose Laptop on Podium
c. Wait 30 seconds
d. Choose Podium PC
e. If this does not fix the problem try restarting the computer
f. Note this procedure should work for partial connectivity to a laptop in the reverse
order.
Conference Audio troubles
1. Is the near or far sites muted
a. Choose Video Conference
b. Make sure the Mute and Privacy buttons are green (not selected)
c. Make sure volume levels for microphone and videoconferencing are up
d. There are mutes buttons for Teleconferencing, Computer select, Blue Ray DVD,
and projector screen – again make sure these buttons are not activated.
e. If this does not fix the audio problems Restart the codec
f. If restarting the codec does not fix the audio problems Restart the complete video
conferencing setup
2. Feed Back
a. Choose Video Conference
b. Check the microphone volume -- it may be turned up too high
c. Check the conference volume -- it may be turned up too high
3. Computer volume
a. Check that the media player or youtube player has its volume turned up
b. Check that the computer volume is turned up
c. Check the Crestron for Computer volume control
i. Choose Computer Select
ii. Make sure the mute button is not muted (green color – red means it is
selected/activated)
iii. Make sure the volume is turned up
d. As a side note, make sure that you have the correct computer selected – check that
if you are using the Podium PC that it is the computer selected on the Crestron.
Conference video troubles
1. No video
a) Is the camera on (turned away from -- pointing at the wall)
i. Check for power
ii. Is there a cover blocking the camera lens
iii. Unplug and plug in the camera’s power supply
iv. Restart the codec
2. Incorrect video image
a) Check which camera is currently being used
i. Choose Video Conference
ii. Choose Camera Control
iii. Main Camera points towards the presenter
iv. Audience camera points towards the audience
v. Use the up/down and left/right arrow keys to move the camera around, and
use the zoom control to zoom in or out.
b) Check that you are displaying the correct video feed – large image is of your site
and not the far site
i. Choose Video Conference
ii. Use the swap button to exchange the large image for the small PIP (picture
in picture) image.
iii. Use the PIP to move the location of the PIP image to one of the four
display corners or not to show at all.
iv. Make sure you are not sending content
1. Choose the People + Content button and press the Stop Sending
button
c) Video image is correct but looks like you are looking through a fogged window
i. The camera is pointed at one of the screens and is sending that image.
1. Change the camera that is being used to send the image.
2. And/or move the camera so that it points at the presenter instead of
one of the screens.
Sending Content
1. For the Document Camera
a) Is it on?
b) Is it being sent to the Smartboard?
i. Choose Document Camera
ii. Choose Send Document Camera to Smartboard
iii. Choose Video Conference
iv. Choose People + Content
2. For the Blue Ray / DVD Player
a) Is it on?
b) Is it being sent to the Smartboard?
i. Choose BluRay
ii. Choose Send BluRay to Smartboard
iii. Choose Video Conference
iv. Choose People + Content
3. For the Laptop Computer
a) Is it on?
b) To send computer content the resolution needs to 1024 by 768
c) Is it being sent to the Smartboard?
i. Choose Computer Select
ii. Choose Laptop
iii. Choose People + Content
The PIP is of the whole conference and the large image is either blank or a computer image
 Nothing is actually wrong. What is happening is the far site is sending content. Some
systems can send both content and video images. Our setup can only receive and send
video or content, but not both.
Crestron does not respond when tapped
1. Crestron is on but says it is disconnected.
a. Find the Linksys device and unplug it.
b. Wait 30 seconds and plug it back in again
c. It may take the Crestron a few minutes to find the wireless and reconnect
2. Check for green lights on the top left hand side of front panel
a. If there are no lights press the button located on the left hand side of the panel,
about half way down. This should wake up the Crestron Screen
b. If the Crestron is turned off then pressing the side power button should turn the
unit on. The power up cycle will take several minutes to complete.
3. Crestron is on but nothing happens when I press a button
a. Sometimes the Crestron losses contact with it wireless connection to the system.
Remove the Crestron from its pedestal and move it to another location.
b. Press and hold the power button to force the Crestron to power off. Once all the
lights go out press the power button again to start the power up cycle. This will
take several minutes to complete.
4. If the above steps do not fix the Crestron than its battery may needs replacing. Have one
of the LANtechs arrange for a new battery to be sent out to your site for replacing.
Accessing Video Conferencing Menu System
1. Enter the video conference dial string
2. Use the cursor keys to navigate to the appropriate menu choice (if needed)
3. When you need to enter either the Conference ID number or select a conference from the
list press the Touch pad key on the remote
4. Press the Touch pad key again to make is go away.
Using the Equipment without the Crestron
1. There should be remotes for all the various pieces of equipment:
 Blu-ray player
 LCD projector
2. Use the Polycom Remote to:
a. Change Projector input/outputs
(sample – number of inputs and outputs may vary)
i. Find the EXTRON SWITCHER
ii. Press the appropriate input source, see below
 INPUT 1 – POLYCOM (Videoconference)
 INPUT 3 - PC
 INPUT 4 - LAPTOP
 INPUT 5- FRONT CAMERA TO OUTPUT 6
 INPUT 6 - BACK CAMERA TO OUTPUT 7
 INPUT 8 - DOCCAM
iii. Press the appropriate output button(s), see below
 OUTPUT 1 - SMART PROJECTOR
 OUTPUT 2 - VIDCON PROJECTOR
 OUTPUT 3 - BACK LCD
 OUTPUT 6 - CAMERA 1 ON POLYCOM
 OUTPUT 7 - CAMERA 2 ON POLYCOM
iv. Press the Enter button to make it happen
b. Enter a dial String
i. Use the Polycom remote to cursor to the appropriate menu choice (Place a
call, Global Directory, Favorites)
ii. For the Global Directory and Favorites you should be able to cursor to and
select/enter or use the Green phone button to call the highlighted selection.
iii. For Place a call entries you would use the number pad on the Polycom
remote to enter the numbers. To get the @ or do letters it works better if
you use the virtual keypad.
1. Press the keyboard button on the Polycom remote
2. Use the cursor keys to move around on the virtual keyboard
3. Press the enter button on the Polycom remote to select that
character
4. Press the keyboard button to make the virtual keyboard disappear
c. Send content
i. Press the Send content button on the Polycom remote
ii. Use the cursor keys to highlight the appropriate device
iii. Press the enter key to select highlighted entry