New Troubleshooting Features In Tc6; Video Problems - Cisco TelePresence C20 Troubleshooting Manual

New troubleshooting features in TC6

A Diagnostics section on the web interface was introduced in the software version TC6.0. if there is
a problem with your system you will see a notification in the Home screen when you first login to the
web interface. From here you can click on
problem (Figure 6).
Figure 6 - Potential Problem with Your System
Once you have clicked this link or clicked Diagnostics -> Troubleshooting
tics run on the system with any error messages highlighted in red with Error. in the example below you
can see that the system is set to use H.323 as the default call protocol, but H.323 has been disabled
meaning all calls will fail by default.
Figure 7 – Specific Problem on System
For descriptions about warning and error messages displayed on this screen in the web interface and
possible methods to resolve these see "Appendix E – Web diagnostics and on screen error messages
and warnings" on page 35.
D15029.01 Troubleshooting Guide TC6.0, April 2013.
Diagnostics -> Troubleshooting to see the details of the
you will see a list of diagnos-

Video problems

if you are having problems with the video quality there can be several reasons for this. The problem
may be your equipment, but it can also be a fault from the far-end that you are seeing and issues can
be related to multiple factors. it is important to identify the source of the problem and then troubleshoot
from there.
One of the first questions to ask is are these problems only seen in a call. if you turn on self–view outside
of a call, is the image quality stable and of good quality on your local system?
Figure 8 - Location of self-view button on Touch and remote control
if your self-view looks good, you can probably rule out hardware issues with your equipment and
should investigate:
• "Settings effecting video quality" on page 7
• "Network related issues" on page 8
• "interoperability issues" on page 9
• "Far-end problem" on page 10
if your self-view image has issues the problem is most likely with your system. Some possibilities are:
• "Camera" on page 16
• "Monitor" on page 11
• "Codec – no self-view" on page 10
• "Cabling" on page 11
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Troubleshooting Guide TC6.0
Copyright © 2013 Cisco Systems, Inc. All rights reserved.