Troubleshoot; General Troubleshooting - Polycom realpresence group series Administrator's Manual

Troubleshoot

General Troubleshooting

The following table provides general troubleshooting information, including symptoms, problems and
possible solutions.
Symptom
The RealPresence Group system
does not respond to the remote
control.
Picture is blank on the main
monitor.
The monitor remains blank after
you pick up the remote control.
When using two monitors, the
second monitor is blank.
You lost the administration
password for your system or
device.
Polycom, Inc.
Problem
The remote control battery is not
charged.
The room lights operate in the 38 Kz
range and interfere with the remote
control signals.
A touch control device, such as the
RealPresence Touch or Polycom
Touch Control, might be paired to the
room system.
The room system is sleeping. This is
normal after a period of inactivity.
The monitor is powered off.
The monitor's power cord is not
plugged in.
The monitor is not correctly
connected to the room system.
The room system is not configured
for more than one monitor.
You cannot access the
administration settings without a
valid password.
Solution
Charge the remote control battery.
Turn off the room lights and try the
remote control again.
Only one device can be paired at a
time. To use the remote control,
unpair the touch control device.
Pick up the remote control to wake
up the system.
Power on the monitor.
Connect the monitor's power cord
and the power on the monitor.
Verify that the monitor is connected
correctly according to the set up
sheet that you received with the
system.
Go to Admin Settings > Monitors
and configure the second monitor to
Auto or Manual.
Refer to the factory restore topics to
learn how to reset your system.
203