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Issue
Equipment does not turn on
Picture is blank on the monitor
"No network connection" message
is displayed in top left corner of
screen
Near-end site unable to hear or see
the picture from far-end peripheral
Laptop is not displaying your
presentation
Issue
Far end site unable to hear you
Unable to hear far end site
Audio distortion from far end site
Echo or distortion at near end
when people speaking
Voice activation no longer working
Rev 10May2017
TROUBLESHOOTING
Video Issues
Possible Cause
• Power cables are unplugged
• Power button is not turned on
• Network cables are unplugged
• System has gone into "sleep" mode
• Monitor has been powered off
• Monitor input has changed
• Equipment is not connected to an
MBT network drop
• Cables are not properly connected
• Share has not been selected or you
have not pressed OK on the remote
• Wrong resolution selected
• Share option has not been selected
• Wrong presentation mode on laptop
Audio Issues
Possible Cause
• Your microphone is muted
• Your microphone is obstructed or too far
from the person speaking
• Microphone is muted at far end site
• Near end monitor and/or codec volume is
too low
• Far end site monitor volume is too high
• Far end microphone is situated too close
to the monitor
• Speaker/volume is too high on far end
monitor
• You may have overridden the voice
activation
www.mbtelehealth.ca
Quick Reference Guide
TRC6 Remote
Service Desk 204-940-8500 Option 4
or toll-free 1-866-999-9698 Option 4
Resolution
• Check that the power cables are plugged in
• Ensure the power on each piece of equipment is turned on
• Check that the network cable is plugged into the MBT drop
• Pick up the remote, system will reactivate in normal mode
• Turn the monitor on
• Check to see if the monitor input has been changed (using
the select or input button on the TV Monitor)
• Check that network connection is plugged into the "MBT"
network drop
• Check for correct input selection on remote control
• Check that output from laptop or patient camera are
connected properly
• Change the setting to 1280 x 720 under Display Settings
• Select Share from the onscreen menu options
+
keys and select Duplicate
• Press the
P
Resolution
• Un-mute your microphone
• Check microphone and ensure it points towards
the person speaking
• Ask far end site to un-mute their microphone
• Increase the volume on the monitor and/or the codec
• Ask far end site to turn down the volume on their
monitor
• Ask to move microphone further away from monitor
• Ask far end site to turn volume down on their monitor
• Reactivate it by selecting the participant box, scroll
down to the MCU site and press OK. Use the left/
right arrow keys and keep scrolling until you see the
presenter
icon. Voice activation is now in effect.
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