Polycom CX5100 User Manual page 21

Polycom CX5100 Unified Communication Station User Guide
Troubleshooting Audio and Video Problems
Symptom
My camera is not listed in the device
selection list.
Others don't see my video.
My video is flickering.
My video is displayed at a very low frame
rate.
Audio
Others don't hear my audio.
I don't hear audio from others.
I muted my audio in Lync, but the
microphone indicators on the tabletop unit
do not show red.
Polycom, Inc.
Corrective Action
Try the following solutions:
• Ensure that your camera cable is connected securely.
• Verify your video device settings. In Microsoft Lync, click
Options and choose Video Device. Ensure that CX5100 is
selected as the video device.
• Restart the Polycom CX5100 system.
Try the following solutions:
• Ensure that your privacy cap is raised.
• Ensure that all cables are connected securely.
• Verify your video device settings. In Microsoft Lync, click
Options and choose Video Device. Ensure that CX5100 is
selected as the video device.
• Restart the Polycom CX5100 system.
Ensure that the Power Frequency is set correctly for your locale.
From the CX5100 - CX5500 Control Panel, click System and then
click Advanced. Then, choose the Power Frequency you need.
Try the following solutions:
• Ensure the system is connected to a USB 3.0 port. A USB 3.0
port is usually blue and has a SS icon next to the port.
• Ensure that the tabletop unit is plugged in to the blue USB 3.0
port on the power data box.
Try the following solutions:
• Ensure that your audio is not muted using the mute buttons on
the tabletop unit or by using the mute button in the Lync client.
• Ensure that your microphone cable is connected securely.
• Verify your audio settings. In Microsoft Lync, click
and choose Audio Device. Ensure that CX5100 is selected as
the audio device.
Try the following solutions:
• Ensure that the far-site audio is not muted.
• Ensure that your volume is set to an audible level.
Muting your audio in Lync does not control the CX5100 system's
microphone indicators. Your audio is still muted, and the far end
does not hear your audio.
Update your Lync client to the latest version in order to have the
capability of syncing call activity in Lync with your system.
Options
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