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Ava 500 IT Administrator's Guide
3. Have someone else at company attempt to initiate a video conference directly with that endpoint. Is that
attempt successful?
Yes: Contact Technical Support.
No: Go to step 4.
4. Ask another user to start an immediate session. Does the Ava 500 successfully initiate a session with that
user's endpoint?
Yes: Pursue diagnostics with the user's video conference system.
No: Contact Technical Support.
No video at the remote user's video endpoint
1. Have someone in the meeting check to make sure that the privacy cover on the Ava 500's camera is not
closed or otherwise obstructed.
Yes: Open the cover or remove the obstruction.
No: Call Technical Support.
Video quality is poor
Diagnosing video quality problems requires determining whether the problem is restricted to only when travelling,
to a particular area in the site, or is consistent. Please try to categorize as follows before calling Technical
Support.
1. If the problem is only during travel, is it always during travel?
2. Is the problem always at a certain part of the building?
3. Is the problem constant?
No audio
If the remote user cannot hear at all:
1. Have someone in the meeting check to see if the Ava 500 mute button is on.
Yes: Turn it off and verify that the problem is solved.
No: Go to step 2.
2. Is the remote user sure their sound is on?
Yes: Contact Technical Support.
No: Have them turn it on and verify that the problem is solved.
Ava 500 is not currently accessible
When in a session, the remote user may see this message, meaning that the Ava 500 is no longer connected with
the Cloud Service. Under these circumstances the robot will try repeatedly to reconnect. The remote user should
wait for a few minutes to see if the connection resumes. Otherwise go to the Local User diagnostics for more
information.
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iRobot Proprietary
Remote User Symptoms
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