Instructional Technology Support Services: Interactive TV  Virtual Helpdesk

If a site cannot hear the instructor:

  1. Check to see if the audio mute prompt is displayed on the Tandberg panel.  If it is, press the MUTE button to un-mute the audio.
     
  2. Press the VOLUME button next to the up arrow to increase the audio volume.
     
  3. Adjust the volume on the television sets in the classroom.
     
  4. Try disconnecting the site and then connecting it again.  Do not do this if you are not familiar with placing calls on the Tandberg System.
     
  5. Try resetting the codec at the receiving site that is experiencing the problem.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.
     
  6. If several, or all of the sites, cannot hear the instructor, disconnect all sites at the site of origination. Then, reset the codec at the site the instructor is teaching and re-connect the sites.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.

If a site cannot see the instructor:

  1. Is REMOTE display selected on the Tandberg panel at the receiving site?
     
  2. Is LOCAL display selected on the Tandberg panel at the site where the instructor is teaching?
     
  3. Is Instructor Camera selected as the live source on the Tandberg panel at the site where the instructor is teaching?  Press the Instructor Camera icon.
     
  4. Is the camera positioned where the instructor is sitting or standing?  Adjust the camera by touching one of preset camera position icons on the Tandberg panel.
     
  5. Are the television monitors plugged-in to a wall outlet and turned-on?
     
  6. Try disconnecting the site and then connecting it again.  Do not do this if you are not familiar with placing calls on the Tandberg System.
     
  7. Try resetting the codec at the receiving site that is experiencing the problem.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.
     
  8. If several, or all of the sites, cannot see the instructor, disconnect all sites at the site of origination. Then, reset the codec at the site the instructor is teaching and re-connect the sites.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.

If a site cannot hear the Computer, VHS, or DVD audio:

  1. Check to see if the audio mute prompt is displayed on the Tandberg panel.  If it is, press the MUTE button to un-mute the audio.
     
  2. Press the VOLUME button next to the up arrow to increase the audio volume.
     
  3. Adjust the volume on the television sets in the classroom.
     
  4. Is the computer's audio output muted or volume set too low?  Double click on the speaker icon on the task bar. Then, make sure the mute box is unchecked.  If necessary, adjust the computer's audio output by sliding the volume control with the mouse.
     
  5. Try disconnecting the site and then connecting it again.  Do not do this if you are not familiar with placing calls on the Tandberg System.
     
  6. Try resetting the codec at the receiving site that is experiencing the problem.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.
     
  7. If several, or all of the sites, cannot hear the instructor, disconnect all sites at the site of origination. Then, reset the codec at the site the instructor is teaching and re-connect the sites.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.

If a site cannot see the Computer, Document Camera, VHS, or DVD Video:

  1. Is the Computer, Document Camera, or VHS/DVD power turned on?
     
  2. Is the PC Presenter, Document Camera, or VCR selected as the live source? Press the PC Presenter, Document Camera, or VCR icon on the Tandberg panel to transmit the device.
     
  3. Are the television monitors plugged-in to a wall outlet and turned-on?
     
  4. Try disconnecting the site and then connecting it again.  Do not do this if you are not familiar with placing calls on the Tandberg System.
     
  5. Try resetting the codec at the receiving site that is experiencing the problem.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.
     
  6. If several, or all of the sites, cannot see the instructor, disconnect all sites at the site of origination. Then, reset the codec at the site the instructor is teaching and re-connect the sites.  Do not do this if you are not familiar with resetting the codec and placing calls on the Tandberg system.

Further assistance, including a personal tutorial session, may be arranged by contacting Bob Trybalski, Coordinator, Instructional Technology Support Services (931) 540-2869.