Support - Support Frequently Asked Questions
Help Desk FAQ
Video Conferencing FAQ
Network FAQ
MeetMe™ FAQ
Video Guidance FAQ
Help Desk FAQ
Q. What are the hours of the Video Guidance Help Desk?
A. You can reach an experienced technician 24 hours a day, 7 days a week..
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Q. What are the Video Guidance call-in numbers available for testing?
A. ISDN Dial in: 952.400.2647
IP Dial in #1: 207.250.17.171
IP Dial in #2: 207.250.17.172
IP Dial in #3: 207.250.17.185
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Q. Why does the computer image look fuzzy?
A. There are many factors that could cause a computer image to look fuzzy. Video Guidance recommends that you contact our Help Desk to get assistance with troubleshooting this issue.
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Q. We’re connected to a site and we can see and hear them. On their end however, they can hear us, but not see us. They see a black screen from us. What could the problem be?
A. Your system is on the PC source. If using a Tandberg MXP, press the blue “Presentation” button. If on a Tandberg classic, press the “Main Cam” button. If on a LifeSize system, press the “Near” button and scroll to the “HD Camera 1” source. This situation would not occur on a Polycom, so if using a Polycom system, there is a different issue.
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Q. Can I record “Self View” output using my DVD recorder even though I am not in a video conferencing call?
A. Yes, as long as you have the proper input/output connections in place.
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Q. Can I replace the original ISDN/BRI cables that come with my Polycom with Cat5 cables?
A. Yes.
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Q. I am in a video call using the public internet. I am connected with the far end, however, the video is choppy or freezes. What can I do to fix this problem?
A. Since using the public Internet can occasionally cause increased latency and/or packet loss, you might try reestablishing the video call at a lower bandwidth.
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Q. How can I tell what software and what options I have on my system?
A. Press the 'menu' key and the up arrow key to access the Quick Menu for status. Use the left arrow key to select the system information icon. On this status screen you will see what software version you are currently running along with the options installed on the system.
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Q. How do I protect my codec against people hacking into it on my LAN?
A. You can assign an IP password on the codec that will prevent anyone from logging into the codec over the web page, telnet and ftp session. To implement the IP password on the codec, either telnet or connect directly to the codec and type ippassword. You can also assign a password through the security menu of the user interface or through the web interface of the system. To remove the password, you can either connect to it locally or you can remove it in the menu system. If you forget your IP Password, you have to connect to the codec directly using a RS232 cable. To clear the password, type "ippassword".
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Video Conferencing FAQ
Q. Can I connect to a person with Netmeeting?
A. Netmeeting is a PC-based video conferencing application that is limited in connection capabilities. As long as the video conferencing software or hardware platform adheres to the industry standards, most will allow for interconnectivity.
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Q. Do I need to use a speaker phone with my videoconference system?
A. Most video conferencing systems include the microphone and speakers that are required for audio communication during a video conference.
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Q. Do I need to turn off my videoconference system when not in use?
A. No. We at Video Guidance recommend that you keep your video conferencing equipment on all the time (at least during business hours). Your video conferencing system should work like a phone, always on ready to receive or place a call.
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Q. How do I connect to another videoconference site? What equipment is required?
A. As long as the video conferencing software or hardware platform at the remote site adheres to the industry standards, most will allow for interconnectivity. Some items to consider when connecting to remote sites:
- What type of network connections do they support? IP or ISDN?
- What are there video numbers? IP or ISDN?
- What speed of connection can I make to that remote connection?
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Q. Is it safe to discuss confidential matters in a video call?
A.
Using a system with encryption, the video calls will have a high level of security. The encryption process occurs automatically at the start of a video meeting without the caller having to make any adjustments to the system.
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Q. Why is it important to select a standards-based video system?
A.
Standards guarantee compatibility between different manufacturers' systems. When you select standards-based equipment you ensure that your systems are interoperable regardless of manufacturer, that they are equipped with the latest technology, and that your investment continues to pay off in the long run.
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Q. What components are required for a video meeting?
A.
The minimum required components at each endpoint of a video meeting are a microphone, a camera, a codec, a monitor and a speaker. The camera and microphone capture the image and sound, the codec converts the video and audio into a digital signal, encodes it and sends it out. The codec at the other end decodes the signal and distributes the video and audio to the monitor and speaker. Top quality videoconferencing systems can provide additional features which enhance the video meeting and system providers can help tailor-make the system for a particular meeting environment or purpose.
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Network FAQ
Q. IP or ISDN? Which network is right for me?
A. This depends on the amount of usage you have planned. ISDN is generally a lower monthly charge but on top of that you pay a per minute/hour fee for usage. IP generally has a higher monthly charge but there is no per minute/hour fee for usage—therefore a flat monthly rate, regardless of usage. If you already have a large ISDN infrastructure in your company and only make one or two short video calls per month, then ISDN may be the better solution. If you plan to implement a converged network and are a medium to heavy user of videoconferencing per month with multiple video rooms, then IP may be a better choice.
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Q. What kind of audio and video quality will I receive?
A. As a general rule, the higher the bandwidth used to connect the systems, the better the audio and video quality. When you have a video meeting,
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MeetMe™ FAQ
Q. How many sites can be connected in my bridged videoconference?
A. We can connect an unlimited number of sites in your bridged videoconference. However, if you would like to connect a very large number of sites (for example, more than 40) there may be a better technology to use. MeetMe Conferencing Services also helps you to pick the right technology for your conference.
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Q. Can telephone participants be included in a video bridged videoconference?
A. Yes, we can dial out to individual audio participants or we can connect an audio conference number for multiple audio participants.
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Q. Can ISDN sites and Internet IP sites be in the same videoconference?
A. Yes, we can connect any number of ISDN sites and Internet IP sites.
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Q. How much advance notice do I need to become a Web/Audio customer and then have a meeting?
A. Very little notice is necessary. Just give Video Guidance a call and we will get you set up over the phone. We will provide you with a passcode to use, and then you’ll be ready to hold your first Web/Audio conference.
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Q. What if I have a problem during my Web/Audio conference?
A. Operator assistance is available at all times during your Web/Audio conference by just pressing “0” on your telephone and you will be connected to an Operator.
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Q. Do I have to preschedule my web/audio conference?
A. No. With a MeetMe 7x24 web/audio account, you can start a meeting any time that is convenient for you.
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Q. What is the difference between Streaming video and a Web conference?
A. A Web conference is an interactive collaborative meeting where the presenter shares their desktop to the other users and communication is done through an audio conference. A Stream (or Webcast) is a one to many, one way presentation over the internet where users go to a specific URL from their computer to watch either a live or archived video and PowerPoint presentation.
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Q. Can I password protect my stream presentation?
A. Yes. You are able to password protect both a live stream and an archived stream.
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