Leaflet

662: What should I do before contacting TAC?
To help TAC to identify xes and process RMAs on screen-related issues, please follow
the steps below before raising a ticket.
Examples of screen issues include incorrect image display, unusual colors, stripes, or any
other visual problems. The steps below take you through a process of elimination that allows
you to identify the piece of hardware that is at fault (the screen, the cable or the codec) and
show you how to gather some technical information that is useful for TAC.
1.
Upgrade your codec to the latest software version (it's always best to troubleshoot
on the newest software).
2. Check that the monitor is healthy by connecting it to a known healthy output device
and verify that the image is displaying correctly. You can connect a 1080p camera
directly to the HDMI on the monitor without going through the codec and you should
see an image. This is an excellent way of testing both the camera and the monitor.
3. Try a dierent cable. Check the cable pins (DVI, VGA, HDMI) and if it is a DVI cable
make sure you are not using a DVI-A (see image). If you have several types of DVI
cables, you should try them all.
4.
If the monitor is healthy you should now move on to the codec. Connect the codec to
another known healthy monitor and check if the same error occurs here.
5. Try a dierent output on the codec and see if the problem persists.
6. Important: Take a short video clip (for example, on your mobile phone) or a photo
of the problematic video output. Telnet into the codec and copy the output of the
‘xConguration’ and ‘xStatus’ commands. Provide all this information to TAC when you
raise the ticket, together with the results of the tests you have done.
By following these steps you help the TAC team to identify and resolve your problem as
quickly as possible.
Applies to the following products:
y SX10 Quick Set
y SX20 Quick Set
y SX80
y Codec C20
y Codec C40
y Codec C60
y Codec C90
y MX700
y MX800
Related questions:
303: My C Series Codec does not seem to boot up (no video is displayed on the monitor),
why?
667: My computer is connected to the DVI-I input, but the desktop is not displayed on the
screen. Why?
There can be several reasons to this:
The system fails to detect the DVI-I input source type
The DVI-I input is capable of reading both digital and analog input signals. The system
auto-detects the signal type by default. However, in some situations, it may be necessary to
manually set up the system to the correct input signal type.
1.
Tap the Adjustments icon in the bottom left corner on the Touch controller main menu.
2. Select Settings > Display settings and set the DVI Mode.
The computer does not support the resolution
The computer is not capable of outputting any of the supported input resolutions dened
on the system.
The computer graphics card does not have the latest driver installed
Check that you are running the latest driver available from your graphics card vendor.
The cables are not connected properly
Check that the cables are connected.
Applies to the following products:
y SX10 Quick Set
y SX20 Quick Set
y SX80
y MX200
y MX300
y MX200 G2
y MX300 G2
y MX700
y MX800
y EX60
y EX90
Cisco TelePresence TC Endpoints
D14865.03 TC Endpoints Knowledge Base Articles | APRIL 2015 Copyright © 2011–2013 Cisco Systems, Inc. All rights reserved.
21
Knowledge Base Articles
Contents
Introduction
Questions
Contact
Questions and answers
Appendices
Questions and answers