TC Trouble shooting Guide

Version 0.1

Contents
1. 2. Troubleshooting Issues.................................................................................................................... 1 General Tips......................................................................................................................................... 1 Video Issues ..................................................................................................................................... 2 No video locally (not in a call) ............................................................................................................. 2 Monitor............................................................................................................................................ 2 Camera ............................................................................................................................................ 2 Cables .............................................................................................................................................. 2 Codec ............................................................................................................................................... 2 Cant see the Menus............................................................................................................................ 3 Video Issues in a Call ........................................................................................................................... 4 Layout Issues ....................................................................................................................................... 5 Overscan (Cant see all the picture on screen).................................................................................... 5 3. Menu Control / Camera control ...................................................................................................... 7 Camera ................................................................................................................................................ 7 IR control ............................................................................................................................................. 8 HD-SDI ................................................................................................................................................. 8 4. Network Connectivity / Packet loss................................................................................................. 9 Network Connectivity .......................................................................................................................... 9 Packet Loss .......................................................................................................................................... 9 ClearPath ........................................................................................................................................... 11 Cisco Discovery Protocol (CDP) ......................................................................................................... 11 5. Software / Option & Release Keys ................................................................................................ 12 Software upgrade .............................................................................................................................. 12 Swap Software Images ...................................................................................................................... 12 Option/Release Keys ......................................................................................................................... 12 6. Audio Issues ................................................................................................................................... 14 General .............................................................................................................................................. 14 Audio distorted / Echo Cancellation not working /HDMI ................................................................. 14 No Audio ............................................................................................................................................ 14 7. Lockups/Reboots/Will not Power Up ............................................................................................ 15 Lockups/Reboots ............................................................................................................................... 15 Power up Issues ................................................................................................................................. 15 Constant rebooting ........................................................................................................................... 15 Heat Issue .......................................................................................................................................... 16 Appendix A Factory Reset Methods ................................................................................................... 17 General API command (From TC3 onwards) ..................................................................................... 17 Shortcut methods .............................................................................................................................. 17

C20 ................................................................................................................................................. 17 E20 ................................................................................................................................................. 17 EX / Touchpanel............................................................................................................................. 17 Appendix B - Information sources ........................................................................................................ 18 Appendix C - Logging ............................................................................................................................. 19 Call Logging - Method 1 ..................................................................................................................... 19 To Capture tcpdump...................................................................................................................... 19 Call Analysis ................................................................................................................................... 19 Call Logging Method 2 ....................................................................................................................... 20 Capturing all logs after a boot ........................................................................................................... 21

1. Troubleshooting Issues
Generally there are some things that should be done before troubleshooting is commenced. The concepts here are mainly for the C20 C90 codecs but can be applied to EX series as well as long as the general concepts are followed. 1.1. Ensure you understand the problem this is a challenge as tickets can come in with minimal information. If necessary check with customer/partner to clarify issue and see what troubleshooting has been done if any. Do you have xconfig and xstatus Call logs (if needed) A proper problem description with fault finding already tried 1.2. Is the latest software being used? If not ask them to upgrade and re-test. 1.3. Ask to factory reset the system before escalating to an RMA (See Appendix A) 1.4. Check if this a known issue Check grwiki technical alerts and Release notes 1.5. If you have Bugzilla access then do an advanced search here to see if this has been reported. 1.6. If you have time you can check out other resources (See Appendix B)

It is important that for each software release the release notes are read. This will give you information about known issues with that release.

General Tips
If login as root and want to enter normal codec commands you can enter tsh to start the TANDBERG application rather than starting another session and logging in as root (bye or CTRL + d to get back to root) If searching for configuration you can use //, so for example I want all the references to IR (infra-red) in the xconfigurtion I can enter xconf //ir Root access is disabled by default in TC4 check the release notes on how to enable this

2. Video Issues
Note - Dual display option is needed for C20 and C40 to output to a second screen. Prior to TC3 C40 DVI output needed option key (see TC4 Release notes) - with TC4 both outputs work (mirrored). To see the options installed check the web browser for the codec or use the command below and check for the DualDisplay key.
xstat SystemUnit Software OptionKeys

*s SystemUnit Software OptionKeys NaturalPresenter: "true" *s SystemUnit Software OptionKeys PremiumResolution: "true" *s SystemUnit Software OptionKeys HighDefinition: "false" *s SystemUnit Software OptionKeys DualDisplay: "true"

No video locally (not in a call)

This can be because of many causes so some troubleshooting is required to determine if this is a configuration or hardware issue. This could be an issue with the camera, cabling, codec or monitor so try and take steps to logically test each component. Monitor Ensure monitor is on correct input (not necessary on Profile systems) and has power. If you have another known good monitor then use this to check the output of the codec, or if you have another input device (PC, DVD) then plug this into the same monitor to confirm there is a picture. If you can see background but no menus please see below (Cant See Menus). Camera An easy way to verify the camera is working is to take the output from the camera (HDMI) and plug this into a monitor with an HDMI input and see is there an image. If you use another HDMI cable, this will rule out cable issue from camera to codec as well. If you get an image on a known good monitor, then camera is OK. If you are having a problem controlling the cameras, then please see section 3. Cables Try replacing the camera cabling and cabling from codec to the screen, use a different known working cable. Codec Login as admin and check the input and outputs to confirm signals look ok. Check the input by using this command:
xstat video input

You will see a lot of output but check that the input you are checking is connected and the resolution and frame rate details. For example to check the main camera these would be the settings to check:
xstat cam 1

*s Video Input Source 1 Resolution Height: 1080 *s Video Input Source 1 Resolution Width: 1920 *s Video Input Source 1 Resolution RefreshRate: 64 *s Video Input HDMI 1 Connected: True Check the status of the video output and ensure this matches what your screen is capable of:
Xstat video out

*s Video Output HDMI 1 Resolution Height: 1080 *s Video Output HDMI 1 Resolution Width: 1920 *s Video Output HDMI 1 Resolution RefreshRate: 60 You can try changing the video output if having issues with the screen output, for example if using HDMI 1 set this to auto or you can force a resolution:
xConfiguration Video Output HDMI 1 Resolution: Auto

or
xConfiguration Video Output HDMI 1 Resolution ?

will give you the resolutions refresh rates you can try.

Cant see the Menus

On the C series the menu is only displayed on one monitor output, on the other outputs you will just see the background image. Firstly check the menus are turned on, SSH into the codec as admin an enter command:
xconf //osd

This will show the settings currently on the system relating to OSD, the two settings to check are shown below:
*c xConfiguration Video OSD Mode: On *c xConfiguration Video OSD Output: 1

Ensure the OSD mode is on then check the OSD output to see which is being used. To change a setting enter the command without the *c, so to change the monitor output to DVI (C90) enter:
xconf video osd output: 2

There is a remote control shortcut to change the OSD output to a different input but is less reliable hence the recommendation is command line, however the shortcut is (from grwiki): 3

Restore resolution and OSD: When not in a call, press the sequence "disconnect * # * # 0 X #" where X is output 1 to 4 to change the OSD and restore the resolution (1280x720@60Hz for HDMI and 1024x768@60Hz for DVI) to the selected output.

Video Issues in a Call

A primary cause of video quality issues in a call can be as a result of network issues causing packet loss or jitter. RMAs will not help in these cases. As with all call issues it is important to understand the problem as it could be a problem with a far end system that your local user is seeing in a call. For information on packet loss please see Section 4 (Packet Loss). You can see the video and audio codec being used in the system information screen or by using the flowing command in a call:
xstat media
*s MediaChannels Call 47 IncomingAudioChannel 528 Encryption Status: Off *s MediaChannels Call 47 IncomingAudioChannel 528 Audio Protocol: AACLD *s MediaChannels Call 47 IncomingAudioChannel 528 Audio Mute: False *s MediaChannels Call 47 IncomingAudioChannel 528 Audio Channels: 1 *s MediaChannels Call 47 IncomingVideoChannel 531 Encryption Status: Off *s MediaChannels Call 47 IncomingVideoChannel 531 ChannelRole: Main *s MediaChannels Call 47 IncomingVideoChannel 531 Video Protocol: H264 *s MediaChannels Call 47 IncomingVideoChannel 531 Video FrameRate: 30 *s MediaChannels Call 47 IncomingVideoChannel 531 Video ResolutionX: 768 *s MediaChannels Call 47 IncomingVideoChannel 531 Video ResolutionY: 448 *s MediaChannels Call 47 IncomingVideoChannel 534 Encryption Status: Off *s MediaChannels Call 47 IncomingVideoChannel 534 ChannelRole: Presentation *s MediaChannels Call 47 IncomingVideoChannel 534 Video Protocol: Off *s MediaChannels Call 47 IncomingVideoChannel 534 Video FrameRate: 0 *s MediaChannels Call 47 IncomingVideoChannel 534 Video ResolutionX: 0 *s MediaChannels Call 47 IncomingVideoChannel 534 Video ResolutionY: 0 *s MediaChannels Call 47 OutgoingAudioChannel 529 Encryption Status: Off *s MediaChannels Call 47 OutgoingAudioChannel 529 Audio Protocol: AACLD *s MediaChannels Call 47 OutgoingAudioChannel 529 Audio Channels: 1 *s MediaChannels Call 47 OutgoingVideoChannel 532 Encryption Status: Off *s MediaChannels Call 47 OutgoingVideoChannel 532 ChannelRole: Main *s MediaChannels Call 47 OutgoingVideoChannel 532 Video Protocol: H264 *s MediaChannels Call 47 OutgoingVideoChannel 532 Video FrameRate: 30 *s MediaChannels Call 47 OutgoingVideoChannel 532 Video ResolutionX: 768 *s MediaChannels Call 47 OutgoingVideoChannel 532 Video ResolutionY: 448 *s MediaChannels Call 47 OutgoingVideoChannel 535 Encryption Status: Off *s MediaChannels Call 47 OutgoingVideoChannel 535 ChannelRole: Presentation *s MediaChannels Call 47 OutgoingVideoChannel 535 Video Protocol: Off *s MediaChannels Call 47 OutgoingVideoChannel 535 Video FrameRate: 0 *s MediaChannels Call 47 OutgoingVideoChannel 535 Video ResolutionX: 0 *s MediaChannels Call 47 OutgoingVideoChannel 535 Video ResolutionY: 0

This can be useful to check the codecs being used between systems and also the resolutions being used. If you are getting strange codecs being used or want to restrict the codec being used check the capset filter using the command:
xconf //capset

If nothing is set then you will see this: *c xConfiguration Experimental CapsetFilter: "" To set the capset filter to restrict the codecs used please see here. To reset the capsetfiler to be empty use the command above (without *c). It is important to know what the far end system is in the call as well. Quite often this will be a Polycom or Lifesize and we might have interop issues with these devices resulting in poor quality so an RMA in these circumstances will not help. There are known issues with the composite and S-Video video inputs shaking. However some improvements have been made in later software releases. If a call is dropping at a set time (i.e. 5 mins) every time this is the symptom of a firewall issue with some rule closing the channel at a set time. You will need to involve the firewall administrator and network teams in diagnosing the problem.

Layout Issues
If there are video layout issues it can be worth checking to see if there are custom layouts applied to the codec (C90, C60). With TC4 and the new TC Console you can design the layouts you like and save these as a startup script on the codec. To check : Use the TC console and check the video layouts or; You can see if there is a startup script on the codec. Login as root cd /user/scripts.d ls

If you see scripts in here these can be altering the video and audio configurations. You can look at the files (use cat) to see what commands are being used or open TC Console to see what is happening.
cat /users/scripts.d/startup.tsh

Currently the touch CS does not support layouts. TC Console can be used for video layouts on C60 and C90 only and can change audio settings on C40, c60 and C90. TC Console does not work with C20 or EX products.

Overscan (Cant see all the picture on screen)

Overscan (for a descrption of the issue see here) means that sometimes some screens will only show part of the image and menus and softbuttons may be off the edge of the screen. The best fix for this is to go into the menus of the screen and turn off overscan. This may be called just scan, 1:1 pixel mapping or something like this. 5

If you cant find any setting on the monitor to help with this then the less desirable option is to get the codec to produce a picture frame around the main image. This can be set using the command:
xConfiguration Video Output HDMI [1,3] OverscanLevel: Medium

to disable
xConfiguration Video Output HDMI [1,3] OverscanLevel: None

3. Menu Control / Camera control

Camera
Are they using the standard cables delivered with the system or are using their own cabling. If not using the standard cables get a diagram showing the cabling, cable types and cable lengths used. If you are having issues with camera/menu control things to check are: Can the codec see the camera, enter command:
xstat cam 1 (or whatever camera is causing the issue, by default main cam will be 1)

You should see as above that the camera is connected:True, if you see the following

Then there is an issue with the control cable from the codec to the camera (codec cant see camera), you can still get the video as this is coming from a separate cable but will not be able to control the system or move the camera. Try replacing the control cable with another known good cable, if possible also try another camera to rule out a camera issue. Also check the firmware version on the camera.
xstat cam 1

You can check the camera software ID against the release notes to ensure it is correct. Only the first camera (if daisy chained) will get upgraded the others will not which may lead to strange behaviour. Either connect each camera in the chain as the first camera until updates or arrange to upgrade them via Ethernet.

IR control
IR Control by default is normally on, on the camera and not on the system unit itself, for example on a C90 the default would be:

So check that the IR is on either for the camera or the system unit. If the camera is on, the systemunit should be set to auto or off unless the codec is in a different room to the camera to avoid the IR signal being received by both sensors and causing confusion. If the camera is set to off then the remote will have to be aimed at the codec itself for control.

HD-SDI
If using HD-SDI there are known issues with the cameras. There should be a new revision camera being released shortly for users using HD-SDI who are experiencing problems. Cable length should be greater than 3m and less than 100m.

4. Network Connectivity / Packet loss

Network Connectivity
If you are having issues connecting the codec to the network, some basic troubleshooting would be to: Verify that you are using the correct connection on the codec, some have extra LAN ports for PCs Use Another Network cable Try another switch port Try with another Switch Verify that another system works on this port

If using TC4.2/TC5, please look at the CDP section below as the codec might drop into an aux VLAN with no routing from the data network.

Packet Loss
Packet loss will result in a poor user experience and usually can be seen by artefacts onscreen. To check for packet loss in a call, check the system information screen or use the command:
xstat diag

You will see the following output, the main areas of packet loss will probably be on the video channels but can also be on the audio as well. Dropped packets are packets that did arrive but were too late to be used, lost never arrived. You can also see the jitter statistics and the channel rate. The channel rate can change dynamically depending upon how much movement in the picture etc, the call rate (xstat call) should remain the same, if this starts dropping then the call is downspeeding.
*s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 Jitter: 0 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 Packets: 232 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 Loss: 0 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 LastIntervalLost: 0 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 LastIntervalReceived: 28 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 Drop: 0 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 Bytes: 36930 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 ChannelRate: 63000 *s Diagnostics Call 45 Channels IncomingAudioChannel 504 Netstat 1 MaxJitter: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 Jitter: 1 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 Packets: 181 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 Loss: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 LastIntervalLost: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 LastIntervalReceived: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 Drop: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 Bytes: 5566 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 ChannelRate: 14000 *s Diagnostics Call 45 Channels IncomingVideoChannel 507 Netstat 1 MaxJitter: 2 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 Jitter: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 Packets: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 Loss: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 LastIntervalLost: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 LastIntervalReceived: 0

*s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 Drop: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 Bytes: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 ChannelRate: 0 *s Diagnostics Call 45 Channels IncomingVideoChannel 510 Netstat 1 MaxJitter: 0 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 Jitter: 10 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 Packets: 46 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 Loss: 0 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 LastIntervalLost: 0 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 LastIntervalReceived: 46 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 Drop: 0 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 Bytes: 7164 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 ChannelRate: 61000 *s Diagnostics Call 45 Channels OutgoingAudioChannel 505 Netstat 1 MaxJitter: 10 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 Jitter: 1 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 Packets: 374 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 Loss: 0 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 LastIntervalLost: 0 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 LastIntervalReceived: 234 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 Drop: 0 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 Bytes: 474752 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 ChannelRate: 913000 *s Diagnostics Call 45 Channels OutgoingVideoChannel 508 Netstat 1 MaxJitter: 1 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 Jitter: 0 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 Packets: 3 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 Loss: 0 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 LastIntervalLost: 0 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 LastIntervalReceived: 0 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 Drop: 0 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 Bytes: 82 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 ChannelRate: 0 *s Diagnostics Call 45 Channels OutgoingDataChannel 513 Netstat 1 MaxJitter: 0 ** end

If there is excessive packet loss or high jitter then you will need to look at the network for the reasons why this is the case. Sometimes at call setup or start of presentations the data sent can exceed the call rate causing problems for some routers, to limit this you can enable this command (then restart system), if you are having lipsync issues disable this setting.
xConfiguration Network 1 TrafficControl Mode: On

To check for downspeeding, check the current all.log if endpoint has not been rebooted or get the log.tar.gz from the historical log section after a boot and open this to find the all.log file. Search for downspeed. With packet loss situations it can be useful to know about the network setup as well. Is the media going directly between the endpoints or is it being routed via call control device. Is there any QoS being used? If the call is over the Internet, then there is no guaranteed delivery so this can cause problems. Users on ADSL links may want to limit their upstream rate on the codec
xConfiguration Conference 1 MaxTransmitCallRate: X

Where X is the maximum speed of your ADSL upstream link.

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ClearPath
ClearPath is a dynamic technology which is the implementation of a number of media resilience mechanisms that reduces the negative effects of packet loss. Good meeting experience, in conditions with up to 15% packets loss, will be possible by using this technology. For more details on ClearPath, please see the ClearPath whitepaper. ClearPath is currently implemented on C Series codecs and Movi, so if you are using these systems, you can turn on ClearPath on the C Series by using the menus or by using the following on all systems in the call.
xConfiguration Conference 1 PacketLossResilience Mode: On xConfiguration Experimental Conference 1 PacketLossResilience ForwardErrorCorrection: On xConfiguration Experimental Conference 1 PacketLossResilience RateAdaption: On

Cisco Discovery Protocol (CDP) (TC4.2/TC5 TE4.2)

From TC4.2 or TC5 (and TE4.2) the codecs will use CDP and see if there is a voice LAN. If so, the codec will use voice (Aux) VLAN Please see the appendix in the TE4 Administrator Guide to find out more about this. Be aware of this as CDP is enabled by default on Cisco switches, and if you have a voice(aux) VLAN even if not being used, then the codec will drop into this network where you might not have a DHCP server or any routing.

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5. Software / Option & Release Keys

Software upgrade
If users are having issues upgrading a unit via the web interface or TMS there is an alternative method. Rename the file for example S52000tc4_0_1.pkg to just pkg Use WinSCP or scp to login to the codec as root and copy file to /upgrade As long as the file there is just called pkg the codec should start an upgrade when the transfer is complete

Swap Software Images

The C Series codecs have two images of the software the current one and the previous version that was upgraded. It is possible to revert to the other software bank. To do this login as root via SSH or use serial and enter the command:
selectsw

You will see the two images with one active, this is the current image. To swap enter the command
Selectsw image2 (Select whichever image is not active in this example 2)

(There will be a pause then you should see the following)

Now reboot (reboot) and you should be using the other software image.

Option/Release Keys
The first thing to check is that the serial number of the system is what is recorded in the TANDBERG/Cisco systems, otherwise the key will never work and check to see the status of the option and release keys.
xstat sys

and look for the following:

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If the releasekey is false or the option keys then confirm the serial on the system is what we have for that system. You can enter the release and option keys using these commands:
xCommand SystemUnit OptionKey Add Key: xCommand SystemUnit ReleaseKey Add Key:

Ask the customer to type in the key rather than cut and paste as sometimes this may cause an issue. The release key is held in the file /mnt/base/active/rk, you can always cat this file to see the contents. The codecs product id and options are in the file /config/options. WARNING do not delete this file as it contains the codecs product id.

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6. Audio Issues
General
Audio issues can be difficult to troubleshoot. Information required - what connector is being used for audio and if in a call what is the audio codec being used (xstat media). On C40-C90 check the audio settings here - Settings -> Advanced -> Audio input levels. Here you can see the state of the audio inputs and real time information on the sounds being received, you can also see if mics are muted and what levels are set. To test audio locally you can use the ringtones.

Audio distorted / Echo Cancellation not working /HDMI

This may be because echo cancellation has been disabled so check this if applicable on the microphones. A second issue that we sometimes see is that if HDMI is being used for audio then this can be delayed by processing on the monitor. Modern TVs are quite often used and have picture processing that can delay the audio as well and as such our codecs cant echo cancel this. In this case see if the monitor has a game mode or some non processing mode to stop any video/audio processing. You can test if the monitor is the issue by attaching some active speakers to the codec output and seeing if there are still echo cancellation issues. We do echo cancellation up to 340 ms and we do it on all the audio bandwidth on C-series and E20. If you have lipsync issue try disabling this command if it is set:
xConfiguration Network 1 TrafficControl Mode: Off

No Audio
Use ringtones to test local outputs. Check the DNAM fuse if the system has a DNAM (Profiles) Attach active speakers/headphones to codec output. On C40-C90 check the audio settings here - Settings -> Advanced -> Audio input levels Check audio console in TC Console to see what the setup is (C40 C90) If TC console has been used and synced against the codec then a startup script would have been created that will re-create all the sound settings. This file(s) is located in /user/scripts.d, so you can check here to see if there is a file and you can cat the file to see what commands are being used.

There have been some issues losing audio with HDMI connections using G722. This should be resolved in TC4.1.1.

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7. Lockups/Reboots/Will not Power Up

Lockups/Reboots
As per usual ensure software is latest. Does this happen in a call or out of it as well? If this happens outside a call this could indicate a more serious physical issue disconnect from the network, change HDMI cables, try a known good PSU (C20) and factory reset still an issue then this could be an RMA. If these issues happen in a call then this is more likely a software issue rather than a hardware RMA issue. Things to check include packet loss - Packet loss has been known to cause reboots in some circumstances. What are we calling, is this another Cisco system or a 3rd party endpoint? If this happens after the codec boots you can get logs. To get logs see Appendix C Capturing all logs after boot.

Power up Issues
Checklist: Ensure monitor is working and on correct input Ensure external PSU is operational (C20) - check LED on PSU if it has one and swap to a known good PSU for testing, try another power cable (C40-C90) Are there any status LEDs on the codec/camera lit? camera is normally powered from codec so if it has power the codec should as well. Can you SSH into the system, can it be pinged? Connect a serial cable to the codec (C40 C90) and reboot any output? (The COM port RS232 is default set to 38400 baud, 8 data bits, none parity and 1 stop bit from factory) remember these are default serial values and the speed can be changed in the configuration of the codec so try other speeds as well if getting garbled output.

Constant rebooting
To stop constant rebooting sometimes you have enough time to login quickly between boots as root and enter the following commands:
touch /tmp/noboot

This will stop the codec rebooting constantly but the issue needs to be found as to why the problem is occurring and the file removed after this (rm /tmp/noboot) You can try swapping the software images in this state and then after rebooting into the old image, upgrade the codec to the latest software to overwrite the other image with the latest. See section 5 Swap Software Images. If you are still having issues, swap software images and boot into the new image. Reset the system to default values (See Appendix A) and then upgrade the system again.

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Heat Issue
The C20 does run warm. This is by design as the outer body aluminium is used as a heat sink. Cameras can run warm as well this is normal.

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Appendix A Factory Reset Methods

When a system is factory reset, you will lose all configuration, call history and local contacts. It will not remove the release key or any options.

General API command (From TC3 onwards)

xCommand SystemUnit FactoryReset Confirm: Yes

Can be issued by serial if IP access not available (default: 38400 baud, 8 data bits, none parity and 1 stop bit from factory)

Shortcut methods
C20 E20 Press ' * ' twice Press 'Presentation' Press ' # ' twice When powered down, pressing the power switch for fifteen seconds (until the green LED in the front of the system turns red). Now confirm the reset by two short presses within the next five seconds.

EX / Touchpanel From TC4.2 you can factory reset from the admin settings page. By using the power button: Unplug power cable Replug power cable Immediately when the green led in the bottom left corner lights up, press and hold the power button for 10 seconds (the led will turn off), until the green led lights up again. Push the power button twice within two seconds (two short pushes)

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Appendix B - Information sources

Release notes Bugzilla GR Wiki US Forum (internal) Developer.tandberg.com Forum for System Integrators mainly US Forum (External)

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Appendix C - Logging
Always ask for an xstatus and xconfig from the codec. If issues in a call ask for an xstatus in the call as well (useful for diagnostics and media) To capture the call you can use the method below. If having a problem in a call a log from both sides of the conversation are preferable although not always possible to get.

Call Logging - Method 1

One easy way of capturing logs is to use tcpdump on the codec. The beauty of this method is that these can be imported into Wireshark for analysis and it is easier to quickly see what is happening. There are a few caveats however. If using SIP set default transport to TCP or else if TLS you will not see the SIP messages, so set to TCP if possible. Wireshark can decrypt SSL (TLS) traffic as long as you have the private key see here. Logging can only be taken for a maximum of around 10 minutes any more will fill the codecs internal space and cause a boot.

As long as you are aware of the above to take a log is simple: CAUTION: In TC4.0 the root access has been disabled by default for this release. Root access can still be enabled by login as Admin and execute the API command: systemtools rootsettings on <password> If password is omitted, the root access will be enabled without any password. This is not recommended! To analyse in Wireshark using the graphical flow chart it is important to capture the whole call so ensure tcpdump is running before the call is placed and only stopped after the call is dropped. Always get an xstatus xconfig and if possible an xstatus in the call itself To Capture tcpdump Firstly restart the codec to clear logs Login to codec as root (see above for TC4.x) Enter commend tcpdump s0 w /tmp/log.pcap Place the call Wait for problem Hang up call Ctrl C to stop capture Call Analysis Use WinSCP to login as root and navigate to /tmp and download the log.pcap file Reboot the codec once you have the file to clear /tmp Open this file using Wireshark Telephony -> VOIP 19

You should see a completed call (capture must start before call is placed and terminated after hang up) Click on the call and Flow and you will see the call flow Clicking on a SIP/H323 message will highlight that packet in the capture window so you can investigate further.

If you want to be really comprehensive you can also get the historical log log.tar.gz as this will show all the logging from the codec during this session. If you are collecting this it is important that you rebooted before and after the call (after collecting pcap file) so that only the call you are interested in is in the log file.

Call Logging Method 2

Again always recommend getting and xstatus and xconfig in addition to the logs below. This logging is captured in the application.log file. I would recommend rebooting before call logging and after and then collecting the historical log file (see section below collect all logs after a boot). To start H.323 Logging (H.245, Q931, RAS and RTP statistics): Log in as admin using ssh, telnet or rs-232, then issue the command: log ctx H323Stack debug 9 log ctx RTPStatistics debug 3 (provides information about packet loss, jitter etc. Available from TC1.1) Make the calls and collect the application log (described in point 3 above. Collect from Current). Turn off the log by either reboot the system or issue the command: log ctx H323Stack debug off log ctx RTPStatistics debug off

To start SIP logging (get all SIP messages): Log in as admin using ssh, telnet or RS-232, then issue the command: log ctx SipPacket debug 9 log ctx RTPStatistics debug 3 (provides information about packet loss, jitter etc. Available from TC1.1) Make the calls and collect the application log (described in point 3 above. Collect from Current). Turn off the log by either reboot the system or issue the command: log ctx SipPacket debug off log ctx RTPStatistics debug off SIP and H.323 logging can be combined if needed to trace both at the same time. Then you only need to enable the RTP statistics once. RTP statistics is optional but will provide useful information about packet loss, dropped packets, jitter etc. For now the application.log is limited to 1mb only. This storing space will hold approximately 18 minutes of logging before the call is wrapped and started all over again. The first time a log is wrapped after boot it can be found here: /var/log/application.log.save. You can use WinSCP to collect this file. To make sure this possibility exist you will have to make sure the codec is booted before you start any tracing. Otherwise you will only be limited to 1 file. The second time the file is wrapped, the information will get lost. 20

Capturing all logs after a boot

Login to the web interface Go to historical logs Select log.tar.gz this will be the last log before boot All logs are compressed into this file

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