Things for Site Facilitators to check before calling the ITS Help Desk

Things for Site Facilitators to check
before calling the ITS Service Desk

Is power turned on for all hardware components including the Cisco router, the CODEC, all video and audio monitors/speakers, cameras, mic mixers, audio amplifiers, etc.? Remember that there may be multiple power sources for different components.

Is the T1 port light on the Cisco 3810 "GREEN"? If the light on the 3810 is "AMBER" or "YELLOW", conduct the appropriate loopback tests to isolate where the problem resides (see NCIH Troubleshooting Guide posted on the NCIH web page ). Check for any RED ALARM lights on the Telco's Extended Demarc. You may need to recycle power to the 3810 unit (alert your LAN Administrator that internet access may be interupted briefly). (See NCIH Physical Pathway Diagram for further assistance)

Are all power indicator lights visible on other hardware components? If they are not, reboot the individual piece of equipment. Depending on the configuration of your site this may mean recycling the entire rack.

Was your session scheduled properly? Check with the session originator or the Interactive Web Scheduler to make certain it is listed and that the date and time are entered correctly. It's a good practice to have a record of all session IDs available.

Have all sites been "connected" to the network (i.e., have all sites dialed into the conference from their respective CODECs? It's a good practice to have all NCIH site contact numbers available for each session.

Are all cables connected securely on the back of the CODEC, expansion chassis, Cisco 3810 router, cameras, monitors, etc.? (If you are using a VTEL CODEC, see VTEL CODEC/Chassis Diagram for further assistance)

If these tests do not resolve your problem, contact the contact the ITS Service Desk: Phone: 919-754-6000 or 1-800-722-3946