Many newer systems integrate quite well with older systems and with each other. For more information on integration of existing systems, please speak to your sales representative.

Your salesperson will be happy to speak with you. However, for the fastest and most effective possible support, please call the Customer Support Center at 888-477-6225.

Check the lifetime you have left on your projector bulb. If the bulb is near the end of its life, it may need to be replaced. If this does not fix the problem, please call the Customer Support Center at 888-477-6225.

Please make sure your codec and router are set to the same network speed. You can also try your codec on a different Ethernet port. If this does not fix the problem, please call the Customer Support Center at 888-477-6225.

First of all, ensure that your microphone is securely plugged in. If this does not help, or if your video is cutting out as well, please call the Customer Support Center at 888-477-6225.

Try changing your remote control's batteries. Also, make sure the batteries are properly seated in the remote. This usually fixes the problem if not please call the Customer Support Center at 888-477-6225.

Each system has its own particular application. Please speak to your salesperson for assistance in choosing the best solution for your needs.

While a reset is required on occasion, this should not be necessary on a regular basis. Please call the Customer Support Center at 888-477-6225 if resets are frequently necessary.

The newest software upgrades can sometimes include bugs or interface changes that alter how a video conferencing system operates. If your system is working well and meets your needs, it may be unnecessary or even unwise to upgrade it. For more information and advice on upgrades, please contact your sales representative.

Most new displays will work with your existing video conferencing system. For compatibility and specification information along with help selecting a new display, please contact your sales representative.

The Providea Test Center numbers:

• LifeSize IP: 64.47.30.130
• Polycom IP: 64.47.30.131
• Tandberg IP: 64.47.30.132
• ISDN: # 781-843-2066

This service is available 24 hours a day, seven days a week. Please note that the system is available on a first-come, first-serve basis. If you get a busy signal, please try again later.

It is helpful to have the company name and make/model of your video conferencing equipment. In addition, a serial number is an easy way to provide this information and may speed up the troubleshooting process. You can contact the Customer Support Center at 888-477-6225 or email.

When preparing for a Customer Support Center call, please follow these steps:

1. Introduce yourself and the facility you represent. Include the address where the equipment is located.
2. Have the model and serial number of the equipment.
3. If possible, be in the CR where the equipment is located (for troubleshooting purposes).
4. Describe the issue in as much detail as possible. What kind of call was it? Was it an IP/ISDN or multi-site connection? What was the frequency of the errors?

Tandberg
First, you must call Technical Support with the following information: hardware serial number and codec serial number (the serial number of the system is either on the back of the system by the power switch or underneath the system). Download the software for the codec by going to the Tandberg FTP website and contact your maintenance provider for the software upgrade release key.

LifeSize
For software and instructions, go to www.lifesize.com/serviceM and enter your serial number where prompted.

Polycom
Go to www.portal.polycom.com/portal_web/login.jsp and log in for software and more information.

Call Providea's Customer Support Center at 888-477-6225 for assistance.

Tandberg
1719 UDP
1720 TCP
2326-2373 UDP
5555-5580 TCP

LifeSize
TCP 1720
UDP and TCP 60000-64995
UDP 60000-64999 TCP 60000-64999

LifeSize Room System
LifeSize Room requires eight UDP ports and two TCP ports per call. Therefore, a minimum of 24 UDP ports and six TCP ports are required for a four-way call. The default port range for UDP and TCP is 60,000 to 64,999.

Open Ports
The following open ports are required for placing and receiving calls with H.323 and SIP using LifeSize Room or LifeSize Phone:

• A video point-to-point call using H.323 requires eight UDP ports, two TCP ports and a TCP port 1720. Each additional H.323 video participant requires eight UDP ports and two TCP ports.
• A video point-to-point call using SIP requires six UDP ports and a UDP port 5060. Each additional SIP video participant added requires six UDP ports.
• An audio point-to-point call using H.323 requires two UDP ports, two TCP ports and a TCP port 1720. Each additional audio participant added requires two UDP ports and two TCP ports.
• An audio point-to-point call using SIP requires two UDP ports and a port 5060. Each additional audio participant added requires two UDP ports.

Polycom
1720 TCP
3230-3235 TCP
3230-3253 UDP

Polycom HDX System
TCP 1720 (H.323 Call Signaling) TCP 3230-3243 UDP 3230-3285

Make sure the correct input is selected on the display (TV or projector) and presentation mode is selected on the computer. Many computers require you to enable a secondary output before your presentation will show up on screen. Also, make sure your computer's resolution is supported by the display. For more information and assistance, please call the Customer Support Center at 888-477-6225.

Your Crestron panel is the universal remote to all your equipment. A failure to respond may happen because some equipment is turned off at the rack. Many times, a quick reboot will solve this issue. For help with your Crestron panel, please call the Customer Support Center at 888-477-6225.

LifeSize video communications systems include a special diagnostics interface that can assist LifeSize support personnel in diagnosing product behavior. You can capture a coroner log and network trace from this interface to provide valuable information to the support team. The coroner log includes system log file data detailing the components of the LifeSize system and their status. The network trace is a standard tcpdump trace that gathers H.323 or SIP data.

Capturing a Coroner Log
Follow these steps to capture a coroner log:

1. In a browser, enter the IP address of the system followed by /support.

2. When prompted, enter the default username (cli) and password (lifesize). Note: For security reasons, LifeSize recommends you change the password. Refer to the Automation Command Line document on the LifeSize website for instructions.

3. The Diagnostic Access page displays.

4. Click the Capture button next to Coroner Info to start the capture process. Note: This process may take several minutes.

5. When complete, the page displays a Diagnostic Information section. Click the Download button next to Diagnostic Information Ready to download the diagnostics file.

6. When prompted, save the file to a location on your computer. The default filename is coroner.dat.

7. Send this file to LifeSize Support, including the following associated information:

• The activity being performed on the system.
• The IP addresses and make/model of other systems involved in the call.
• The version of software installed on the devices involved.

8. If you have multiple coroner logs, rename the files before sending them to LifeSize.

Capturing a Network Trace
Follow these steps to capture a network trace:

1. In a browser, enter the IP address of the system followed by /support.

2. When prompted, enter the default username (cli) and password (lifesize). Note: For security reasons, LifeSize recommends you change the password. Refer to the Automation Command Line document on the LifeSize website for instructions.

3. The Diagnostic Access page displays.

4. Periodically, the trace is stopped and a new trace started. You can download up to two previous traces.

5. To save the current trace, click the Download Current Trac button.

6. The browser prompts you to save the file.

7. To save the previous trace (before the last reboot), click Download Previous Trace.

8. Save the file (prefaced with old) to a location on your computer.

9. Email the trace files to LifeSize Customer Support.

Disabling the Network Trace capability
For security reasons, you may wish to disable the network trace capability. To do so, follow these steps:

1. In the Actions section of the Diagnostic Access page, click the Disable button next to Network Trace.

2. The page will refresh.

3. In the Current Status section, verify the value for Network Trace is DISABLED.