Training – Troubleshooting
Contents
1. VMBTelehealth Training Troubleshooting A review of telehealth equipment and processes with additional information to provide the user with the tools and abilities to troubleshoot some of the more common connection problems including laptop connections Objectives Review knowledge gained in Telehealth 101 and 201 Gain an understanding of how to turn on and connect telehealth equipment Review of the problems that may occur before and after connection and the steps required to correct the issues Users will perform hands on laptop connection and troubleshooting Telehealth Equipment lt Camera Codec Camera A high quality imaging device used to transmit near end images to the far end site Codec The central part of the videoconferencing equipment The main task of the codec is the compression of outgoing video audio and data the decompression of the incoming information and the transmission of this information between endpoints lt Screen Monitor Remote Control Screen Monitor Displays images from the near and far end sites as determined by the codec Remote Control Used to place calls adjust Router the volume navigate screens and select options lt controls all functions of the videoconference equipment Cart Router When connected to an MBTelehealth drop the Router provides a secure connection back to the MBTelehealth network Cart Allows the equipment to be mobile2. and therefore be utilized in multiple locations within a facility Microphone not shown Is an input device used to send audio to the far end site through the codec Camera Presets Camera presets are predetermined camera positions which are useful when images from different camera positions are to be viewed by the far end site They are set up prior to the start of a telehealth event and are used to switch camera positions without having to manually move the camera MBTelehealth has 3 standard presets 1 Sign The first preset is of a sign with the site name This is an off screen camera view that allows users to move about the room without being on camera and identifies the sites that are connected The equipment should always be set to the sign preset before connecting to an event 2 Participant Patient Provider Presenter This preset is a close up view of the person or persons involved in the event Whether it is the patient provider or a presenter when setting this preset you want to ensure that the far end sites are able see the person clearly 3 Room Part of video conference etiquette includes making the sites you are connected with aware of everyone involved in the event By setting a preset of the entire room you can easily identify everyone in attendance and then switch back to preset number 2 as necessary This preset is also helpful for question and answer periods C Note See the cheat sheet included w
3. and their resolutions Possible Cause for it to be Off A REEE R router W cil E Check power source cable LNK No power to the router Power router on LINK Check power source cable Ethernet cable not plugged in to MBT drop Plug Ethernet cable into MBT drop Network connectivity compromised Call MBT Service Desk RXD Codec not powered on Power on codec Receive Ethernet cable not plugged in to MBT drop Plug Ethernet cable into MBT drop this light will flash when connected TXD Codec not powered on Power on codec Transmit Ethernet cable not plugged in Plug Ethernet cable into MBT drop this light will flash when connected Codec not powered on Power up codec Ethernet cable not plugged in Plug Ethernet cable in After Connection Once you have completed the connection to the far end site it is still possible to encounter additional technical issues These are usually audio or video Audio Issues Possible Cause s Far end site unable to Your microphone is muted Un mute your microphone hear you check for icon in top right Your microphone is obstructed or corner too far from the person speaking Check microphone and ensure it points towards the person speaking Unable to hear far end Microphone is muted at far end site Try to instruct far site to un mute site their microphone Near end monitor and or codec Increase the volume on the Volume is too low monitor and
4. aptop or PC 3 Press the Presentation button on the remote control if no presentation button press the PC button 4 lf your pc image does not appear use the function keys usually F5 F8 or F10 on your laptop or pc to display the image n 5 Ifyou have others attending at your site press the Selfview button on the remote control to swap images and display the image in the large portion of your screen 6 Once finished press the Selfview button again to return the far end site image to the large portion of the screen 7 Press the Main Cam button on the remote to display your main camera image to the far end site The following table identifies some possible issues that can arise when connecting a laptop or PC to video conference equipment siissue_ iTS Possible Cause s Laptop PC image not displayed Wrong inputs selected Select Presentation PC input on VC Equipment on VC equipment DVI VGA cables connected Check cable connections and improperly ensure they are fastened securely PC not connected message on Dual monitor display not For laptops use Fn keys VC monitor activated usually F5 F8 or F10 For PC change display settings to extended or clone unrecognized video format Display setting set to high or Change PC resolution to 800 message on VC monitor too low X600 or 1024 X 768 Additional Telehealth Training Opportunities Now that you have completed Telehealth Troubleshootin
5. g please register for the final telehealth training session identified below or contact the MBTelehealth Training Coordinator to make arrangements to meet your individual training needs Telehealth Networking For the advanced user who wants to know exactly how things work this training session will give you a look into how a telehealth network operates How to register Book a telehealth compatible room at your local facility and email the MBTelehealth Training Coordinator at jmacdonald mbtelehealth ca to be added to the session Identify the date time and session you wish to attend and include your site room and contact information so you can be contacted to confirm your registration Additional Training Topics Topic specific and individual training is also available at a user s request Email your request for a specific topic to the MBTelehealth Training Coordinator at jmacdonald mbielehealth ca and you will be contacted to make the necessary arrangements MB Telehealth Training Coordinator Jason Macdonald 204 399 6807 jmacdonald mbtelehealth ca www mbtelehealth ca Lr Ta Test Your Knowledge Y 1 Which of the following statements regarding Ethernet cable connections is false a One cable is connected to a LAN drop labeled MBT or MBTelehealth and the WAN port on the Cisco router b One cable is connected to the Ethernet port on the back of the codec and the FEO port on the Cisco router c One cable is connec
6. ith your equipment for camera preset instructions specific to your videoconference unit Video Sources Each video source button on your remote control references a video input located on the back of your codec The video inputs on the back of your codec allow you to connect various peripheral devices such as Patient Cameras Document Cameras and or Laptops to your video conference equipment for display to the far end site s The type of connection used depends on the peripheral device the four types of cables used to connect peripheral devices to video conference equipment are identified below Video Inputs There are multiple inputs and outputs located on the back of the codec Identified below are the five video inputs that are used to connect peripheral devices for display to the far end site s Back of Codec Main Cam e DVD VCR PC DVi or PC VG Connecting the Telehealth Equipment The steps for connecting telehealth equipment differ slightly depending on whether you have fixed equipment mobile equipment or even depending on what type of cart your mobile equipment sits on The two things that is consistent for all equipment is that they need power and a network connection Power In Telehealth 101 we identified that the power is connected to a standard power outlet and that depending on the type of equipment you have you may use a power bar or have a single power button for all equipment on board the cart or you
7. may need to power each piece of equipment on individually The three pieces of equipment that must have power in order for your equipment to function properly are the router monitor and codec The following table identifies the possible problems and their resolutions as they relate to power for telehealth equipment Possible Cause s Eee to connect Codec is not on Plug in and turn on codec Router is not on Plug in and turn on router No Signal message on Codec is not turned on Plug in and turn on codec monitor Codec is in sleep mode Press a any button on the remote control No power to the Monitor Power button on cart is not Turn on cart using button just Codec and Router turned on below the monitor Power bar is not turned on Turn on the power bar Individual equipment pieces Turn each piece of equipment are not turned on on individually Blank screen Monitor is not on Turn on the monitor Codec is in sleep mode Press any button on the remote control Network connection In Telehealth 101 we reviewed what an Ethernet cable is and that is it connected by plugging one end into the Cisco router and the other end into a network drop labeled MBT or MBTelehealth There is also another Ethernet cable that connects the router to the codec This cable should remain connected at all times but is a source for a possible connection error so we will review it lf your telehealth equipment is not connected
8. or the codec Audio distortion from Far site monitor volume is too high Turn down the volume on the far far end site end monitor Echo or distortion at Far end microphone is situated too Ask to move microphone further near end when people close to the monitor away from monitor speaking Speaker volume is too high on far Ask far end site to turn volume end monitor down on their monitor Video Issues Possible Cause s Picture is blank on the System has gone into sleep Pick up the remote system will monitor mode reactivate in normal mode Monitor has been powered off Turn the monitor on Monitor input has changed Check to see if the monitor input has been changed using the select or input button on the TV Monitor Near end site unable to Proper input has not been Check for correct input selection hear or see the picture selected on remote control from far end peripheral Cables are not properly Check that output from laptop connected patient camera VCR or document camera are connected properly Laptop PC Connection Laptops or PCs can be connected to the video conference equipment in order to display information to the far end site s This information can include PowerPoint presentations as well as documents and images for review 1 Plug in and turn on the laptop or PC 2 Connect either a VGA or DVi depending on the codec cable to the back of the codec then connect the other end of the cable to the l
9. ted to a LAN drop labeled MBT or MBTelehealth and the FEO port on the Cisco router 2 What three pieces of telehealth equipment must be turned on before an event can take place a Monitor Microphone Cart b Codec Camera Remote c Codec Monitor Router d Router Cart Monitor 3 Which of the following statements regarding the indicator lights on the Cisco router is false a The VPN light will be off if the codec is not turned on b The RXD light flashes when connected properly to show data being received c The Ethernet light will be on if the codec is turned on but not connected to the network d The Ok light is on when the router is powered on 4 Which of the following Audio issues can be corrected by moving the microphone farther away from the monitor a Distortion or echoing b Far end site unable to hear you c Unable to hear the far end site d Quite presenter 5 True or false pressing any button on the remote control will wake the codec from sleep mode a True b False 6 Which of the following statements regarding Laptop PC connections is false a Selfview allows you to display the PC image full screen for the attendees at your site b Laptops are connected by VGA or DVi cables c The Presentation or PC button accesses the laptop or PC input d The unrecognized video format message is caused by improper cable connection Mo CO 10 Ybry oop shuns Aeydsip panosu Aq pasnes si abessau siyy p am se apou daays
10. to the network you will receive warning messages on your main menu and the following icon will appear in the top right on your monitor pn The warning messages are listed below IP Connection Warning You will not be able to place calls on IP The IP network is not connected Please check your network Connection H323 Gatekeeper Warning Gatekeeper registration has failed lf you are not connected to the network you will be unable to connect to a far end site If you try connecting your call status will change from Calling to Call Cleared Disconnected and then will return you to your main menu screen To resolve the issues listed above check to ensure your Ethernet cable is connected to the WAN port on the Cisco router and to a LAN drop that has been labeled MBT or MBTelehealth Additionally you will want to check that the other Ethernet cable is connected to the FEO port on the Cisco router and the Ethernet port on the back of the codec To Codec Ethernet Port To Steth Laptop Ethernet Port To LAN drop Power Router In addition to physically checking the power and the connection on the router some of the issues that were identified may be diagnosed by reviewing the indicator lights on your router When everything is working correctly all the indicators below will be green TXD Front View of a Cisco Router The following table lists the lights identified in the picture above the issues that cause the lights to be off
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