Troubleshooting Guides

Before Calling MOREnet Troubleshooting Checklist Site Information General Inforamtion Common Causes of Videoconferencing Problems Supported Video Software Versions H.323 Troubleshooting IP Problems H.323 Video and Firewalls Polycom Polycom Problems Rebooting Polycom Polycom Speed and Duplex Settings Return to: Troubleshooting Home Videoconferencing Support Home   Contact Video Support

Troubleshooting IP Problems

1. Port Address

   In the codec software, confirm that the correct port address or IP address is being used to connect to the videoconference.

2. Ping the Stack

   Determine if there is connectivity to the network by trying to ping the stack.

   1. Click Start > Programs > MS-DOS Prompt, or click Start > Run.

   2. In the Open field, type command and click OK.

   3. At the MS-DOS command prompt enter:
      C:\WINDOWS\ping 127.0.0.1, or
      C:\ping 127.0.0.1

      If the response is:
      Reply from 127.0.0.1: bytes=32 time<10ms TTL=
      The stack is loaded and working correctly. Proceed to step 4.

      If the response is:
      Request timed out
      Proceed to step 3.

3. Cannot Ping Stack

   If you cannot Ping the stack

   1. Minimize the DOS window.

   2. Right click the Network Neighborhood icon on the Desktop and select Properties.

      For Windows 95/98:
      Confirm that TCP/IP, a network adapter, and Client for Microsoft Networks are installed.

      For Windows NT:
      Confirm that TCP/IP under the Protocol tab, and a network adapter under the Adapter tab are installed.

   3. Select TCP/IP and click Properties.

      Confirm that the correct IP address, Subnet, DNS and Gateway are entered in the fields. Consult with your System Administrator for the correct settings for each of these properties.

4. Ping the IP Address for your Gateway

   At the MS-DOS command prompt enter:
   C:\WINDOWS\ping x.x.x.x or C:\ping x.x.x.x
   where x.x.x.x is the IP address of your Gateway.

   If the response is:
   Reply from x.x.x.x: bytes=32 time<10ms TTL=
   the Gateway is reachable from this computer. Proceed to step 5.

   If the response is:
   Request timed out
   The problem is either with the router or the LAN connection to the router. Contact your System Administrator.

5. Ping an Outside Location

   1. a. Use the IP address for our Gatekeeper ( 207.160.131.147) or enter the IP address of the machine you are trying to reach.

   2. At the MS-DOS command prompt enter:
      C:\WINDOWS\ping 207.160.131.147 or C:\ping 207.160.131.147

      If the response is:
      Reply from 207.160.131.147: bytes=32 time<10ms TTL= ,
      the Gatekeeper or host site is reachable from this computer. Proceed to step 6.

      If the response is:
      Request timed out
      It could indicate a problem with the Gatekeeper or the network connection between this computer and the Gatekeeper. Contact the MOREnet Video Consulting Group.

6. If all the steps above were successful:

   Can you connect to another videoconference device (not a MOREnet MCU) from yours?

   No:
   The problem may be in the codec software. Contact your vendor.

   Yes:
   Contact MOREnet Video Services.