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207Appendix
Troubleshooting Guide
Global Management System User’s Guide
System Management
Call Status
How can my video endpoint be in a call when the line status shows a red arrow pointing
down?
If the video endpoint is congured to use both IP and ISDN, it can still make IP calls
even if the ISDN line is down. Also, Global Management System shows the red arrow
in the system list whenever any of the ISDN lines is down. Therefore, a video endpoint
congured to use four ISDN lines (512K) could have one line down, and yet still be able to
make a call using the remaining three ISDN lines (384K).
Video endpoints do not display the in-call icon when they are in a call and sometimes
display the in-call icon when not in a call.
This is usually caused by having an incorrect Manager URL. Select a video endpoint and
click on the Management tab to view the Manager URL. Make sure that the IP address
shown is the one used by your Global Management System server. If it is different, you will
have to re-install Global Management System to change the Manager URL. This can also
be caused by video endpoints trying to send status information to a Global Management
System server behind a rewall. If Global Management System is trying to manage a
video endpoint outside the rewall, be sure that the rewall allows bi-directional trafc
between them on port 80.
Some of the video endpoints display line-problems when all of their lines are working
soundly.
The Manager URL is not correctly entered in the video endpoint. Select a video endpoint
and click on the Management tab to view the Manager URL. Make sure that the IP
address shown is the one used by your Global Management System server. If it is
different, you will have to re-install Global Management System to change the Manager
URL.
After I change my server IP address, Global Management System shows a yellow network
status icon for all video endpoints.
This is cause by mismatch between actual Global Management System IP address and
the address on the video endpoint Global Management System URL. Don’t change the
server address after installing Global Management System. When this happens, you
will have re-install Global Management System and add all video endpoints into Global
Management System again. Always use static IP address when assigning it to Global
Management System server.