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Frequently Asked Questions
(last updated on 6/30/2005)

1. Startup Questions
a. There is no picture on the screen after startup.

2. Gatekeeper Connection Questions
a. On startup, there is a prompt of "Wrong user name or password".
b. On startup, there is a prompt of "DHCP timed out".
c. On startup, there is a prompt of "Restricted network segment".
d. There is no picture on the screen after startup.
e. On startup, there is a prompt of "The account is in use now".
f. On startup, there is a prompt of "The account is prohibited".
g. On startup, there is a prompt of "Wrong IP".

3. Calling Questions
a. There is a prompt of "The called does not respond".
b. There is a prompt of "The called is offline".
c. There is a prompt of "The number you dialed does not exist".
d. There is a prompt of "The called is busy".
e. There is a prompt of "Insufficient balance in your account".
f. There is a prompt of "Server refused your bandwidth request".
g. There is a prompt of "Call restricted".
h. The videophone is registered to the server, but fails in calling another user.

4. Audio Questions
a. The sound from the handset is discontinuous.
b. The sound from the microphone is too loud.
c. The videophone can send audio out, but cannot receive audio.

5. Video Questions
a. The color or luminance of the local picture is poor.
b. There is no remote video during a call.
c. The remote picture is always the Privacy picture.
d. The quality of the remote picture is poor. Meanwhile the sound from the handset is discontinuous.
e. After the call is put through, the screen is black or only displays a prompt box for inputting the password.

6. Upgrade Questions
a. The software upgrade fails.
b. The PC upgrading is disrupted. After restart, the videophone is abnormal.
c. The videophone prompts, "Cannot check version".

7. Meeting Questions
a. The videophone cannot join the multipoint meeting or is disconnected soon after it joins.
b. The videophone fails to hold a meeting.
c. The videophone prompts, "There can be up to 32 participants for a meeting".

8. NAT Questions
a. PC cannot connect with the network after the videophone enables the NAT service.
b. After the NAT service is enabled, the PC fails to receive files through FTP.

9. Other Questions
a. Does the ViewPoint 8220 support full duplex speakerphone?
b. When does my videophone have to be connected to the gatekeeper?
c. How do I forward calls?
d. How do I answer calls?

1. Startup Questions (back to top)

a. There is no picture on the screen after startup.

(1) Possible reason: The power is not switched on.

A: If the indicators and LCD are not on, check the connection between the videophone and the power supply.

(2) Possible reason: The videophone is set to standby state.

A: If the indicators are on, push the toggle switches on the rear panel of the videophone upward and restart the videophone.

(3) Possible reason: The software or hardware of the videophone is faulty.

A: Press the keys on the videophone. To wake up the videophone if it is in the standby state. If there is the key-pressing tone, the LCD is faulty. If there is no key-pressing tone, the software is faulty. Upgrade the software.

2. Gatekeeper Connection Questions (back to top)

a. On startup, there is a prompt of "Wrong user name or password".

(1) Possible reason: The number or password of the videophone is not set correctly.

A: Input the correct number and password and restart the videophone.

(2) Possible reason: The service of your videophone has not been activated yet or has been suspended/terminated.

A: Your videophone must be activated in order to connect to the gatekeeper. If you have never activated the videophone, please go to the service activation page to activate it. If your videophone could connect to the gatekeeper previously, please check your online account to see if your service has been suspended or terminated.

b. On startup, there is a prompt of "DHCP timed out".

Possible reason: The videophone adopts the DHCP service, but fails to obtain an IP address from the DHCP server.

A: Check whether the network indicator is flashing and make sure there is no problem with the network or the cable by using a PC to log in the network. Then connect the videophone to the network again.

c. On startup, there is a prompt of "Restricted network segment".

Possible reason: The videophone is in the restricted subnet configured in the server.

A: Use another IP that is not in the restricted subnet. Or contact the server administrator to change the restricted subnet.

d. There is no picture on the screen after startup.

(1) Possible reason: The videophone is not connected with the gatekeeper.

A: Check whether the network indicator is flashing and check the network and the cable.

(2) Possible reason: The videophone is behind a firewall, but the corresponding firewall port is not open.

A: Reconfigure the firewall.

e. On startup, there is a prompt of "The account is in use now".

Possible reason: another user is using the account.

A: Contact the network administrator to get back the account.

f. On startup, there is a prompt of "The account is prohibited".

Possible reason: The account is out of service.

A: Renew the service.

g. On startup, there is a prompt of "Wrong IP".

Possible reason: The IP address of the videophone is incorrect.

A: Change the IP address to the one in the account. Contact the network administrator to use password authentication.

3. Calling Questions (back to top)

a. There is a prompt of "The called does not respond".

Possible reason: The called user does not answer the call.

A: Try later.

b. There is a prompt of "The called is offline".

Possible reason: The called videophone is not connected to the gatekeeper.

A: Ask the opposite user to connect his/her videophone to the gatekeeper.

c. There is a prompt of "The number you dialed does not exist".

(1) Possible reason: The called number is wrong.

A: Make sure the called number is correct.

(2) Possible reason: The called videophone does not have service from VideophonePro.

A: Ask the called user to activate service from VideophonePro.

d. There is a prompt of "The called is busy".

Possible reason: The called user is engaged in another call.

A: Try later

e. There is a prompt of "Insufficient balance in your account".

Possible reason: The money in the account is not enough to pay for the current call.

A: Recharge the account.

f. There is a prompt of "Server refused your bandwidth request".

Possible reason: The bandwidth of your videophone exceeds the one allowed by the gatekeeper or specified in your account.

A: In the [Bandwidth] screen, select a bandwidth lower than the current one and call again. Contact the network administrator for larger bandwidth.

g. There is a prompt of "Call restricted".

Possible reason: The gatekeeper does not allow trunk call.

A: Contact the network administrator to solve the problem.

h. The videophone is registered to the server, but fails in calling another user.

(1) Possible reason: The TCP port between the videophone and the called user is not opened.

A: Contact the network administrator to solve the problem.

(2) Possible reason: Both the videophone and the called user are in private networks.

A: Contact the network administrator to solve the problem or order Media Gate service from your service provider.

(3) Possible reason: The called user has a personal firewall installed.

A: Let the called user reconfigure his/her personal firewall.

4. Audio Questions (back to top)

a. The sound from the handset is discontinuous.

Possible reason: The handset is not well connected to the videophone.

A: Insert the handset cord into the videophone again. In doing so, there are two "clicks".

b. The sound from the microphone is too loud.

Possible reason: The sound volume of the microphone is too high or there is other sound source around.

A: Adjust the volume adjuster on the left side of the videophone. Or change the value set in [Input gain] in the [Audio] screen. Remove the sound source from the videophone.

c. The videophone can send audio out, but cannot receive audio.

(1) Possible reason: The microphone of the opposite terminal is muted.

A: Ask the opposite user to un-mute the microphone.

(2) Possible reason: The voice gateway between the videophone and the opposite telephone sends mute sound packets.

A: Contact the network administrator to solve the problem.

(3) Possible reason: The called user uses personal firewall.

A: Let the called user reconfigure his/her personal firewall.

(4) Possible reason: One of the terminals is connected in a private network.

A: Contact the network administrator to solve the problem or order Media Gate service from your service provider.

5. Video Questions (back to top)

a. The color or luminance of the local picture is poor.

Possible reason: LCD settings are not optimized.

A: Adjust the contrast and luminance adjuster on the left side of the LCD.

b. There is no remote video during a call.

(1) Possible reason: The video input of the opposite terminal is wrong.

A: Ask the opposite user to reset the video input. For the videophone, press the "camera" button to select the proper video input source.

(2) Possible reason: The called user uses personal firewall.

A: Contact the network administrator to solve the problem or order Media Gate services from your service provider.

(3) Possible reason: The network is abnormal.

A: Contact the network administrator to solve the problem.

c. The remote picture is always the Privacy picture.

Possible reason: The opposite videophone's "privacy" button was pressed.

A: Ask the opposite user to press the "privacy" button again to send the video.

d. The quality of the remote picture is poor. Meanwhile the sound from the handset is discontinuous.

Possible reason: The network is abnormal or the values of the parameters are improper.

A: For the bandwidth lower than 384kbit/s, the picture quality may be poor. Reset the bandwidth. Set the image size as "Large" in the [Video] screen. Set the frame rate as "Highest" in the [Frame rate] screen.

e. After the call is put through, the screen is black or only displays a prompt box for inputting the password.

Possible reason: The opposite videophone enabled the monitoring function with password protection.

A: Input the correct monitoring password.

6. Upgrade Questions (back to top)

a. The software upgrade fails.

(1) Possible reason: The FTP port of the network may not be opened for the videophone connected in a private network.

A: Contact the network administrator to open the FTP port.

(2) Possible reason: The upgrade password is wrong.

A: Input correct upgrading password, which is the same with the one set in the [User] screen.

b. The PC upgrading is disrupted. After restart, the videophone is abnormal.

Possible reason: The disruption during upgrading causes fault in the videophone.

A: Contact tech support.

c. The videophone prompts, "Cannot check version".

Possible reason: The FTP port of the network may not be opened for the videophone connected in a private network.

A: Contact the network administrator or service provider to solve the problem.

7. Meeting Questions (back to top)

a. The videophone cannot join a multipoint meeting or is disconnected soon after it joins.

(1) Possible reason: The meeting adopts the video or audio protocol that the videophone does not support.

A: Contact the meeting holder or service provider to solve the problem.

(2) Possible reason: The videophone connected in a private network does not open corresponding port in its firewall for audio and video streams.

A: Contact the network administrator to solve the problem or order Media Gate services from your service provider.

b. The videophone fails to hold a meeting.

(1) Possible reason: The videophone is not registered to the server.

A: Register the videophone to the server.

(2) Possible reason: The meeting resources are insufficient.

A: Contact the network administrator or service provider to solve the problem.

(3) Possible reason: The software versions are not compatible.

A: Contact technical support.

c. The videophone prompts, "There can be up to 32 participants for a meeting".

(1) Possible reason: The persons selected to attend the meeting are more than 32.

A: Delete some persons from the meeting or contact your service provider to convert some people to the ISDN connection instead of IP.

8. NAT Questions (back to top)

a. PC cannot connect with the network after the videophone enables the NAT service.

(1) Possible reason: The connection between the PC and the videophone is wrong; or The NAT gateway IP conflicts with the IP of the network device (such as the ADSL modem) or The DHCP function of the videophone is not enabled and the gateway IP of the PC is not the same with the NAT gateway IP of the videophone.

A: Reset NAT parameters by using NAT Service or call tech support.

(2) Possible reason: The DHCP function of the videophone is enabled and the PC fails to obtain an IP address automatically.

A: Follow the following steps (suppose the PC is installed with Windows 2000).
(1) Select [Start/Run] in the PC.
(2) Input 'cmd' and press [Enter].
(3) Input 'ipconfig / all' and press [Enter].
(4) Check whether the IP address automatically obtained by the PC is within the DHCP subnet of the videophone set in the [NAT service] screen. The gateway IP of the PC is not the same with the NAT gateway IP of the videophone. If not, set gateway IP and IP address of the PC manually.

b. After the NAT service is enabled, the PC fails to receive files through FTP.

Possible reason: There are active and passive ways of data transmission through FTP. The videophone supports only the passive way, which is not the default way adopted by the IE browser.

A: Change the default FTP transmission to the passive way as follows.
(1) Open the IE browser in the PC.
(2) Select [Tools/Internet Options] in the toolbar.
(3) Select [Advanced] tab.
(4) Check "Use passive FTP for compatibility with some firewalls and DSL modems" under "Browsing".
(5) Restart the IE browser.

9. Other Questions (back to top)

a. Does the ViewPoint 8220 support full duplex speakerphone?

A: Yes. Full duplex speakerphone allows both parties to speak naturally and be heard at the same time. The ViewPoint 8220 provides a quality speakerphone experience. External ports on the phone allow the addition of external speakers or microphones to further enhance the experience.

b. When does my videophone have to be connected to the gatekeeper (GK)?

A: Your videophone must be connected to the GK when you want to dial a videophone or regular phone number instead of an IP address and to take advantage of advanced functionalities provided by the GK, such as:

• Get a unique videophone number that you can use to receive calls from other users.
• All calls between activated videophones activated services are free.
• Call any other activated videophone without knowing their IP address, which may change anytime.
• Call any regular phone number in the world.
• Caller ID and call forwarding.
• Multipoint videoconference.
• Auto software upgrade.
• Toll-free and online support.
• Online directory listing (yellow and white pages).
• Online account to manage your services.
• Options to sign up for advanced phone services such as:
  • Voicemail (integrated with E-Mail).
  • e-Fax (integrated with E-Mail).
  • VoIP phone number (for incoming PSTN calls).
  • Toll-free phone numbers.
  • 411 directory listing.

c. How do I forward calls?

A: Only videophones with activated services can forward calls. Call Forwarding can be configured via the 'Forwarding' menu option under 'Settings'. At present only Call Forwarding on Un-Registered (i.e. when the videophone is not connected to the gatekeeper) is available. We expect more call forwarding features (Always/DND, Busy, No-Answer) to be available in the next few months.

d. How do I answer calls?

A: You either press the speaker button or pick up the handset or press the orange 'OK' button. By enabling 'Monitor', calls can also be auto-answered.