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Basic Troubleshooting Tips


For Host Site:
  1. Check the Power
    Did you turn the power on the monitors and the codec? The codec is usually separate from the monitor power. You may be required to turn this on separately from the monitors. Make sure you can see the power light on the codec.
  2. Check if the monitors are plugged into the outlets.
  3. Turn off the power on codec and reboot the system . (Reboot means to turn off the codec and start it up again, just like you would a computer).
    Once rebooted wait three minutes for the system to come up and reconnect.

    After it reconnects you may wish to do another roll call.
  4. Is the other site’s unit power on? You may need to call the other site to find out.
If you have checked on the above items and rebooted, then call the IVN Help Desk at 701-777-6486. This number should be posted in your room.


For Receiving Site:
Follow steps 1-3 above. If you are still having problems, contact the IVN Help Desk. Also contact the Host Site to let them know you are having problems.


During an Event:
During an event, the procedure for reporting a problem is for all sites to call the host site to report trouble first.
  • Assess the situation.
    • Can you hear or see the other site ?
    • Can they hear or see you ?
  • The host site and receive site should coordinate over the phone and determine who should call the IVN Help Desk.
Once you have reported your issue, minimize time on the phone as the IVN Help Desk may be calling you back.
If the host site is having problems, the host site should contact another receive site and let them know so they can notify the other sites.
Check with your campus IVN Tech Coordinator to find out if they prefer for you to call them prior to calling the IVN Help Desk.


CALLING THE IVN HELP DESK -- 777- 4686
When calling the IVN HELP DESK, the information you need to provide includes:
  • Your name, Site name, and phone number to call you back at
  • Name of the event (Reservation number, if available)
  • Brief description of the problem
  • What you have tried to do to correct the problem so far (reboot, etc.)
If no one answers, leave the above information. The IVN Help Desk will call you back at the first opportunity.

If the event goes back up, the IVN Help Desk may not necessarily call you back once the problem is fixed due to other calls.

Again, once the problem is fixed, you may wish to conduct a quick roll call to ensure all sites can be seen and heard.