Troubleshooting

Before you contact the ICN please review the following guidelines.

• Verify that your endpoint is powered up and working. Refer to your endpoint user guide for self-tests and basic troubleshooting procedures. Also see Typical Video Problems.
  
  
• Verify the e.164 alias, IP address or conference ID you are calling is correct. Aliases and conference IDs can only be used for dialing IP sites that are registered with the ICN gatekeeper.
  
  
• Verify that the endpoint's gatekeeper entry is properly configured with the ICN Gatekeeper IP of 206.166.2.233 entered.
  
  
• Verify that your endpoint is registered with the ICN gatekeeper. Reboot the unit or stop and restart the application and watch for error or successful registration messages.
  
  
• Verify that your endpoint's e.164 alias number is properly configured (the 10 digit telephone number). An incorrect alias results in the failure of inbound calls.
  
  
• Attempt to ping your endpoint from a known working device on your network. If this fails, a local area network problem is indicated.
  
  
• If you have more than one endpoint on your LAN, attempt to call it via the IP address. Success eliminates endpoint malfunction as a cause. (You may need to disable the gatekeeper function on your endpoints to do so.)
  
  
• Attempt a call to an outside endpoint using it's IP address. (You may need to disable the gatekeeper function on your endpoints to do so.)
  
  
• Attempt to ping an outside location. Use the ICN gatekeeper address of 206.166.2.233. If this fails, try another known working outside location. Failure to ping outside addresses indicates a network problem.

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