cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
1707
Views
0
Helpful
4
Replies
HowYee
Beginner

SX20 black screen

Hi,

During an active call, I can only hear the audio, my screen is black, can't see anything. However, the other side has no problem of seeing or hearing me. It is a standalone SX20. Any ideas?

 

Thanks,

How Yee

4 REPLIES 4
dasiimwe
Beginner

I would start by verifying self-view on the remote side to make sure the remote camera is functional.

Then check the call status during an active call. look at the total and current packet loss on receive and transmit. Anything over 0.0% indicates some sort of network issue.

Most likely a firewall blocking ports or NAT issue. Are you using SIP or H323? Can you post call status screen shot?

 

Wayne DeNardi
VIP Advisor

99% of the time, one-way video, or one-way audio, is a firewall issue.

There's also a small, but relevant chance that there is a NAT misconfiguration on a standalone endpoint.

Check that you have your NAT settings on the endpoint correctly defined and all the relevant firewall holes for the media are open.

Wayne
--
Please remember to rate responses and to mark your question as answered if appropriate,

Wayne
--
Please remember to rate responses and to mark your question as answered if appropriate.

In addition to what the others have suggested, make sure the SX20 is configured correctly, and the firewall has the relevant ports opened to allow inbound traffic. Most notably the H323 ports are open on the firewall and the SX20 is setup to use static ports and not dynamic (if H323 is being used). You can search the forums for "standalone" and find numerous threads on this topic on how to setup a standalone endpoint and things to check that others might have faced with similar issues. 

Justin Ferello
Contributor

How Yee,

If this is a brand new SX20, I would factory reset it.  We are seeing a number of these types of issues with factory shipped codecs lately.

Thanks,
Justin

Thank you,
Justin Ferello
Technical Support Specialist, ScanSource KBZ
Create
Recognize Your Peers
Content for Community-Ad