Trouble
Shooting
Troubleshooting
Maintenance Procedures and Schedules
Equipment IVC faculty members will be expected to know how to operate
include the following:
- AMX
Touch Panel
- multimedia
equipment
- document
cameras
- student
cameras
- instructor
microphone
- student
push to talk microphone
- instructor
camera
- Polycom
Speakerphone
- Sound
System
- fax
machine
- room
projectors or monitors
- SmartBoard
- Dell
PCs and software (Word, PowerPoint, MS Explorer, Windows OS, Blackboard—if
part of the class, etc.)
You will
need to know basic IVC troubleshooting solutions, and basic IVC equipment
operations. Room connections will already be made before the start of
class by a facilitator or by the Video Services Help Desk.
IVC Equipment
Operations includes being able to power up and shut down the equipment
properly and navigate menus and controls.
Reporting Technical Problems and
Trouble Tickets
Troubleshooting
includes reporting technical problems to the class facilitator and the
video services help desk.
An IVC
trouble report ticket can be completed and submitted online by the instructor,
facilitator or the Video Services Help Desk. An on-line trouble ticket form can
be found at:
http://dl.austincc.edu/ivc/problemform.htm.
Weekly
IVC Equipment Testing
Each week ACC Media Center staff or designated site staff member will
check all the IVC equipment and duplicate all the “steps”
that an end user would go through.
IVC
Equipment and Tech Support Survey
In order to track IVC support, Video Services Help Desk has developed an IVC
User Equipment and Tech Support Survey. This survey requests some
of the following information:
- Equipment
Operations
- Facilitator
Support
- Tech
Support
- Instructional
Design Support (when applicable)
- Suggested
changes to AMX Touch Panel
- PC
Support
IVC
Troubleshooting Procedures
A. An
IVC User encounters a problem in an IVC.
User
attempts to fix problem.
User
fixes problem.
User
does not fix problem.
• If end user can’t fix problem, facilitator is contacted.
• If end-user can’t fix problem and there is no facilitator,
end user contacts Video Services Help Desk at 223-8146 or 223-8072.
If outside of Austin call (888)935-2006.
B. End
user contacts facilitator for support.
Facilitator
attempts to fix the problem.
Facilitator
fixes problem
- Video Services Help Desk
documents solution using Track-it.
- End-user
is notified problem is fixed.
Facilitator
can’t fix problem.
- Facilitator
contacts Video Help Desk
C. Video
Services Help Desk determines course of action.
Video Services Help Desk provides
assistance to instructor/facilitator over the phone.
Video Services Help Desk contacts
campus Media Center staff or dispatches a support
staff member to the site.
Contact
ACCNet if it is a network related issue.
D.
Video Help Desk provides assistance over the phone.
Instructor/facilitator
fixes the problem –VHD documents solution using Track-it.
Instructor/facilitator
is unable to fix problem over the phone.
- Video
Services Help Desk contacts campus support staff:
- Media Center staff available to provide help in the IVC are located
at the following campuses: CYP, EVC, NRG, PIN, RGC, RVS
- Support staff at FBG to provide help in the IVC.
- Support staff at HBC to provide help in the IVC.
Media
Center or campus support staff fix the problem
- Video Services Help Desk
documents solution using Track-it.
- End
user is notified problem is fixed.
Media
Center campus support staff is unable to fix the problem.
- Video
Services Help Desk will send own staff to IVC.
Video
Support Staff fixes the problem.
- Video Services Help Desk
documents solution using Track-it.
- End
user is notified problem is fixed.
Video
Services staff is not able to fix the problem.
- Service
Maintenance Contract vendor is contacted.
- Service
Maintenance Contract vendor fixes the problem.
- Video Services
documents solution using Track-it.
- End
user is notified and the problem is fixed.
- If
Service Maintenance Contract vendor is contacted a second time
for the same problem, Video Services staff will accompany
vendor technician during service call.
E. Video
Services Help Desk determines it is a network issue.
ACCNet
is contacted.
Video
Services Help Desk works with ACCNet to take care of the problem.
ACCNet
fixes the problem
- Video Services
documents solution using Track-it.
- End
user is notified problem is fixed.
Video
Services Help Desk
The video services help desk will be your primary contact point when
faced with technology issues which neither you nor your facilitator
can solve. The number to the video services help desk is: 223-8146
or 223-8072. (888)935-2006
if outside of Austin.
If the Help desk can't solve the issue remotely, the local campus media
center personnel or ACC Net will be contacted and asked to troubleshoot
the problem.
Internet ports
Each IVC classroom will have an active port for an internet connection.
ACCnet maintains and troubleshoots these ports. Facilitators will report
IVC problems to Video Services Helpdesk, and they will contact
ACCnet.
AMX
Touch Panel Problems
Special care should be taken to document any and all problems with the
AMX Touch Panel so that programming errors will be corrected. Contact
the Video Services Help Desk.
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