Date: 3/23/2017
Time: 9:30 AM
Technician: David Knight
Issue: Could not connect to UAH1. Called Ryan, Harley, and Luke but no response.
Resolution: Remote in to UAH1 and Rebooted

Connected, changed camera and adjusted

Pushed content


Date: 3/23/2017
Time: 7:30 AM
Technician: David Knight
Issue: UA School of Med could not DIAL IN H323 or push content
Resolution: Changed to SIP and pointed camera at screen


Date: 3/22/2017
Time: 4:30 PM
Technician: David Knight
Issue: Could not get RealPresence user to connect H323 from California or New York for Fridays Phd defense.
Resolution:  


Date: 3/20/2017
Time: 5:45 PM
Technician: David Knight
Issue: RMX 4000, RMX 2000 wrong time causing conference to launch incorrectly.
Resolution: Sean refreshed the time on the RMX s.


Date: 3/20/2017
Time: 5:30 AM
Technician: David Knight
Issue: UAH screen would not come on.
Resolution: Called Tech and he manually turned it on.


Date: 3/13/2017
Time: 11:00 AM
Technician: David Knight
Issue: UAB School of Medicine could not dial in 99984444.
Resolution: Tech called IITS. I suggested they reboot their equipment. After reboot, they were able to call in.


Date: 3/7/2017
Time: 12:00 PM
Technician: David Knight
Issue: Could not see content.

Could not dial in h323. Only SIP.
Resolution: Pointed camera at screen.


Date: 3/2/2017
Time: 9:30 AM
Technician: David Knight
Issue: UAB could not see content.
Resolution: Disconneccted UAB and reconnected OK.


Date: 2/24/2017
Time: 7:00 PM
Technician: David Knight
Issue: DW McMillian not connected.

Called and emailed control and Joanne.
Resolution: Joanne returned call but was unable to get in touch with tech.


Date: 2/23/2017
Time: 9:30 PM
Technician: David Knight
Issue: Could not connect to UAH1.

Rebooted remotely UAH1.

UAH1 could not hear UAB students.
Resolution: Called UAH and they unmuted Room


Date: 2/22/2017
Time: 5:00 PM
Technician: David Knight
Issue: Could not connect to UA 15.
Resolution: Anthony unplug from wall and rebooted twice.

Connected.


Date: 2/4/2017
Time: 8:00 AM
Technician: Sean Glass
Issue: UA and UAG tried to dial into a meeting room that didn’t exist (15247). I mistakenly thought maybe they had the wrong number so I dialed out from the 15274 meeting room (other Saturday English class with similar number). By the time I changed classrooms and realized what had happened, class had started so I just left it in that room. Basically, if someone requests today’s class (BSE 566 Math) it’s in the EN400/500 English VRR folder.

I built the correct meeting room on the bridge for next time (99915247) but still need Tracy to verify the RSS link is going to the right place/permissions.
Resolution:


Date: 2/3/2017
Time: 12:23 PM
Technician: David Knight
Issue: RP Desktop unable to make complete connection.
Resolution: None


Date: 2/1/2017
Time: 4:38 PM
Technician: David Knight
Issue: Locked and blurry video.
Resolution: None


Date: 2/1/2017
Time: 4:30 PM
Technician: David Knight
Issue: Bob Johnson's RP Desktop disconnected.
Resolution: None


Date: 1/19/2017
Time: 9:15 AM
Technician: David Knight
Issue: Unable to see video. Called room tech could not resolve. Room tech called Bret because room tech could not resolve. Unable to get video and content. Audio is cracking also.
Resolution: Bret rebooted system 2 times. After disconnecting and reconnecting, received content as video with no people, no content channel open. Changed mics.


Date: 11/30/2016
Time: 5:00 PM
Technician: David Knight
Issue: UAG unable to connect
Resolution: Called the Gadsden Tech and reconnected gatekeeper. Connected OK.


Date: 10/20/2016
Time: 3:00 PM
Technician: David
Issue: IITS2 video rate dropping and video locking up.
Resolution: Rebooted but does not help.


Date: 10/14/2016
Time: 4:45 PM
Technician: David
Issue: Class would not connect to RSS2.
Resolution: Rebooted RSS2. Connected OK.


Date: 10/10/2016
Time: 7:00 AM
Technician: David Knight
Issue: Gatekeeper failed in RSS2. Unable to reboot until open window.
Resolution: Will reboot gatekeeper in open window.


Date: 10/06/2016
Time: 7:15 AM
Technician: David
Issue: All UA RealPresence sites dropped.
Resolution: Called tech and they reconnected.


Date: 10/6/2016
Time: 6:45 AM
Technician: David Knight
Issue: RPAD lost connectivity with all sites.
Resolution: Tried to reboot, but could not reboot with sites calling in. Called all sites and asked they stop calling in. Rebooted RPAD. Reconnected all sites.


Date: 09/26/2016
Time: 12:27 PM
Technician: David Knight
Issue: RSS2 has lost primary gatekeeper. All classes and recordings are going into 1000 file.
Resolution: Gatekeeper needs to be rebooted but cannot be rebooted until there is an open window.


Date: 09/26/2016
Time: 11:55 AM
Technician: David Knight
Issue: Started recording on RSS1 auto stop could not get recording to restart.
Resolution:  


Date: 09/13/2016
Time: 8:15 AM
Technician: Sean Glass
Issue: Class started, USA5 didn’t dial in. Called Stan at South Alabama. Reset unit, checked dial in #, found there was no connection to unit at South Alabama. He is investigating network issue. Dr. Islam is emailing today’s class to students.
Resolution:  


Date: 08/16/2016
Time: 10:20 AM
Technician: David Knight
Issue: RSS primary gatekeeper failed.
Resolution: Reset RPAD.


Date: 06/15/2016
Time: 10:09 PM
Technician: David Knight
Issue: When content is pushed from UAH1, UAB screen goes black.
Resolution: Disconnected UAB and reconnected. Content OK.


Date: 06/01/2016
Time: 10:32 AM
Technician: Sean Glass
Issue: CE 381 Structural Analysis – UAB15 Hoen Eng room could not see content. Black screen with self-view only.
Resolution: Content coming through fine everywhere else so I called Jennifer and disconnected that room. She said there was a network outage that messed up her computer as well. Content came through fine after reconnection.


Date: 05/31/2016
Time: 4:30 PM
Technician: David Knight
Issue: RSS not pushing videos over to MMS
Resolution: Rebooted RSS1 and RSS2.

Tracy: After further investigation, the MMS is ingesting videos from the RSS. Templates on the RSS must grant rights to the Admin "group."


Date: 05/31/2016
Time: 9:50 AM
Technician: David Knight
Issue: CE 381 Structural Analysis 1 Room not open. Output audio low. No input audio.
Resolution: Call Harley he called tech and they open room and turned on mic.


Date: 05/30/2016
Time: 11:02 AM
Technician: David Knight
Issue: UA 15 site test instructor mic working and content OK. Ceiling mics not working.
Resolution: Bret working on ceiling mics will call back when problem resolved.


Date: 05/30/2016
Time: 10:22 AM
Technician: David Knight
Issue: UA 2 site test monitors not working with VC equipment.
Resolution: Rebooted all equipment two times.
Reconnected.
Site tech checked all cables.
No monitors working with any equipment.
Matrix has issues.
Tech, Brett will talk to Jim about problem and let IITS know resolution.


Date: 05/30/2016
Time: 9:03 AM
Technician: David Knight
Issue: UA 4 site test slow content display.
Resolution: Rebooted all equipment.
Reconnected everything OK.


Date: 05/28/2016
Time: 11:21 AM
Technician: David Knight
Issue: UA 4 dropped disconnect cause site disconnected.
Resolution: Reconnected 11:23 am.


Date: 05/3/2016
Time: 12:30 PM
Technician: Sean Glass
Issue: RSS 2 dropped from the gatekeeper.
Resolution: Called Polycom directly. Their suggestion was to hard reset RSS 2 since RSS 1 has not dropped the gatekeeper since we reset that one. A ticket has been opened with the RPAD team at Polycom and if either RSS drops out again we will call back to gather logs and investigate the gatekeeper further.

We have scheduled hourly times to check the RSS connections until further notice.


Date: 05/3/2016
Time: 8:30 AM
Technician: Sean Glass
Issue: UAB15 unable to share content.
Resolution: Spoke with Leonard Stewart, IT Director at the hospital. Explained the difference between gatekeeper and gateway as it pertains to his network and videoconferencing. We adjusted the gateway of his Group Series codec, tested and verified the connection so he could dial into Grand Rounds without issue.


Date: 04/27/2016
Time: 8:30 AM
Technician: Sean Glass
Issue: UA Admin building was multipointed with themselves.
Resolution: Even though no one else joined the meeting this morning, I noticed that the Sid McDonald conference room called in twice from the same endpoint so I cancelled the connections before everyone was in the room. This could have caused confusion, feedback and an excuse to blame the equipment.


Date: 04/27/2016
Time: 10:00 AM
Technician: David Knight
Issue: UAB15 unable to share content.
Resolution: Tried to remote in and was unable to push content. Called UAB Eng and they sent tech and pushed content.


Date: 04/25/2016
Time: 2:27 PM
Technician: Sean Glass
Issue: RSS1 dropping gatekeeper every few days.
Resolution: Fixed by restarting Gatekeeper (.118), Ticket opened with Solutionz and Polycom (Ben) to gather logs from RPAD and DMA to further investigate the issue.


Date: 04/21/2016
Time: 12:01 PM
Technician: David Knight
Issue: UAH4 site disconnected. Disconnect cause stated call closed normally (someone hung up or network disconnected in Huntsville).
Resolution: Reconnected OK.


Date: 04/21/2016
Time: 7:34 AM
Technician: Sean Glass
Issue: Connection issue between Radiation Oncology Conference Room and Tumor Board / Acton Rd.
Resolution: User error. Checked network for issues, tested connections. Spoke with Patrick. User retried and dialed in fine.


Date: 04/18/2016
Time: 2:14 PM
Technician: David Knight
Issue: RSS1 Lost Gatekeeper.
Resolution: Rebooted RPAD.


Date: 09/29/2015
Time: 12:22 PM
Technician: David Knight
Issue: UA School of Med connected with RPdt Mark Harvey. Audio tested before conference everything OK. Speakers began adjusting and correcting audio in the room and audio went to mute. Tech arrived and corrected but music began playing over RPdt audio out.
Resolution: Tech corrected from room at UA at 12:34 pm.


Date: 09/22/2015
Time: 1:46 PM
Technician: David Knight
Issue: UA2 AIME 215 has an audio issue.
Resolution: Called and Reported to Jeff Herrin, Sr. Tech at UA.


Date: 09/21/2015
Time: 1:20 PM
Technician: David Knight
Issue: UAH1 IP Disconnected because connection status h323 call closed normally.
Resolution: Rebooted UAH1 and Connected ISDN.


Date: 09/21/2015
Time: 9:00 AM
Technician: Sean Glass
Issue: Connection to UAH1 kept dropping out during Urban Transportation Planning (99913408).
Resolution: - Connection to UAH1 dropped out twice in about 45 min. Could not dial out to or from UAH1 after disconnect.
- Katie restarted UAH1 codec twice. Could reconnect after restart.
- Cannot access codec through browser to investigate settings.


Date: 09/9/2015
Time: 12:15 PM
Technician: David Knight
Requestor:  
Issue: The instructor started the cloud meeting and then closed the window which log her out. Then she tried to reenter through the IITS website and it was misdirecting her. She called the office and was unable to reconnect because she had multi cloud windows open.
Resolution: She called the tech support which downloaded the RealPresence and connected.


Date: Saturday, August 22, 2015
Time: 9:26 AM
Technician: Sean Glass
Requestor: UA3
Issue: Could not connect to UA3 for English class on Saturday.
Resolution: Attempted to connect to UA3 30 min prior to class time. Could not dial nor access unit via web browser. Restarted UA3 unit twice. Moved student to UA4 and connected via ISDN.
- No ip connection or browser access to UA3 or UA4.
- UA2 connected fine – different part of campus.
- Spoke with Anthony and Jeff Herrin in Tuscaloosa and they will investigate the network on their end and initiate further testing.


Date: Thursday, February 12, 2015
Time: 1:20 PM
Technician: David Knight
Requestor: UA15 Graves Hall
Issue: UAH1 disconnected - issues with campus firewall.
Resolution: UAH technician contacted UAH Network personnel to monitor connection.


Date: Friday, December 19, 2014
Time: 7:00 A.M
Technicians: David Knight
Requestor: Mobile USA Medical Center
Issue: USA Medical Center could not get audio in conference room.
Resolution: Not Resolved. Tested audio with all other sites and all sites could send and receive audio. All sites could see and hear USA Medical Center but USA Medical Center could not hear any far sites.


Date: Monday, November 10, 2014
Time: 10:30 AM
Technicians: Kushal Pradhan and Sean Glass
Requestor: UA2-AIM215
Issue: UA2-AIM could not see content shared from UAH1. We disconnected UA2 and dialed out ISDN. UA2 still could not see content. We attempted to have UAH1 stop content and share again.
Resolution: Harley at UAH1 moved the camera to the projection screen and Dr. Anderson was fine with that.


Date: Monday, November 3, 2014
Time: 4:40 PM to 5:30 PM
Technician: David Knight
Requestor: UA15 Graves Hall
Issue: Called out to UA15 Graves Hall repeatedly, did not connect. UA tech Ben tried to call in to HUB repeatedly, error stated unable to connect to network. Rebooted all equipment repeatedly, same problem. Pinged site and 100% packet loss. Unable to remote into unit.
Resolution: Class Cancelled after phone communication between teacher and students.


Date: Wednesday, October 22, 2014
Time: 2:11 PM
Technicians: David Knight
Requestor:  
Issue: Audio Issues returned
Resolution: Rebooted CSU and CODEC


Date: Wednesday, October 22, 2014
Time: 11:00 AM
Technicians: Sean Glass
Requestor:  
Issue: ACME Animation Studio did not dial in to the meeting with Carver High School. The Carver High School room camera was out of focus as well.
Resolution: I placed a video call to ACME Animation’s Codian Bridge, and was able to see through the entry cue what room they were using. I connected Carver High School to the new room number and to solve the camera focus issue we swapped to Carver’s rear camera.


Date: Tuesday, October 21, 2014
Time: 9:30 AM
Technicians: Kushal Pradhan / Sean Glass
Requestor:  
Issue: No Reservation Form for Value Stream Mapping from UA campus. David Cochran called us at the last minute to connect to the class.
Resolution: We ensured everyone was connected, tested audio and content sharing and set up a recording link. Brett at UA and David in Gadsden assisted in assuring the conference began smoothly.


Date: Monday, October 20, 2014
Time: 11:30 AM
Technicians: Sean Glass / Kushal Pradhan
Requestor:  
Issue: UA2 (AIM) could not maintain an IP connection to CE 454 (Urban Transportation).
Resolution: We changed dialing methods and directions, registered to the UA vbp and then back to the IITS bridge. Benjamin shut the unit down, brought it back up and tested. It seemed to hold the connection after that. ISDN connection could not be made to this room.


Date: Tuesday, October 7, 2014
Time: 8:30 PM
Technician: Sean Glass
Requestor: Roger Woodard
Issue: User was unable to dial into a cloud meeting room through the experience portal. The message "you are not allowed to join this meeting" would appear no matter what email address was entered.
Resolution: I set up another virtual meeting room and it worked fine with any email address. We will check the settings on that meeting room and see if we can replicate the problem.


Date: Wednesday, October 1, 2014
Time: 6:00 PM
Technician: Sean Glass
Requestor: Roger Woodard
Issue: When running two classes in Gadsden Wed night, UAG1 experienced difficulty sharing content over their ISDN connection.
Resolution: With UAG3 being connected at 768k and UAG1 at either 512k or 768k, there is no headroom left in the ISDN channels to share content.


Date: Tuesday, September 30, 2014
Time: 3:30 PM
Technician: Sean Glass
Requestor:  
Issue: UAH2 could not see content from UAB.
Resolution: UAH2 was disconnected/reconnected from the call via the bridge and content was then available.


Date: Tuesday, September 30, 2014
Time: 2:30 PM
Technician: Sean Glass
Requestor:  
Issue: Could not share content from UAH1. Tried to disconnect call from bridge and reconnect but could not do so either way (dialing in or out).
Resolution: UAH technician restarted the UAH1 video codec and then was able to receive a call from the bridge and share content.


Date: Tuesday, September 23, 2014
Time: 8:11 PM
Technician: Tracy | Kushal | Sean
Requestor: Angela L Schmeckebier
Issue: Cloud AXIS using Internet Explorer on the desktop would disconnect call after 1 ½ minutes.
Resolution: Angela explained that she has a new Dell laptop that is running Windows 8 and she has been experiencing issues with her web browser. Her IT team will wipe the laptop. She she will contact IITS to test CloudAXIS.
Status: Sean spoke to Angela on the evening of 9/29/2014. She would contact IITS on the following day for troubleshooting.