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ProShare(TM) Video: Troubleshooting Notes from Tech Support
Contents:
PROSHARE VIDEO SYSTEM 200 TOP PROBLEMS AND SOLUTIONS- OVERVIEW
This document contains solutions to the most common problems experienced
by ProShare Video System 200 users. This is a dynamic document and is
based on cumulative Intel technical support data.
PROSHARE VIDEO OR PROSHARE PREMIER UPGRADE - V2.0
Version 2.0 software for the ProShare Conferencing Video System 200 and
150 is now available. ProShare Premier Software version 2.0 is also now
available. The 2.0 versions were released on 4/30/96.
Call the upgrade number listed below to order the ProShare Video or
ProShare Premier upgrade:
US & Canada: 800-671-0148
Europe: +44-1793-431155
Asia:Australia 02-99375920
Hong Kong 28444524
Korea 7672536
Malaysia 8001077
New Zealand 0800-442712
Taiwan 5144294
PRC 1-0800-8137
Philippines 1-800-651007
Thailand 001-80065-6100
Indonesia 001-800-65-7165
India 0006517
Singapore 8311377
Japan: Contact your local reseller or distributor.
Or download the upgrade from the WWW:
http:/www.intel.com/comm-net/proshare/purchase/upgrade.htm.
Version 2.0 new features include ISDN and LAN multipoint conferencing
support, full compliance with ITU H.320 audio/video and T.120 data
conferencing standards, improved audio and video, and a simpler, more
user-friendly user inteface. For more information on Version 2.0
features, product specifications, visit our web site at:
/comm-net/proshare/
VERSION 1.9A SOFTWARE UPGRADE
Version 1.9a software for the ProShare Video System 200 and 150 is now
available. ProShare Premier Edition Software version 1.9a is also now
available. The 1.9a versions were released on 2/20/96.
Call the upgrade number listed below to order either of the 1.9a
versions (ProShare Video or ProShare Premier software).
800-671-0148 (U.S.)
716-871-4309 (Canada)
Version 1.9a adds Windows 95 compatibility as well as the following
features that were added in version 1.9:
- DCI Support - provides Extra Large and Full Screen video window sizes
- Adjustable video quality - Sharper / Smoother video mode selectable
- Microsoft TCP/IP support
LANDESK(R) PERSONAL CONFERENCING MANAGER ENDED THE VIDEO PORTION OF YOUR CONFERENCE
The full text of this error message reads:
LANDesk Personal Conferencing Manager ended the video portion of your
conference. You can continue your conference with audio and data only.
Description:
This message occurs when you attempt to start a ProShare(TM) Video
conference over a network, but you have not yet installed the LANDesk(R)
Conferencing Manager. The LANDesk Conferencing Manager is required when
video conferencing over a network. See the ProShare User's Guide for
more information on the LANDesk Conferencing Manager.
If the LANDesk Conferencing Manager is installed and you still get this
message, then the network address for the LANDesk Conferencing Manager
in the SQBIND.INI file is not being recognized. Check that the address
is entered correctly.
The SQBIND.INI file is located in the PROSHARE directory. The network
address of the LANDesk Conferencing Manager must be below the [Address]
heading, and it must NOT be preceded by a semicolon.
ERROR: CONTACT YOUR NETWORK ADMINISTRATOR FOR HELP...
The full text of this error message is as follows:
Before you can video conference over your network, your network
administrator must configure your ProShare Video system. Contact your
network administrator for help.
This message occurs when the network address(es) for the LANDesk
Personal Conferencing Manager are not entered in the SQBIND.INI file in
the PSVIDEO directory, and you are attempting to connect over a network.
If the network address(es) of the conferencing manager are already
entered and you are still receiving this message, the address may be
typed incorrectly.
Note: The LANDesk Personal Conferencing Manager is required when video
conferencing over a network.
All addresses must be entered under the [Address] header.
Correct formats for network addresses are listed below:
For IPX, use the 20 digit hex address of the conferencing manager (8
digits in front of the colon, 12 after).
For TCP/IP, enter the IP address of the conferencing manager.
For NetBEUI, enter the 12 digit MAC address of the conferencing manager.
examples:
[Address]
IPX=000303A9:00AA002FD63C
IP=120.112.169.43
NetBIOS=00AA002FD63C
Common problems:
- Addresses for the conferencing manager have not been entered yet.
- Addresses were entered at the top of the SQBIND.INI file - above the
[Address] header.
The conferencing manager address(es) must come after the [Address]
header.
- Typo in the conferencing manager address.
Computers are picky, be careful!
- Don't know the conferencing manager address(es).
The conferencing manager software has a window that displays it's
network addresses.
BLACK OR TRANSPARENT LOCAL VIDEO WINDOW
Symptom
Black or transparent local video window.
Possible Descriptions and Solutions:
Description
IRQ conflict with the video capture board (by far the most common
cause).
Solution
Run the ProShare Config applet and try a different IRQ setting for the
video capture board.
If the problem persists after trying some different IRQ settings, make
sure your IRQ changes are "sticking" by going back into the ProShare
Config applet and confirm that the settings are still set to what you
last changed them to. If not, the problem could be a Plug & Play issue.
Description
Camera input is not getting to the capture board.
Solution
Make sure the camera is on (green light is on). Check the RCA cable
connections on both ends (camera and capture board connections). A
defective camera is a possibility. If possible, try a different camera
or camcorder, or even a VCR as the video source.
Description
The IRQ that the capture board is set to is assigned to the PCI bus.
Solution
If the system has a PCI bus, enter the computer's BIOS SETUP utility
(usually by pressing F1 on boot). Look for an advanced section where
you can change the status of the upper IRQ's (usually IRQ's 9-15). It
may read something like "Free" or "Available" for each of the IRQ's
listed. When you change or modify the setting of one of the IRQ's, the
other available setting might read something like "Used by ISA bus".
That's the setting you want to use for the IRQ's that the ProShare
boards are set to.
Description
The ISA Bus Speed setting is too fast.
Solution
Some systems have an optional setting for the ISA bus speed. The
standard AT compatible bus speed setting is 8MHz. Enter the computer's
BIOS SETUP utility (usually by pressing F1 on boot). Look for an
advanced setup area and check for a setting that reads something like
"Enhanced ISA Bus Timing", or "ISA Bus Speed", or "AT BUS Clock Source".
If you find a setting like this, try changing it to an AT compatible
setting that reads something like "AT Compatible", or just "Compatible",
or maybe "8 MHz" if specific speeds are listed.
Description
Video capture board not seated correctly.
Solution
Try removing the video capture board from the slot and reseating it
again, maybe into a different slot even.
Description
Defective video capture board.
Solution
If you've exhausted the other troubleshooting steps listed above, then a
defective video capture board is a possibility.
COMPAQ XL-590 (DESKPRO & PRESARIO) - COMPATIBLE.
COMPAQ XL-590 (DESKPRO AND PRESARIO) - Compatible.
The Compaq XL-590 systems require v1.8Ha software for the ProShare Video
System 200 and Video System 150. V1.8Ha has an updated CFGBORG.DLL file
that fixes a timing issue between the Video System and the Compaq
system.
Symptoms that occur when using older software are as follows:
Error "Can't Initialize ProShare Video. A Video System Error Has
Occurred..." at the beginning of video calibration.
Error "Can't Capture/Play Local Video/Audio..." on PSVIDEO startup.
Upgrading to v1.9Ha will resolve these problems.
To obtain v1.9Ha, call the upgrade number:
800-671-0148 (U.S.)
503-797-4215 (Canada)
SETUP HANGS AFTER EXTRACTING FILE ISTBMSML.DL_ OR ISTBMLRG.DL_
SETUP hangs after extracting file ISTBMSML.DL_ or ISTBMLRG.DL_:
Symptom
While running SETUP.EXE from the ProShare Video System software, the
system locks up after extracting the file ISTBMSML.DL_ or ISTBMLRG.DL_.
Possible descriptions and solutions:
Description
A memory manager has mapped over the PCI BIOS range F000-F7FF in upper
memory (in PCI bus systems). This can occur if you are using the
HIGHSCAN parameter with EMM386.EXE in your CONFIG.SYS file.
Solution
For EMM386.EXE you can simply remove the HIGHSCAN parameter from the
EMM386 device driver line in the CONFIG.SYS file. If you are using a
different memory manager, exclude the range F000-F7FF by using the
parameter "X=F000-F7FF" on the memory manager driver line in CONFIG.SYS.
Example: DEVICE=C:\QEMM\QEMM386.SYS X=F000-F7FF
Description
There is a Novell NE2000 or NE2000 compatible network card in the
system.
Examples of NE2000 network cards include the 3COM 3C509 and Etherlink
III, and ACCTON network cards (there are several others). When SETUP
scans I/O addresses in search of the ProShare boards, the system locks
up when it scans the I/O address of the network card. This is a problem
in the controller chip on these network cards and is documented by
National Semiconductor who makes the chip.
Solution
Temporarily remove the network card from the system while running the
ProShare Video SETUP program. Re-insert the network card when finished.
Intel is working on a solution for this problem.
ISDN REQUIREMENTS
Before installing the VS200 software, be sure you have the following
information about your ISDN line. This information is provided by your
telephone company:
ISDN phone number(s)
SPID number(s)
ISDN switch type (AT&T or Northern Telecom)
ISDN protocol (Custom, NI1 (National ISDN))
Incorrect or missing ISDN configuration information is one of the most
common problems VS200 users have when they contact technical support.
ISDN configuration information can be changed after the ProShare Video
System 200 software installation by clicking on the ProShare Config icon
in the Windows Control Panel.
CHANGING THE PROSHARE VIDEO SYSTEM I/O ADDRESS AND IRQ
When changing your ProShare Video System I/O addresses and IRQs, it is
important to choose interrupts and addresses that are not already being
used by another device in your computer.
For valid addresses for the Video board and ISDN board, see Configuring
the ProShare Video System hardware. The typical reason for changing the
address is the warning message, "No Video board found."
To change the I/O address and/or IRQ:
1. In Control Panel select ProShare Config, then select Hardware
Configuration.
2. In the configuration window, select known available I/O addresses
and IRQ's for both boards.
3. Note the changes you made.
4. Click on Accept.
5. Restart ProShare Video and see if it works now.
CONFIGURING THE PROSHARE VIDEO SYSTEM HARDWARE
When configuring your ProShare Video System 200 hardware, it is
important to choose an interrupt and an I/O address that is not being
used by another device in your computer. Choosing an I/O address or IRQ
that conflicts with a critical resource, such as the hard disk
controller, can cause a system boot failure.
If you change the I/O address or IRQ setting of your ProShare Video
System, write down the changes you make (and the previous I/O address
and IRQ settings) before clicking the Accept button.
Valid I/O addresses and IRQs for the ProShare Video System 200 video
capture board are:
I/O address: 2E4, 310, 320, 340, 350, 360, 3A0, 3B0
IRQ: 9, 10, 11, 15
Valid I/O addresses and IRQs for the VS200 ISDN board are:
I/O address: 210, 230, 240, 250, 260, 2A0, 2B0, 2C0, 310, 330, 340,
350, 360, 3A0, 3B0, 3C0
IRQ: 3, 4, 5, 9, 10, 11, 15
Valid I/O addresses and IRQs for the VS150 board are:
I/O address #1: 210, 230, 240, 250, 260, 2A0, 2B0, 2C0, 310, 330,
340, 350, 360, 3A0, 3B0, 3C0
I/O address #2: 2E4, 310, 320, 340, 350, 360, 3A0, 3B0
IRQ: 9, 10, 11, 15
Note: The Video System 150 board uses two I/O addresses and 1 IRQ.
Note: The ProShare Video System 200 does not use a COM port (neither the
video card nor the ISDN card).
IBM THINKPAD SYSTEMS WITH THE DOCK II DOCKING STATION
IBM ThinkPad systems with the DOCK II docking station
To install a ProShare Video System 200 into an IBM DOCK-II you must have
the following:
1. V1.8Hb software for the ProShare Video System.
2. OLDER DOCK II USERS: Upgrade the DOCK II planar board to the current
revision.
Planar board identification: Use the serial number located on the front
of the DOCK II in the lower-left corner under the blue release button.
You'll see a "Type 3546-001" and underneath a "S/N" number. The S/N
number is the serial number. The serial number will have two digits, a
hyphen, then 5 digits. The last 5 digits are the numbers you need.
DOCK II's with a serial number of 27000 or higher have the newer rev
planar board and are Ok to use with the ProShare Video System.
DOCK II's with a serial number less than 27000 came with the older
planar board, but may have already been upgraded. If the planar board
has already been upgraded there will be a white sticker on the back of
the DOCK II that reads "ECE15611".
You may also be able to ID the planar board via the FRU#.
(At Intel we could not find the FRU# on the DOCK II planar board. It
may be on the top of the planar board which is only accessible by an IBM
technician) Newer DOCK-II: FRU# 84G1312 Older DOCK-II: FRU# 84G3614
To order a planar board upgrade call the IBM Help Center at 800-772-2227
(or 800-565-3344 Canada). Refer to ECA #3546-001.
Alternatively, you can call an IBM Service Center that has access to the
"IBM Retain System". These dealers will be able to look up the ECA
#3546-001.
3. THINKPAD 750 & 755 USERS: If you're using a 750 or 755 series
ThinkPad, you must load IBM's patch driver YPTF$012.SYS as the first
line in your CONFIG.SYS file with the /M=T command line parameter as
shown below:
DEVICE=YPTF$012.SYS /M=T
Note: If the /M=T is missing from the "DEVICE=YPTF$012.SYS" line at the
begining of the CONFIG.SYS, the following errors may appear: Frozen
video on IBM Think Pad Dock-II Docking station, diags fail on video
board, black video, PSVideo loads very slow.
The patch file is available from IBM by calling the 800 number listed
above.
Customer report: Video calibration results in a ridiculously high CPU
Utilization value using a ThinkPad 701c. The problem was solved by
using the low level configuration of the 701c and changing "High
Performance" to "Custom". This changes the processor speed setting to
"25/50" instead of "Auto".
Pnone numbers verified as of 2-27-95.
ERROR: "CAN'T INITIALIZE PROSHARE VIDEO. AN UNKNOWN INTERNAL PROSHARE VIDEOERROR HAS OCCURRED. EXIT AND RESTART WINDOWS."
Document # 8112.11
Customer Report
Symptom:
After installing ProShare, when trying to calibrate video or open
ProShare, error "Can't initialize ProShare Video. An unknown internal
ProShare Video error has occurred. Exit and restart Windows."
Description:
The SYSTEM.INI file may not have been correctly modified during ProShare
installation.
Solution:
There are two methods to correct this problem.
1) Insert Disk 1 into drive A:. Start Windows and select File,
Run...from the Program Manager menu. Then type A:\Setup NOCOPY. This
will add the needed parameters listed below without doing these steps
manually.
OR
2) Manually edit the SYSTEM.INI file and add the missing
information. The following lines are normally added for ProShare Video
1.9a:
[BOOT]
drivers=DSP SACDRV mmsystem.dll
[386ENH]
device=VISVRD.386
[DRIVERS]
AUDIOMGR=C:\PSVIDEO\AUDIOMAN.DRV
DSP=C:\PSVIDEO\SPOX\DSP.DRV
SACDRV=C:\PSVIDEO\SPOX\SACDRVR.DRV
WAVE=C:\PSVIDEO\SPOX\DSPWAV.DRV
VIDC.LB30=INDEOC.DRV
VIDC.LB31=INDEOC2.DRV
MSVIDEO=ISVRPRO.DRV
VIDC.RT21=ir21_r.dll
VIDC.LB32=indeoc3.drv
VIDC.IV31=IR32.DLL
VIDC.IV32=IR32.DLL
VIDC.YVU9=IYVU9.DLL
VIDC.H261=h261.drv
VIDS.PSHR=C:\PSVIDEO\PSUDH.DLL
[ISVRPRO_ALGS]
LB30=ICR10_C.DLL, Intel Indeo[TM] C1.0, E, N
LB31=ICR20_C.DLL, Intel Indeo[TM] C2.0b, E, N
LB32=ICR30_C.DLL, Intel Indeo[TM] C3.0 Video, E, N
IV32=IR32_C.DLL, Intel Indeo[TM] R3.1 Video, E, V
YVU9=IYVU9_C.DLL, Intel Indeo[TM] RAW Video, E, V
H261=H261_C.DLL, H261, E, N
[ISVRPRO.DRV]
IO Port=0x2E4*
IRQ=15*
*Note: The I/O Port and IRQ are system specific.
When both ProShare Video and ProShare Room Video are installed, the
entries in SYSTEM.INI are:
[BOOT]
drivers=DSP SACDRV mmsystem.dll
[386ENH]
device=VISVRD.386
[DRIVERS]
AUDIOMGR=C:\PSVIDEO\AUDIOMAN.DRV
DSP=C:\PSVIDEO\SPOX\DSP.DRV
SACDRV=C:\PSVIDEO\SPOX\SACDRVR.DRV
WAVE=C:\PSVIDEO\SPOX\DSPWAV.DRV
VIDC.LB30=INDEOC.DRV
VIDC.LB31=INDEOC2.DRV
MSVIDEO=ISVRPRO.DRV
VIDC.RT21=ir21_r.dll
VIDC.LB32=indeoc3.drv
VIDC.IV31=IR32.DLL
VIDC.IV32=IR32.DLL
VIDC.YVU9=IYVU9.DLL
VIDC.H261=H261.DRV
VIDS.PSHR=C:\PSVIDEO\PSUDH.DLL
H320_AUDIOMGR=C:\RVCVIDEO\AUDIOMAN.DRV
MSVIDEO320=RVCPRO.DRV
[ISVRPRO_ALGS]
LB30=ICR10_C.DLL, Intel Indeo[TM] C1.0, E, N
LB31=ICR20_C.DLL, Intel Indeo[TM] C2.0b, E, N
LB32=ICR30_C.DLL, Intel Indeo[TM] C3.0 Video, E, N
IV32=IR32_C.DLL, Intel Indeo[TM] R3.1 Video, E, V
YVU9=IYVU9_C.DLL, Intel Indeo[TM] RAW Video, E, V
H261=H261_C.DLL, Intel H.261 Video, E, N
[ISVRPRO.DRV]
IO Port=0x2E4*
IRQ=15*
*Note: The I/O Port and IRQ are system specific.
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