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    ProShare(TM) Video: Troubleshooting Notes from Tech Support

    Contents:

    • PROSHARE VIDEO SYSTEM 200 TOP PROBLEMS AND SOLUTIONS- OVERVIEW
    • PROSHARE VIDEO OR PROSHARE PREMIER UPGRADE - V2.0
    • VERSION 1.9A SOFTWARE UPGRADE
    • LANDESK(R) PERSONAL CONFERENCING MANAGER ENDED THE VIDEO PORTION OF YOUR CONFERENCE
    • ERROR: CONTACT YOUR NETWORK ADMINISTRATOR FOR HELP...
    • BLACK OR TRANSPARENT LOCAL VIDEO WINDOW
    • COMPAQ XL-590 (DESKPRO & PRESARIO) - COMPATIBLE.
    • SETUP HANGS AFTER EXTRACTING FILE ISTBMSML.DL_ OR ISTBMLRG.DL_
    • ISDN REQUIREMENTS
    • CHANGING THE PROSHARE VIDEO SYSTEM I/O ADDRESS AND IRQ
    • CONFIGURING THE PROSHARE VIDEO SYSTEM HARDWARE
    • IBM THINKPAD SYSTEMS WITH THE DOCK II DOCKING STATION
    • ERROR: "CAN'T INITIALIZE PROSHARE VIDEO. AN UNKNOWN INTERNAL PROSHARE VIDEOERROR HAS OCCURRED. EXIT AND RESTART WINDOWS."
    
    

    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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