Onsight Connect Service

Q: How do I login to the hosted Onsight Connect Service using my Onsight Connect account?

A: You can log in to an Onsight endpoint (PC, iPhone, iPad, Onsight Device) by entering the username and password you received in your Onsight Connect Welcome email on the login screen. If you did not receive an email contact your enterprise's Onsight Administrator.

Q: When trying to login using my Onsight Device, my Username and Password are correct but I get a login error?

A: When using Onsight Connect you must always set the correct time zone, date, and time on your Onsight Device; HTTPS/SSL requires accurate date and time to be set for authentication. It is recommended to also enable the 'Automatically synchronize with time server' feature to ensure the correct time is maintained- see Configuration\Time\TimeServer.

Q: How do I invite a Guest?

A: Click the Invite Guest icon on the Tool Bar (or press Ctl + I on your keyboard), fill in the required information and press Send Invitation. Your guest will receive an email with instructions on how to install and login to Onsight. You will immediately see a contact added to your Personal contact list for your guest.

Note: The Invite Guest feature is an optional service. Your organization must subscribe to the Guest Service for you to access the feature.

Q: I need to login and set up wifi on my new Onsight Device but my Onsight Connect username/password are being rejected. Why?

A: If you do not have a network connection to the local network and to the internet, then your Onsight Device login username/password cannot be authorized. In this case the first step is to login by pressing the Skip button and configure the wireless settings. Then login with your Onsight Connect username/password going forward. Refer to the Onsight Account Service Setup Guide for more details.

Q: My Onsight endpoint has no internet connection today. Can I still login to Onsight Connect?

A: Normally your Onsight Connect username/password are authenticated by the Onsight Connect Service (OCS) when you log in. If your endpoint is unable to reach OCS then your endpoint will operate in 'offline mode' for up to 30 days. After 30 days the endpoint must be given internet access and you must login and be authenticated by OCS to permit 30 more days of offline mode.

Q: How do I add contacts to my Personal list?

A: You can manually enter a new contact or you can find a contact in your organization's Global Contact directory. To open the Global directory, select the Global Contacts icon (or press Ctl + G on your keyboard). You can search for the contact you wish to add, select the contact and press 'Add to Contacts'.

Q: Can I install Onsight Connect on multiple devices?

A: Yes, An Activation key is no longer required to install Onsight Connect software. You can deploy Onsight Connect on an unlimited number of Windows PC, iPhone and iPad devices. All you need is an active Onsight Connect account to login from any device that has Onsight Connect installed. You can also login to Onsight Connect from Onsight 1000/2000/2500 mobile devices.

Q: My location uses a Web proxy; can I still use Onsight Connect Service?

A: Yes, you can configure your Web proxy settings under Edit\Preferences\Proxy Settings.

Q: My Web Proxy requires authentication (entry of username and password). I can login to Onsight Connect using my Web proxy but I can't register to TeamLink, why?

A: TeamLink v6.0 currently does not support Web Proxies that require user authentication, your IT department will need to add TeamLink to the Web Proxy whitelist to connect.

Q: I have forgotten my Onsight Connect account password, how do I reset it?

A: Press the 'Forgot Password' link on the Onsight login screen. Your web browser will open and you will be directed to the password reset page. Once there, follow the on screen instructions.

Q: Under Configuration\Call Control\SIP, how should I configure 'Register Using' on the Onsight Device?

A: There are two choices: My Settings and Device Settings. When using Onsight Connect Service 'My Settings' are selected by default. This means that your personal SIP settings will be downloaded from the Onsight Connect Service when you log in. You will be able to view them under My SIP Settings. Then, if a call is made to you it will be correctly directed to the Onsight Device. On the other hand, if you wish to assign a fixed SIP URI to the Onsight Device then you should select 'Device Settings' and enter the settings under Device SIP Settings.

Q: How do I select another participant to be the video source?

A: Onsight Connect v6.0 allows any Onsight Device or iPhone/iPad to share video.

Anyone can select another participant as the video source from the Call Participants panel. During a call press the 'on' button associated with the other participant as follows:

• Onsight Device: tap the Call Status icon (top left corner) to display the Call Status screen, tap the 'on' button of the participant to share their video.
• iPhone/iPad: tap the Participants button to display the Participants Panel. Press the button beside the Participant to share their video.
• Onsight Connect for PC: on the Call Participants panel, press the 'on' button to share their video.

To share your video:

• Onsight Device: press the green button (top of device).
• iPhone/iPad: press the 'on' button in your View window.

Q: How do I configure Onsight Connect for iOS (iPad/iPhone) to use 3G/4G?

A: In Onsight Connect for iOS you must enable 'Cellular Data' under More\Settings\Calls\. In addition you must have a Data Plan with your cellular service provider, and must enable data services from the iPhone Home screen under Settings\General\Cellular.

Q:Which 802.11 frequencies are supported by the Onsight 2500?

A:Check the label under the lens.

• Model MCD2500 supports 802.ll b/g at 2.4 GHZ.
• Model MCD2500n supports 802.ll b/g/n at 2.4 GHz and 802.ll a/n at 5.0 GHz.

Onsight Connect for PC (Onsight Expert)

Q: When I record an Onsight session, the microphone audio is not recorded. Why?

A: You may be running an earlier version of Onsight software. Software prior to Onsight Expert V3.4.6 and Onsight Mobile V3.98.36.4 recorded only what the Onsight device microphone picked up. That was expanded to include separate recorded tracks for the operator voice and for the subject audio in the releases described above.

Q: When I am in an Onsight session, there can be an audible echo sometimes. What is causing that?

A: The most likely cause is that your computer microphone and speaker are too close together. We recommend that you use a headset or a quality USB speakerphone on your Onsight computer to physically separate the microphone and speaker audio. You may also want to lower your speaker volume on your computer. Another cause may be that you are listening to both the Voice audio and the Subject audio at the same time. If so, you will need to mute the Subject Audio source within the Volume panel of the Call Window to eliminate the echo.

Q: Why is the video playback window within Onsight corrupt or black?

A: You may have a PC graphics card/driver issue. Onsight requires Microsoft DirectX v9.0c compliant graphics cards and drivers. You can verify DirectX compatibility of your video card with your PC vendor and you may need to update your video drivers. Run XP diagnostic dxdiag.exe to confirm your DirectX version and to detect display problems.

Q: When I use Onsight on my PC in Dual Monitor mode, I have drawing issues. What is the problem?

A: Your graphics card/drive may not be fully DirectX compliant. You should verify your video card is DirectX v9.0c compatible and that you have the latest video drivers. You should also run Onsight on your primary monitor and disable your secondary monitor, as simply unplugging it may not fix the problem.

Onsight Mobile Device

Q: Why won’t my Onsight device turn on?

A: The battery door is likely not properly closed or you have not inserted a battery in the device. The Onsight device must have a battery inserted even if you are running on AC power. Please refer to your Onsight Device User Guide or Quick Start Guide for visual instructions on how to install the battery.

Q: Why can’t I hear audio through my Onsight device speaker?

A: The most common reason is that the Onsight device operator has a headset plugged into the device. If you unplug the headset, audio will come through the speaker. Speaker audio problems on the Onsight Device can also be a result of a setting on the Onsight Connect for PC (Onsight Expert) application computer. Check the microphone audio setting on the computer. For Windows XP, go to the Control Panel > Sound and Audio Devices > Audio tab. Under ‘Sound Recording’, press the ‘Volume’ button and verify that the Mic has ‘Select’ checked. To further test the mic, select the Voice tab and press ‘Test hardware…’ and follow the instructions.

Q: Why isn’t the built-in microphone on my Onsight device working?

A: The microphone may be working, but the sound may be muted on the other Onsight endpoint. Check the Volume panel in the Call Window on the Onsight computer to ensure that sound was enabled. Check that the Mic Mute button has not been enabled on the Onsight device. Alternatively, you may have the wrong Subject Audio Source setting configured on the Onsight device. Go to the Configuration > Audio > Source menu option and select ‘Internal Mic’.

Q: I want to use the secondary audio source, but the external audio input at line-in jack is not audible. Why not?

A: This audio input is sent back to the other Onsight endpoint over the Subject Audio stream. The first area to check on the Onsight Device is the Configuration > Audio > Source menu option. Make sure that you select the ‘External Audio Input’ option. At the other Onsight endpoint check the Volume panel in the Call Window while in a call and verify that the Subject audio stream in not muted. If you still experience a problem, it could be that the input signal is simply too low. It requires a line level of approximately 1Vrms.

Q: My Onsight device is associating with an access point that I am no longer using. How do I disable it?

A: Over time your Onsight device may have been configured to connect with multiple wireless networks (SSID’s). To delete undesired wireless networks from the Preferred Networks list, go to Configuration > Network > Wireless >, select the ‘Advanced’ button. On the Wireless Adapter window under the ‘Wireless Information’ tab, select the ‘Advanced’ button. Select the wireless network from the Preferred Networks list and press ‘Delete’.

Q: I changed my static IP address, but the settings were not recognized. What do I need to do?

A: You need to power off your Onsight device after any change to the Static IP address settings. Your changes will be in effect when you power back on.