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 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 Onsight Expert computer. Check the Volume panel in the Call Window on the Onsight Expert 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 Onsight Expert 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 Onsight Expert 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 CF8385PN1 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.

Onsight Expert

Q: When I call an Onsight Device they can't hear me speaking and then the call drops after -15 seconds. Why?

A: There must be an Audio Input source on your PC for the call to stay connected, check to make sure your PC has a built-in mic and that it is selected as the Microphone device for the Onsight Expert under Edit\Preferences\Audio - Devices - Microphone. If you do not have a built-in mic attach a headset to your PC and select it as the Audio device.

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

A: You may be running an earlier version of Onsight Expert and Onsight Mobile device 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 Expert 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 Expert 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 Expert in Dual Monitor mode, I have drawing issues. What is the problem?

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