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Occasional Advisor
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HDX 8000 Far site has disconnected

Hello all. First time posting and honestly new to Polycom A/V conferencing. The issue I am having is when I call the HDX from inside or outside the network I will answer with Yes to accept the call then the I get an error message saying "The far site has disconnected....". When I started this project I had the local intranet calls working but as I made changes to get the outside world to connect I have broken the local connections. Could any of you maybe point me in a direction to at least get the local back to working without having to reset the HDX? Thank you in advance.

 

HDX 8000 software version 3.1.11-53024

Point to point calls

Sonicwall firewall (opened all required ports and pointed them to the HDX)

 

I have attached the log file from the HDX just in case it might help. 

 

Occasional Advisor
Posts: 8
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Re: HDX 8000 Far site has disconnected

I have the local network working again and can connect from outside the network but I using my phone and the video screen stayed blue. I am not sure if this is my cell data not being able to handle the data rate or something else but I wanted to give an update. The issue was I had to turn NAT Configuration off on the HDX to get the local to work again.

Occasional Advisor
Posts: 8
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Re: HDX 8000 Far site has disconnected

I stand corrected. I have most of the local working. When I call the HDX from a device within the network I get video but no sound. I will search through the forum to see if I can find a solution.

Valued Contributor
Posts: 103
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Re: HDX 8000 Far site has disconnected

When calling from outside, what client are you using on your phone (Android or IOS)?  If the video isn't displayed but not being blocked then it might be because the resolution is not supported by the client.

JoeV
Occasional Advisor
Posts: 8
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Re: HDX 8000 Far site has disconnected

I am using Iphone 7 plus. I didn't even think about resolution as being the issue. Thank you for the reply Joe

Valued Contributor
Posts: 103
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Re: HDX 8000 Far site has disconnected

What video client are you using on your iPhone and is it H.323 or SIP?  Maybe there is a diagnostic log file on the phone that will provide a clue.

JoeV
Occasional Advisor
Posts: 8
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Re: HDX 8000 Far site has disconnected

I have been using the Polycom RealPresence app and H.323

Valued Contributor
Posts: 103

Re: HDX 8000 Far site has disconnected

[ Edited ]

I use the RPM v3.7-64806 on my Android phone, unregistered H.323 for testing.  Under Settings->General Settings there is a Send the Log Report which might help if you can post it or take a look at it. Also, when RPM is in a call, there is the icon your can click to see the current call statistics which can show if you're receiving any video/audio packets and what protocols have been negotiated.

 

Dialing the Polycom test site 140.242.250.203 from my Android phone works fine.  Try that....not sure but it might be an HDX.

JoeV
Occasional Advisor
Posts: 8
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Re: HDX 8000 Far site has disconnected

I am attaching the log from the HDX and the RPM

Valued Contributor
Posts: 103
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Re: HDX 8000 Far site has disconnected

Having trouble finding the call in your RPM log, what did you dial?  When dialing IP 140.242.250.203 on my Android phone, the log file shows it.

JoeV