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Occasional Visitor
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No Answer From Far End

We have a Polycom HDX 8000.  When we make outbound calls, it rings and we get the green circle at the bottom left of the screen, but the call will not connect.  We are calling BlueJeans.  We can make the call successfully from our two LifeSize units, but the Polycom, which has been working for two years, will not connect.  We have opened all ports and removed the NAT and still no success.

 

We can see the call:

 

 Network Log.png

 

Any thoughts?  Is there a setting that may have been changed that would cause this?

Phillip T Tolleson
Polycom Employee & Community Manager
Posts: 12,836
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Re: No Answer From Far End

[ Edited ]

Hello Phillip T Tolleson,


welcome to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Trying the community search finds multiple posts about the same -> here <-

 

Does it work ever and / or have you tested our test sites?

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 5
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Re: No Answer From Far End

The system was running v 3.1, but after the complaint, I upgraded to 3.11.  The system has been working for over a year.  The client recently made some network changes, but insists that all the settings are the same.  I sure that the network changes are the issue, but I have no idea what would be causing this.  I'm really looking for insight as to where to direct the network guys to look for problems.

Phillip T Tolleson
Polycom Employee & Community Manager
Posts: 12,836
0

Re: No Answer From Far End

[ Edited ]

Hello Phillip T Tolleson,


Again you are not answering all the questions asked:

 

  • Was this HDX prior to your customers change ever able to call Bluejeans?
    Yes or No

  • Was this HDX prior to your customers change ever able to call other Polycom Endpoints?
    Yes or No

  • Was this HDX prior to your customers change ever able to call other Endpoints?
    Yes or No

  • Have you tried to call any of the Polycom test sites mentioned in the FAQ?
    Yes or No

  • Have you tried to call any local (within the same network) Polycom Endpoint aka RPM / RPD or another HDX / GroupSeries?
    Yes or No

  • Have you yet looked at the logs or made a wireshark trace?
    Yes or No

If you struggle please work with a Polycom reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your HDX's MAC / Serial address so I can look up who would be able to support you.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 5
0

Re: No Answer From Far End

Yes. This unit was able to make the BlueJeans call for the last year +.

I don't recall if we ever called any other Polycom endpoints.

I don't recall if we ever tested with any other endpoints besides BlueJeans.  The client uses BlueJeans for 100% of video calls.

When I tried the Polycom test sites, I get a white circle, indicating that there is no connection.  When I call BlueJeans or other test sites, I get a green circle, but the call never connects.  After timing out, it tries via SIP and I get an error recording (I assume from the call manager).

I did not try to call from the Polycom to one of the LifeSize units, but did try from LifeSize to Polycom.  The LifeSize unit gave me an error.  I think it was something about not being able to locate the destination endpoint.  I was by myself and given the time allottment I had, I could easily set the Polycom to auto answer, but could not remote into the LifeSize unit due to not having the password.

I do not have any other Polycom endpoints on the network.

 

Phillip T Tolleson
Occasional Visitor
Posts: 5
0

Re: No Answer From Far End

Yes. This unit was able to make the BlueJeans call for the last year +.

I don't recall if we ever called any other Polycom endpoints.

I don't recall if we ever tested with any other endpoints besides BlueJeans.  The client uses BlueJeans for 100% of video calls.

When I tried the Polycom test sites, I get a white circle, indicating that there is no connection.  When I call BlueJeans or other test sites, I get a green circle, but the call never connects.  After timing out, it tries via SIP and I get an error recording (I assume from the call manager).

I did not try to call from the Polycom to one of the LifeSize units, but did try from LifeSize to Polycom.  The LifeSize unit gave me an error.  I think it was something about not being able to locate the destination endpoint.  I was by myself and given the time allottment I had, I could easily set the Polycom to auto answer, but could not remote into the LifeSize unit due to not having the password.

I do not have any other Polycom endpoints on the network.

The only log information I currently have is the attachment below, from the network guy.

 

I will be onsite again tomorrow.

Phillip T Tolleson
Polycom Employee & Community Manager
Posts: 12,836
0

Re: No Answer From Far End

Hello Phillip T Tolleson,

 

I suggest you setup RPM or RPD on a table or phone or on a laptop and try to call to and from the HDX whilst on the same network.

 

Once you know that works try to setup a spanned port and see if any traffic is dropped. In addition check the logs.

 

If this all fails please work with your Polycom reseller to get support.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 5
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Re: No Answer From Far End

Thanks, Steffen.  I am the Polycom reseller.  Where can I find a document detailing the necessary network config for VC?  Something that shows the ports that need to be open and any other requirements.  I know there are TCP and UDP ports listed in the system menu, but there are others that are not listed, such as TCP 1720.  Besides ports, what else is required?

 

Is that information on a document?  I have the Integrators Ref Man and Admin Guide, but don't see the network info.

 

Thanks,

Trey

Phillip T Tolleson
Highlighted
Polycom Employee & Community Manager
Posts: 12,836
0

Re: No Answer From Far End

Hello Phillip T Tolleson,


I doubt that you are an official Polycom reseller, when asking such basic questions, as usually they are trained and familiar with our products.

 

Again I can only make you aware of the Video FAQ, as shown in my signature, as this covers such points.

 

If you are still stuck or unfamiliar with Polycom products please provide us with the serial number of your device.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.