05-19-2017 02:16 AM
In the last month we've been experiencing up to 30% packet loss (Receive Call Stats) when making external calls using Polycom HDX 7000 endpoints.
The packet loss is the same when calling IP addresses of other vcon systems and when we connect to BlueJeans meeting rooms using our room systems.
Other members of my team have been checking for any errors or changes within the CMA and the VBP but can't find anything that may have caused it.
Has anyone else been experiencing this issue recently and knows how to fix it?
05-19-2017 06:57 AM - edited 05-19-2017 06:59 AM
Ethernet port speed/duplex mismatch can cause packet loss but that would also affect internal calls.
QOS markings could result in packet loss but QOS is not maintained over the Internet.
Exceeding available bandwidth could result in packet loss.
The VBP should have statistics showing whether it is seeing packet loss and its logs might give clues.
05-22-2017 04:47 AM
Thanks for replying that's really helpful info.
Here are some stats from the Network Information page within the VBP:
eth0: negotiated 100baseTx-FD flow-control, link ok eth1: 100 Mbit, full duplex, link ok
eth0 Link encap:Ethernet UP BROADCAST RUNNING MULTICAST MTU:1500 Metric:1 RX packets:4379424 errors:0 dropped:0 overruns:0 frame:0 TX packets:2298 errors:0 dropped:0 overruns:0 carrier:0 collisions:0 txqueuelen:1000 eth1 Link encap:Ethernet UP BROADCAST RUNNING MULTICAST MTU:1500 Metric:1 RX packets:1227703 errors:0 dropped:0 overruns:0 frame:0 TX packets:945 errors:0 dropped:0 overruns:0 carrier:0 collisions:0 txqueuelen:1000 lo Link encap:Local Loopback UP LOOPBACK RUNNING MTU:16436 Metric:1 RX packets:0 errors:0 dropped:0 overruns:0 frame:0 TX packets:0 errors:0 dropped:0 overruns:0 carrier:0 collisions:0 txqueuelen:0
And here's some call stats from a recent IP call with packet loss;
Call Speed 768K 768K
Video Protocol H.264-HP H.264-HP
Video Format 720p 720p
Audio Protocol SirenLPR SirenLPR
Total Packets Lost 0 20030
% Packet Lost 0.00% 25.50%
Call Encryption Off
Call Type H.323
Audio Rate 64 K 64 K
Video Rate 448 K 448 K
Video Rate Used 401 K 133 K
Video Frame Rate 25 10
Video Packets Loss 0 15372
Video Jitter 11.5 ms 4.3 ms
Audio Packets Lost 0 4817
Audio Jitter 3.2 ms 8.5 ms
Maximum Audio Jitter 3.5 ms 10.8 ms
Video FEC Errors 0
Do these give you any insight into what might be happening?
05-22-2017 05:01 AM
welcome to the Polycom Community.
You have 25% packet loss as shown above.
Polycom Global Services
05-22-2017 07:29 AM - edited 05-22-2017 08:12 AM
Sure looks like something is restricting/throttling your RECEIVE packet stream (from the far end). The VBP doesn't appear to be dropping any packets so the question might be, what type of internet connection do you have? Has that downstream (receive) bandwidth changed causing throttling?
Have you tried isolating the issue to an internal network problem or external network problem by testing internal only calls (working or not) compared to external calls (not working properly)?
05-22-2017 10:58 AM - edited 05-22-2017 10:59 AM
It is also important to understand that Packet Loss can be more than packets being lost on the network, it can also be due to the network Jitter being so great that the packets are not arriving in time to be used, and those are also considered lost packets.
Possibly a new application on your network that has a higher priority than videoconferencing that is causing the problem. Like did you just move to VoIP?
05-23-2017 02:08 AM
Thanks for your helpful replies Joe and Polycom Moderator.
We are only experiencing the packet loss problem on external calls (receiving). Internal calls are unaffected.
Had another chat to our Network team in relation to what you have both said and they've asked me to post this:
"I've checked if we were invoking any form of throttling on the Firewall to the ITS-DMZ and we don’t appear to be. Packet loss is happening when pinging the IP address on the WAN interface of the VBP from our firewall.
Also I put my laptop on the ITS-DMZ network (connected to the same switch) and ping’d it from the firewall and experienced no packet loss."
Does this information help at all?
05-23-2017 07:13 AM - edited 05-23-2017 07:16 AM
Your Network team says:
Packet loss is happening when pinging the IP address on the WAN interface of the VBP from our firewall.
Where is your firewall in relation to our VBP and your internet connection? Seems to be an issue between the VBP and the firewall.