Hello @Thinhle ,
Welcome to the Poly Community.
I am not even sure what type of issue you are facing aka is this a HDX issue or RMX?
Both the communities Must Read First and the FAQ within the Video section reference the basic minimum information a new or follow up post should contain.
This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.
As a reminder the basic information asked for:
- Provide the exact Software Version of your Codec
- Provide the Codec Model
- Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
- Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
- If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
- If possible provide the Serial Number of the device
- Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
- For questions around Support please check here
Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.
- How or what is Cloudmeeting?
What type of service is this?
Have they done any interoperability testing with Polycom?
- What is Metrowan?
- How does this all come together with your RMX or HDX?
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.
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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
