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Occasional Advisor


Hello People, please i am having a challenge with my Polycom RMX Bridge, when i place a call from the RP desktop app, the call connects and then drops after about 10 seconds. Please what could be the issue. Find attached a screen shot of the call traffic which shows a 100% packet loss. What should i be checking.


Polycom Employee & Community Manager


  • Hello @patomon002,

    welcome to the Polycom Community.

    It is always useful to include the currently used Software version of all Polycom products 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 "Must Read First" and is the absolute minimum requirement every new post should include. .

    In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

  • In addition if you dial from another endpoint  (aka not RPD) does this work ?
  • Did this always happen aka is this a new install or did this only happen recently? 
  • What has been changed in your setup?
  • Have you tried to get a wireshark trace of the PC and check if this is a SIP or H.323 call?

    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

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Valued Contributor


Is it possible that your RPD is using a private IP address which is NAT'ed?  If so the incoming media may be coming to the private address from the RMX and not routed properly instead of coming to a NAT'ed public routable address.  A Wireshark packet capture would help with troubleshooting.  On the RMX, you might also be able to see what IP address it is sending the media to.

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