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RMX Video preview window blank

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Valued Contributor

RMX Video preview window blank

Hi All,

 

 

One of our RMX in there in video preview go blank when i try to moniter the sites conntected in confrence from RMX.

 

have any one experience it so share the steps to make it fix??

 

 

Regards

 

Yashpal

BR
Yash
Message 1 of 11
1 ACCEPTED SOLUTION

Accepted Solutions
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Valued Contributor

Re: RMX Video preview window blank

We are neither with encription option in any profille and enpoint nor made any changes in firewall so far.

 

 

Regards

 

Yashpal

BR
Yash

View solution in original post

Message 9 of 11
10 REPLIES 10
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Polycom Employee & Community Manager

Re: RMX Video preview window blank

Hello Yashpal,

it is always helpful to post the current software version used and a short explanation if the feature you are trying to archive has ever worked before or just stopped working.

 

In this case the question is where in the network is the RMX localized, i.e. is the PC that is attempting to monitor the conference in the same network as the media card?

 

If no than this is working as designed and cannot be utilized.

 

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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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
Message 2 of 11
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Valued Contributor

Re: RMX Video preview window blank

Hi,

 

 

Software version is 7.2.2..

 

 

Regards

 

Yash pal

BR
Yash
Message 3 of 11
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Valued Contributor

Re: RMX Video preview window blank

All are connected locally i.e in the same LAN.

 

Regards'

 

Yashpal

BR
Yash
Message 4 of 11
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Polycom Employee & Community Manager

Re: RMX Video preview window blank

Hello Yashpal,

 

you still have not answered my original question.

 

Has this ever worked or has this only recently stopped working?

 

In addition you mention that you have other RMX's in your setup. Does the feature work there and do they run the same Software?

 

With the lack of Information or follow up it will be tricky for anyone to attempt and help you and I can only remind you to work with your Polycom reseller for first level support.

 

Best Regards

 

Steffen Baier

----------------
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.

----------------

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
Message 5 of 11
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Valued Contributor

Re: RMX Video preview window blank

Hi,

 

past day it was working fine on the RMX having in issue,since today morning it stop working.

 

Both RMX having same software version as well as same configration same feature is working fine on another RMX.

 

I regrate for your inconvienence caused due to lack of information.

 

 

Regards

 

Yashpal

BR
Yash
Message 6 of 11
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Polycom Employee & Community Manager

Re: RMX Video preview window blank

Hello Yashpal,

 

above information provides a completely different overview than your simple post at the beginning.

 

Have you tried a different PC and are you sure no local or network firewall changes have been made.

 

A simple test for yourself would be to do a wireshark trace comparing a working good RMX with your non working RMX.

 

In order to troubleshoot this on a support level the logs of the RMX would need to be forwarded via your Polycom reseller to Polycom support.

 

A simple reboot of the RMX may also fix this but does not explain the issue if not working with Polycom support to gather the relevant data to prevent this if it is software related.

 

Best Regards

 

Steffen Baier

----------------
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.

----------------

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
Message 7 of 11
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Advisor

Re: RMX Video preview window blank

Something else to take a look at -- When we initially rolled out the RMX, we discovered that we could not monitor video conference profiles that used encryption. 

 

Ensure that none of your endpoints, conference profiles are using encryption when trying to monitor.

 

-Lucas

Message 8 of 11
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Valued Contributor

Re: RMX Video preview window blank

We are neither with encription option in any profille and enpoint nor made any changes in firewall so far.

 

 

Regards

 

Yashpal

BR
Yash

View solution in original post

Message 9 of 11
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Honored Contributor

Re: RMX Video preview window blank

Our experience shows that getting Video Preview is a lucky surprise and not a regular feature. Usually I instruct operators to use a S/W application (PVX, m100, CMAD - what applicable) to monitor the conference. I understand that this requires one RMX resource but the result is worth while.

WBR,
Mike
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“Reports that say that something hasn't happened are always interesting to me, because as we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns- the ones we don't know we don't know.”
― Donald Rumsfeld
Message 10 of 11