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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello,

 

I have a RMX 2000 and sometimes when I make conferences and I try to connect participants, the RMX doesn't connect the participants. I looked the alarms and didn't show anything and I looked the MPM card and the NTL and they didn't have any problem.

 

I looked in each CDR of the conference and in participant disconnection showed mcu_internal_problem. I search in manuals about this problem but I don't find anything about it.

 

So, I must restart the RMX and I can connect participants. For that reason, I want to know what is the cause of this problem and what I must make to fix it.

 

Looking forward for a response,

 

3 REPLIES 3
HP Recommended
Hello Vero,

It's always a great idea to post the current software version of all the devices involved as yourself or others can check the currently latest release notes n order to determine any known issues.

Best regards

Steffen Baier
------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hello,

 

The RMX's version is 7.6.1.138 and I looked the release notes for that version and can´t find any solution.

 

The RMX has been installed for three years and this issue happened once in this week and I can´t find the reason for this issue.

 

 

Awaiting for a kind response.

 

HP Recommended

Hello Vero,

 

this sounds like a support ticket to me. I would suggest you work with your Polycom reseller and/or Polycom support directly as most likely, if it is reproducible, a network trace may also be needed in addition to the logs and CDR's.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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