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RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

Highlighted
Frequent Advisor

RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

Hi All,

 

I have a bit of a problem, I have a CMA, RMX and 11 HDX Endpoints.

 

Software Version of all the Infrastructure:

 

CMA: 6.2.2ER14

RMX: 7.8.0.246

HDX: 3.1.0

 

Once I create a Conference on the RMX I am not able to dial out to an HDX unit from the RMX. From what I can gather is that the call establishes, I can see the call coming in on the HDX unit, on the web brower under place a call, I can see that the Rx protocols are provided but on the Tx side, the vide protocol does not establish. I have tried to call both the E164 Alias and IP address of the HDX Endpoint.

 

When I call the RMX from an HDX unit the call completes correctly.If I call both the IP and E164 Alias it works.

 

Can someone please guide me in the right direction to resolve this issue.

 

Regards,

Message 1 of 10
9 REPLIES 9
Highlighted
Polycom Employee & Community Manager

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

Hi,

 

I have moved your post to the bridging section as you posted in the development section.

 

I would suspect a Firewall and you should gather a wireshark trace for a good call (HDX => RMX) and then a bad call (RMX => HDX) and compare both.

 

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.

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

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 10
Highlighted
Honored Contributor

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

As a trick: try to downgrade RMA to ver. 6.2.1. It seems that ver. 6.2.2 has too many bugs. Please note that this version is removed from support page.

WBR,
Mike
--------------------------------------------
“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 3 of 10
Highlighted
Polycom Employee & Community Manager

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

Hello all,

 

you cannot downgrade the CMA. Once you are on a version only a complete rebuild will enable you to get to a desired Software version.

 

I am not aware that the CMA 6.2.2 issue would cause what you are describing above.

 

If you raise a ticket with Polycom support we can provide a CMA 6.2.2 HotFix if you are affected by the known 6.2.2 issue.

 

The CMA 6.2.3 official upgrade should be released soon.

 

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 4 of 10
Highlighted
Valued Contributor

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

is this issue for a particular EP or for all? Regards Yash Pal
BR
Yash
Message 5 of 10
Highlighted
Occasional Visitor

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

We have the same exact problem: Devices registered with the CMA are adversely affected in video conferences when the CMA (for an unknown reason) believes a maximum allowed active calls exceeds the capacity of the CMA even though there is a descrepancy between active calls actually being placed and what the CMA believes.

 

We've had to call Polycom several times to have the web-in, restart services: Polycom Gatekeeper, Polycom Jserver, Polycom Service Monitor, and Polycom DialRuleService.  The other method of resolving this issue is restarting the CMA and hoping the active call count goes back down to zero after the reload.

 

Here is what we are seeing in our logs in the CMA:

 

PN request disconnects

ProcessDRQ: Release 

Application is requesting all call segments to terminate.

 

Restarting the CMA on a daily basis, sometimes more than once just to keep things going.  We're waiting on the patch which seems to be slow at getting out.

 

I can't believe something like this got through testing .... Our educational facilitiy is being crippled by this issue!

 

Message 6 of 10
Highlighted
Polycom Employee & Community Manager

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

Hello kcavalancheman,

welcome to the Polycom Community.

If you have an issue with your CMA running 6.2.2 please contact Polycom support. The CMA 6.2.2 HF1 has been released already via support.

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.

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

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 10
Highlighted
Occasional Visitor

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

We FINALLY received this patch late Monday afternoon.  CMA-hotfix1_6.2.2.0-109553 patch resolved our resource issues.

Message 8 of 10
Highlighted
Advisor

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

Is this patch available from the support site?

Message 9 of 10
Highlighted
Polycom Employee & Community Manager

Re: RMX not able to dial out to Endpoints but Endpoints can dial out to RMX

Hello gfolens,

welcome to the Polycom Community.

You will need to raise a service ticket via your Polycom reseller. The HotFix / Patch is not available for public download.

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

----------------
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 10 of 10