Plantronics + Polycom. Now together as Poly Logo

RMX's Meeting Rooms lose presence

Respected Contributor

RMX's Meeting Rooms lose presence

Hi guys!


I have a Lync 2010 deployment with RMX integration.
RMX 2000:
Lync 2010 (one FE server)

I've registered RMX on Lync (TCP 5060 without certificate) and used Meeting Room for dial-in from Lync clients.
Meeting rooms in the RMX had an available status.
That worked fine.


After few days, all Meeting rooms received an unknown presence, but calls to these MRs worked fine.
I've deleted and recreated Meeting Rooms and they has online status again.


Somebody faced a similar problem?




Message 1 of 12

Re: RMX's Meeting Rooms lose presence

I have seen the same problem, must be a bug, although I have one meeting room with presence working and three that show as no presence.

Message 2 of 12
Respected Contributor

Re: RMX's Meeting Rooms lose presence

Yes, it looks like a bug.


What RMX software version do you have?

Message 3 of 12
Polycom Employee & Community Manager

Re: RMX's Meeting Rooms lose presence

Hello all,


do you use any DNS load balancers ?


The best and correct way forward is to raise a ticket with your Polycom reseller.


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 12
Respected Contributor

Re: RMX's Meeting Rooms lose presence

No, I don't use DNS load balancer. Only one FE Lyns server is on site.


If I rise a ticket, the first advice will be upgrade RMX software to the newest version. RMX has software. I can't upgrade this RMX, because RMX is part of big system. All RMXs on this system have the same software.


Message 5 of 12
Occasional Advisor

Re: RMX's Meeting Rooms lose presence

I am having similar issues with my RMX-2000 on release, working with Lync 2013.  The SIP integration works great but then for some unknown reason I'll come in the next morning and some random sampling of virtual rooms will be disabled.


In some cases, if I make a change to the room ID (such as change it from 5555 to 55551), save it, change it back and save again, the room automagically registers and everything is happy.  If that doesn't work, then if I DELETE the room and rebuild it, it automagically starts working again.


It's as if some memory register somewhere is getting hosed and one way or the other I'm resetting the register.


And yes, I'm planning to open a support ticket with Polycom, just haven't gotten around to it yet.

Message 6 of 12

Re: RMX's Meeting Rooms lose presence

I'm having the same issue, and it's not all the RMX meeting rooms at the same time.  Occasionally its just one or two, other times its all of them.


This happened on my single Lync 2010 Front End and my new Lync 2013 Front End.  Pretty annoying.  It seems like I can call into the room via Lync and then the presence starts working again.


RMX version:


I agree about support, they will recommend I upgrade to the latest firmware which (in full respect) is quite a bit more buggy than 7.7.  I've not been happy with my purchase of the RMX since I've previously owned Codian products which were rock solid :(


Edit:  No DNS loan balancer in play here, I've only got a single front end server

Message 7 of 12
Respected Contributor

Re: RMX's Meeting Rooms lose presence

Hi all


I see some Known Issues in Polycom Release Notes.


1. BRIDGE 1322 When using an RMX with Lync, SIP registration on the meeting room is 

mismatched. from Using Polycom Unified Communications in Microsoft® Environments Release Notes

RMX software version is unknown.


2. BRIDGE-1012 The presence status of Meeting Rooms connected to the Microsoft Lync Server might be set to "Offline" instead of "Available" when the Lync Server is reset. RMX V7.8.0

from Polycom® RealPresence® Collaboration Server (RMX) 1500/2000/4000 Release Notes


but in my case we didn't reset Lync Server and RMX has







Message 8 of 12
Occasional Advisor

Re: RMX's Meeting Rooms lose presence

Interesting, I hadn't tried calling into the room with Lync but that does work.  This morning when I came in I found 10 out of 12 rooms were out.  But just dialing into them restored the status.


It's a lot easier than deleting and rebuilding them!

Message 9 of 12

Re: RMX's Meeting Rooms lose presence

Occasionally my RMX (7.7) itself will lose registration with the Lync 2010 Server.  However the individual bridge rooms will stay registered, since they register to the Lync server independently of the RMX.


However, when the entire RMX loses registration to the Lync server, my Lync users cannot call into the RMX using ad-hoc bridge rooms (scheduled from the Polycom Outlook plugin).  The plugin just creates a random room number, and when user's call it from Lync, it should created an ad-hoc video room on the RMX.  This fails when the RMX unregisteres from the Lync front end.


The only fix is to reset the RMX.



Message 10 of 12