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Can't see video on the other end

SOLVED
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Occasional Advisor

Can't see video on the other end

I can get audio from the other end but I can't see their video (only the default blue screen appears) on my iPad connected over cellular data. I have tried this on 2 iPads.

 

I have tried the test number 140.242.250.203 and am able to get both video and audio through H.323 but not through SIP .

I tried connecting to their number through another user's Android phone and was able to get video and audio.

I have connected through a mobile hotspot and can get audio and video.

 

Why is it that when I connect through cellular on my iPad I can't get video?

Message 1 of 8
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Can't see video on the other end

Hello tzaqaree,

welcome to the Polycom Community.

If you can connect to the Polycom test sites but are unable to connect to a IP address given to you by a third party most likely they have not forwarded the relevant ports etc.

 

Please have a look at the Video FAQ in my signature.


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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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

View solution in original post

Message 3 of 8
7 REPLIES 7
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Occasional Advisor

Re: Can't see video on the other end

Also, I have tried connecting through the desktop application to the mobile site. The same problems occur for the ip address that I am trying to connect to, but not for the test site.

Message 2 of 8
Highlighted
Polycom Employee & Community Manager

Re: Can't see video on the other end

Hello tzaqaree,

welcome to the Polycom Community.

If you can connect to the Polycom test sites but are unable to connect to a IP address given to you by a third party most likely they have not forwarded the relevant ports etc.

 

Please have a look at the Video FAQ in my signature.


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

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

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

View solution in original post

Message 3 of 8
Highlighted
Occasional Advisor

Re: Can't see video on the other end

 We were able to connect using another phone to get both audio and video. 

Message 4 of 8
Highlighted
Polycom Employee & Community Manager

Re: Can't see video on the other end

Hello tzaqaree,

is this:

 

  • Android or iOS?
  • Same version?
  • Same network provider / network?
  • Same Data Plan?

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

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

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 8
Occasional Advisor

Re: Can't see video on the other end

  • iOS but we are having the same problems on an Android device I have tested with. This problem also occurs on the desktop version.
  • The iOS and the Android are using the newest version. I'm not sure what version the phone that was working used. 
  • Same network. Verizon.
  • Different Data plans.
Message 6 of 8
Highlighted
Occasional Advisor

Re: Can't see video on the other end

The user who's phone worked to connect was using SIP with UDP Transport Protocol but no SIP registration. We were using H.323 protocol. Tried switching our protocol to UDP but it still is not working. 

Message 7 of 8
Highlighted
Occasional Advisor

Re: Can't see video on the other end

Turns out he had his video turned off.

Message 8 of 8