Plantronics + Polycom. Now together as Poly Logo

Ipad RealPresence Mobile Issue!

KAaskilde
Visitor

Ipad RealPresence Mobile Issue!

Hello,

 

We are trying to establish communication to one of our customers.

 

They have a Polycom system that we connect to via our Ipad, they have no problem hearing or seeing us, but we can only either see them or hear them.

 

When we have video turned on we can see them via the Ipad, but we can't get any audio from them. But if we turn off the video and only have audio turned on, we can hear them just fine.

 

We have no ports closed from our firewall and out.

 

I have tried to install the RealPresence client on my computer and it works fine there!

 

Can you please help?

 

Cheers

KAaskilde 

Message 1 of 7
6 REPLIES 6
KAaskilde
Visitor

Re: Ipad RealPresence Mobile Issue!

Any assistance to get here?

Message 2 of 7
PlcoSysEngineer
Advisor

Re: Ipad RealPresence Mobile Issue!

Yes this is really hard situation. Maybe you can try lowering the calling speed to 256Kb.

But Polycom needs to find a solution for this.

Message 3 of 7
KAaskilde
Visitor

Re: Ipad RealPresence Mobile Issue!

We have tried lowering the connection, but without any luck.

 

The only way we can get sound is without video and visa versa.

Message 4 of 7
UCMan
Polycom Employee

Re: Ipad RealPresence Mobile Issue!

Do you have a support contact at Polycom - this type of thing is best managed through them.

 

This sounds like a firewall port issue which is tpically the result of the port blocking rules within either your or your contacts network. However I am surprised that you say you can work fine from your PC but not from a tabtablet. Are both devices used in the same place with the same connectivity?

Message 5 of 7
KAaskilde
Visitor

Re: Ipad RealPresence Mobile Issue!

Hello,

I know this is an old post, but know the system is going to be used again and we still experience the same issue.

I talked with our network guy and he says nothing going out is blocked in the firewall, but can there be something going in that needs to be opened?

Yes it was on the same network that the PC worked just fine, but not the tablet or iPhone.

//Kristian

Message 6 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Ipad RealPresence Mobile Issue!

Hello Kristian,

welcome to the Polycom Community.

The H.323 standard Ports for inbound and outbound traffic are listed in the Release Notes on page 16 => here <=

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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 7