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Issues with using RealPrecence HD with iOS devices, keeps disconnecting around 11-12 minutes

Occasional Visitor

Issues with using RealPrecence HD with iOS devices, keeps disconnecting around 11-12 minutes

We have issues with those who are using the RealPresence HD app on Apple devices where the call will just disconnect after about 10 or 12 minutes, we are not having this issue with those who are using the app on Android devices, only with iPads and iPhones.

 

I am going to assume it is an issue with either an iOS update or other related issues, and we were wondering if there is a fix on Polycom's end of things, or if it is a settings issue that is new to the newer iOS versions.

 

Message 1 of 6
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Polycom Employee & Community Manager

Re: Issues with using RealPrecence HD with iOS devices, keeps disconnecting around 11-12 minutes

Hello @Sean Fox(PAWD) ,

 

Welcome to the Poly Community.

We would need you to open a ticket on this as I am not aware of any other reports of this.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed 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

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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
Message 2 of 6
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Occasional Visitor

Re: Issues with using RealPrecence HD with iOS devices, keeps disconnecting around 11-12 minutes

Is there a support portal for Government users of Polycom products, as most of our products came to us as part of a larger project where the purchased Polycom products were one of many things provided to us by them. 

Message 3 of 6
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Polycom Employee & Community Manager

Re: Issues with using RealPrecence HD with iOS devices, keeps disconnecting around 11-12 minutes

Hello @Sean Fox(PAWD) 

 

so far we neither know the iOS version or the RPM version but I assume you have a Polycom RealPresence ResourceManager and a DMA. This should enable you to work with whoever installed this. These devices are usually under contract and their serial numbers should allow you to call support.

 

The quicker you get this into support the quicker we can root cause this and help you.

 

Best Regards

 

Steffen Baier 

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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
Message 4 of 6
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Polycom Employee & Community Manager

Re: Issues with using RealPrecence HD with iOS devices, keeps disconnecting around 11-12 minutes

Hello @Sean Fox(PAWD) 

 

I just did a test call using an iPhone 11 on iOS 13.4 and RPM 3.11.1-72381 and had a 44 minutes test call using SIP with no issue.

 

Best Regards

 

Steffen Baier

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

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 6
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Polycom Employee & Community Manager

Re: Issues with using RealPrecence HD with iOS devices, keeps disconnecting around 11-12 minutes

Hello @Sean Fox(PAWD) 

 

this seems to be a known issue as documented >here< if this matches your use case.

 

Best Regards

 

Steffen Baier

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

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 6 of 6