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No video and voice in mobile application

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Occasional Advisor

Re: No video and voice in mobile application

Oh my god, sorry for my inattention. With 23 port it works fine

Message 11 of 15
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Occasional Visitor

Re: No video and voice in mobile application

Was this problem solved? We are facing exactly the same issue. Please help.

Message 12 of 15
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Polycom Employee & Community Manager

Re: No video and voice in mobile application

Hello @AndyJain 

 

I replied to your post >here<

 

Please provide the relevant details there.

 

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.

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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 13 of 15
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Occasional Visitor

Re: No video and voice in mobile application

Thanks Steffen. I chose to reply here as this is a more accurate representation of our problem. I hope that is ok.

 

We do have RealPresence Group 500 in our office that works fine with other VC from our other office. However, we are trying to connect to them using the Mobile app and have been struggling to get it working. Mobile app works only if it connected on the same LAN as Polycom VC.  However, if we connect from our other VLANs or from WAN, we face the problem where the VC is able to see and hear the mobile app user but mobile app user cannot see or hear the VC user. We have used port redirection for the ports as suggested by Polycom.

I hope these details are useful. 

 

For reference, your message: 

Not knowing if you actually use any other Poly infrastructure or simply use the free version of RPM it is hard to comment. Do you have a Poly SR as you mention to struggle and help you?

Message 14 of 15
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Occasional Visitor

Re: No video and voice in mobile application

To add to my comments above, I now feel that it is a simple app issue and not a VC setup issue.

I tried calling on test numbers provided by polycom, and it did not work either. I tried the following 2 IPs at:

https://support.polycom.com/content/support/north-america/usa/en/support/video/video-test-numbers.ht...

  • Network Interface: IP Only
  • Capabilities: up to 1920k @ 60fps
  • Test Numbers: Test Number to Dial (LAN/IP): 140.242.250.200
  • Network Interface: IP Only
  • Capabilities: up to 6144k @ up to 50fps
  • Test Numbers: Number to Dial (LAN/IP): 140.242.46.50

I couldn’t see the remote video or sound and the packet loss shown was 100%.