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No video and voice in mobile application

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Occasional Advisor

No video and voice in mobile application

Hello there!

 

Faced with some trouble. We have Polycom Group Series 500 and sometime we call to this from mobile application (on iPhone, iPad, doesn't matter). If device isn't connected to our corp VPN (for example just in LTE network), the video and sound on device are missed (blue screen). But video and sound in Polycom station are availible and work fine in same call. If device is connected to VPN, video and sound are availible.

 

What reasons can be?

 

Thanks a lot in advance!

Message 1 of 15
14 REPLIES 14
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Polycom Employee & Community Manager

Re: No video and voice in mobile application

Hello @duckpower,

welcome to the Polycom Community.

Your provider blocking the traffic / ports?

 

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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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 2 of 15
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Occasional Advisor

Re: No video and voice in mobile application

Steffen, provider said all ports are opened. Firewall is disabled till polycom. And if we are calling between two polycom stations (in different IP networks), connection is fine too. Trouble is seeing in mobile application session only...
Message 3 of 15
Polycom Employee & Community Manager

Re: No video and voice in mobile application

Hello @duckpower

 

the scenarios clearly show something is blocking the traffic. Is this on an Android app as you could do a wireshark trace.

 

Best Regards

 

Steffen

----------------
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 15
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Valued Contributor

Re: No video and voice in mobile application

You might want to do the Wireshark/TCPDump trace on the Group 500 end.  Chances are, it is being requested to send out its audio/video to private IP addresses which obviously wouldn't reach the iPad/iPhone mobile device.  If that is the case, the iPad/iPhone mobile software is not doing NAT from private to public properly for embedded addresses.  Are you making H.323 or SIP calls?

JoeV
Message 5 of 15
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Occasional Advisor

Re: No video and voice in mobile application

Yeah, i thought about Wireshark too.
H.323 calls
I will test in monday and come back with results.
Thanks for advices, guys!
Message 6 of 15
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Occasional Advisor

Re: No video and voice in mobile application

Joe,

 

what port should i use for sniffing Group 500? I read that it must be 2002, but it's closed and i think this port uses for phone devices.

I add Remote Interface in Wireshark, select external IP-address of Group 500 in the "Host" field, port 2002 and password authentication. When i put "OK" button, error with code 10061 occurs.

Message 7 of 15
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Polycom Employee & Community Manager

Re: No video and voice in mobile application

Hello @duckpower

 

from the Video FAQ:

 

Feb 10,2017 Question: Can I remotely take a Wireshark capture from a RealPresence GroupSeries?

Answer: Since Software Version 4.1.1 you can follow this tech tip => here <=

 

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 8 of 15
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Occasional Advisor

Re: No video and voice in mobile application

Command from FAQ document doesn't work. I connected to Group 500 by telnet. When enter command "capture Remote Start" take this:

"error: command not found".

Message 9 of 15
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Polycom Employee & Community Manager

Re: No video and voice in mobile application

Hello @duckpower,

Are you sure you are using port 23?


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 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 10 of 15