No video / audio

[Dano]

Since updating Ipad IOS to v.6.1.2 real presence mobile is not working. I can connect to test sites but do not get audio or video. Was working fine before update. Is there an incompatibilty issue?

[SteffenBaierUK]

Hello Dano,

welcome to the Polycom Community.

Just did a quick test with my iPad 4th Generation on iOS 6.1.2 in provisioned mode and have no issues.

What mode are you running?

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

[Dano]

Using in basic mode.

[GlennDavis]

Dano,

I have an iPad 4th Gen on iOS 6.1.2 in basic mode as well and can call to our external test sites successfully. I also just tested with another 4th Gen on iOS 6.1.3 in same scenerio and its working.

From what your explaining to be an issue it appears its firewall/port/forwarding related.

[trustee]

I recently updated to an ipad  runnign 6.1.3.  I am now getting audio but no video using H.323 calls.  It is only a problem in my HDX 7000 but not the polycome test sites.

[GlennDavis]

trustee,

I will need a lot more information to assist in this one.  Generally speaking when there are issues with any calls in regards to one way audio/video there is something blocking the data such as a firewall. 

-Are you dialing from the same physical location when calling the Polycom test sites as you are when you call your HDX 7000?

-Can you explain the scenario a little more?

[trustee]

Sure-thanks for the response.  I am dialing in to the test sites and other polycom units with no problem.  I am dialing in on  Version 2.2-31634 Realpresence mobil from my IPAD using OIS version 6.1.3 (10B329).  I can connect with all of the other sites from the same originating location.  But when I try to connect with my own HDX 7000(which is not behind my firewall) I can only get audio.    I am dialing all site from the same originating physical location.

[GlennDavis]

Thanks for the update trustee.

The Polycom test sites our out on the internet and have nothing blocking them at all.  It appears from your description that your HDX 7000 might not be at the same physical location as your iPad.  Or you are on different networks that are having issues communicating fully.  I would ask that you look at the physical connections between your iPad and your HDX 7000. Is there a firewall? Router? etc..

Can you test with the iPad and the HDX 7000 connected within the same network (LAN)?

[mhengles]

I'm having the same problem and my machine does not pass through a firewall. You have found the solution to this problem?

Best Regards

Marcelo Hengles

[mhengles]

Problem solved! In my case, I disabled the diagnostic mode