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No video / audio

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Occasional Contributor

No video / audio

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?

Message 1 of 13
12 REPLIES 12
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Polycom Employee & Community Manager

Re: No video / audio

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

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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 13
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Occasional Contributor

Re: No video / audio

Using in basic mode.

Message 3 of 13
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Polycom Employee & Moderator

Re: No video / audio

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.



Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Glenn Davis

Polycom Global Services

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" and feel free to give me Kudos.

Please also make sure to check the below link for more RPM information
http://support.polycom.com/PolycomService/support/us/support/video/realpresence_mobile/realpresence_mobile_overview.html
Message 4 of 13
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Visitor

Re: No video / audio

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.

Message 5 of 13
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Polycom Employee & Moderator

Re: No video / audio

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?

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Glenn Davis

Polycom Global Services

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" and feel free to give me Kudos.

Please also make sure to check the below link for more RPM information
http://support.polycom.com/PolycomService/support/us/support/video/realpresence_mobile/realpresence_mobile_overview.html
Message 6 of 13
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Visitor

Re: No video / audio

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.

Message 7 of 13
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Polycom Employee & Moderator

Re: No video / audio

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)?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Glenn Davis

Polycom Global Services

If you find my post helpful, and it answers your question, please mark it as an "Accepted Solution" and feel free to give me Kudos.

Please also make sure to check the below link for more RPM information
http://support.polycom.com/PolycomService/support/us/support/video/realpresence_mobile/realpresence_mobile_overview.html
Message 8 of 13
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Occasional Visitor

Re: No video / audio

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

Message 9 of 13
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Occasional Visitor

Re: No video / audio

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

Message 10 of 13