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Real Presence Mobile IOS Issues

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Occasional Contributor

Real Presence Mobile IOS Issues

I know there are a lot of previous posts about this issue was wondering if anything new has come out. When attempting to connect to several RPG 500s the call establishes but all we get is a blue screen and 100% packet loss? This will occur on both cellular as well as WIFI connection. At first i though that it was an issue with the cellular carrier but it does it on WIFI as well.

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Polycom Employee & Community Manager

Re: Real Presence Mobile IOS Issues

Hello @Mdickson ,

 

Welcome back to the Poly Community.


The Video Endpoints FAQ contains a post about troubleshooting issues like this. I suggest your Network team starts a wireshark trace on the network the WiFi is connected to.

 

  • Jun 21,2014 Question: Are there specific Ports in my firewall that I need to open in order to utilize video conferencing?

    Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <=.

    In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

 

  • Jun 21,2014 Question: What could be causing one way video or one way audio when utilizing video conferencing?

    Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <= in order to open the relevant firewall ports.

    In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

 

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
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Occasional Contributor

Re: Real Presence Mobile IOS Issues

Thank you but there are no issues with the firewall settings all ports are opened. It is only happening for the IOS app, Real Presence mobile Android and desktop versions work flawlessly.

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Polycom Employee & Community Manager

Re: Real Presence Mobile IOS Issues

Hello @Mdickson ,

 

that is an interesting detail and I assume this needs to come into support.


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

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

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
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