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iPad cannot display far site video

Occasional Advisor

Re: iPad cannot display far site video

I can get my iPad to work with our HDX9004 when they are both on the same private network segment.  The HDX9004 is now on the public network with a public IP address.  I can not get video/audio from my iPad that is behind my Linksys router on a home DSL circuit.  The iPad connects every time - just no received audio or video.  I have talked with some of my peers and they have been able to get their iPads to work behind home router systems.

Message 11 of 19
Polycom Employee & Community Manager

Re: iPad cannot display far site video

Hello Kiheiman,

welcome to the Polycom Community.

Did you open or forward any ports from your Router to the IP of your iPad?

 
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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Please be aware:For questions about the type of support to expect please check here

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The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 12 of 19
Occasional Advisor

Re: iPad cannot display far site video

I set up port forwarding on my Linksys router for all TCP/UDP ports between 1 to 50,000.  The HDX system can see and hear me, but I cannot see or here them.  I also tried the wireless setup at McDonalds and Startbucks and that also did not work.  I plan to try to place a call from the HDX system to my iPad to see if I get any different results.  IN most cases, the call always connects.  I have tried a number of the Polycom demo sites and they connect and then hang up about one second later.  I know the demo sites work good with the HDX system.

 

To be honest, it seems that a lot of iPad users are having the same problem.   I have asked Polycom for details on the CMA solution, but cannot get any info.  Just to clarify.  iPad to HDX works fine in both directions for audio and video, when the iPad and the HDX system are on the same subnet behind the firewall.  However, we have had to move the HDX system to a public IP because of various firewall issues with our other Polycom partners. 

 

 

Message 13 of 19
Occasional Advisor

Re: iPad cannot display far site video

Here is an update on my testing.  I can connect with the HDX system every time.  The HDX end can always see me and hear me.  I can hear them and see them about 1 times out of 10 tries.  Most of the time, I connect but hear no audio and see no video.  I tried various port forwarding settings on the LinkSys router.  It appears to me that the Realpresence app is not ready for prime time.

Message 14 of 19
Occasional Advisor

Re: iPad cannot display far site video

I had a peer across the country do the same testing with his iPad (at home behind a DSL router) test with his HDX system that is on the public network (not behind a firewall).  He experiences similar problems - he can always connect, but sometimes he does not hear or see the HDX site on his iPad.  I did about two hours of testing on the various Polycom demo sites - same results - always connects but I only see video from the Polycom site on about 1 out of every 5 attemps.

 

Is this problem being addressed by Polycom engineering?  We were hoping to use the iPads as part of remote learning (students with iPads video conferencing into the HDX system used by the instructor).  I am going to have to report back to college management that Realpresence on an iPad is not going to be a solution at this point in time.

Message 15 of 19
Polycom Employee & Community Manager

Re: iPad cannot display far site video

Hello Kiheiman,

 

I would suggest you raise a Ticket with Polycom Support.

 

Polycom utilizes Video conference industry standard ports and protocols but due the vast amount of different home routers sometimes (as in your case) the routers / access points simply refuse to be utilized using the standards.

 

The Polycom Real Presence solutions in provisioned mode would work around this and still keep this compatible with other vendors.

 

The best case forward for you would be to work with your Polycom reseller to be introduced in the professional solutions or raising a ticket via your reseller with Polycom support to gather more insight in the difficulties that you currently have.

 

Best Regards

 

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 16 of 19
Occasional Advisor

Re: iPad cannot display far site video

Thanks for the update.  I have had a number of Polycom people tell me that I needed to use the Provisioned mode, yet no one can tell me what I need to have in order to use that mode - very frustrating.  I have been in contact with Polycom System Engineering and they seem to confirm that the basic mode will not work when the iPad is behind a firewall/router and the HDX system is on the public netowork - but I could get no info on what I need to do to get the system working.  This is forcing me to look at non-Polycom solutions.  I have spoken with a couple of our Polycom resellers and they also do not know how to get the system to work - other than their testing with Realpresence on the iPad has not been successful.

 

What do I need to do to escalate this issue to a higher level.  My guess is that there are a large number of people having the same problem.

Message 17 of 19
Highlighted
Occasional Advisor

Re: iPad cannot display far site video

Just a side note on the iPad video conferencing issue.  We have used the Polycom Telepresence M100 app on desktops and laptops and it works good.  I used the M100 app on my home test setup and it works as advertised, but the Realpresence app on the iPad does not work.

Message 18 of 19
Polycom Employee & Community Manager

Re: iPad cannot display far site video

Hello Kiheiman,

 

I am still a bit surprised about your comments and the lack of knowledge from your Reseller end or even the quoted Polycom teams. If you have a Polycom case number from support I would be able to follow this up internally.

 

The m100 is a completely different product unlike the CMAD or the Real Presence Mobile / Desktop and require the following:

 

Polycom CMA® System and RealPresence Resource Manager System

 

The RealPresence Mobile application can register to the Polycom CMA® server version 6.2 and Polycom RealPresence Resource Manager server version 7.1.
The CMA and RealPresence Resource Manager systems can schedule and perform limited monitoring of the RealPresence Mobile application, but cannot fully manage, provision, or update the application.

 

Above is what is described as provisioned mode and is mentioned amongst other limitations between standalone and provisioned mode within the release notes => here <=

 

Once you provide the details of the Polycom SE or the Polycom service Ticket number we can follow this up and get back to yourself.

 

Best Regards

 

Steffen Baier

 




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 19 of 19