Audiio but no video problem

[Anonymous]

Hi all

We have an issue here with one of our customers and was wondering if anyone had experienced something similar?

The setup:

Site 1: 1 x HDX 4000 HD unit

Site 2: 1 x HDX 6000 HD unit

Site 3: CMA Gatekeeper

All other sites: A combination of the 4000 and 6000 series units

Right, the problem seems to be this:

Any call between one of the 'any other sites' and either site 1 or 2 results in a normal video with audio conversation. Everyone's happy. However, any call between site 1 and site 2 results in audio and no video.

We've checked the network and we have all the usual settings: separate VLAN for the Polycom endpoints, we trust the DSCP markings from the endpoints (video = AF41, voice = EF, call control = DSCP24) and we have sufficient bandwidth plus QoS on the WAN. No obvious delay/latency issues. Our thinking is that it's not the network as why would the other calls work just not between these two specific sites.

My knowledge of the inner workings of the Gatekeeper in this environment is very limited so cannot offer much in the way of advice there but as I understand it is acting as the directory of the network.

We took a Wireshark capture of a successful call and also a capture of a call between sites 1 & 2 and checked for any deltas. Nothing obvious seems to be jumping out.

Basically we're stumped and are in desparate need of some advice.

Your thoughts and suggestions are most welcome and appreciated.

Thank you

[Anonymous]

Best to give Polycom support a call.  It will be easier to ask and answer questions on the phone.

It may be something as simple as a monitor issue where sound id heard but the display is on another input or firewall ports not open.  THere may also be something with the CMA settings.  Is the CMA in routed or direct mode for video?  If routed then traffic goes through the CMA, if direct then the CMA is for setup but traffic goes direct point to point. 

http://support.polycom.com/PolycomService/support/us/support/Contact_Us.html