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Black Screen when calling with Klood

Yannickb
Occasional Visitor

Black Screen when calling with Klood

Hello, 

We tried to lauch a klood conference this morning : we get a black screen and we cant see or here nobody, but it seems others people see us and hear us.

 

How could I fix it ? 

 

Thank you.

Message 1 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Black Screen when calling with Klood

Hello @Yannickb ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Codec
  • Provide the Codec Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the Serial Number of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

If you require urgent support please contact your Poly reseller.


In order to raise a support ticket, you need to usually work with your Poly reseller as they need to do this for you.

End Customers are normally unable to open a ticket directly with Poly support.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

 

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

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 7
Yannickb
Occasional Visitor

Re: Black Screen when calling with Klood

Hello please find our informations  : 

 

RealPresence Group 500
Hardware Version:20 
System Software: Release - 6.1.2.1-380105
Serial Number: 8G174247D714CV
MAC Address: 00:e0:db:47:d7:14

 

I have the same issue when I call another polycom.

 
Message 3 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Black Screen when calling with Klood

Hello @Yannickb,


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

  • 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.

ITANCIA SARL sod this Group Series back in 22/12/2017 but I assume you must have a valid service contract as you are running the latest software.

 

Please contact the support team.

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

Best Regards

Steffen Baier

 

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

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 4 of 7
Yannickb
Occasional Visitor

Re: Black Screen when calling with Klood

All relevants ports are open. 

It was working well... but this morning not..

Message 5 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Black Screen when calling with Klood

Hello @Yannickb ,

 

all of this information is useful when a new post is started.

 

Again the FAQ has this post:

 

  • Jun 21,2014 Question: Is there a way I can make a test call to a Polycom site?

    Answer: Have a look at this post => here <=

 

The next step would be a support ticket.

 

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

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

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 6 of 7
Yannickb
Occasional Visitor

Re: Black Screen when calling with Klood

I cant call a part of these numbers : 

For example  polycom israel, nothing appends

PolycomUSTTESTHDX800 : I have the sound and a blue screen.

USTESTGS700-200 : sound and video

Message 7 of 7