Call being disconnected without warning. The call has ended. Local user initiated hangup.

[kingdomhun]

Hello. 

We've been using RealPresence Group 500 for around 3 years now. 

Quite recently, we've been having some issues with video conferencing. After around 30 minutes or so, the call suddenly hangs up, and when we access the cdr, the log says "The call has ended. Local user initiated hangup." 

It doesn't seem to be a network problem, as we had no issues with Internet and any of the firewall settings we had previously did not cause the call to end. We did not attempt to hang up the phone, but rather the call simply ended.

Any help that can be provided? 

Thank you.

[SteffenBaierUK]

Hello @kingdomhun ,

Welcome to the Poly Community.

• What kind of calls are these?
  External or Internal?
• SIP, H.323 or Skype for Business?
• What Service are you using?
• Have you tested two systems calling each other within your network? Do these calls stay up?
  30 minutes usually mean some keepalive or similar
• What Software version is installed?

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

Best Regards

Steffen Baier

[kingdomhun]

Most of the calls made were through SIP, though we do have some H323 . All of the calls were internal.  Most of the calls were made through Acano Call Bridge or Polycom Real Presence Group 500/6.2.2.4. 

We are using Release - 6.1.0-310348 for our Software Version. 

Two calls last 30 minutes or so. Logs show "The call has ended. Local user initiated hangup." when done so, and even when normally hung up, it shows this message in the cdr. 

[SteffenBaierUK]

Hello @kingdomhun ,

again not all questions have been answered or at least in a way we could recommend anything else than raise this with our support team.

• Do the calls disconnect for both the GroupSeries running 6.1.0 and the one on 6.2.4?
  
  
• When you state internal are these on the same network segment or are they crossing onto other networks that are potentially behind firewalls? Have you made a test call using RealPresence Desktop from the same network segment and do these disconnect?
  
  
• We would need to see some logs with SIP / H.323 in debug but for myself, as a Poly employee, this is outside the scope of what I can help within this community.

The next step, if none of the other volunteers has any ideas or suggestions would be a service ticket.

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

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