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Dial In with lifesize MCU

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YashPal
Valued Contributor

Dial In with lifesize MCU

Hi All,

 

One of our external party having a lifesize MCU,now come to issue when they try to dial out our public ip they get a error msg far end host not reachable.we have a HDX 7000 with software version 3.0.1

 

Could any one help me to fix it up??

 

Regards

 

Yashpal

BR
Yash
Message 1 of 4
1 ACCEPTED SOLUTION

Accepted Solutions
YashPal
Valued Contributor

Re: Dial In with lifesize MCU

They are dialling us.all recomanded firewall ports are open.

 

Regards

 

Yashpal

BR
Yash

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3 REPLIES 3
Kendo
Polycom Employee

Re: Dial In with lifesize MCU

Can other sites call in to you?  If yes then there is an issue on the Life Size side. If no then the issue is on your side.  You need to determine exactly where the problem lies before you can effectively trouble shoot.

Ken
Polycom
Sr. Product Support Technician
Message 2 of 4
YashPal
Valued Contributor

Re: Dial In with lifesize MCU

They are dialling us.all recomanded firewall ports are open.

 

Regards

 

Yashpal

BR
Yash

View solution in original post

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Dial In with lifesize MCU

Hello Yashpal,

 

you did not fully answer Kendo's question nor provided sufficient information.

 

  • Can any other non Polycom End Point or Polycom End Point call you successfully ?

  • Did you verify that the Lifezsize is running a supported / interoperability tested Software Version?
    Please check the Release Notes => here <= and I would suggest to use at least HDX Software 3.0.4 or 3.0.5 if you require Support from Polycom

  • Is this a SIP or H.323 Call?

  • Have you checked the HDX logs to check for any errors

  • Have you attempted a wireshark trace on a spanned port to verify / compare between a good call and a bad call

  • Did your far end Partner contact their Support Organization and / or can they call any other Non Polycom Endpoints or the Polycom Test Sides?

 

As you can see by above follow up that troubleshooting should require some in depth testing and you may need to involve your Polycom reseller to raise a ticket with Polycom support if non of the community members have any more advise.

 

Best Regards

 

Steffen Baier

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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.

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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.
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