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External units unable to connect with RMX

jimmygai
Occasional Visitor

External units unable to connect with RMX

We have been having issues with our external sites not being able to connect with our RMX.  They can dial the IP string and it rings and rings.  They try this a few times, and then finally on about the 8th time it finally connects.  We have gone ino the VBP and nothing has been changed as far as the side gatekeeper address.  This problem has only started occuring in the last week.  Thanks.

Message 1 of 3
2 REPLIES 2
SteffenBaierUK
Polycom Employee & Community Manager

Re: External units unable to connect with RMX

Hello jimmygai,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

In addition it would also help if you could specify what models are being used that fail to dial into the RMX.

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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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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 3
jimmygai
Occasional Visitor

Re: External units unable to connect with RMX

We are using version 8.4.0.62935 of the RMX.

The model dialing in is the RealPresenceDesktop and  HDX8000. 

 

Message 3 of 3