- This is a quick overview of the most common asked questions.
- This Section will be updated from time to time.
- The Polycom Community is not a replacement for Polycom Global Services Support and you may be asked to contact your Reseller or if outside warranty to work with Polycom Support via PPI (Pay Per Incident) or a maintenance contract
NOTE:
Please ensure before posting any new Question in the Community that you:
- Use the Polycom Knowledge Base Search Functionality => here <=
- Use the Polycom Community Search Functionality
- Check the Admin Guide and or Release notes matching your current => Software <= Version
Once a new Post is started please provide the minimum Information:
- Provide the Software Version of your video conferencing endpoint
- Provide the exact Model of the Polycom device
- Provide information if this is a day one issue or if this happened after a Software Upgrade or any other details that can help
- Provide the Platform / Protocol that is being used for a call (LYNC,Skype for Business, Office 365, H.323 or SIP)
- If possible provide the MAC Address or Serial Number of the device
- If possible provide a Log and either attache them or use the => Code Tag <=
- Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=
- 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 <=
- 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.
- Jun 21,2014 Question: How can I factory restore a HDX system?
Answer: Please check the Administrator’s Guide for "Using the Restore Button on the Polycom HDX System" or the community's search results => here <=
- Jun 23,2014 Question: How can I factory restore a RealPresence Group Series system?
Answer: Please check the Administrator’s Guide for "Performing a Factory Restore on the Polycom RealPresence Group System"
- Jun 21,2014 Question: What is the factory default username and password of a HDX or Group Series system?
Answer:
Default Username: admin
Default Password: 14 digit HDX / Group Series serial number printed on the back fo the HDX / Group Series ending for example with the letters CN
- Jun 21,2014 Question: How can I factory restore a VSX system?
Answer: Please check the Administrator’s Guide troubleshooting section or the community's search results => here <=
- Jun 21,2014 Question: What is the factory default username and password of a VSX system?
Answer:
Default Username: admin
Default Password: 14 digit VSX serial number printed on the back fo the VSX for example starting with 82
- Jun 22,2014 Question: How can I activate / check / verify / recover my license?
Answer: Please check this post in the Software Licensing section => here <=
- Jun 23,2014 Question: Am I entitled to a software upgrade?
Answer: A Software update to the same Version number but a higher revision is usually free. A upgrade to the next version number (example 2.x to 3.x) requires the codec to be in warranty or a valid service contract.
- Jun 23,2014 Question: What Polycom cameras are supported by the HDX and RealPresence Group Series video systems?
Answer: Please check the Polycom® EagleEye™ Series Cameras data sheet => here <= or the attached EagleEye sheet which list the support for analog (YPbPr) cameras.
- Jun 23,2014 Question: How can I change the video output signal on a HDX system?
Answer: Pressing the display button on the remote for more than 2 seconds will provide an option to toggle between the relevant signals (VGA, Component etc.)
- Jun 23,2014 Question: Can I use a API with a HDX or RealPresence Group Series video systems?
Answer: Please check the relevant Integrator's Reference Manual => here <=. Please note that the Telnet Port 24 is being used.
- Jul 03,2014 Question: How can I use gather logs for Polycom suppor for a HDX or RealPresence Group Series video system?
Answer:
For a Group Series:
Logon to the Group Series => Diagnostic => Download Logs => click on Download system log
For a HDX:
Logon to the HDX => Diagnostics => System Log => Download Logs => click on Download support information package
- Jul 22,2014 Question: Which Polycom Video End Points are LYNC / Skype for Business compatible?
Answer: Only the HDX and the Group Series are Microsoft compatible (depending on Software Version and License if applicable).
For more details please check the Polycom® Unified Communications Deployment Guide for Microsoft® Environments => here <=
- Jul 22,2014 Question: How can I enable the “Allow Video Display on Web” option on a HDX?
Answer: This must be enable via the HDX GUI first via the remote => System => Admin Settings => General Settings => Security>Security Settings page 3 (Depending on the Software Version ,his setting is unavailable when the Security Profile is set to Maximum)
NOTE: You must use the systems remote control to do this !
- Nov 14,2014 Question: How can I enable the “Allow Video Display on Web” option on a Group Series?
Answer: This must be enable via the Group Series GUI first via the remote => Settings => Administration => Security => Settings => Remote Access => Allow Video Display on Web as shown => here <= in detail.
NOTE: You must use the systems remote control to do this !
- Aug 26,2014 Question: How can I request a change to the current Software or request a new functionality?
Answer: Please check => here <=
- Feb 03,2015 Question: How to capture a screenshot of the current menu screen on the HDX , QDX or GroupSeries systems?
Answer: Open a web browser and navigate to http://systemIP/currentscreen.cgi
- Feb 10,2015 Question: Hosting Multipoint Calls on Polycom® HDX® Series Systems?
Answer: For more details check => here <=
- Feb 10,2015 Question: Can we use Simple Network Management Protocol (SNMP) MIB files for Polycom Products?
Answer: For more details check => here <=
-
Apr 07,2015 Question: How can I prevent Ghost / Phantom calls to my Video Solution?
Answer: A local Firewall or a Polycom Firewall traversal solution can be utilized to stop this. In order to add this to a possible future Software version in the form of a whitelist please open a Feature Request or check the Security Center: Security Bulletin Relating to Worldwide Botnet Dialing H.323-Capable Systems
- May 26, 2015 Question: Where can I find details on Security Advisory Relating to “Logjam” Vulnerability on Various Polycom Products?
Resolution: Please check => here <=
- Feb 06, 2016 Question: Can I extend a Polycom Microphone Array cable beyond its documented length limitation?
Resolution: Please check => here <=
- Mar 23, 2016 Question: Where can I find details about End of Life and/or End of Support?
Resolution: Please check => here <=
- Mar 23, 2016 Question: Where can I change the view on the monitors provided on a HDX or GroupSeries?
Resolution: Please check the Configuring Monitor Settings or Monitor Profiles section within the Admin Guides
-
Apr 22, 2016 Question:Why am I being asked to contact my Polycom reseller for further support?
Resolution: Please check => here <= for details.
-
Apr 22, 2016 Question:Why am I being asked to to provide my products MAC address / Serial Number?
Resolution: Polycom only sells to qualified resellers and these may sell via dealers who may not be trained on these products. In order to identify the reseller the unit was sold via we need the MAC address / Serial Number to provide their details so they can open a support ticket as explained => here <=
-
Jul 12, 2016 Question:What is HDCP?
Resolution: HDCP stands for High-bandwidth Digital Content Protection to prevent copying of digital audio and video content as it travels across connections as explained in detail => here <=
-
Oct 25, 2017 Question:How can I locate a reseller in my region or who do I contact for an RMA?
Resolution: Please check => here <=
-
Dec 12, 2017 Question:What basic network data is send and received by a RealPresence Group Series?
Resolution: Please check => here <=
Please be aware:
The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a web service request or call us .
The above is necessary in order to track issue internally within Polycom.
You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.
Please ensure you always check the
VoIP ,
Video Endpoint ,
Skype for Business ,
PSTN or
RPM FAQ's
Please remember, if you see a post that helped you , and it answers your question, please mark it as an
"Accept as Solution".
This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
