HDX 7000 Connection but no incoming video or audio

[Anonymous]

We used to be able to dial out from our NAT endpoints through the firewall to external sites with no issue.  Now, with no changes to the firewall or NAT or anything else, we are able to dial out to external sites and make a connection but all we get back is black and silence.  The people on the far end can see and hear us but not the other way around.

We troubleshot this with our firewall team for a week until finally we decided to try dialing out from a DMZ port, no firewall at all, and the symptoms were the same.  This even occurs when we try to dial out to a PolyCom test site.

I checked the port usage against the HDX Administrator Guide and we're matched up.

Any thoughts?

Thanks,

Ben

[SteffenBaierUK]

Hello Ben,

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.

The above is also stated in the "Read 1st ! Welcome to the Polycom standalone video endpoints support Forums!"

In addition the Polycom Video FAQ contains this post here:

• un 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.

Best Regards

Steffen Baier