HDX 7000 cant see,hear far side(black screen) over NAT

Anonymous · ‎03-06-2013

Hi.

A have a problem. HDX 7000 system SW ver 3.1.0

System placed intra LAN and published over NAT.

When I call to anotherone - connection successful for a ~ 20 seconds, after it hangs up.

Far side can see and hear me, but I can see only black screen.

If I place system to internet directly I can see and hear every end system I called.

So looks like the issue somwhere in NAT or Firewall settings.

Ports opened on the Firewall:

tcp/1300,1503,1718-1731,2979,3230-3235,3603,
udp/ 1718-1719,3230-3277
sip port 5060
h323 port1720

What can be an issue ?

SteffenBaierUK · ‎03-06-2013

Hello WI,

welcome to the Polycom Community.

The HDX Admin Guide which can be found => here <= explains in detail about the ports that should be opened.

If the Firewall solution you are using is not H.323 aware then you may want to use fixed ports. This is also described in the Admin Guide.

In practice, using fixed ports, if you are just using the HDX to make a call to another endpoint via H.323 you will only need the following:

Port 1720 TCP
Port's 3230 => 3277 TCP / UDP

Please consult the Admin Guide and work with your Polycom reseller or the Firewall manufacturer for more troubleshooting.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎03-07-2013

We did it, but it doesn help.

SteffenBaierUK · ‎03-07-2013

Hello WI,

you did what ?

My suggestion was to set the HDX to use fixed Ports and the section including this part covers other firewall suggestions including NAT and H.460.

If you tried above and it is still not working my next suggestion was as follows:

Please consult the Admin Guide and work with your Polycom reseller or the Firewall manufacturer for more troubleshooting.

Have you done above?

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎03-07-2013

Yes, we have set fixed range on HDX and configure the same on firewall. Also I tried enable / disable H.460 - It doesnt help.

For example we have VSX7000e in the office that uses same ports and works correct over forewall and NAT, but HDX7000 doesnt.

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