HDX 8000 Lines and Video Freeze

[Anonymous]

Two of our HDX 8000 units are experiencing the same issue.  Durring a conference, red and green alternating vertical lines will appear across the far end video, the video will start to freeze and catch up, and then eventually freeze altogether.  The HDX Units were running 3.0.3.1 so we figured it might have been the cause since we did not see it under 3.0.3.  Reverting did not fix it. 

The video is usually being supplied from our RMX to multiple end points.  The other end points are not having the issue (they consist of HDX 7000 and 8000 endpoints).  When the video freezes and we take a look at what the HDX unit is seeing via the web interface, the still images that refresh do not have the lines nor is the video frozen.  The person on the other end is still moving.

It is not the displays or any of the wiring.  First, the far end content and near end video do not freeze nor do they get the red and green lines.  One of the affected HDX 8000 units has a dual monitor setup with far video on one screen and content or near video on the other.  The other HDX unit is a dual display emulation setup on one screen.  When the red and green lines appear, they only appear on the video fed from the RMX/far end and not the content or near end video. The far end video to the RMX could be from HDX units or CMAD 5.1 an 5.2 clients and/or a mixture of those.

The only solution we have come up with, other than disconnecting and reconnecting, is to go intot he web interface under the admin settings for the monitors and uncheck the far end video feed to the affected display, click update, re-enable the far end video feed, and click update again.  After doing this once per conference, the issue does not arise again until the next conference.

Has anyone else experienced this issue or know how to fix it?

[GaryMiyakawa1]

This really sounds like ip Packet loss.   You don't specify if you are on IP or ISDN.    I'll assume IP.  When you see these bars, you need to click on the "blue" info button and see if you are experiencing packet loss.   If you are, try slowing your call down... If that makes it better, then you are running out of bandwidth (upstream or downstream)..

It also sounds like you might have LPR (PVEC) disabled.   Usually, they can mask some (up to 5%) packet loss.   You might be experiencing more than that, in which case, Polycom does the best they can with the missing information.

Good Luck,

Gary Miyakawa

[Anonymous]

When these issues have happened, the first thing I have done is pull up the web interface and watch the statistics of the call.  I also pull up the conference on the RMX and watch for out of order packets and packet loss on that end.  This is not IP Packet loss.  That would be pixelation, degregation in video, drop in line speed, and/or what we call "the blob," which is a patch of white pixels that can be manipulated by the far end by moving their hand through it.  Besides, these 2 units are at our main site and are on a gigabit network that has a 20Gbit backbone between switches and buildings.  The HDX units connect at 1.5Mbps with no packet loss or out of order packets to and from the RMX.  Also, LPR is enabled.  If this was a packet loss issue, the content being sent from the far end would also be affected.  Our remote sites are connected directly to our main site via quad T1 lines and each communicate at 1.5Mbps as well and are not affected by this issue so it is not coming from the remote site that is broadcasting at the time.

[SteffenBaierUK]

Hello lucasaj,

welcome to the Polycom Community.

If you believe you are experiencing an issue please log this the correct way via your Polycom Reseller.

Best Regards

Steffen Baier

[Anonymous]

Hey there -

Did you ever resolve this issue on your end?  We are experiencing similar issues during point to point calls and cant figure out whats wrong.  We are (intermittenly) getting green vertical lines, and video freezes.  It has been a frustrating couple of weeks.  Any info would be greatly appreciated.

[Anonymous]

Any updates on this, anyone? Similar issue, but does not occur between Polycom to Polycom calls but has been happening when a Tandberg unit is involved.

[Anonymous]

Sounds like you have quite a bit of Polycom kit on site.  Have you tried swapping out any hardware/cables from known working units?  TIP:  Don't hot plug HDX Peripherals (Mics, cameras etc)  Shut down & remove mains before plugging or unplugging.