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HDX 8000 not sending video

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Occasional Visitor

HDX 8000 not sending video

As these things always are, things were fine until they weren't: suddenly my HDX is connecting to video meetings just fine, but not sending or receiving any video. I have done software updates (currently on 3.1.9), but have seen no change. Is this a hardware issue?

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2 REPLIES 2
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Polycom Employee & Community Manager

Re: HDX 8000 not sending video

Hello @BHNelson ,

 

Welcome to the Poly Community. Usually, we ask for this:

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

  • Provide the exact Software Version of your Codec
  • Provide the Codec Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
  • Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the Serial Number of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allows us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Posting a serial will enable us to look up the history of a device and point out potential partners who can help you RMA the unit.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 

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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
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Regular Advisor

Re: HDX 8000 not sending video

When a call is in flight, and you look at the stats on the HDX, do you see it creating a video Rx and Tx channel? If so, does it have a call rate? If so, Did you run a packet capture while a call is up to see if you are receiving any data on the channel?

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