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Issue being heard with Group Series 500

Occasional Visitor

Issue being heard with Group Series 500


We have just acquired a group series 500 model of Polycom and experiencing issues when launching a call.

The equipement is behind a FortiGate firewall and all ports are opened as required.

When a call is launched, the video and audio work perfectly as we can see and hear remote caller.

Nevertheless, remote caller does see us but does not hear.  We thought the issue was possibly with the microphone and changed it but with no luck.

Any hint please?  Is there a configuration that was missed?



Message 1 of 3
Polycom Video EP PLM
Polycom Employee & Moderator

Re: Issue being heard with Group Series 500

The first thing to do is test the local audio.  If you look in the Admin Guide (available here) it will help you in determining the issue in the trouble shooting section.  Each end needs to put their sytem into a local loop to test.


There are also test numbers you can both call to determine who has the issue.  One of the best is:


Test your video at: or


they handle lots every day so it may take multiple tries to get to it but it will test video, content and audio.

Message 2 of 3
Regular Advisor

Re: Issue being heard with Group Series 500

There was a bug in GS 6.1.1 that was addressed in 6.1.2. If you use a DSP (if you have non polycom microphones) and you are using the 3.5 mm jack for the audio with this DSP, this can happen. here is an excerpt from the 6.1.2 RN (By the way, I has this issue and it was fixed with 6.1.2). Under Resolved Issues in the 6.1.2 RN is where I got this from:


 Audio EN-19735 RealPresence Group Series systems might not play 3.5 mm audio from the far-end site.
Message 3 of 3