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Only one way video and audio transmission with HDX 8000

Occasional Contributor

Only one way video and audio transmission with HDX 8000

I have HDX 8000 behind the SonicWall TZ215 firewall, and with the port forwarding configuration, I was able to reach the unit (that has only private IP) from outside. However, there is no audio or sound that reaches the other side.


Researching the past forum logs I got an impression that it was the NAT issue, but I don't know what to do from here. Here are what I tried:

1. open all the possible ports on SonicWall for outgoing traffic from this HDX 8000

2. Turn off Windows Firewall on RealPresence laptop

3. Check the router/modem that Spectrum provided. However, they would not give me a direct access, so I could only ask question to the tech support. but it is in Bridge mode, and there is no port blocking.

4. Check the packet monitor on the SonicWall firewall. No dropped traffic from this HDX 8000

5. Put HDX 8000 outside the firewall, and gave it a public IP (yet still no image/sound transmitted to RealPresense)


Lastly, we tried to use it via site-to-site VPN a year ago, and I think it stopped working at one point.


So is the problem at:

a. modem/router where HDX 8000 is connected to?

b. RealPresense setting?

c. Router that RealPresense laptop is connected?


Message 1 of 3
Polycom Employee & Community Manager

Re: Only one way video and audio transmission with HDX 8000

Hello @Stingray,

welcome back to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.

In addition some or a couple of your old post(s) => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently.


I can only give you the same advice and refer to the FAQ as I already done back in 2015 => here <=

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

The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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
Occasional Contributor

Re: Only one way video and audio transmission with HDX 8000

Thank you for welcoming me.

The software version for RealPresense is 3.9 - the latest as of today.

Software for HDX 8000 is Release -



Message 3 of 3