Plantronics + Polycom. Now together as Poly Logo

People+content drops frames

ibucur
Frequent Advisor

Re: People+content drops frames

Just a short mention:

Tests with RPG in call were done with the laptop in the same router as RPG and RMX.

Thanks

Message 21 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: People+content drops frames

Hello ibucur,

Have you got some kind of network diagram as your multiple replies to the same post in different post's is very confusing.

 

You need to ensure that there is sufficient bandwidth in your network covering all network segments.

 

There are free tools out there testing as such and in addition Polycom or your Polycom reseller can offer chargeable services on top of this.

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. All posts and words are my own & do not represent the views of Employer.

----------------

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 22 of 29
ibucur
Frequent Advisor

Re: People+content drops frames

Hi Steffen,

Sorry if something is confusing in my posts and I will be happy to explain every misunderstanding.

Related to diagram, I can post all available diagrams, and all the endpoints had a BW of 5 Mbps, more than sufficient for any demands.

But for the moment, my conclusion is  (based on several tests done in different networking configurations) that frames drops has no relation to the network quality and occur only when calls to RMX VMR are involved, even in the case that all the equipments are in the same physical wired GB LAN.

Any suggestion is highly appreciated.

Thank you

Message 23 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: People+content drops frames

Hello ibucur,

Again we are missing valuable information:

 

  • Software Version of the RMX
  • Software Version of the DMA / RPRM if used

There are many appliances used and we would again need to see logs and/or traces.

 

At least for myself this is outside of the scope of free support I can offer via the community. From previous occasions I am aware that your GroupSeries is out of warranty / out of support so you should check this first.

 

In addition I can only recommend to check your network for any issues on your end.


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. All posts and words are my own & do not represent the views of Employer.

----------------

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 24 of 29
ibucur
Frequent Advisor

Re: People+content drops frames

Hi Steffen

Please find below the versions of Polycom Appliances

GS - 5.0.2

RMX 1500 - 8.5.11

DMA -  6.3.0

RM - 8.4.1

RPAD - 4.2.1

CA- Web Suite - 1.7

MS - 2.6.0

Regarding the network, as I mentioned, the network has no problem at all at least frames drops dont occur when direct calls are made between RPG's hundred km away.The frame occurs only when the calls are made to RMX VMR.There I suppose to be the problem.

Of course that if our RPG were under support contract the problem should be solved by the first day, but until a new support contract will be valid, I try to find out the cause of this problem.

If helping in this issue is outside of the free suport you can offer on this forum, I can understand.

Best regards,

Message 25 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: People+content drops frames


@ibucur wrote:

Hi Steffen

Please find below the versions of Polycom Appliances

GS - 5.0.2 => Could be 5.1.2 m 6.0.1 or even 6.1.0

RMX 1500 - 8.5.11 => Should be 8.5.12

DMA -  6.3.0 => Should be 6.4.1.1

RM - 8.4.1=> Could be 9.0 or 10.0.1

RPAD - 4.2.1 => Should be 4.2.4.1

 

 


Please see my reply in regards of versions you could or should be running

----------------
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. All posts and words are my own & do not represent the views of Employer.

----------------

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 26 of 29
ibucur
Frequent Advisor

Re: People+content drops frames

Thank you for your response

I had already knew about new software versions of the equipments, but because we are out of guarantee we can't update.

As soon as the suport contract will be sign we will update them.

But, as a personall opinion, I don't think that problem occur due to some inadequate software versions and for this reason I doubt that the ugrade will solve the problem by default.

Thanks

Message 27 of 29
SteffenBaierUK
Polycom Employee & Community Manager

Re: People+content drops frames

Hello ibucur,

small correction, you can upgrade as long as you stay within the release and do not need an upgrade key. This has nothing to do with your warranty status.

 

In addition it is always useful to troubleshoot a current release rather than some outdated release.

 

I hope you get your contract status sorted soon so we can professionally look at this issue.


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. All posts and words are my own & do not represent the views of Employer.

----------------

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 28 of 29
ibucur
Frequent Advisor

Re: People+content drops frames

Thank you Steffen

Best regards,

Message 29 of 29