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Polycom Group & HDX not connecting over Data circuit but Cisco is

Occasional Contributor

Polycom Group & HDX not connecting over Data circuit but Cisco is


So we setup two Group 500 for demo and they are not connecting over customer's data circuit but M100 over software are connecting. We put Cisco SX-20 and SX-20 is connecting but both Group 500 and HDX 7000 not connecting over the data circuit. We are confused over this. Can anyone help?


Here's the senario:


Over data-circuit 


1. 2 Polycom Unit don't connect a point-to-point call nor multipoint 


2. 2 Softwares (M100/Realpresence Desktops) connects flawlesly. 


2.3 Cisco SX-20 connects flaslesly. 


What could be the problem?

Message 1 of 2
Polycom Employee & Community Manager

Re: Polycom Group & HDX not connecting over Data circuit but Cisco is

Hello ,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes.

In addition it is always useful to provide information if this is a H.323, SIP or LYNC call and if any infrastructure products (gatekeeper etc) or firewalls are involved.


Are all these devices on the same subnet and can the Polycom products call the Test sites listed in the Video Endpoint FAQ?


Is this a new issue / installation or has this been working in the past?


If new installation then has your Polycom reseller been involved in troubleshooting this?

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 2