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Polycom HDX 6000 hd Disconnected during call

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Occasional Visitor

Polycom HDX 6000 hd Disconnected during call

Hi All,

 

I am a newbie for video conferencing machines units. I would like to ask for your assistance for our HDX6000.

Issue:

1. Delay Sounds (incoming/outgoing) during call.

2. Video of caller or you called will hang after 10 seconds or less(no movements or sounds)

3. The call disconnected after 10 seconds or less.

4. After disconnected in call, you will not be able to contact the others, you will need to restart the unit before you can contact the others again.

 

Please help me on this issue.

Message 1 of 3
2 REPLIES 2
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Polycom Employee & Community Manager

Re: Polycom HDX 6000 hd Disconnected during call

Hello @Ed23 ,

 

Welcome to the Poly Community.

Back in August 1st 2016, we announced the Polycom HDX range end-of-sale and end-of-life.

 

We can only assume that you may have purchased this unit 2nd hand.

 

From our FAQ:

 

  • Jun 21,2014 Question: Are there specific Ports in my firewall that I need to open in order to utilize video conferencing?

    Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <=.

    In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

 

  • Jun 21,2014 Question: What could be causing one way video or one way audio when utilizing video conferencing?

    Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <= in order to open the relevant firewall ports.

    In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

Most likely your issue is caused by some sort of firewall.

 

Are these H.323 calls or SIP?


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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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.

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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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Occasional Visitor

Re: Polycom HDX 6000 hd Disconnected during call

Hi Steffen,

Info about the unit, this HDX has been purchased a long time ago, while I am not around the company yet. This is my 1st time handling a kind of video conferencing machine. My apologies as i mentioned Sir I'am a newbie.

 

How can I know if this is H.323 or SIP Call?

 

All I know Sir is they use this video conferencing with Japan and Nearby branch of our company.

 

And also I am wondering why our other branch is same IP address as we do?

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