Polycom HDX devices won't connect

[Anonymous]

We have two polycom devices.  One is an HDX 7000 running Release - 2.6.1.3-5205.  The other is a HDX 6000 running Release - 2.6.1.3-5205.  Both devices sit outside the firewall.  The devices can ping each other and detect the H323 device (as reported by the ping utility).  I get the generic error message about the call being routed though a network that doesn't allow the call.  Is there anywhere I can look for more information about what is going on? 

[SteffenBaierUK]

Hello wmckeon,

welcome to the Polycom Community.

The community's Video FAQ contains this post here:

• 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 <=

The above outlines what Ports are required for Firewalls.

If it does not even ring on the far end start with Ports 1719 / 1720

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

[Anonymous]

Steffen,

Thanks for the reply.  I will double check on this, but I don't think the ports are the issue because, as I noted originally, both of the Polycom boxes are outside of our firewalls.  The firewalls shouldn't play a role unless you're talking about the firewall on the Polycom box itself.

Will

[Anonymous]

Steffen,

Tried using fixed ports, but no joy.  But it did give me a chance to get a copy of the actual error message:

Your call could not be completed because the call was routed through an intermediate network that does not service the far site. Contact your network administrator for assistance.

Thanks,

Will

[SteffenBaierUK]

Hello Will,

something between the units is blocking the traffic. The Unit itself would not do or block this.

Connect both to a flat network and you will be able to call each other.

You need to work with whoever is supplying the connection for you. A simple wireshark trace via a spanned port in front of the unit would tell you.

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

[Anonymous · Accepted solution]

Steffen,

We rebooted one of the polycom devices and then we could connect.  We didn't change any settings, just rebooted one of the boxes.  

Thanks,

Will