Problems connecting vsx800 to realpresence group 500

[Anonymous]

I am having difficulty connecting.

first of all from the group500 to vsx8000 all connectes ok

but

from the vsx 8000 to group500

It initally connects symbol goes green and the almost immediately the symbol goes grey and eventually disconnects and the far site get the message that i have disconnected..

any ideas what this could be

the far site have only just changed units to the group 500

and have software 4.1.1.installed

when they had a vsx70 all worked fine

HELP PLEASE

[Polycom_Video_E]

Please escalate a service report with Polycom service on the GS 500 so they can get the logs and evaluate what the issue maybe.