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Real Presence Group 310 disconnects from Lync 2013 Conference

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Occasional Contributor

Real Presence Group 310 disconnects from Lync 2013 Conference

I have a client with a RealPresence Group 310 that is signed in to a Lync 2013 account.  When then are dialled in to a Lync 2013 conference the call will disconnect after exactly 44mins 50 seconds each time and they have to dial back in.  I have check the CDR logs and the Disconnect reason is "Unknown" with a cause code of "222".  Has anyone seen this issue before?

Message 1 of 4
3 REPLIES
Polycom Employee & Community Manager

Re: Real Presence Group 310 disconnects from Lync 2013 Conference

Hello washy,

welcome back to the Polycom Community.

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

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

In addition is this an on premise Meeting or off premise and are there any firewalls. Can they make a point to Point call for a longer duration like 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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Occasional Contributor

Re: Real Presence Group 310 disconnects from Lync 2013 Conference

Hi Steffen,

 

Software version is Release - 5.1.2-320034.

 

This is an on premise Meeting and there aren't any firewalls in the network path.  I have double checked in the logs and can see several point to point calls longer than the 44 minute cut off they are getting for Lync conference calls.

 

Is there an idle timeout setting on the RealPresence system that I should look at?

 

Thanks for your help, Simon.

Message 3 of 4
Polycom Employee & Community Manager

Re: Real Presence Group 310 disconnects from Lync 2013 Conference

Hello wahsy,

having an AVMCU conference does include nearly the same signalling than a point to point call.

 

If P2P calls do not drop something in your firewall / Network is causing this.

 

You could run a wireshark trace and monitor the session near the end and find out from that what is causing the issue.

 

If you are in contract please raise this via your Polycom reseller so Polycom can assist you 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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 4 of 4