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Real Presence Group 500 Call Ended Between 7-13 minutes

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Occasional Advisor

Real Presence Group 500 Call Ended Between 7-13 minutes

I am starting a video conference between two endpoints.  The video and audio are ok.  The call just ends usually between 7 and 13 minutes.  I did have one call connect for almost 20 minutes. We have quality of service end to end and I do not think this is a networking issue.

 

Does anybody have any ideas. The RealPresence Group 500 end points are running the 5.2 code. I have tried changing multiple settings.

 

Thanks,

 

Alex

Message 1 of 9
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Occasional Advisor

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

IP addess conflict caused ending call between 7-13 minutes.

 

I found the issue. There was an IP address conflict on one of the video conference devices.  Another piece of equipment had the same IP address. I finally noticed a different MAC address when I was troubleshooting the issue.  The wierd part is that I never lost access to the video conference unit via the HTTPS portal.

 

Thanks,

 

Alex

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Message 9 of 9
8 REPLIES 8
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Polycom Employee & Community Manager

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

Hello Alex,

welcome to the Polycom Community.

Have you tried to look at the Call Detail Report aka CDR?

 

  • Utilities > Services > Call Detail Report

The AC column should give you a reason.

 

In addition are they on the same network with no firewalls?


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

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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 9
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Occasional Advisor

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

Here is a log I am seeing on the device.

 

2017-02-03 12:31:27.046 DEBUG    CEng: hd[0]: RSVP: haven't received a keep alive for 90 seconds, tearing down
2017-02-03 12:31:27.046 INFO     nxlog-ce: last message repeated 2 times
2017-02-03 12:31:33.756 WARNING  CEng: hd[0]: RTPRxChan[8]: (AudioRx) no data for 42 seconds
2017-02-03 12:31:33.756 WARNING  CEng: hd[0]: RTPRxChan[9]: (VidPeopleRx) no data for 42 seconds
2017-02-03 12:31:33.756 WARNING  CEng: hd[0]: H323Conn[1]: Disconnecting call due to no data on channels and no response to RoundTripDelay
Message 3 of 9
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Occasional Advisor

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

The call detail report states that the call has ended.

 

Thanks,

 

Alex

Message 4 of 9
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Occasional Advisor

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

There is no firewall in between the networks.  They are geographically seperated traversing an MPLS network.  I was looking at cache flow and one of the devices just stops sending video between 12 and 13 minutes into the call.

Message 5 of 9
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Polycom Employee & Community Manager

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

Hello Alex,

The logs are telling you no data received.

 

Firewall or some other network issue. You still have not answered if they are on the same network or not.

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

----------------

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 6 of 9
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Occasional Advisor

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

They are not on the same network.  No firewall.

Message 7 of 9
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Polycom Employee & Community Manager

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

Hello Alex,

well something is stopping the traffic. I would suggest a wireshark trace on both ends should tell you when packets no longer flow.

 

If the above fails or you are unable to do so please open a ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your serial number so I can look up who would be able to support 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

----------------

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 8 of 9
Highlighted
Occasional Advisor

Re: Real Presence Group 500 Call Ended Between 7-13 minutes

IP addess conflict caused ending call between 7-13 minutes.

 

I found the issue. There was an IP address conflict on one of the video conference devices.  Another piece of equipment had the same IP address. I finally noticed a different MAC address when I was troubleshooting the issue.  The wierd part is that I never lost access to the video conference unit via the HTTPS portal.

 

Thanks,

 

Alex

View solution in original post

Message 9 of 9