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Real Presence group 500 Video Disconnection issue during Multiparty Call

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Occasional Visitor

Real Presence group 500 Video Disconnection issue during Multiparty Call

We are facing a video disconnection issue in one of our spoke location during a multiparty call. 

 

We had a Video Conferencing between 3 locations (Head Office(India) - IP address 192.168.1.224, Spoke (India)- 192.168.14.125 and USA - 192.168.24.201 ) 

 

Video Conference Device Model:

(Head Office(India)) - IP 192.168.1.224 -  Polycom group 500

Spoke (India)- 192.168.14.125 -      Polycom group 500

USA - LifeSize Series  



Connectivity Details :

Head Office (192.168.1.224) to Spoke ( India - 192.168.14.125 ) is via private MPLS Connection.

Head Office (192.168.1.224) to USA (192.168.24.201) is via Site to Site VPN Connection.

 

How the call is connected :

Spoke (India) to the Head Office is first connected by dialing and from head office the USA Location is connected to make it a multiparty call.

 

Issue in details:

In Spoke (India - 192.168.14.125) , "Only Video is frequently getting disconnected" during the meeting. No problem is with audio. Initially it is working fine but after some minutes in spoke india vc video is disconnecting.

 

We have monitored the issue a little deeper , where we’ve found that when the “Video RX” changes to “CIF Format” video got disconnected, again when the format is changing to 960 X 544 or different the video is stable and working fine.

 

Please find the attachment of cif format and issue 

 

Note: In the Head Office(192.168.1.224) and USA(192.168.24.201) ,there is no issue at all.

 

Please check and suggest what will be the problem ?!!

2 REPLIES 2
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Polycom Employee & Community Manager

Re: Real Presence group 500 Video Disconnection issue during Multiparty Call

Hello @Networkadmin Microlabs 

 

I suggest you follow this from the Video 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.

 

Best regards

 

Steffen Baier

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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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Regular Advisor

Re: Real Presence group 500 Video Disconnection issue during Multiparty Call

What is your minimum downspeed rate under Service Config>Conference Management Settings>Conference Settings? I ask because if the video endpoint call rate drops (and I am assuming it is b/c you see it negotiate CIF) you could have a situation that the rate is too low to maintain the video stream. I have mine set to 512 because anything less than that starts to produce lesser quality resolutions

Message 3 of 3