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RealPresence Desktop - Remote Video Feed Freezing

Occasional Visitor

RealPresence Desktop - Remote Video Feed Freezing

Hello all, I'm new here but hope that I did enough searching to not be posting a duplicate issue. 

  • Issue: After successful connection, within about 2 minutes my feed of the remote video will freeze. My feed of the of the remote audio still works and both audio and video are still in tact on the remote side. Sometimes after 5+ minutes the video will unfreeze, but it will generally freeze again after a few minutes
  • RealPresence Desktop Version:
  • Protocol: H.323
  • OS: Windows 10 on 3 different computers
  • Internet Connection: wired with max download 100 Mbps and max upload 10 Mbps.
    • Alternately 4G LTE 
  • What has been done
    • Tried to restrict call rate to see if it is a bandwidth issue: doesn't seem to be
    • Confirmed with cable company that I'm not close to using entire bandwidth while on this video conference
    • Tried connection on three different computers - results always the same
      • Minimal packet loss. Connection will often stay at full green bars at the time it freezes, though if the connection goes to yellow or red, it will invariably freeze
    • Tried my 4G LTE hotspot
      • This seemed to work the longest before freezing
      • Interestingly, when I tried downloading a bunch of things while on the hotspot and using the video conference, the video would freeze as above.. so it appears like it could be tied to bandwidth?
    • Tried two different routers: Synology RT2600ac and TP-Link TL-R600VPN
      • No difference in results. Perhaps the TP-Link allows the call to go on longer before the video would freeze

I don't get it! Obviously my upload speed isn't that great, but the problem I'm having involves downloading a remote video feed and the remote side notes my connection quality remains just fine. 


Please help!

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Polycom Employee & Community Manager

Re: RealPresence Desktop - Remote Video Feed Freezing

Hello @onomono ,


Welcome to the Poly Community.

This sounds like a firewall issue but it would be hard to troubleshoot this via the medium of a community. Have you tried any of the test pages here:


  • Jun 21,2014 Question: Is there a way I can make a test call to a Polycom site?

    Answer: Have a look at this post => here <=

The next step most likely would be to contact Poly support.


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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your Poly devices serial or License will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If this is no longer within the warranty/contract please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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 2