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RealPresence Desktop in a multipoint call

ncc
Occasional Advisor

RealPresence Desktop in a multipoint call

Hello,

 

I'm having trouble with the RealPresence Desktop and when it tries to join a multipoint call the far video drops out for the site that didn't initiate the call after about 30 seconds.  It is a call between two HDX 9004's and I have dialed from one HDX 9004 to the other and then dialed the HDX 9004 that initiated the call from the RPD.

 

From the web interface it still looks like there is a multipoint call established and if I check on one of the HDX 9004 I can see the the second HDX 9004 and also the RPD user.  Just can't see the same on the RDP.

 

Has anyone seen any issues like this before?

 

One to one works fine from RPD to HDX and a multipoint call between three different HDX's works fine too.

 

The version of RPD is 3.1.  Would an upgrade help?  I've seen the release notes for the client and going to check with the network guys next week if any firewall changes need to be made.  My question is are there any specific firewall changes needed for RPD that are different to firewall configurations that are needed for HDX's?  The firewall was configurged just for HDX's and RPD has recently been introduced.

 

Thanks

 

Paul

 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Desktop in a multipoint call

Hello Paul,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes.

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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8
ncc
Occasional Advisor

Re: RealPresence Desktop in a multipoint call

Hi Stefan, thanks for the reply. I included the version in my post, I use RPD 3.1.  The option to upgrade is greyed out in the software, so will need to do an uninstall and reinstall of the software.

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Desktop in a multipoint call

Hello Paul,


The HDX version is of interest as well which you have not provided.


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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 4 of 8
ncc
Occasional Advisor

Re: RealPresence Desktop in a multipoint call

Sorry Stefan, thought you meant the software version of RPD.  The HDX 9004's are using 3.1.5.  Wosuld you be able to advise on this question please:

 

"My question is are there any specific firewall changes needed for RPD that are different to firewall configurations that are needed for HDX's?"

 

Thanks

 

Pau

 

Message 5 of 8
ncc
Occasional Advisor

Re: RealPresence Desktop in a multipoint call

Hi Stefan, have you had chance to look into my question yet?  Thanks  Paul. 

Message 6 of 8
VBCPeteT
Occasional Contributor

Re: RealPresence Desktop in a multipoint call

Hi Paul.  The Firewall requirements for HDX should cover the H.323 ports used by RPD (3230-3250) but do check the Win RPD 3.2.1 release notes here.  I've scanned them for any input relating to HDX9000 MP calls but didn't see anything obvious.  For now I'm assuming your using RPD in its most basic mode.  Standalone H.323 only.

Unless Stefan strongly disagrees I'd go with the uninstall-re-install model.

Wn RPD V3./2.1 Rel Notes are here.

http://downloads.polycom.com/video/realpresence_desktop/rpd_RelNotes_3_2_1_wins_us.pdf

 

Pete

Message 7 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealPresence Desktop in a multipoint call

Hello Paul,

I would suggest you test this using RPD 3.2.1 and repeat the above.

 

If this still fails please work with your Polycom reseller to bring this to the attention of Polycom support.

 

I had just made a Test call from RPD 3.2.1 and a HDX 8000 running 3.1.5 and a Group Series 500 running an early release of 4.2.0.

 

The same also worked with an early version of RPD 3.3.0


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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8