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Realpresence Mobile - No audio receieved

Occasional Contributor

Realpresence Mobile - No audio receieved

Hello Community,


After upgrading the Group Series 500 to latest software version 6.0.1,  we have issue on audio when a Realpresence Mobile (IOS or Android) will call to the the system. Video on both ends can be received but audio cannot be received on the Realpresence Mobile device. Is this a bug? Realpresence Mobile version is 3.7-64655.



Connecting with Realpresence Desktop and other type of system have no issue on audio.






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Polycom Employee & Community Manager

Re: Realpresence Mobile - No audio receieved

Hello Ace,

welcome back to the Polycom Community.

Did this work prior to this?


If yes please go ahead and 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

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 2