Plantronics + Polycom. Now together as Poly Logo

Showing packet loss and not getting audio video in realpresence mobile

Ravi Shekhar
Occasional Visitor

Showing packet loss and not getting audio video in realpresence mobile

Hi Techies,

 

I am using polycom realpresence 500 device and on firewall it's natted with a public IP. When I am initiating a call using realpresence mobile app or realpresence desktop to realpresence 500 device using public IP call is conneting but there is no audio and video and in statistics it's showing packet loss. But when I am connecting call using local IP between realpresence mobile or realpresence desktop to realpresence 500 it's working fine and there is no issue also there are no packet loss. 

Cann anyone help me in this issue? I am attaching screenshots for you reference.

2 REPLIES 2
mschulze
Esteemed Contributor

Re: Showing packet loss and not getting audio video in realpresence mobile

Hi Ravi,

you checked the FAQ about Firewallsettings?

https://community.polycom.com/t5/Video-Endpoints/FAQ-Ports-in-a-firewall-that-need-to-be-open-in-ord...

In short Admin Settings > IP Network > Firewall

Check in "Fixed Ports" and open the ports you see in GUI on your firewall, plus port 1720. Also forward them to your GS500. NAT Config = auto, if it doesn´t work fill in manually.

 

BR

 

Message 2 of 3
Joe Vallender
Valued Contributor

Re: Showing packet loss and not getting audio video in realpresence mobile

What about firewall support for IP Inspection, where the packets are inspected for imbedded IP addresses that need to be NAT'ed?

JoeV
Message 3 of 3