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Telepresence M100 Freezes local video after only a few minutes.

AdrianB
Occasional Visitor

Telepresence M100 Freezes local video after only a few minutes.

We have a remote user working in another country who has used the M100 software in the past to connect to our VSX 7000 unit. This has worked flawlessly until recently.

 

As far as we can tell nothing has changed in out configuration however now, after the user connects, they have full two-way video and sound for anywhere from 30 seconds to 5 minutes.  After than, the local video on their PC freezes and the application hangs.

 

Despite the crash, the audio continues, and the remote end (our local VSX unit) can still see and hear the user.  

 

When trying to exit the connection to re-establish the telepresence, the application has completely crashed to the point that windows task manager is required to end the task. 

 

The setup we are using is Windows 7 Enterprise 64bit.  The local firewall settings are pretty much default, and have not changed.  The antivirus software we are using is MS System Center End point protection.

 

We have tried reinstalling the application froma  fresh download on the polycom site, but this didnt fix the problem.

 

An identical setup configured locally works fine via leased line or adsl, so the problem is not  at the VSX end, and nor with the general setup of the machines or our software.   It must be a specific machine or local network issue, however we cannot figure out what it is.

 

Can any one help ?

Message 1 of 8
7 REPLIES 7
YashPal
Valued Contributor

Re: Telepresence M100 Freezes local video after only a few minutes.

they are connecting over enterprice VPN connection or over internet.

 

Regards

 

Yash Pal

BR
Yash
Message 2 of 8
YashPal
Valued Contributor

Re: Telepresence M100 Freezes local video after only a few minutes.

have they tried to setup VC call from another machine??

 

Regards

 

Yash Pal 

BR
Yash
Message 3 of 8
AdrianB
Occasional Visitor

Re: Telepresence M100 Freezes local video after only a few minutes.


@YashPal wrote:

they are connecting over enterprice VPN connection or over internet.

 

Regards

 

Yash Pal


No, the connection is direct over the internet.  There is no VPN involved.

Message 4 of 8
AdrianB
Occasional Visitor

Re: Telepresence M100 Freezes local video after only a few minutes.


@YashPal wrote:

have they tried to setup VC call from another machine??

 

Regards

 

Yash Pal 


They have not tried this.  I will suggest this as an option.

Message 5 of 8
YashPal
Valued Contributor

Re: Telepresence M100 Freezes local video after only a few minutes.

what setup far side having??they are having their own network(enterprise)or they are also having internet link

 

 

Regards

 

Yash pal

BR
Yash
Message 6 of 8
AdrianB
Occasional Visitor

Re: Telepresence M100 Freezes local video after only a few minutes.


@YashPal wrote:

what setup far side having??they are having their own network(enterprise)or they are also having internet link

 

 

Regards

 

Yash pal


The remote user is using a home broadband connection that has worked ok in the past.  Nothing has changed (to our knowledge) with either the ISP, the router, the network setup, or the pc itself (other than windows and application updates).

 

The connection is from Houston, Texas to the UK so there will be some latency, and possibly some packet loss, but that should only cause video and audio corruption,  not a total failure of the connection.

Message 7 of 8
YashPal
Valued Contributor

Re: Telepresence M100 Freezes local video after only a few minutes.

check they have system behind firewall or after firewall

 

Regards

 

Yash Pal

BR
Yash
Message 8 of 8