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TouchControl problems with RealPresense 500

SOLVED
Artemov
Occasional Advisor

TouchControl problems with RealPresense 500

Dear All.

Sory for my poor English.

             We would like to inform you about the problems that we met while using within 2 months TouchControl device that comes complete with our Polycom RealPresense 500. The main problems are listed below:

1. It works slowly. Responds to the touch come only in a second or two. When press a button, for example «Add participant», the corresponding window opens after three seconds. Finally it is very inconvenient to use.

2. The following problem has occurred in the last three weeks   (maybe started sooner, but was found recently):  if the device has not been used for a long time and Polycom goes into standby mode (the colour of indicator display is orange, the camera turns) TouchControl device does not resume from standby when you click on it. We have to turn on Polycom and then restart TouchControl device. Connection can be restored only in this way. As a result, every morning we have to restart TouchControl device and check every two hours if it works properly to prevent people to come up with this problem. I think it is an inexcusable mistake for a device of such level and I strongly hope that this problem can be solved.

Thank you.

 

 

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: TouchControl problems with RealPresense 500

Hello Artemov,

welcome to the Polycom Community.

If the advise given in this post is not sufficient then your next step is to involve your Polycom reseller and contact Polycom support directly.

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 Poly 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

View solution in original post

Message 6 of 6
5 REPLIES 5
Kendo
Polycom Employee

Re: TouchControl problems with RealPresense 500

Be certian you have the panel software versioin matched to the Group Series software version.

 

The latest software is version 4.1.1.1  -this version is the same number for both the panel and the GS.......

 

Software is available at this link.....

 

http://support.polycom.com/PolycomService/support/us/support/video/group_series/group500.html

 

We have seen the slowness you described when the GS is at 4.1.1 wnd the panel is at 4.1.1.1

Ken
Polycom
Sr. Product Support Technician
Message 2 of 6
Cha-IM
Occasional Advisor

Re: TouchControl problems with RealPresense 500

Me too problems...I have updated the new one but results are the same.

Message 3 of 6
Artemov
Occasional Advisor

Re: TouchControl problems with RealPresense 500

Good day. This is firmware 4.1.1.1 in our Polycom. TouchControl too. I have attached logs from TouchControl. Maybe this can help you.

I apologize for my poor English

Artemov
Occasional Advisor

Re: TouchControl problems with RealPresense 500

Hello. Can anybody help me with this problem?

I have one question. TouchControl is located in internal network and connected to internet with NAT, Polycom has fixed external ip. 

All ports from TouchControl to Polycom are opened in our firewall. 

Whether the TouchControl can connect to Polycom this way. Maybe should I configure something else on the FireWall?

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: TouchControl problems with RealPresense 500

Hello Artemov,

welcome to the Polycom Community.

If the advise given in this post is not sufficient then your next step is to involve your Polycom reseller and contact Polycom support directly.

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 Poly 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

View solution in original post

Message 6 of 6