Unable to make external video calls from Polycom HDX 7000 (cannot see or hear far side)

[Anonymous]

Dear all,

I´m new with VC and I´m facing an issue with our VC units and I hope someone can help me to identify the root cause and also find a solution. I´ll try to explain the whole scenario.

We have a Polycom HDX 7000 and HDX 8000 and we used to use an ADSL connection to make video calls, this ADSL connection was set with Static IP Address in the Modem D-link DSL-500B Generation II and both VC were working fine, but for some reason this modem burned out and stopped to work. So, I opened a ticket with the ISP and they replaced the modem for a D-Link DSL-500B, but when I did a test with the VC I got the message: “Your call could not be completed because the call was routed through an intermediate network that does not service the far site. Contact your network administrator for assistance”.

I called to the ISP to explain what was happening and I discovered that they changed the service. Instead of having the Static IP address configured in our side our modem, it is configured on their side, so I opened a request to revert this change, but I know that everything from this ISP takes a while and that´s why I´m here trying to find a solution.

I did some changes in the configuration of modem and also in our VC, and when I try to call a far side I´m able to connect on it, but the far side cannot see or hear me and I cannot hear or see the far side as well,  I got a Black Screen. 

I checked some posts about this issue and I know that maybe it’s a firewall configuration, but I don´t know if I´m doing something wrong, please take a look on the pictures below.

Thanks, 

[Anonymous]

Capim, 

I would enable the fixed ports on the HDX under the firewall settings. You should also set the NAT to auto or manual to reflex your public WAN address. 

[Anonymous]

Hi Russell!

I´ll make this change and I let you know. 

Thanks, 

[Anonymous]

Hi Russell!

Sorry for delay on my response, our meeting room were busy.

I´ve changed the settings as you suggested, but I still get a black screen and we cannot see or hear each other.

Please take a look on the pictures, it shows the configuration.  

Thanks,  

[Anonymous]

I would clean up the rules you have set in your Dlink. Keep the 1720 TCP but let changes some of the other ports to do ranges. So make a rule that is TCP for both the external/internal port start  3230 and port end 3243. For UDP do external/internal port start 3230 and port end  3341. If it will not let you create a new rule with these ranges you might have to remove most the rules your already have setup. 

[Anonymous]

 Hi Russell,

I´ve cleaned up the firewall rules and I also created a new rules as you said and now the far side is able to see and hear me, but I´m not able to see and hear the far side.

Please take a look on the picture which shows the new rule on D-link.

Thanks, 

[Anonymous]

Hi Russell,

I did a downgrade of D-link’s firmware and the problem was solved, now I can see and hear the far side.

I guess there were something wrong with the current D-link firmware which were blocking the video and sound coming from the far side.

Thank you very much for your help.