vsx 6000 and realpresence group 500 is does not work

[Consutel]

We have a problem with the vsx 6000 (or vsx 7000) that when making the call from a group 500 at 2:30 minutes the call is cut, but with group 310 it works perfectly and the call is not cut.

What is the problem?

Are the two system incompatible?

thank you

[SteffenBaierUK]

Hello @Consutel,

welcome to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

• In addition have you compared a backup from the GroupSeries 500 with the GroupSeries 310 ?
  
  
• Is this all on the same network / subnet?
  
  
• H.323 or SIP?

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

[Joe Vallender]

Sounds like a firewall/router time-out issue.  Are the VSX's behind a different firewall than the Group 310?  Could also be that the Group 310 and VSX's use different ports whose connections are being timed-out at 2 hrs 30 mins.  And, are the VSX calls H.323 or SIP and are the Group 310 calls the same?

[Consutel]

Hello 

I pass the firmware of the two videoconferences. The ip are private and work with a dedicated MPLS, and ther is no firewall there is a group of ip and nobody else can enter.

realpresence group 500

firmware: Release - 6.1.0-310348

hardware: 20

vsx 6000

firmware: release - 9.0.1.1 - 07aug2008 21:05

The videconferences have been put whithout any special configuration, remove from the box and configure the basic (ip, name...) and the 310 works perfectly an 500 is cut at 2 minutes and 30 seconds.

Thanks

[Consutel]

sorry

the call was made by h.323

[SteffenBaierUK]

Hello @Consutel,

Are both the Group 310 and the Group 500 running the same "old" software ?

We are already on 6.1.4 release so I suggest upgrading these first. 

In addition the Video FAQ contains these post's here:

Feb 10,2017 Question: Can I remotely take a Wireshark capture from a RealPresence GroupSeries?

Answer: Since Software Version 4.1.1 you can follow this tech tip => here <=

In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

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