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Missing Audio on IP 650

Yoji Ishii
Occasional Contributor

Missing Audio on IP 650

We are experiece missing Audio for incoming audio by handset with IP 650.

Outgoing audio sounds no problem.


It means other end can listen my voice very well but some times I experience missing audio

for other end voice.  Especially it usually happen both end speak at the same time. 

I'm taiking packet capture on switch which connected IP 650 and sounds no problem on this level.


We are also using VVX300 on same network enviroment but I did not experience this issue,

it's occur only IP650.   In case of G722 call, means Polycom to Polycom does not have issue but

use G711 mu-low call Polycom to PSTN experience issue.


Is there any adjustment I can make on IP650 ?

app version is 4.0.8.


Thank you for your advise.


Message 1 of 3
Polycom Employee & Community Manager

Re: Missing Audio on IP 650

Hello Yoji Ishii

welcome back to the Polycom Community.


You already state that in your wireshark capture you cannot find an issue with the Audio from the SPIP650 so I would recommend to investigate further into your setup.


In order to check why this seemingly only occurs with the 650 and not the VVX300 both would need to be tested at the same switch and then compare both calls via Wireshark to ensure they are both using the same codec's etc.

The community's VoIP FAQ contains this post here:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

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 Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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
Message 2 of 3
Yoji Ishii
Occasional Contributor

Re: Missing Audio on IP 650

Hi Steffen,


Thank you for your update. We took a packet capture on switch which connected phone but that level we do not see any issue with tha t level.. I directly listen Audion it's no problem on pcap. So that I imagined this issue is coming from phone it self. 


I am guessing echo canceler does some bad, and Do you think is that posssible cauase of issue ?


To see the US software 4.0.5 Administrator Guide I found article but does not explain a lot for this. 

voice.aec.hs.enable="0" • voice.ns.hs.enable="0"



Could you please explain how it works ? Also in you could advise if there are any other adjustment I can try to make ?


Thank you for your help in advance.






Message 3 of 3