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VVX 1500 Video Call Problem

manishing
Occasional Advisor

VVX 1500 Video Call Problem

Hi,

We are using VVX 1500 in our network. But we are having problems for delivering the video for some devices (not all of them)

 

When the device trying to make a video call just an "X" appears on the screen and nothing more.

 

As I said we are not facing with this problem on all devices, just a few. But important people are using this.

 

We had this problem in Version 5.4.5  and 5.5.0.

This is so critical for us, what should we do ?

 

(All the phones are using the same version at the moment but some of them have the problem)

 

Thanks.

(Sometimes problem is fixed with restart)

Message 1 of 13
12 REPLIES 12
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 1500 Video Call Problem

Hello manishing,

welcome to the Polycom Community.

  • Is this a SIP call or H.323 with the VVX1500?

  • In addition what is the call platform?


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 13
manishing
Occasional Advisor

Re: VVX 1500 Video Call Problem

Hi Steffen,

 

1- This is a SIP call

2- We are using polycom phones with over a network with Juniper switches and a NEC central.

Message 3 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 1500 Video Call Problem

Hello manishing,

I cannot find NEC central on an interoperability list.

 

They may have tested this with a certain software so I can only suggest you work with them on this as it may require yourself to downgrade the VVX. I assume that this has worked once and now no longer works.

 

The only other official possibility is to open a Polycom service ticket. You cannot do this yourself.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

 

Feel free to post a wireshark trace taken on the phone end so other community members can try and help yourself.

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 4 of 13
manishing
Occasional Advisor

Re: VVX 1500 Video Call Problem

Hi Steffen,

 

MAC address is : 

00-04-F2-BE-FC-EF

 

Can you tell me who can provide support for us ?

Thanks.

Message 5 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 1500 Video Call Problem

Hello manishing,

The VVX1500 was sold via Go Telecom B.V. back in 15/10/2012 so you would be out of warranty. We do offer PPI / Pay Per Incident support or you can work with NEC.

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 6 of 13
manishing
Occasional Advisor

Re: VVX 1500 Video Call Problem

Hi Steffen,

 

I sent you the wrong MAC address i think, can you check the MAC addresses below and tell me who can provide support for us ?

00-04-F2-4F-ED-99

00-04-F2-4F-EF-FE

00-04-F2-4F-EF-1E

 

 

 

Thanks.

Message 7 of 13
manishing
Occasional Advisor

VVX 1500 problem

Hi Steffen,

 

I replied to a thread but you couldn't see it I think. Can you reply about my latest post at the below url ? Thanks.

 

http://community.polycom.com/t5/VoIP/VVX-1500-Video-Call-Problem/m-p/87404/highlight/false#M19130

Message 8 of 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 1500 problem

Hello manishing,

Please work with TESAN ILETISIM A.S. who sold these in 11/11/2016

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 9 of 13
manishing
Occasional Advisor

Re: VVX 1500 problem

Hi Steffen,

 

Is there any way that i can learn the SIP version that VVX 1500 uses during the call ?


 SIP-Version: Both request and response messages include the
           version of SIP in use, and follow [H3.1] (with HTTP replaced
           by SIP, and HTTP/1.1 replaced by SIP/2.0) regarding version
           ordering, compliance requirements, and upgrading of version
           numbers.  To be compliant with this specification,
           applications sending SIP messages MUST include a SIP-Version
           of "SIP/2.0".  The SIP-Version string is case-insensitive,
           but implementations MUST send upper-case.

           Unlike HTTP/1.1, SIP treats the version number as a literal
           string.  In practice, this should make no difference.

 

Message 10 of 13