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VVX500 video call issues

Occasional Visitor

VVX500 video call issues


I am using a VVX500 with camera attached and have encountered a number of issues when setting up video calls, some of which are reported by a number of other users on this site:

- When receiving an incoming video call from a remote client (Microsip softphone on PC via PC Best SIP PBX) video is never transmitted from the phone to the far side.

- When placing a video call from the phone, the far side does initially not receive an live video stream from the phone. Only after stopping ("Stop Video") and restarting video ("Start Video") on the phone the video stream is sent to the far side.


In either case, video is received and displayed ok on the phone and the audio link is not affected. The same behavior can be observed when a live video call is transferred to or from the phone.


Any advice on how to fix this would be greatly appreciated.



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Polycom Employee & Community Manager

Re: VVX500 video call issues

Hello Fiesta09,

welcome to the Polycom Community.

This could depend on various things.


The first question should be what SIP Server you are using ?


In addition I would suggest to take a wireshark trace at the phone when replicating and then contact your Polycom reseller to raise a ticket with Polycom support for analysis.

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
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