Cannot make and receive call on Polycom real presence group series -300

[Anonymous]

Hi.,we a group series-300 in our company,first i can make and receive call but now i cant..why?i already try to restore the modem but nothings happen.,we have another branch that has polycom group-300 to and i look at the web interface their all the same configuration..i try to call to the other modem,it will connect but no video appear..1 thing i notice is at first,when i try to call the other modem the external ip shows up at the bottom of my ip..but now,it shows only the same as my internal ip that was assign to our modem..

[SteffenBaierUK · Accepted solution]

Hello scintille,

welcome to the Polycom Community and I have moved / removed your various double posts.

This sounds like a classical firewall / port mapping issue.

The Real Presence Group admin guide matching your yet unknown software version contains the Port Usage section which describes the used ports in detail.

In addition the community's search functionality , when searching for the word firewall, shows => here <= results.

You can also use the Polycom test sites listed => here <=

If any further support is required you should really work with the Polycom reseller who sold you the units.

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

[Anonymous]

Can you show me a step by step guide on how/what to do to configure firewall/port mapping for my device "group series-300"?
Anyway thanks for ur reply..

[Anonymous]

Hello Scintille,

Its a little difficult to provide step by step instructions for how to map ports for a firewall since there are many different flavors of firewalls out there, each with their own way of handeling things.  None the less the idea or the intent is still the same. Let me see if I can describe it clearly. Sorry if I over-simplified my description.

-Your group 300 needs an address on which it can be dialed. External IP. Set asside an External IP and also an internal one to assign to it. 

- Your Group 300 communicates to the outside world on a variety of ports.(Listed in Admin guide in post above) The different ports are used for different funcions. They are all needed to establish a call and keep it going. 

-Your firewall by default wants to block any communitcation on those ports. 

-Tell your firewall to allow communitcation on those ports (incoming&outgoing) for that Public IP to the Private one.

- You might have to setup a NAT on your firewall to pass that info on. (depending on Firewall)

-You might have to do it as port forwarding. (depending on Firewall)

-Spell out these addresses in the Group 300 IP settings> Firewall section. 

-You might have to toggle with some of the settings in that section. (depending on your firewall)

-Check out VTCtest.com for call testing info. 

**Some firewalls might not have the ability to manage a Video codec through them. (what kind do you have?)

*** The reseller that provided you with the Group could also provide some support.