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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Hey, we are using a Polycom HDX6000.  We have an issue where we are forced to check the box for diagnostics mode under call preferences in order to get both audio and video on the far end to work.  If we uncheck that box it will shut off any video on the far end for the device.  Audio will work fine and they can see us, we just cannot see them.  This will happen using a lobby IP as well as a direct IP call to the device.  We matched our settings identically to another working Polycom device of the same model, but it will not work unless we check off that diagnostics mode box.  Is there any way to get this to working properly with that mode off?  With diagnostics mode we get audio and video, but both are very choppy for the near and far end which at times will force calls to drop after a while.  Attached is a picture of the setting I am referring to.  Any help would be appreicated.  Thanks.

2 REPLIES 2
HP Recommended

Not enough information.

 

What software is on the HDX 6000.

 

What is the far end you are trying to call?  What software version is it?  Is it listed in the release notes as a support system?

 

What does your network look like?  Does the firewalls allow full H.323 videoconferencing?

 

Diagnostic Mode puts the codec in a mode that allows for testing to far ends that do not support the full suite of H.323 algorithms and it will provide a poorer quality experience.  It is design to assist in troubleshooting connections that fail in some manner.  See the notes in the HDX Administrator's Guide for additional information.

HP Recommended

Sorry for the wait needed to get some info from the IT crew in Europe since they provided us with the system and setup..

 

Software: Release - 3.0.6-37004 (We cannot upgrade anymore here).

Far end call: Interoute OneBridge. (Polycom systems are supported, we don’t have quality issues with other HDX6000 systems)

What does your network look like? Network is setup on an external setup so it's pretty much open with no firewall or anything for it.

Does the firewalls allow full H.323 videoconferencing? -> Yes

 

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