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‎10-02-2013 12:17 PM

HP Recommended

I'm currently have problems with an HDX 7000 with software version 2.6 and Cisco Jabber/Movi calls.  The 7000 will accept or call out to the jabber user but it will only be an audio call.  We have a number of HDX 8000's with no problem and even an VSX 8000 with no issues.  What could be wrong with this device?  I have compared the admin settings to the 8000's and it's the exact same other than a few differences with the software options.  Do I need to just to version 3.0 for this to work?

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Accepted Solutions

‎10-15-2013 09:53 AM

HP Recommended
I ended up resolving this with eliminating the diagnostic mode feature. I'm not sure why this was even being used since it killed the video quality. I can not receive Jabber video calls, but if I try to call from the HDX to a Jabber account it takes almost a minute for it to reach the user. I think this is a setup problem with the VCS.

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7 REPLIES 7

‎10-03-2013 06:50 AM

HP Recommended

I can not answwer specifically, but there are a number of differences in the current software, 3.1.2, and past versions, especially in the area of security (see www.polycom.com/security).  I would recommend an upgrade to 3.1.2, retest and if there is still an issue to open a service ticket so we can look at it.

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‎10-03-2013 07:40 AM

HP Recommended

I found a matching device on our network (HDX7000 with version 3.0.3.1) and it works fine.  I assume there must be an update with the software to correct this problem.  I do not have a service plan how can I update to version 3.x.x?

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‎10-03-2013 07:47 AM

HP Recommended

Also, are the hardware versions the same?  Check the system information page for the hardware versions.

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‎10-03-2013 09:03 AM

HP Recommended
Both in the admin/tools/system info list it as HDX 7000. Nothing else is listed.
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‎10-04-2013 09:10 AM

HP Recommended
I was able to update the software now to the latest 3.1 version with no luck. The next thing I'm going to try is doing a SIP to SIP call from another endpoint and eliminate Jabber from the mix.
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‎10-07-2013 06:38 AM

HP Recommended
The point to point SIP call from another HDX 8000 did not work. I'm going to try a SIP call between two other devices and see if that works.
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‎10-15-2013 09:53 AM

HP Recommended
I ended up resolving this with eliminating the diagnostic mode feature. I'm not sure why this was even being used since it killed the video quality. I can not receive Jabber video calls, but if I try to call from the HDX to a Jabber account it takes almost a minute for it to reach the user. I think this is a setup problem with the VCS.
Was this reply helpful? Yes No
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