HELP! How to connect an external notebook client to our company HDX 9000?

[Anonymous]

I'm having a HDX 9000 in my meeting room, we do video calls across various sites in china, within our company network. But now we need to setup a meeting with a new business partner in another country who do not use Polycom. I have asked them to try downloading the Telepresence m100 free trial and install on their laptop and try connect to our Polycom (external ip), the connection is succesfull and i can see and hear them, but they can't see or hear us.

There are alot of settings in the m100 free trial client software which we are unsure of and kept them blank and connect anyway.

Could it be that their laptop is not H323 or SIP compatible?

Could it be the m100 software is not compatible with HDX 9000?

Could it be the missing software settings?

Could it be the firewall blocking the audio and video?

Any kind soul can help advise?

[Anonymous]

the user using M100 is having a laptop ip static or dynamic,they have NET on their laptop assin IP address? Regards Yash Pal

[Anonymous]

That user is inside an university, connecting using wifi, i suppose thats dhcp assigned IP.

Do you mean NAT?

[Anonymous]

From the call statistics diagnotics, the call type is setup as H.323 @ 512k speed. I can see that i'm receiving audio and video (H.264) data packets but i'm not transmitting anything.

[Ovg1 · Accepted solution]

Sounds like nat/firewall issue at m100 side. Ports open/forwarding must be done.

see page 19 >>> Here <<<

[Anonymous]

Do you mean the laptop windows firewall or the campus firewall?

but do you think it is possible that the ports are blocked given the fact that we still made a connection? i mean does making a connection independent of opening/forwarding ports?

[Ovg1]

Campus firewall. In Windows firewall must be exclusions for M100

Could you call m100? Or m100 only could call to hdx?

[Anonymous]

Ok, will troubleshoot that area.

Nope, i can't call the laptop, no response. only the m100 could call in to our hdx.

[Ovg1]

This is classic/typical Nat/firewall issue.

1. Open all necessary ports in campus firewall  

2. Forward all necessary ports from IP address of campus's  NAT to IP address of m100

see page 19 >>> Here <<<