No remote monitoring on Poly X Series

[Oupek]

A customer has old video endpoints (poly HDX and Group series). He bought new models like Poy Studio X30/X50 but for some reason the remote monitoring doesn't work on these new endpoints but works on old endpoints.

We update oneX30 to latest version available but it still the same.

I Need assistance because I don't remember there exists a parameter to enable/disable the remote video on web.

[SteffenBaierUK]

Hello ,

Welcome to the HP community.

Unfortunately, Your post does not contain the currently used Software version for the HP Poly product or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come.

For current Video products please include the Provider used.

As this has not been supplied we are awaiting your answer.

You can also work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[Oupek]

My bad, I forgot to provide the most important information.

The laptop and the X30 are not on the same vlan but there is no firewall between them.

The X30 is currently using Poly OS. At first, it was running with software version 3.14.1 then upgraded to v4.0.2.

Hope this will help.

[SteffenBaierUK]

Hello @Oupek 

we still do not know the provider you are using but in Poly Provider mode you have this:

Oct 13, 2021 Question: How can I use the Poly Control App on a Studio X or G7500?

Answer: This was added in 3.6.0 and please check >here<

There is no screen capture option in any available mode.

A more common protocol for remote monitoring:

Feb 10, 2015 Question: Can we use Simple Network Management Protocol (SNMP) MIB files for Poly Products?
Answer: For more details check => here <= 

Best regards

Steffen Baier

[HemsoeNN]

HI...

I think that parameter you are searching for is this:

diagnostics.remotemonitor.enable

With it you can enable or disable the Remote Monitoring.

Remember that is not all Providers that support Remote Monitoring, ex Teams

/Dan

[Oupek]

Hi,

thanks for the tips. I'll have to check on customer's X30 but isn't it activated by default ?

[Oupek]

Hello,

I just checked on the customer's endpoint and the "diagnostics.remotemonitor.enable" parameter is already set on TRUE.

I asked the customer to take the x30 at home and check on a private network whether the video is displayed in the remote monitoring menu.

Best regards,

Oupek

[Dan_Hemsø]

Hi Oupek..

Just wanted to make sure that we are talking about the same:

Also remember that the feature is not available at all Partner modes, ex. Teams.

My sample is from a endpoint set to Poly.

[Oupek]

Hello Dan,

That's exactly the issue we have.

We are not able to receive video in the remote monitoring menu on Poly Studio X30 and X50 so far whereas it works on old Poly endpoints like HDX ord Group Series.

All the new gen endpoints use Poly provider since my customer has a Clariti Infrastructure 2.0 and all his endpoints are provisioned.

[Dan_Hemsø]

Hi Oupek..

Are you able to see the menu option on the endpoint?

Idea. Try to configure the setting on a endpoint and update the provisioning (disable/enable) and see if the helps