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HP Recommended

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.

10 REPLIES 10
HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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.

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

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

/Dan
-------------------------
Please remember to answer as "Accept as Solution" if you could use the help.
HP Recommended

Hi,

 

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

HP Recommended

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

HP Recommended

Hi Oupek..

 

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

Dan_Hems_0-1693299122563.png

 

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

My sample is from a endpoint set to Poly.

 

Best regards - Dan Hemsø
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"
HP Recommended

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.

 

HP Recommended

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

 

Best regards - Dan Hemsø
Poly Video Professional (VIDEO-PRO) UC consultant
Remember mark as "Accepted Solutions" or if my reply/help is "Helpful"
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.