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‎04-14-2015 06:40 AM

HP Recommended

Hi there,

 

We are having issues with our Polycom HDX6000 devices. We have one located in our remote office in India and one here in London.

 

There is a VPN connection between the two sites and all ports are therefore open.

 

The issue is, we can see video and audio from the remote site in India, but they can not see any audio/video from us.

 

I have tried test calls from both units to the Polycom UK test IP and it appears to work fine.

 

As mentioned, this is through a dedicated VPN, so there are no ports closed/blocked.

 

Any help would be greatly appreciated as I am running out of things to try.....

 

Many thanks,

Charlie

2 REPLIES 2

‎04-14-2015 11:10 AM

HP Recommended

Hello Charlie,

welcome to the Polycom Community.

If you successfully tested both units against a working Polycom unit and they only fail via the VPN then clearly a network related issue is preventing the traffic to flow.

 

You need to engage your network team as a simple wireshark trace via a spanned port would show the UK unit sending the Data and the unit in India not receiving it.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
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
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‎04-15-2015 07:12 AM

HP Recommended

Thanks Steffan,

 

Appreciate the reply. Is there anything in particular we should be looking for? They've provided me with a copy of our NAT table and also a pcap file of traffic when a call has been initiated...

 

Charlie

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