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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Hello All We are experiencing an issue with our Polycom RealPresence Group 700 where it drops/timesout at 45 minutes every call. I was reading on the keep-alive issue for the HDX so would this apply to this as well?

 

We are currenly on the software/firmware version 5.0.0

 

When I download the logs from the RealPresence group the disconnect reason is Unknown.

 

The Lync server for audio doesnt show any issues but for video content was showing unsupported media type.

 

Please let me know if you need more information and thanks for any assistance.

1 REPLY 1
HP Recommended

In answer to your first question, yes it is most likely the same time-out that you read about on the HDX.

 

You might want to consult the RealPresence Group Series Administrator’s Guide in the section on Configure the Room System for use with a Firewall or NAT to see if that offers help to you.

 

 

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