Polycom m100 will not work with Verizon 4G hotspot, please advise.

[Anonymous]

I loaded m100 onto a laptop and was able to place the test call to Polycom Lobby Austin while connected to the Internet via a Charter Broadband/D-link N150 wifi connection. When I switch the connection to my Verizon 4G Samsung SCH-LC11 hotspot I get the message "A firewall on the computer or network may be blocking the audio and video sent from the far end. Please read the trouble shooting in help and adjust the firewall settings to allow inbound audio and video".

A speed test shows my 4G speeds as 2.2 Mbs download/1.7Mbs upload. Laptop is a Lenovo, i7 Q740, ATI Radeon HD 5730  1GB, Win7 64 bit.

I have included screen shots of the administrator settings in my 4G modem. I think I have opened all the required ports by way of Port Filtering. Do I need to do anything else, perhaps port forwarding? Has anyone had success with running Polycom m100 from a laptop while connected with a Verizon 4G modem (Samsung or Novatel MiFi)? 

Again, it works when I'm on cable broadband/wifi, but does not work when I'm on my 4G modem.

Please advise.

[Anonymous]

Moderator,

I truly need help in getting m100 to work with a 4G modem. I am a Medical Director at a geographically isolated area and I am trying to demonstrate proof of concept for using laptops with m100 software and connecting to the Internet via a 4G modem to provide medical services to our distant clinics.

I called the 888 support number but they could not help me. I even offered to pay Polycom for technical support but was told they could not help me with this matter since it was trial software.

Moderator, please advise me as to whether or not Polycom m100 can be used with a 4G modem or do I need to look for different AV conferencing software.

[SteffenBaierUK]

Hello dp904,

welcome to the Polycom Community.

Have you contacted Verizon Support yet as the issue clearly only appears when using their Network?

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Steffen, Thanks for responding. Yes, I contacted Verzion. My case was escalated all the way up the chain to the actual maker of my modem and I spoke with technicians at Samsung. They said that I needed to open the necessary ports that Polycom indicated (see screen shot files on original post), which I did but I still got the firewall error message. They say the problem is not with their modem. By the way, I did not include in my original post that Skype works perfectly with my 4G modem so I know the modem is capable of AV conferencing. My question to Polycom is this, have your technicians ever been able to make m100 work over a 4G network? Is there something inherent in your software that is incompatible with the 4G system or Verizon's 4G? Does an additional port need to be opened? Has a different 4G modem been successful at running m100? Has a different 4G network been successful? Again, I was willing to pay for Polycom technical support to get my questions answered but they would not allow me to do so. Kindest regards.

[SteffenBaierUK]

Hello dp904,

I am not a Video Support Engineer but typical Video Ports are:

1720 for Call Setup
1719 If your using a Gatekeeper
3230 - 3237 TCP & UDP for Media Channels

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Those ports are open. How do I get in contact with a Polycom Video Support Engineer? Thanks