Problem with microphone in HDX 6000

[Anonymous]

Hi support

I have a problem with microphone in HDX 6000. Everythink seems to be OK but remote location doesn't hear us. What can I check to resolve this problem?

Tomek

[Polycom_Video_E]

You do not specify the type of microphone you are using.

There is microphone testing in the diagnostics and audio pages of the web and embedded interface, does it show microphone activity?

Have you tried to a different site? 

Test to a test site like the one at 71.14.2.158 or 71.14.2.157

[Ovg1]

Diagnostic->Network->Near End Loop

Speak into your mic and if mic is ok,  you will hear yourself

[Anonymous]

Microphone type is 2201-23313-003

Softwere is 3.1.1.3-36019

I tested micrphone - activity is correct, means bar working, but doesn't hear us.

I do not check test site.

[Anonymous]

Near End Loop work correctly.

[SteffenBaierUK]

Hello Tomek,

welcome to the Polycom Community.

This sounds like a Firewall issue as you successfully tested your hardware.

Ensure that the well known and documented ports are open in your Firewall and the other end.

This has been discussed multiple times within the community and the search should be consulted to find the old posts.

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

[Anonymous]

This is not a problem with firewall.

My admin check it and it not seem to be firewall issue.

Ealier we have this terminal mounted on other room - all works correctly, now we moved it to other place - video working, we hear other conference useres, but they don't hear us.

Regards

Tomek

[Polycom_Video_E]

What happens in a point to point call?   I am assuming that you are doing a multipoint call since you say users (plural).  What MCU are you using?  What is the MCU showing for your audio, do they have it muted?  In your statistics what does is show for Audio algorithm, audio rate, audio packet lost and audio jitter for both the transmit and receive.  It should be looked at on both the MCU and the EP.  That will help identify where the issue is at.

If you see the level bars moving in the UI that indicates the microphone and cables is working and the codec is receiving audio from the microphone. 

[Anonymous]

We use scopia videoconference server to create call. It is multipoint call every time.

Remote users can see that our microphone is not muted.

Where I can find statisticts which you wrote?

Yes - bar from microphone moving in diagnostic screen.

[Polycom_Video_E]

Multiple places on the codec, I can not speak to the RadVision as you would need to ask them.

For the EP, on the embedded UI simply hi the information button on the remote and page through the screens.

From the Web UI, under Make a call, under Diagnostics Call Statistics.