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HP Recommended

I have downloaded the trial version of RealPresence Desktop and tried making an initial call.

 

The call connects, but I see no video or audio from the other end.

4 REPLIES 4
HP Recommended

Hello,

apart from asking you to in the future using a less offensive username I welcome you to the Polycom Community.

The community's already contains multiple post's with the same topic. This is a classical Firewall issue and the release notes state the relevant ports that need to be opened.

 

Please utilize the community search in order to follow this up if further assistance is required.

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
HP Recommended

I think that 'polycomsucks' username is quite appropriate.  I'm using a trial of RealPresence and can't get any help for it to work.  Support tells me that there is no support for trial version.  This is about the 10th post that I've looked at and don't see any solutions to problems in replies.  

 

With such pitiful pre-sales support, why would I bother purchasing software that no one will help get working?  

HP Recommended

Hello ChgoLil,

welcome to the Polycom Community.

Did you follow up the other post's or verify the firewall ports mentioned in the release notes?

 

You did not specify what your issue is.

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
HP Recommended

We connect to our far side but video doesn't always come across.  Sometimes does, sometimes doesn't.  It's about 50% success rate.  In any case, the call always disconnects at about 30 seconds.  

 

Yes, I have verified the firewall ports and they are open.  As a test, I have opened all firewall traffic between the host and the far side and still get the drops at about 30 seconds.  

 

thanks

† 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>.