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HP Recommended

Looks like a timeout but further evidence says it's unique to RPD.

 

software, the call will connect successfully but then drop after exactly 2 minutes and 11 seconds.
 
We have tried calling from various PC’s at various remote locations and have the same issue. I have tried RealPresence software versions from 2.1 up to the latest 3.1 with the same outcome. Calls via VPN to the internal IP address of the HDX also suffer from the same problem.
 
If we call the HDX’s internally within the office then everything appears ok. Calls from RealPresence to other external Polycom test numbers also seem to be ok.
 
The Sonicwall firewall is H323 enabled and seems to work fine with calls made from the iPad and Android versions of the Polycom software, the issue only occurs when using the RealPresence desktop software.

 

As an addendum from siter IT Mgr.

why this drop out would only affect the Real-presence desktop software? Is there some different traffic in play? Our H.323 time out setting is set to 8 hrs, and we don't get this drop out when calling from the VC units to other external parties (traversing the same firewall). We also don't get this drop-out when using the Real Presence mobile apps (once again, traversing the same firewall). It is specific to the Real Presence Desktop client, and we're at a loss to understand why it;s so special 🙂
-----------------------

 

Pete

 

 

 

2 REPLIES 2
HP Recommended

Since it's on RPD, it should be pretty easy to get a Sniff Trace...  Grab one and let's look at it... (Make it available to me and I'll process it thru VTC-CSI)...

 

Gary Miyakawa

HP Recommended

Hi Gary.  This went a little quite for a while but it's back live again with traces here.

http://ukhahlamba.net/Capture.zip

 

What you will see in these captured sessions is a Windows 8 machine (host 192.168.222.113) with the desktop client installed, calling through to a Polycom HDX 8000 (host 83.244.147.219). Without fail at the two minute mark, the call is being disconnected. We see this from multiple machines (Windows 8, 7 etc) calling in from different locations into all our HDX endpoints. Whilst we are calling through an H323 aware firewall on the HDX end, we're slightly puzzled as to why this drop out only occurs with the Windows desktop client. Calling from the same 192.168.222.x network with the iOS / Android client, we have no problems. We also have no problems when calls are made to the site from other Polycom / Tandberg / Lifesize codecs.

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