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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

Hi all!

 

In the last month we've been experiencing up to 30% packet loss (Receive Call Stats) when making external calls using Polycom HDX 7000 endpoints.

 

The packet loss is the same when calling IP addresses of other vcon systems and when we connect to BlueJeans meeting rooms using our room systems.

 

Other members of my team have been checking for any errors or changes within the CMA and the VBP but can't find anything that may have caused it.

 

Has anyone else been experiencing this issue recently and knows how to fix it?

7 REPLIES 7
HP Recommended

Ethernet port speed/duplex mismatch can cause packet loss but that would also affect internal calls.

QOS markings could result in packet loss but QOS is not maintained over the Internet.

Exceeding available bandwidth could result in packet loss.

 

The VBP should have statistics showing whether it is seeing packet loss and its logs might give clues.

HP Recommended

Hi Joe

 

Thanks for replying that's really helpful info.

 

Here are some stats from the Network Information page within the VBP:

 

Link Status:

eth0: negotiated 100baseTx-FD flow-control, link ok
eth1: 100 Mbit, full duplex, link ok

Interface Information:

eth0      Link encap:Ethernet    
         
          UP BROADCAST RUNNING MULTICAST  MTU:1500  Metric:1
          RX packets:4379424 errors:0 dropped:0 overruns:0 frame:0
          TX packets:2298 errors:0 dropped:0 overruns:0 carrier:0
          collisions:0 txqueuelen:1000 

eth1      Link encap:Ethernet  
          
          UP BROADCAST RUNNING MULTICAST  MTU:1500  Metric:1
          RX packets:1227703 errors:0 dropped:0 overruns:0 frame:0
          TX packets:945 errors:0 dropped:0 overruns:0 carrier:0
          collisions:0 txqueuelen:1000 

lo        Link encap:Local Loopback  
          
          UP LOOPBACK RUNNING  MTU:16436  Metric:1
          RX packets:0 errors:0 dropped:0 overruns:0 frame:0
          TX packets:0 errors:0 dropped:0 overruns:0 carrier:0
          collisions:0 txqueuelen:0 

 

And here's some call stats from a recent IP call with packet loss;

 

Call Statistics      

 

                                 Transmit Receive

Call Speed                     768K 768K

Video Protocol        H.264-HP H.264-HP

Video Annex    

Video Format                  720p 720p

Audio Protocol         SirenLPR SirenLPR

Total Packets Lost                0 20030

% Packet Lost              0.00% 25.50%

Call Encryption                  Off  

Call Type                      H.323  

Audio Rate                      64 K 64 K

Video Rate                    448 K 448 K

Video Rate Used          401 K 133 K

Video Frame Rate              25 10

Video Packets Loss              0 15372

Video Jitter                 11.5 ms 4.3 ms

Audio Packets Lost               0 4817

Audio Jitter                   3.2 ms 8.5 ms

Maximum Audio Jitter  3.5 ms 10.8 ms

Video FEC Errors                 0  

 

 

Do these give you any insight into what might be happening?

 

Best

Ads

HP Recommended

Hello Ads,

welcome to the Polycom Community.

You have 25% packet loss as shown above.

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

Sure looks like something is restricting/throttling your RECEIVE packet stream (from the far end).  The VBP doesn't appear to be dropping any packets so the question might be, what type of internet connection do you have?  Has that downstream (receive) bandwidth changed causing throttling?

 

Have you tried isolating the issue to an internal network problem or external network problem by testing internal only calls (working or not) compared to external calls (not working properly)?

HP Recommended

It is also important to understand that Packet Loss can be more than packets being lost on the network, it can also be due to the network Jitter being so great that the packets are not arriving in time to be used, and those are also considered lost packets.

 

Possibly a new application on your network that has a higher priority than videoconferencing that is causing the problem.  Like did you just move to VoIP?

HP Recommended

Thanks for your helpful replies Joe and Polycom Moderator.

 

We are only experiencing the packet loss problem on external calls (receiving). Internal calls are unaffected.

 

Had another chat to our Network team in relation to what you have both said and they've asked me to post this:

 

"I've checked if we were invoking any form of throttling on the Firewall to the ITS-DMZ and we don’t appear to be. Packet loss is happening when pinging the IP address on the WAN interface of the VBP from our firewall.

 

Also I put my laptop on the ITS-DMZ network (connected to the same switch) and ping’d it from the firewall and experienced no packet loss."

 

Does this information help at all?

HP Recommended

Your Network team says:

Packet loss is happening when pinging the IP address on the WAN interface of the VBP from our firewall.

 

Where is your firewall in relation to our VBP and your internet connection?  Seems to be an issue between the VBP and the firewall.

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