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- Re: no audio/video incoming stream in Polycom Real Presence ...

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02-19-2018 05:04 AM
Hey
I have recently installed Real presence on my smartphone
Whenever I join any video bridge, I am not receiving audio/video stream.
In media statistics, i see 100 % loss packet.
I have tried to call in below list of bridges :
Dial String: 202.158.196.141 < H323
Dial String: 0262463194@csiro.au < SIP
Dial String: 208157136@cisco.webex.com < SIP
Dial String: 66.244.181.76
CodecType: Polycom VSX8000 Release 9.0
in attachment you can find logs from my app
02-19-2018 07:13 AM
Hello @kkosowsk,
welcome to the Polycom Community.
Is this using WiFi or GSM aka a 3G or 4G network ?
Can you call the Polycom test numbers listed in the Video FAQ?
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

02-19-2018 08:35 AM
I was using 4g network.
Where i can find Video FAQ, can you provide URL ?
I have checked log file from App, I am not Polycom expert but those lines can suggest that call haven't been established correctly
Line 20182: 02-19 11:32:16.018 15043 15221 E CC : H323MessageParser::parseOpenLogicalChannelAckRx(), remote site send error multiplexID with zero!
Line 20459: 02-19 11:32:16.517 15043 15221 E CC : H323MessageParser::parseOpenLogicalChannelAckRx(), remote site send error multiplexID with zero!
Line 20759: 02-19 11:32:16.911 15043 15221 E CC : H323MessageParser::parseOpenLogicalChannelAckRx(), remote site send error multiplexID with zero!
And this one can point to parsing problem under application itself :
CMAD_UI : $SlideTabMainActivity$ ************** onRemainningCmadEvent mNeedUpdateUserProfile: false cmadEvent: class com.polycom.cmad.call.events.CallControlEvent
CmadNative: one error frame was abandoned because of data is not consistent with the resolution
I was using a free account.
it was stand-alone call from the un-registered mobile app.
other participants could see my video stream but U am not sure about audio stream unfortunately
02-19-2018 08:48 AM
Example: [FAQ] Polycom® RealPresence® Mobile frequently asked questions
Feb 01, 2013 Question: Is there a way I can make a test call to a Polycom site?
Answer: Have a look at this post => here <=
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

10-09-2019 08:59 AM
We are facing exactly the same problem. To add to it, if the mobile is on the same WIFI network/LAN, then the call gets through. But if it on a different network, it gets blocked; i.e. Video and Sound are visible on VC but not on mobile phone. Polycom has also struggled to provide us with a solution. Any help will be highly appreciated.
10-09-2019 10:19 AM
Hello @AndyJain ,
Welcome to the Poly Community.
Not knowing if you actually use any other Poly infrastructure or simply use the free version of RPM it is hard to comment. Do you have a Poly SR as you mention to struggle and help you?
This is all going over a public network I would assume but as you have not provided enough details for anyone here try to help.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
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