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‎04-12-2017 09:17 AM

HP Recommended

I can get audio from the other end but I can't see their video (only the default blue screen appears) on my iPad connected over cellular data. I have tried this on 2 iPads.

 

I have tried the test number 140.242.250.203 and am able to get both video and audio through H.323 but not through SIP .

I tried connecting to their number through another user's Android phone and was able to get video and audio.

I have connected through a mobile hotspot and can get audio and video.

 

Why is it that when I connect through cellular on my iPad I can't get video?

1 ACCEPTED SOLUTION

Accepted Solutions

‎04-12-2017 10:10 AM

HP Recommended

Hello tzaqaree,

welcome to the Polycom Community.

If you can connect to the Polycom test sites but are unable to connect to a IP address given to you by a third party most likely they have not forwarded the relevant ports etc.

 

Please have a look at the Video FAQ in my signature.


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

View solution in original post

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7 REPLIES 7

‎04-12-2017 09:26 AM

HP Recommended

Also, I have tried connecting through the desktop application to the mobile site. The same problems occur for the ip address that I am trying to connect to, but not for the test site.

Was this reply helpful? Yes No

‎04-12-2017 10:10 AM

HP Recommended

Hello tzaqaree,

welcome to the Polycom Community.

If you can connect to the Polycom test sites but are unable to connect to a IP address given to you by a third party most likely they have not forwarded the relevant ports etc.

 

Please have a look at the Video FAQ in my signature.


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
Was this reply helpful? Yes No

‎04-12-2017 10:12 AM

HP Recommended

 We were able to connect using another phone to get both audio and video. 

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‎04-12-2017 10:22 AM

HP Recommended

Hello tzaqaree,

is this:

 

  • Android or iOS?
  • Same version?
  • Same network provider / network?
  • Same Data Plan?

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
Was this reply helpful? Yes No

‎04-12-2017 10:48 AM

HP Recommended
  • iOS but we are having the same problems on an Android device I have tested with. This problem also occurs on the desktop version.
  • The iOS and the Android are using the newest version. I'm not sure what version the phone that was working used. 
  • Same network. Verizon.
  • Different Data plans.
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‎04-12-2017 12:32 PM

HP Recommended

The user who's phone worked to connect was using SIP with UDP Transport Protocol but no SIP registration. We were using H.323 protocol. Tried switching our protocol to UDP but it still is not working. 

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‎04-12-2017 01:52 PM

HP Recommended

Turns out he had his video turned off.

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