Connectivity issues

[Anonymous]

Hello

We are experiencing connectivity problems & our issues are two fold:

1) 

When I tried a test using RealPresence  2.1 between my iPhone4S & a Samsung Galaxy Tablet, I was able to connect to the other instantly when both were on WIFI (the same network).

When I switched either to 3/4G I couldn't connect after inputing the new IP…..  Perhaps firewall related

The settings on my iPhone  are:

Version: 2.1-29090_5711

H.323 enabled

GateKeeper Registration is  off

WLAN & 3G/4G rate 512 kbps

SIP calls is disabled

Status:

My Number 192.168.2.13

Provisioning Service is disabled

H.323 enabled

SIP disabled

Network My IP (WLAN) 192.168.2.13

2)

Trying to configure RealPresence  2.1  on a Samsung Galaxy Note & a Samsung Galaxy S III phone:

Both devices are up to date re soft/firmware.

After inputing a valid email I check the register with Polcom box & hit next…. I skip sign in..

Beside the Grey "I" there's an orange triangle with an exclamation mark in it.

Settings are identical to the iPhone with 2 exceptions

Status:

My Number….Not available

Provisioning Service is disabled

H.323 disabled

SIP calls is disabled

Network 192.168.2.20

Version: 2.1-28814_5715

I downloaded your tech PDF's for all devices & followed instructions to the letter.

Any help would be greatly appreciated.

Thank you 

[Anonymous]

Hello dcprods,

Please see below

1) Could be a few things.  When you switched each device to 3/4G did you stop and then restart the app and then test?  If not can you please do that.  If so, it sounds as though the issue is network related.  Are both devices using the same 3/4G carrier?  If so, you might want to talk to the carrier and explain the issue and ask if your IP should be able to reach the others IP within their network.  If not you will need to have the devices register to a gatekeeper/server in order to call each other.  For a quick test I had 2 colleagues setup for 3/4G on their iPhones both utilizing different carriers.  Using my Verizon iPhone 4s I dialed to one of the colleagues iPhones without issue as he is also on Verizon.  I then tried to call the other, on ATT and it failed.  The reason it failed is because we are each given an internal IP address from that carrier and it is not routable outside the carriers networks.

2) Did the RealPresence Mobile App ever work for you on these devices? 

- Also can you tell me what the exact model number that is associated to you Samsung Galaxy Note and Samsung Galaxy S III phone?  The reason I ask is within the RealPresence Mobile 2.1 Release notes we refer to specific part numbers for each of those devices and I would just like to a reference point. 

Specifically here is what we list.

Samsung Galaxy Note 10.1” SHW-M480K tablet.

Samsung Galaxy Note GT-I9220 phone

Samsung Galaxy SIII GT-I9300 phone

Link to release notes.

http://downloads.polycom.com/video/realpresence_mobile/rpm_android_RN_2_1.pdf

Please let me know your results to the above responses.

[Anonymous]

Hi Glen,

Thanks for your reply.

Issue #1 solved. We obtained static IP #'s.

Issue #2 Not solved

The models you provided in your PDF are for the US. We are in Canada. That said, our tablet:

Samsung  SGH-1957M works very well... no issues

Samsung Note SGH-1717M & Galaxy S3: SGH-I747M however still do not function. I tried trashing the app & reinstalling to no avail.

Same issue as before:

H.323 is disabled......Cant enable it.

My Number....Not available..

Any further thoughts in sorting this out are greatly appreciated!

Best,

Don,  DC Prods

[Anonymous]

Don,

I have sent a quick note to the engineering team with your added details and will let you know the response once I get it.

So just to clarify a little more, both the devices you mention (Samsung Note SGH-1717M & Galaxy S3: SGH-I747M) can search the Google Play store, find the Polycom RealPresence Mobile app, then install and launch it? 

Also can you explain to me the screens and details once they launch the app? 

1. Does it first bring up the License Agreement?
    Can you click Accept and then the OK button?
2. Does it then ask you to Sign-in?
    Does the user Sign-In or Skip?

[Anonymous]

Glenn,

I will respond in point form:

"So just to clarify a little more, both the devices you mention (Samsung Note SGH-1717M & Galaxy S3: SGH-I747M) can search the Google Play store, find the Polycom RealPresence Mobile app, then install and launch it? "..........Yes

"Does it first bring up the License Agreement?".......Yes

 "Can you click Accept and then the OK button?"......Yes

 "Does it then ask you to Sign-in? "............Yes

 "Does the user Sign-In or Skip?".......................Skip Sign-in

Thanks,

Don

[Anonymous]

Ok thanks.

I will IM you with next steps.  I will then reply here once we move forward with this issue.

[Anonymous]

Also i had Connectivity issues, But i got its solution later.