External Access - HDX7000 and RealPresence Desktop Software

[Anonymous]

Hi Everyone

I have to be honest.  I have never got this working even though going through all of the forums and documentation I can find.

I am trying to call an internal (LAN connected) HDX 7000 from an external network.

I have the HDX device going through a firewall which alows the following ports:-

TCP - 1720, 3230-3243, 5060, 17518

UDP - 1720, 3230-3285

I am natting the device through a Public ip address.

In the Polycom console, I have fixed ports enabled

TCP - 3230-3235

UDP - 3230-3277

Nat Config is manual, public IP address is present, and NAT H.323 compatible is ticked

I am using a CISCO ASA 5525 as a firewall.  

Whenever I dial in from an external number either one of two things happen.  I either get connected but get no audio or video, or I answer the call on the polycom HDX, the far sides shows as connected, but the line keeps ringing.

Like I say this has never worked for me, so Im wondering if its not compatible externally?  If I make a call whilst on the internal LAN, there is no isses even on an Iphone/Ipad.

Anyone got any ideas for me to look at further?

Thanks

Nick

[SteffenBaierUK]

Hello Polly,

welcome to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom Video Forum"

In addition the Polycom Video FAQ contains this post here:

Check this FAQ post => here <= for more details and troubleshooting suggestions.

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

[Anonymous]

Hi, and thanks for the welcome.

The current software version im using is detailed as being 3.3.0.50871

I downloaded it from the Polycom official site.  I hope this helps, and anyone can shed some light.

Thanks

[SteffenBaierUK]

Hello Polly,

it would be great for others to know the Software Version of both devices included in this issue.

This would enable yourself or others to double check the release notes.

In addition my original reply leads to a troubleshooting post which can help you and your network team to try and discover what is causing the issue.

The next step would be to involve your Polycom reseller who can help troubleshooting or raising a support ticket with Polycom.

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