• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
We are proud to announce new features with Poly Lens Premium. Read more about the next-level integration here!
Locked

‎01-25-2018 09:49 AM

HP Recommended

Hello there!

 

Faced with some trouble. We have Polycom Group Series 500 and sometime we call to this from mobile application (on iPhone, iPad, doesn't matter). If device isn't connected to our corp VPN (for example just in LTE network), the video and sound on device are missed (blue screen). But video and sound in Polycom station are availible and work fine in same call. If device is connected to VPN, video and sound are availible.

 

What reasons can be?

 

Thanks a lot in advance!

14 REPLIES 14

‎01-25-2018 10:25 AM

HP Recommended

Hello @duckpower,

welcome to the Polycom Community.

Your provider blocking the traffic / ports?

 

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

‎01-25-2018 10:39 AM

HP Recommended
Steffen, provider said all ports are opened. Firewall is disabled till polycom. And if we are calling between two polycom stations (in different IP networks), connection is fine too. Trouble is seeing in mobile application session only...
Was this reply helpful? Yes No

‎01-25-2018 11:42 AM

HP Recommended

Hello @duckpower

 

the scenarios clearly show something is blocking the traffic. Is this on an Android app as you could do a wireshark trace.

 

Best Regards

 

Steffen

------------------------------------------------
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

‎01-25-2018 12:12 PM

HP Recommended

You might want to do the Wireshark/TCPDump trace on the Group 500 end.  Chances are, it is being requested to send out its audio/video to private IP addresses which obviously wouldn't reach the iPad/iPhone mobile device.  If that is the case, the iPad/iPhone mobile software is not doing NAT from private to public properly for embedded addresses.  Are you making H.323 or SIP calls?

Was this reply helpful? Yes No

‎01-26-2018 01:11 AM

HP Recommended
Yeah, i thought about Wireshark too.
H.323 calls
I will test in monday and come back with results.
Thanks for advices, guys!
Was this reply helpful? Yes No

‎01-30-2018 06:47 AM

HP Recommended

Joe,

 

what port should i use for sniffing Group 500? I read that it must be 2002, but it's closed and i think this port uses for phone devices.

I add Remote Interface in Wireshark, select external IP-address of Group 500 in the "Host" field, port 2002 and password authentication. When i put "OK" button, error with code 10061 occurs.

Was this reply helpful? Yes No

‎01-30-2018 06:49 AM

HP Recommended

Hello @duckpower

 

from the Video FAQ:

 

Feb 10,2017 Question: Can I remotely take a Wireshark capture from a RealPresence GroupSeries?

Answer: Since Software Version 4.1.1 you can follow this tech tip => here <=

 

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
Was this reply helpful? Yes No

‎01-30-2018 08:09 AM

HP Recommended

Command from FAQ document doesn't work. I connected to Group 500 by telnet. When enter command "capture Remote Start" take this:

"error: command not found".

Was this reply helpful? Yes No

‎01-30-2018 08:30 AM

HP Recommended

Hello @duckpower,

Are you sure you are using port 23?


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
Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.