• ×
    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

‎01-30-2018 08:36 AM

HP Recommended

Oh my god, sorry for my inattention. With 23 port it works fine

Was this reply helpful? Yes No

‎10-09-2019 09:40 AM

HP Recommended

Was this problem solved? We are facing exactly the same issue. Please help.

Was this reply helpful? Yes No

‎10-09-2019 10:20 AM

HP Recommended

Hello @AndyJain 

 

I replied to your post >here<

 

Please provide the relevant details there.

 

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

‎10-09-2019 10:52 AM

HP Recommended

Thanks Steffen. I chose to reply here as this is a more accurate representation of our problem. I hope that is ok.

 

We do have RealPresence Group 500 in our office that works fine with other VC from our other office. However, we are trying to connect to them using the Mobile app and have been struggling to get it working. Mobile app works only if it connected on the same LAN as Polycom VC.  However, if we connect from our other VLANs or from WAN, we face the problem where the VC is able to see and hear the mobile app user but mobile app user cannot see or hear the VC user. We have used port redirection for the ports as suggested by Polycom.

I hope these details are useful. 

 

For reference, your message: 

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?

Was this reply helpful? Yes No

‎10-10-2019 04:53 AM

HP Recommended

To add to my comments above, I now feel that it is a simple app issue and not a VC setup issue.

I tried calling on test numbers provided by polycom, and it did not work either. I tried the following 2 IPs at:

https://support.polycom.com/content/support/north-america/usa/en/support/video/video-test-numbers.ht...

  • Network Interface: IP Only
  • Capabilities: up to 1920k @ 60fps
  • Test Numbers: Test Number to Dial (LAN/IP): 140.242.250.200
  • Network Interface: IP Only
  • Capabilities: up to 6144k @ up to 50fps
  • Test Numbers: Number to Dial (LAN/IP): 140.242.46.50

I couldn’t see the remote video or sound and the packet loss shown was 100%.

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>.