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iOS RealPresence Mobile HD Video Not Working

Seth Kennedy
Occasional Advisor
‎05-02-2019 05:38 AM
‎05-02-2019 05:38 AM

iOS RealPresence Mobile HD Video Not Working

Hello,

 

We have been having issues with any iOS devices using the RealPresence app. The devices can join a meeting room with no audio issues, but the video transmitting from the ipad to a HDX or VSX box will show 1 frame every 2mins. The iOS device receives video just fine.

 

This happens on any iOS device (iphones, ipads) with any iOS version so far. I am using the most up to date Realpresence app 3.10. Ive tested this on many networks which all yield the same results.

 

Im not sure where to start with troubleshooting this issue. Is there a way to get an older version of the app? Preferably 3.7?

 

We are using CMA5000 and also utilize Airwatch for our MDM.

 

Thank you

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Seth Kennedy
Occasional Advisor
‎05-03-2019 08:40 AM
‎05-03-2019 08:40 AM

Re: iOS RealPresence Mobile HD Video Not Working

Our CMA is on software version 6.2.7ER1

 

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Seth Kennedy
Occasional Advisor
‎05-03-2019 10:25 AM
‎05-03-2019 10:25 AM

Re: iOS RealPresence Mobile HD Video Not Working

Please close / cancel this ticket.

We have narrowed the issue down to the bridge / RMX.  Thank you

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎05-03-2019 10:27 AM
‎05-03-2019 10:27 AM

Re: iOS RealPresence Mobile HD Video Not Working

Hi Sam

Posting in the community does not open any ticket.

Best regards

Steffen Baier
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If official support is required please check how to phone or open a case here

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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