How to connect RealPresenceMobile if connected through wifi?

vmc
Occasional Visitor

How to connect RealPresenceMobile if connected through wifi?

Dear Sirs,

 

I've downloaded the RealPresenceMobile app on my iPhone and iPad to make a test and do a video-conference from our Shanghai office with our HQ in Italy where they have installed your Polycom video-collaboration system with an assigned IP address.

Everytime I try to make a call from my iPhone or iPad, using the assigned IP to that device and being under wifi connection, the call cannot be made and it says "Far End unreachable". Same happens on the other side when they try to call my mobile phone.

I have tried using our 3G (and not wifi) and only once it worked for 30 seconds then the line dropped.

Your people told us we should have some problems with our firewall so we updated it and now we have available 4 IP server addresses we could use to call our HQ. But I'd like to know how to make the call if I use my iPad or iPhone, being the only ones to have the Polycom app, because I would need to use the server IP address to call the Polycom system in Italy instead of the pre-assigned IP on my iPhone or iPad. How can I connect to my server IP? This is my problem...is it possible? They told us we don't need to buy the video-collaboration system, but it should already be OK....

Thanks a lot for your help, I hope it is clear.

 

Best regards,

 

Gianluca Righetto

Message 1 of 5
4 REPLIES 4
RangeRider
Frequent Visitor

Re: How to connect RealPresenceMobile if connected through wifi?

bump

Message 2 of 5
Russell_Polycom
Polycom Employee

Re: How to connect RealPresenceMobile if connected through wifi?

Hello, 

 

I see we are most likely running into network issue when tiring to make calls work. I would like you to try this. Connect to IP address 96.244.192.118 over your G3 connection. If that works then try it over the wifi connection and let me know what you see. 

Message 3 of 5
Henri Brownell
Occasional Visitor

Re: How to connect RealPresenceMobile if connected through wifi?

I have the same issue on my laptop. I tried to connect to the IP you listed, but I'm sure it's long since dead. Please advise.

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: How to connect RealPresenceMobile if connected through wifi?

Hello Henri,

welcome to the Polycom Community.

The community's RPM => FAQ <= contains this post here:

 

Feb 01, 2013 Question: Is there a way I can make a test call to a Polycom site?

Answer: Have a look at this post => here <=


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

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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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 5 of 5