RealPresence Desktop for Windows - Activation

[Stephy]

Hello Group,

I (based in Switzerland) have just downloaded RealPresence Desktop, the 30days trial version (standalone mode, manual set-up procedure). Same has done one of my business contacts (based in Germany) in order to test the system. We just tried to call each other, however the sytem failed to connect us and I have received a message saying 'far end user not reachable. Try later'. 

Please can you give me an advise, how to solve this problem. Do I need to change my settings (eg H323 or SIP)?

My 'service connection'  shows the following (please find attached a screen shot):

- 'network': yes

- 'my number': yes

- 'provisioning': disabled

- H323: service not registered 

- SIP: service not registered 

Look forward to hearing from you soon. I need to sove this issue asap. 

Many thanks for your help!

Cheers,

Stephanie 

[SteffenBaierUK]

Hello Stephanie,

welcome to the Polycom Community.

The community's Video FAQ contains this post here:

• Jun 21,2014 Question: Are there specific Ports in my firewall that I need to open in order to utilize video conferencing?
  
  Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <=.
  
  In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

• Jun 21,2014 Question: What could be causing one way video or one way audio when utilizing video conferencing?
  
  Answer: Please check the relevant release notes or admin guide for your device under the section “Inbound and Outbound Ports” or "Port usage" => here <= in order to open the relevant firewall ports.
  
  In addition check this FAQ post => here <= for more details and troubleshooting suggestions.

Basically you need to work with your network team to open the sufficient ports on your firewall on both ends to use this professional solution.

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

[Stephy]

Dear Steffen,

many thanks for your prompt reply and help.

I have just checked my Windows firewall settings and I can see that 'RealPresenceDesktop' is an allowed app. Under 'advance settings' I have also checked the inbound and outbound rules, however could not find any specific ports. 

Would there be the possibilty to talk to someone over the phone? As said, my team and I would ilke to use polycom for a video conference with a client to test the system for a potential license purchase afterwards. 

Many thanks again!

Stephanie 

[Stephy]

Dear Steffen,

my apologies!!! I forgot to ask, just for clarity, that one has not to active the 'SIP registration' or the gaterkeeper registration (H.323) for using the systems, right?

Cheers,

Stephanie 

[SteffenBaierUK]

Hello Stephanie,

you would be calling the far ends external IP address or vice versa. Your corporate IT department would need to look at your external / internal firewall as it does not automatically has anything to do with your individual PC's firewall.

Please work with your IT Team.

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

[Stephy]

Hello Steffen,

I will check with my IT team. Many thanks for your help!

Cheers,

Stephanie 

[Stephy]

Hi Steffen,

my IT department has just checked our external/internal firewall and could not find any issue that could cause the problem.

Just a simple question: does the system work in case both, the far end user and the caller are using the 30 days trial version? In case one party has a proper polycom license does it work if the other party uses the trial version?

Many thanks for your help!

Cheers,

Stephanie 

[SteffenBaierUK]

Hello Stephanie,

The Version is fully functional so customers can evaluate its functionality for 30 days.

You IT Department needs to ensure that an external IP address is assigned to the forwarded ports to your PC's IP address.

A simple internal test could be to call an IP address within your Network where another PC has Real Presence Desktop installed.

The Video FAQ in my signature also contains public Polycom test systems.

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