RealPresence Desktop no audio from microphone

[AviCSmith]

I have user with a Windows 10 laptop that I have downloaded the latest RealPresence Desktop client.  Input their license and activation code.  The laptop is trying to connect to an HDX 8000 in one of the conference rooms from within our network.  We are able to dial the room via IP address.  Video comes up fine.  The desktop client receives audio from the room but the room does not receive audio from the desktop user.  The microphone on the laptop has been tested and confirmed to work fine with both windows sound recorder and skype.  The internal laptop microphone is the only input option in the RP Desktop client so I know the right device is selected.  The microphone is not muted.  Any ideas to help get the microphone to work for the desktop client?

[SteffenBaierUK]

Hello @AviCSmith ,

Welcome to the Poly Community. Usually, we ask for this:

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Codec
• Provide the Codec Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323)
• Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA)
• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the Serial Number of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allows us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

The Video FAQ:

• 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.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[AviCSmith]

I believe I provided most of this information in my post.

• Provide the exact Software Version of your Codec - Current release of Real Presence Desktop 3_10_3_72504
• Provide the Codec Model - Are you asking about the audio drivers on the laptop?  If so, Realtek
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync or H.323) - H.323, as I mentioned the issue is with using RealPresenceDesktop contacting HDX 8000s within network
• Additional Poly Infrastructure (RPRM,PDMS,RPCS,RMX or CMA) - We have 5 HDX8000s with accompanying IP7000s and multiple users using RealPresence Desktop to conference in to the HDX8000s when traveling. 
• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable - I can look for one
• If possible provide the Serial Number of the device - Multiple, we tried calling into all 3 HDX8000 equipped conference rooms on-site with the same behavior
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details - This is a day 1 issue for the user.  It works fine for other RealPresence Desktop users in our Org.

[SteffenBaierUK]

Hello @AviCSmith 

can you try this on the same simple switch when connecting the PC running RealPresence Desktop and the HDX?

The above-quoted FAQ explains what ports are needed. This is most likely a firewall issue.

Best Regards

Steffen Baier