Unable to call from Real Presence Group 700 to Apple devices

[ro_freitas]

Hi,

 We have a RealPresence Group 700 Hardware Version 6 System software Release - 5.1.0-250527 and we are unable to call to any apple device, iPhone or MAC. When we call from Apple device to RPG, works but when we call from RPG to Apple nothing happens, I mean, on the device there is no sinal of incoming call and after some time the RPG shows the message "call has ended".

  It is not a firewall problem because we are testing in the same network and the problem occurs either on cable connection as wifi connection.

 Any idea ?

Thank you,

Ronald

[SteffenBaierUK]

Hello Ronald,

welcome to the Polycom Community.

It should be pretty simple to setup wireshark on your MAC PC and take a Trace. Information on this can be found in the Video Endpoint FAQ in my signature.

Please also provide details on the iOS or OS versions and RPD or RPM versions.

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

[ro_freitas]

Hi Steffen Baier, thanks for answering.

  What should I look for using wireshark ?

  IOS is 9.3.1 and Mac Os is using El Captain.

   I am able to call from and to Apple devices directly. I am not able to call to apple devices ONLY from RPG 700.

Thank you,

[SteffenBaierUK]

Hello Ronald,

as stated in the 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.

The above linked FAQ shows basic call scenarios which should enable you to troubleshoot this.

Further support can be requested from your Polycom reseller.

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

[ro_freitas]

Hello SteffenBaierUK,

  As stated in my first post:

  It is not a firewall problem because we are testing in the same network and the problem occurs either on cable connection (in the same subnet) as wifi connection (in the same subnet) .

But thanks anyway,

Sincerely,

Ronald

[SteffenBaierUK]

Hello Ronald,

I tried to replicate this in my lab and it works to wired or wireless Apple End Points.

The next step , as already outlined, is to work with your Polycom reseller to get this escalated to Polycom support.

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

[Joe Vallender]

Has this issue been resolved and if so, how?  I would think that enabling the H323 or SIP traces in the RPG 700's System Log settings and downloading/reviewing the Log files would give a good indication as to what was failing.