iPad connection issues

TeleMed1
Occasional Contributor

iPad connection issues

We have been using the Realprsence app for over a year now.  Students and employees have downloaded and used the app everyday succesfully until recently.  When some students connect, we can see and hear them, but they can not see or hear us.  All they can see is a black screen.  

 

  Most of the students calling in, dial from outside of our network.    We have exhausted all of our ideas as to what may be causing this.  Our Network Engineers say that nothing on our end is keeping people from connecting.  

 

 

What could possibly be the problem?  

Message 1 of 3
2 REPLIES 2
Uncle_Bob
Polycom Employee

Re: iPad connection issues

How do they join?  Through a VBP-E, VBP-ST, RPAD or hole in the firewall?

Message 2 of 3
TeleMed1
Occasional Contributor

Re: iPad connection issues

Through a hole in the firewall.   It is very strange because it is totally random.  Many people connect using the app without any problems.  Which makes me think it firewall issues on their end not allowing their network to recieve video content.   Those firewalls, doing their jobs....geez  hahaha

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