One-way audio HDX

[EDGA11]

Hi,

Someone please direct me towards the correct trouble shooting steps.

We're experiencing one way audio on inbound/outbound H.323 calls. The endpoints are a mix of HDX6000 and 7000's on a RMX1500 routing via a VBP. The far side can hear and see our room systems but we can't hear the far side.

This system has been operational for the last few years without issues. Firewall changes were made recently but the administrators are adamant that the changes won't have affected the VC system. 

If we call room to room without exiting the bridge, both audio and video are fine which points to something being blocked on the network when traversing the firewall or VBP?

Could someone please advise how to access the log files and what  to look for in order to check if audio stream is in fact being blocked?

Thanks

[SteffenBaierUK]

Hello EDGA11,

welcome to the Polycom Community.

The community's Video FAQ contains this post here:

• un 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

Polycom Global Services

[EDGA11]

Thanks for the quick response. I'll check the links and respond asap.