Polycom HDX 700 - I can not receive video

[JocaPop]

Hi,

i have HDX 700 HD Series and i have softvare 3.1.5-5568.

problem is that i can not receive video just from one site.

We have same configuration, same HDX 700 HD same softvare version, hven we start call thay can see and they have Audio, adm a can not see tham and ai have video.

But when i iclyde first site that is quality of call is 320 (some old polycom) and after that call site with same HDX 700  we have video but in low quality.

We try to avoid NAT and firewalls, and is same. 

Also i can not connect with Polycom RealPresence Desktop, same problem oi hear but not see.

Please give to me some advice.

Thansk

[SteffenBaierUK]

Hello JocaPop,

welcome to the Polycom Community.

The community's Video 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.

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

[JocaPop]

I serach ad try ti find solution ower than one months.

NAT is configure ok, firewall **bleep** well we test all, but steal i dont see one site.

When i include second with low quality i can see all sites.

So please give to me some advice, why this behavios is happen.?

T&R

[SteffenBaierUK]

Hello JocaPop,

Above FAQ posts include enough information for you to setup a spanned port and try and get a wireshark trace to start investigating this issue.

If you are unable to do so or for another reason do not want or can do this your Polycom reseller should be consulted.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

If the unit is out of warranty you may be asked to pay per incident or renew your service contact.

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

[JocaPop]

Dear all,

when Diagnostic Mode is turn on my HDX 700 works fine but in low resolution.

Anyway when i turn off a can not recieved Video in Hi resolution form like i say in previuse post.

I already contact suplier and tehnical support and all tell me that is problem at NAT and Firewall, but we check 100 times and disconetc firewall and try, same situation. So Policom + Suplier dont give me any support?

This is very strange situation, is not problem to be pay - but no one dont give any support on end user.

Please give me advice because here in Serbia we don't have suplier with tehnical support only re-seler.. so someone must tacke us with all problem that we have with Polycom.

We buy Polycom because we belevie that this is good company, and now after 2 monts of problem i think that Polycom give possibility to any one to sell and distribute device that is not good.

So please give me some advice how i can get some support - some ticket open, some tehnician in Serbia ..

Thanks in advance.

[SteffenBaierUK]

Hello Hello JocaPop,

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

In case this is some sort of an Internet discounter please post your HDX MAC address so I can look up who would be able to support you.

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

[JocaPop]

My MAC adress of of HDX 700 is: 00:E0:DB:42:04:FE

Thanks and regards 

[SteffenBaierUK]

Hello JocaPop,

I cannot find a record based on the MAC. Can you check for a serial number starting with 82 and usually 14 digits long?

Best Regards

Steffen Baier

Polycom Global Services

[JocaPop]

dear,

this is serial No: 8214324204FECN

T&R

[SteffenBaierUK]

Hello JocaPop,

Veracomp SA sold this HDX7000 back in 12/01/2015 so it is nearly 1.5 years old now.

Please contact Veracomp as they are your Tier 1 support.

Best Regards

Steffen Baier

Polycom Global Services