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Polycom HDX8000 cannot receive audio or video during conference... Help please?

CRCKev
Occasional Visitor

Polycom HDX8000 cannot receive audio or video during conference... Help please?

Hello folks,  We're having a problem with our Polycom system and I'm afraid our own IT people are at a loss.

 

We have an HDX8000 in our conference room and hold a weekly meeting with our US and Netherlands offices.  Recently when we have dialed in to the conference call, our American and Dutch collegues can see and hear us but we don't recieve any video or audio from them.  They tell me that their system is working fine and they can make calls to other sites without any issues.  If they try and place the call to us they can't connect.

 

We've rebooted the system, checked all cables and connections, checked that IP addresses haven't changed.  Our network engineer tells me there isn't a problem with the line (MPLS circuit).

 

Any ideas? 

 

 

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3 REPLIES 3
hjuliao
Polycom Employee

Re: Polycom HDX8000 cannot receive audio or video during conference... Help please?

Hello,

 

It looks like inbound traffic is being blocked.

 

Is the system setup to do a NAT? Is a NAT even needed?

 

When the system from the Netherland office tries to call this unit, do you even see it ring?

 

If not, have your network engineers monitor the traffic on TCP port 1720.

 

This is the port that is used for call setup.

Message 2 of 4
CRCKev
Occasional Visitor

Re: Polycom HDX8000 cannot receive audio or video during conference... Help please?

Sorry, I'm a complete newby to this.  What is a NAT? how would I find out if we're using one?

 

The unit doesn't ring or show any response at all when they try and reach us.

Message 3 of 4
RJanis
Polycom Employee

Re: Polycom HDX8000 cannot receive audio or video during conference... Help please?

Hello CRC,

 

NAT (Network Address Translation) is responsible for converting an internal only IP, such at 192.168.1.1 to a publicly routable, or external, IP. Your network engineers should be able to answer this question for you. If they are using NAT, we'll need to confirm that your internal IP has not changed from what they setup in their NAT rules, as the video conferencing system requires a static 1:1 NAT in order to function properly.

 

Additionally, this could also be related to firewall rules which may have recently been implemented. You'll also need to confirm with your network admins that the following ports and protocols are allowed Bi-Directionally through any firewalls or router ACL's which may be in place:

 

TCP 1720, 3230 - 3243

UDP 3230 - 3285

 

Let us know if you have any additional questions,

 

 

Rob

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