Video but no audio

[Anonymous]

Can you please help me out. The new HDX 8000 we added to our private network was able to transmit video but there is no sound. Both teh near and far sites see each other but we can't hear each other.

I understand it may be a firewall issue but I was told that the video would be the problem if that was the case and not the audio.

Any suggestions will be greatly appreciated.

Flo~

[Anonymous]

Odd that you have video both directions but not audio.

You said this is a new install.  Is the site you are calling also a new install?

Have you tested the local system functions by running the local loop test?

Found under SYSTEM>DIAGNOSTICS>NETWORK>NEAR END LOOP

The system will call itself  internally (not using the network)  You should be able to see and hear yourself locally.

Have you tested with one of our public test sites?

http://support.polycom.com/PolycomService/support/us/support/documentation/video_test_numbers.html

If you still have no luck give Polycom support a call.

http://support.polycom.com/PolycomService/support/us/support/Contact_Us.html

[Anonymous]

Thank you for your assistance. We were finally able to work it out. It had to do with ports needing to be opened/closed on the network.

[SteffenBaierUK]

Hello Florence Ohene,

welcome to the Polycom Community.

A very good follow up, to help others, would be to provide details on your Firewall and the settings you had to change.

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