continual lost connection

Occasional Visitor

continual lost connection


I am using Real Presence 3.3 connected to my router through Ethernet at my home.  

I am trying to call a Polycom system that is hardwired, dedicated equipment.  


I can connect and have good audio/visual, but two to three minutes into the call, I experience 100% packet loss and the call drops.  Since I am able to connect initially, I don't think it's a firewall issue but I don't know why I am consistently disconnected.

When I call the same system through my hardwired, dedicated equipment at my office, I have no problems. 


Any ideas?

Message 1 of 3
Polycom Employee & Community Manager

Re: continual lost connection

Hello ,

welcome to the Polycom Community.

This is most likely an issue on your Router or your Service provider end.


You could try and run a wireshark trace on your PC and then see if you see any packets being blocked or not reaching at least the router. Someone from your Companies IT department may need to assist you on this.

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


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 3
Occasional Visitor

Re: continual lost connection

Thank you for responding.


Does it matter that it seems to consistently drop at 3 minutes and 30 seconds?  


Athough my company uses it, my IT department does not provide support for Polycom.  Since I'm trying to connect from home, I'm on my own. 


Thanks for your help.  I'll see if I can research an issue with my router. 

Message 3 of 3