hdx lost ability to connect p2p with IP

[pawel.sliwa]

Hello,

I have a problem with my HDX 7000 terminals.

They somehow lost ability to connect with eachother throu IP addresses.

I can however connect with H.323 Extension (E.164).

Any idea why this is happining?

[SteffenBaierUK]

Hello @pawel.sliwa,

welcome to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

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

[pawel.sliwa]

Sorry about that

The terminals are in version HF - 3.1.11_02-53055

yesterday i've disabled "Use Gatekeeper" on two terminals and try to connect P2P.

Connection worked perfectly.

With gatekeeper (DMA 6.4.0) on call can not be made.

Call Detail on DMA shows in step4 "Call rejected"

<CallEvent>
<sequence>4</sequence>
<event>ProximoEvent.CALL_END</event>
<nodeName>xxxxxxxxx</nodeName>
<reason><![CDATA[Call rejected.]]></reason>
<datetime>2018-06-08 12:02:10.682</datetime>
</CallEvent>

[SteffenBaierUK]

Hello @pawel.sliwa,

It would have been great to post this and the fact that these are not standalone HDX but are used with a Polycom infrastructure from the beginning.

• Your HDX is running a HotFix and the latest GA release is 3.1.12 so I would upgrade this first.
• Your DMA is neither on the latest release aka as this would be 9.0.0 but even the version you are on at present should be 6.4.1.8

I suggest you check the above first and if you still have an issue open a ticket.

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

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post your Polycom devices serial 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