Disconnecting vsx7000 every 16 minutes

[snuffy65]

My vsx7000 polycom disconnects exactly 16 minutes into a video call. I then cannot reconnect until about 5 minutes after I get dumped. Our VC has been working great then all the sudden last week it started doing this.

we have made no changes to the firewall and no changes to the 7000. I use a watchguard firewall.

I called polycoma and same thing happens when I test call them. We logged the activity with wireshark and after polycom got the log they suggested we talk to watchguard.

Called watchguard and we looked at our settings and watched the firewall while being disconnected. There was nothing blocked when being disconnected and nothing blocked when trying to make a call right after.

Can anyone help?

[Shawn Jones]

and what does your service provider say?

Sounds like your service provider has made a change. If you haven't changed anything on your side from the firewall to the unit, that sounds like your culprit.

Sounds like they are closing a port at 16:01.

[Joe Vallender]

We had a similar issue where a video call would drop consistently after 120 mins. What we found was the following which may or may not be related to your issue:

1. The H.323 TCP port 1720 is used for the H.225 call signaling, maintenance and control.

2. There was a 60 minute firewall H.225 default timeout.

3. There is a default TCP timeout on our video bridge originating the calls of 120 minutes.

4. Polycom ViewStations v7.2.4 send an H.225 message on TCP port 1720 every 30 minutes.

5. Polycom ViewStations v7.5.2 and v7.5.4 do not send this H.225 TCP message.

6. If the call exceeded 60 minutes and the H.225 connection has been idle, the firewall H.225 timer expires, closing the connection.

7. When the bridges TCP timeout expires, it sends an H.225 message on TCP port 1720 to the endpoint for status.

8. If the H.225 firewall timer had expired the endpoint no longer has a connection open on port 1720 and the call drops.

9. other sites with v7.2.4 units maintain the connection because they keep the H.225 channel active where v7.5.x units do not keep the channel active and drop the call.

[dlee]

Just to log a more simple solution, VSX systems themselves have a timeout setting. In the admin settings, if you head to General Settings > System Settings you'll find an option to adjust the "Maximum Time In Call". Setting this option to 0 will make it unlimited.