Polycom HDX 9001 - No Video Signal

[cameronmc]

Have just been thrown into a Video Conferencing install where I work between two of our sites - I have no experience with VC and only basic knowledge of IP networks. Naturally I have an issue I cant find an answer for!

From Site A I have image and audio from Site B, from Site B I have only audio but no image - just a black screen.

Checking the call statistics and information the video is being sent from Site A - but it doesn't appear to be received, going by the receive statistics.

Why might this be? Firewall issue? Device issue?

[Sean Lessman]

Have just been thrown into a Video Conferencing install where I work between two of our sites - I have no experience with VC and only basic knowledge of IP networks. Naturally I have an issue I cant find an answer for!

From Site A I have image and audio from Site B, from Site B I have only audio but no image - just a black screen.

Checking the call statistics and information the video is being sent from Site A - but it doesn't appear to be received, going by the receive statistics.

Why might this be? Firewall issue? Device issue?

Has this ever worked? Or are you now installing it? It does sound similar to what you may get if there is a firewall in the picture.

Sean

[cameronmc]

No its brand new equipment - its not been setup anywhere other than in this environment.

Being in two separate offices their is two routers between - but I've been told their is connectivity between the sites. In fact I know their is connectivity as voice and audio get through one way, but only audio the other.

Typically do voice and audio use different ports to travel? Can that be changed to suit this environment?

Indeed can I test this somehow? What troubleshooting tools can I gather together to test what might be wrong?

[Sean Lessman]

Typically do voice and audio use different ports to travel? Can that be changed to suit this environment?

Indeed can I test this somehow? What troubleshooting tools can I gather together to test what might be wrong?

Yes, when it comes to ports, there are separate ports for the following:

1. call setup (1720 TCP)
2. negotiations (H.245 UDP)
3. gatekeeper - optional (1718 UDP, 1719 UDP)
4. video - vendor dependent (1024-65535 UDP)
5. audio - vendor dependent (1024-65535 UDP)
6. fecc - vendor dependent (1024-65535 UDP)
7. dual stream h.239 - vendor dependent (1024-65535 UDP)

you dont really have control over the individual ports in the Polycom but I am pretty sure you can narrow the port range down from 1024-65535 to a very small range.

If you want definitive answers as to what is going on, you will likely need a packet sniff and then a Polycom service rep that can tell you what ports should be used. Otherwise, it is just a guessing game.

One thing is for sure: if you had just a wire between the 2 devices, you would get video and audio, so something between them is blocking video.

Out of curiosity, do you have local video on both? In other words, do the monitors work with each system? out of the box, the HDX only supports component video, you have to switch the output type if you are using DVI, SVideo or composite.

Sean

[Kcamrac]

Are both codecs Polycom? I have recently come across compatibility issues with Polycom HDX units and Tandberg or Lifesize units where there in no incoming video but audio in, audio out, and outgoing video work fine. The only way I've found to correct this problem is the use Polycom's Basic mode. Keep in mind that the codecs will connect at H.261 video and G711 Audio, which looks and sounds horrible.

Sean, has anyone else brought this to your or Tandberg's attention?

[Sean Lessman]

Are both codecs Polycom? I have recently come across compatibility issues with Polycom HDX units and Tandberg or Lifesize units where there in no incoming video but audio in, audio out, and outgoing video work fine. The only way I've found to correct this problem is the use Polycom's Basic mode. Keep in mind that the codecs will connect at H.261 video and G711 Audio, which looks and sounds horrible.

Sean, has anyone else brought this to your or Tandberg's attention?

I have not seen this issue. Our HDXs here connect fine. Can you tell me what versions of software are on both the TANDBERG and Polycom's?

Sean

[Kcamrac]

Sean,

The Polycom is an HDX 9004 with the latest released software revision. The two Tandberg systems tested were 880MXP (F6.2) , Edge 75 (F6.2), and 6000 (F6.2 w/HD cam) . I have the exact same results with all codecs using various bandwidths. I guess I should mention that the Polycom was initiating the calls. In this particular client's case, the Polycom had to initiate every call. Again, the only way to get the Tandberg units to receive video was to put the Polycom in "basic" mode. I can duplicate the issue with any Tandberg/Polycom HDX combination on any network setup. I even created a mini internal test network and had the same result.. Any suggestions? :confused: :confused:

[Sean Lessman]

The Polycom is an HDX 9004 with the latest released software revision.

I know this is a pain, but can you humor me with the actual version of code so I can make sure we have the same. Sometimes in this industry, the latest code is a matter of opinion.

thanks :)

Sean

[JustBuck24]

Try turning your HDX camera to Motion in the camera settings and doing the same on the Tandbergs. This should fix your issue.