SX 20 Video Problem

[jack samuel]

Dear

Very New to Telepresence,i have connected a SX20 in 4 Places for example Location A,B,C,D, am i m in bad situation scrathing my head where the problem is lying.

Now the situation is,

• Everybody (B,C,D) can communicate with location A ---no issues
• location B and location C only one way video, B cannot see C, but if location C make conference to A ,B they can see each other. Interesting is if i call from phone 8945 phone from location B to C they can see but from TP SX 20 they cannot.
• location C and Location D cannot see each other no video,
• Location B cannot see C and D as well but from phone 8945 it is working perfect.

Thanks

[Jonathan Schulenberg]

Most likely a routing or firewall issue, assuming you don't have NAT in play here. One thing to check is to see where the 8945 is sending it's media vs. the SX20s. For example, is it being sent through an MTP or in a different subnet that may have different routing?

The reason B and C can see each other when doing a MultiSite with A is because they are sending their RTP to A who is the mixing it and redistributing it to the other.

[jack samuel]

Dear Wayne/jonathan,

Happy to see your replies, I am a beginner for TP,so please bare with for my silly question.

Make sure that the firewalls at each site are set to allow the requried ports in/out and the NAT settings are set correctly on our endpoint(s).

which protocols are suppose to be allowed on the firewall ? and there is no NAT on TP endpoints, On location B the subnet on which phone 8945 is present,, TP is also in the same subnet.

Also check that they're not doing any fancy packet inspection - this can often break things.

there is no fancy packet inspection

how are each of the devices configured, do they connect to a VCS or CUCM, or are they just dialling each other directly?

they are provisioned by CUCM and the protocol used is SIP for dailing.

Dear Jonathan,

One thing to check is to see where the 8945 is sending it's media vs. the SX20s. For example, is it being sent through an MTP or in a different subnet that may have different routing?

8945 and TP are in same subnet and i have dont have any media termination point, It is sending voice packets through nomal Data path

[Wayne DeNardi]

In regard to the question on firewall ports for endpoints, use the following as a guide:

For H.323:

• Gatekeeper Discovery (RAS) – Port 1719 – UDP
• Q.931 call Setup – Port 1720 – TCP
• H.245 – Port Range 5555-5574 – TCP
• Video – Port Range 2326-2485 – UDP
• Audio – Port Range 2326-2485 – UDP
• Data/FECC – Port Range – 2326-2485 – UDP

For SIP:

• SIP messages – Port 5060 – UDP/TCP
• SIP messages – Port 5061 – TLS(TCP)
• H.245 – Port Range 5555-5574 – TCP
• Video – Port Range 2326-2485 – UDP
• Audio – Port Range 2326-2485 – UDP

For more specific ports related to CUCM, I suggest you check the documentation for whichever version you're running: http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html

Wayne
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[jack samuel]

Dear Wayne,

The main point the customer is raising is why the phone video is working and TP video is not working though they are in same subnet, How i can trace ip phone 8945 traffic path and a TP sx20 traffic path  to the same destination.

Also I want to reset the password for SX20 , how can i do that. I tried doing factory reset by pressing the power button for 10 sec and futher steps also  but it is not in effect, i tried doing more than 3 times but no success, any other way of doing reset

Is it anything i can pull from the troubleshooting tab any such type of logs that the traffic path or any video blocking hints

Thanks

[Wayne DeNardi]

If you know what the password is, you can reset it via the web interface, and you can do the factory default reset from there too.

If you don't know what the password is, try the default ones first (userid: admin, password: TANDBERG - note: the CAPS are required, or try it with no password as well for the admin user - depending on what version of software it has).

If you need to to a factory reset you can do this from the touchpanel (if you have one connected) by selecting Reset under the More Option on the Administrator Settings Menu.

If you don't use a touchpanel, and can't get on with a username and password to either the web interface, or the CLI, you'll need to do it via the power button.  If you're not having success, make sure you're following the instructions closely:

1) Turn SX 20 off - this is the important bit a lot of people forget.

2) Hold Power button for 10 seconds until it starts blinking

3) Quickly press the power button twice

4) The SX20 should factory reset and restart

Wayne
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[jack samuel]

Dear Wayne,

I want to justify the client where the problem is lying can you elaborate more from the TP logs point of view, 

which logs will be helpful for me to reach closer to the video issues.

Thanks

[Wayne DeNardi]

99% of this type of issue is firewalls.  Make sure that the firewalls at each site are set to allow the requried ports in/out and the NAT settings are set correctly on our endpoint(s).  Also check that they're not doing any fancy packet inspection - this can often break things.

Failing that, can you please provide more detail on your configuration - how are each of the devices configured, do they connect to a VCS or CUCM, or are they just dialling each other directly?  Which protocol(s) do you have configured and what are you using - what is set to default on each?

Wayne
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