Solved: Cisco SX20 problem calling polycom system

AurelienP06 · ‎06-17-2016

Hi,

I've a Cisco Tandberg SX20 Telepresence and I'm facing a problem with to call a Polycom system for videoconferencing.

I haven very few problems with my SX20 but I have participate a videoconference hosting on a Polycom system. But when I try to call this system, my Tadnberg SX20 display a white rectangle with "No incoming video" and a timer.

On my firewall, all ports are open.

Whence could come this problem ?

Thanks you in advance

Aurélien P.

Wayne DeNardi · ‎06-20-2016

Make sure that your SX20 is running a recent version of software (TC7.3.6 or CE8.1.1), and also that the Polycom endpoint is up to date.

We've had many issues over the years when calling the Polycom devices, and in pretty well every case, the issue was an old version of software on the Polycom.

If it's an old Polycom VSX, make sure you're on at lease version 9 (9.0.6.2 recommended), and the Polycom HDX endponts should be on at least version 3.1.x (3.1.10 is the latest).

Wayne
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Wayne DeNardi · ‎06-20-2016

Are you asking about the Cisco Software, or the Polycom software?

The Cisco SX20 software can be downloaded from https://software.cisco.com/download/release.html?mdfid=284091229&softwareid=280886992&release=CE8.1.1&relind=AVAILABLE&rellifecycle=&reltype=latest

An example of the Polycom is http://support.polycom.com/PolycomService/support/us/support/video/hdx_series/hdx7000.html for an HDX 7000, but you should be able to navigate to other models from there as well.

Note: unlike the Cisco equipment, you will need to get an Activation Key for the Polycom endpoint for any change in version, including minor versions (ie from 3.0.x to 3.1.x).

Wayne
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Wayne

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View solution in original post

Patrick McCarthy · ‎06-17-2016

There are no interoperability issues with SX20's and Polycom's (you didn't mention model or SW revs of either so I'm assuming it's not a bug), so your issue is most likely related to the firewall you mentioned. The SX20 is inside the firewall - so it's NAT'd, correct? No VCS/Expressway here? If it's NAT'd - is the SX configured correctly so it "knows" it's public address? That is a must. Opening the ports isn't enough - the endpoint uses it's IP address in the call setup, so it must know what it is for the call traffic to route back.

AurelienP06 · ‎06-20-2016

Hi,

Thanks for you reply.

The NAT inside my SX is disabled and I can't find VCS/Expressway.>

My SX is in a specific VLAN and IP adress is open from anywhere (134.59.248.102).

Wayne DeNardi · ‎06-20-2016

Make sure that your SX20 is running a recent version of software (TC7.3.6 or CE8.1.1), and also that the Polycom endpoint is up to date.

We've had many issues over the years when calling the Polycom devices, and in pretty well every case, the issue was an old version of software on the Polycom.

If it's an old Polycom VSX, make sure you're on at lease version 9 (9.0.6.2 recommended), and the Polycom HDX endponts should be on at least version 3.1.x (3.1.10 is the latest).

Wayne
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Please remember to rate responses and to mark your question as answered if appropriate.

Wayne

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AurelienP06 · ‎06-20-2016

My system must have a older version, but do you know where I can find and download the latest version ? I can't download on the download section because I have not a customer licence at this day ...
Thanks

Wayne DeNardi · ‎06-20-2016

Are you asking about the Cisco Software, or the Polycom software?

The Cisco SX20 software can be downloaded from https://software.cisco.com/download/release.html?mdfid=284091229&softwareid=280886992&release=CE8.1.1&relind=AVAILABLE&rellifecycle=&reltype=latest

An example of the Polycom is http://support.polycom.com/PolycomService/support/us/support/video/hdx_series/hdx7000.html for an HDX 7000, but you should be able to navigate to other models from there as well.

Note: unlike the Cisco equipment, you will need to get an Activation Key for the Polycom endpoint for any change in version, including minor versions (ie from 3.0.x to 3.1.x).

Wayne
--
Please remember to rate responses and to mark your question as answered if appropriate.

Wayne

Please remember to mark helpful responses and to set your question as answered if appropriate.

AurelienP06 · ‎06-21-2016

Thanks for the link.

But, I can't download cisco software because we haven't any support contract.

I'll do with my direction for subscribe a contract.

Thanks you so much for your help.