Polycom 2000/4000 manual Troubleshooting, Known Issues

Polycom RMX 2000/4000 Administrator’s Guide

Troubleshooting

•At the end of the installation and configuration process, to test the solution and the integration with the OCS, create an ongoing conference with two participants, one dial-in and one dial-out and connect them to the conference.

•If the active Alarm “SIP TLS: Registration server not responding” is displayed, stop and restart the OCS Pool Service.

•If the communication between the OCS and the RMX cannot be established, one of the possible causes can be that the RMX FQDN name is defined differently in the DNS, OCS and RMX. The name must be defined identically in all three devices, and defined as type A in the DNS. The definition of the RMX FQDN name in the DNS can be tested by pinging it and receiving the RMX signaling IP from the DNS in return.

•The communication between the OCS and the RMX can be checked in the Logger files:

—SIP 401/407 reject messages indicate that the RMX is not configured as Trusted in the OCS and must be configured accordingly.

—SIP 404 reject indication indicates that the connection to the OCS was established successfully.

Known Issues

•Selecting Pause my Video in OC client causes the call to downgrade to audio only call if the call was not in Audio Only mode at all (the call was started as a video call).

If the call is started as an audio only call and video is added to it, or if the call was started as video call and during the call it was changed to Audio Only and back to video, selecting Pause my Video will suspend it as required.

•Rarely, the OC client disconnects after 15 minutes. The OC client can be reconnected using the same dialing method in which they were previously connected (dial-in or dial-out).

•Rarely, all SIP endpoints disconnect at the same time. The SIP endpoint can be reconnected using the same dialing method in which they were previously connected (dial-in or dial-out).

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