RMX 2000 Administrator's Guide - Polycom Support

Troubleshooting
Known Issues
Polycom RMX 2000/4000 Administrator’s Guide
• 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.
• 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).
H-31