Question about Polycom HDX 8002 XL

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I believe we have the Polycom HDX 8002XL model (or one closely resembling it). After many weeks of problems with the video pixalating, we were able to stabilize the system and videoconference with our sister company by using an LG monitor and by fixing the call transmission rate to 512Kbps. However, last week, the sister company changed over to a "Tandberg" system and now they can see and hear us, but we can only hear them (no video but our own conference room.) We connect through a "bridge" at the sister company and tried connecting through our own bridge and without a bridge but weren't able to do so. We adjusted the transmission rates; at 1920Kbps (the highest setting) we were able to finally see our sister company's conference room but everything was in a dark red hue. When we tried backing down the setting to 768Kbps, we just saw a black screen (as we had using 512Kbps). Same with a lower setting of 384Kbps. Are there known compatibility issues with the "Tandberg" system, and if so, how do we remedy this? We need to be up and running by next Wednesday at the latest. I am not an IT person; just an engineer. However, you can copy our IT people on your response at: mahlerko@westinghouse.com and ronald.bennet@shawgrp.com Frank Gavlak gavlakfj@westinghouse.com

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I would buy your Polycom system from you and sell you a Tandberg system. I have factory and deal refurbished units and it would not cost much to upgrade.

Let us know.

Paul
Golden Gate Networks
(530) 615-0033

Posted on Oct 07, 2010

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1.png



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Hi,

Some ideas based on your post/description:

It is very possible that the management/support software necessary to run your videoconferencing system resides or is installed in the PC based router that got burned. When you replaced the router with a NetGear, you simply provided an interconnection/distribution/forwarding/sharing of your Internet access to the different PCs of your firm but nothing to replace the server/management software for the Polyscan System. You have replaced only half of the PC based router - the router only, hence you have Internet acces but no video conferencing which is software managed which was installed in the PC half. Additionally, Polycom uses online Product Activation which might be necessary for your system to start working again.

Depending on the model of the Polyscan System that you have, it is also possible that you simply have to reconfigure the network settings of your Polyscan' System to match the new IP address of the Netgear (which might be very different from what the burned PC based router was using before). I understand that Polycom have several models (or series as they term it - PVX, TPX, RPX, VSX, HDX, and others). Would you pls post back with the series/model number that you are using?

Have you tried discussing your concern with Polycom Support? They might be in a better position to address this.

Hope this be of some help/idea. Pls post back with the Polycom system model that you are using.

Good luck and kind regards.

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