Testing And Troubleshooting - Polycom PVX Software Manual

Internet and Intranet Calling with Polycom PVX 8.0.1

Testing and Troubleshooting

Please refer to the Release Notes for Polycom PVX (available at
www.polycom.com/videosoftware) for troubleshooting information including audio,
video, camera, and calling issues.
If your call connects but users cannot view the incoming video (black screen), please follow
these steps:
Software Firewalls
Many systems run software-only firewall packages from Microsoft or other products such
as Zone Labs, Black Ice, Norton® Firewall, and McAfee® Firewall. Firewalls may interfere
with video communications connection.
Windows XP Internet Connection Firewall
Users with the Windows XP operating system will not be able to place or receive video calls
if the Internet Connection Firewall is enabled. To correct this:
For this connection
type...
DSL or cable modem
Network router
1. If you cannot see another user, verify that his or her camera is working.
If other users cannot see you, verify that your camera is working.
2.
3. Verify that you have correctly followed the setup instructions.
4. Refer to this section for possible causes.
1. Right-click My Network Connections.
2. Select Network Properties.
3. In Local Area Connection Properties, select Advanced.
Do this...
1. Select Directly connected to a LAN or behind a fully aware
firewall.
2. Click Apply.
1. Select Behind a NAT/firewall.
2. Choose whether to let PVX automatically detect an IP address
or manually specify your external (WAN) IP address. Your
external IP address is the number provided by your ISP. Most
routers list the external IP address on a router status page.
3. Click Apply.
4. Reboot your router.
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