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Technical Support Questions
TechShield Services Capability Questions
Technical Support Questions
Question: "What ports do I need to open on my firewall to allow video traffic"
Answer: Interacting with firewalls using fixed ports and Polycom H.323 products
H.323 uses a single fixed TCP port (1720) to start a call using the H.225 protocol (defined by H.323 spec) for call control. Once that protocol is complete, it then uses a dynamic TCP port for the H.245 protocol (also defined by the H.323 spec) for caps and channel control. Finally, it opens up 2 dynamic UDP ports for each type of media that was negotiated for the call (audio, video, far-end camera control). This first port carries the RTP protocol data (defined by the H.225 spec) and the second one carries the RTCP data (defined by the H.225 spec).
So, a typical H.323 ViewStation call would use 2 TCP fixed ports (3230-3231) and 6 UDP fixed ports (3230-3235).
As per TCP/IP standards, ports are divided into 3 sections: 0-1023 (privileged ports), 1024-49151 (registered ports) and 49152-65535 (dynamic ports). H.323 specifies the dynamic ports in the dynamic range are open. Polycom has added a feature to its product line that allows the ports to use a fixed ports (instead of dynamic ports) so that it can more easily traverse a firewall. Only the system behind the firewall need to turn on this feature, since the firewall will prevent the audio/video/FECC from the outside to come in unless this is enabled.
In addition, the user must "punch holes" in the firewall using the previously mentioned exact port numbers and exact protocol types for outgoing calls. To receive incoming calls, the user must also punch a hole using the 1720 TCP port.
Firewall ports that need to be opened - 3230-3235, 1720, 1503
Question: We can't hear users at the far end?
Answer: It is important to make sure the volume on the monitor is turned up (not just the video system volume). This should alleviate the sound issue.
ISDN Related Questions
Question: Our company has a new ISDN installation. We can receive calls but can not place them.
Answer: Please check with the ISDN provider to ensure you have long distance enabled on the circuit.
Question: We have a new ISDN installation and can not make or receive calls.
Answer: Please confirm that the circuit is provisioned for voice and data. Your ISDN provider will specify the Numbering Plan, ISDN Voice Algorithm and ISDN Switch Protocols.
IP Related Questions
Question: We are having an issue with our IP Connection.
Answer: While in a call, press the yellow help button on the remote control. This will show network statistics. If the % of packets lost is over %3 you may be having network issues. Please report to your IT department or Internet Service Provider.
Question: I am a TechShield customer, how can I get assistance with my current conferencing products.
Answer:
Contact TechShield at:
Toll Free: 866-328-9976
Fax: 818-550-1177
E-mail: support@techshieldservices.com
TechShield Services Capability Questions
Question: Why use TechShield?
Answer: While most manufacturers offer generous warranties on their equipment, the average turnaround time is 30 days. This delay is unacceptable for most businesses who have incorporated a conferencing solution that has become an integral part of their business. TechShield's support programs offer you overnight, next-business day advance replacement for all your covered equipment. You will be up and running again with minimal interruption to your operations.
Question: Why choose a TechShield service plan?
Answer:
Trained Technicians - Our manufacturer trained technicians support all our products to provide you with the highest level of support.
Minimal Downtime - With Quick Parts Replacement, you get full replacement of all covered failed components, usually shipped the same day.
Quick Answers - Our Unlimited Phone Support gives you the answers you need, when you need them, throughout your workday.
Upgrades and Enhancements - Software updates for your products are available at no additional cost, unlike the manufacturers who only supply upgrades for a limited time.
24-Hour Video Test Facility - You gain access to our 24-hour Video Test Center so you can check your connection prior to a video conference any time, day or night. Face-to-face testing can also be scheduled during local business hours.
End-user Training- We provide continuous training classes on how to use our products so your staff is never at a loss for how to use your equipment. With a properly trained workforce you will see your investment pay off.
Investment Protection-Don't be left behind as technology continues to develop. Through our trade-in program, your old equipment can be used as credit towards new purchases, ensuring you have the latest equipment to arm your workforce.
Question: I want to learn more about TechShield Services and how it can help my company.
Question:How can I reach TechShield?
Answer:
Contact TechShield at:
Toll Free: 866-328-9976
Fax: 818-550-1177
E-mail: support@techshieldservices.com
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