Bluejeans video switched off on our Polycom room system

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  • Updated 1 year ago
  • (Edited)
This week our Bluejeans video connection in our Room System (Polycom) has stopped working when we dial in using 199.48.152.152 - we can dial in to all meetings and connect via audio but no video-in or video-out. HOWEVER when we dial in using bjn.vc on the Room System we have both video & audio. 

Bluejeans are trying to help
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Sydney VC

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Posted 2 years ago

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Hello,
If you would please submit a case to support with the meeting ID for that meeting, we will be able to investigate this issue further!
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Sydney VC

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Lee - it is being investigated but I was just wondering if a user had experienced the same thing. It has been 4 days and still no real answer despite every one being helpful but the Case #: 00270864  - I just need an answer - thank you
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Ash Azzopardi, Champion

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we had something similar after a polycom firmware upgrade, does this still happen if you specifically press "video call", we have also stopped using H323 as our firewall guys were finding it more and more difficult to keep these calls stable.

we now have a SIP extension on our pbx that points to meet@sip.bjn.vc so allows us to make a SIP call using dedicated SBC's to cut out our regular firewalls.
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Daniel Hernandez

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I have the same problem with polycom system.. @Sidney VC: do you have an answer from bluejeans?
(Edited)
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Lee Snyder, Official Rep

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Hello Daniel,

The recommendations provided to Sydney VC were the following:

Room System Configuration Recommendations

1) The room system must be properly configured for NAT traversal with the external public IP address. This can be usually be configured at the firewall or in the room system’s NAT settings. Recommend a static one-to-one NAT be configured at the firewall. 

Improperly configured NAT may not allow your endpoint to have a successful call and in many cases cause the content shared to achieve Dual Stream. Content can get transcoded into the main video channel and the result is seeing the content share on a single monitor with a small PIP (picture-in-picture) of the main video in the upper left-hand corner. In some cases, content will not appear at all.

Connections made to BlueJeans cloud server uses the following TCP and UDP ports. Make sure to allow these Firewall ports against BlueJeans's entire IP range here: 

                •               199.48.152.0/22

                •               31.171.208.0/21

                •               103.20.59.0/24

                •               103.255.54.0/24

                •               8.10.12.0/24

                •               165.254.117.0/24

Note: Blue Jeans has several POPs distributed globally. The call will be automatically redirected to the closest/ native POP to the endpoint or media egress point.  Audio/video traffic will be routed to any of above ip range, based on geo location. Hence it's important that firewall ports are allowed against all the ip ranges shown above. The IP/port range for BlueJeans must not be blocked. Below are the ports that BlueJeans will use:

H.323 based Room System:

TCP Port   1720 - H.225 Signaling for H.323

TCP Ports  5000-5999 - H.245 Call Control for H.323

UDP Ports  5000-5999 - RTP Media

SIP based Room System (supported over TLS):

TCP Port    5060 - SIP Signaling

TCP Port    5061 - SIPS (TLS) Signaling

UDP Ports  5000-5999 - RTP Media

Ports on your endpoint side can be set by room system or your firewall.

Please Note: Some firewalls, such as Palo Alto Networks, prefer to filter network traffic based on the Fully Qualified Domain Name (FQDN). If this applies to your firewall configuration please use the following FQDN in order to connect to Blue Jeans: bjn.vc

Firewall Setup and NAT Configuration Guide for Room Systems can be found here:

https://support.bluejeans.com/knowledge/firewall-and-nat-setup

2) In regard to content sharing, the room system must support for H.239 (H.323) or BFCP (SIP) and have it enabled. This can be confirmed in the admin settings of the room system.

3) The display or monitor settings on the room system must be configured correctly to show main video and content share on separate monitors.
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Sydney VC

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Thanks to all but the issue resolved itself with no changes on our end. The issue I have as that this is not the first time it has happened and that there seems no logic in why it keeps happening. The first time it resolved itself; the second time the work around was to use .bjn and this last time it just resolved itself. I will respond back to this once we go through the processes above. thanks all
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Lee Snyder, Official Rep

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Hello,

Do you know if the device is in Diagnostic or Basic mode? Has there been any recent firmware updates or anything of that sort? Sometimes basic mode can be enabled on a room system and it will sort of revert the device to an audio-only mode.

If you would like to troubleshoot this further, I will be happy to open a support ticket to investigate.

Regards,
Lee - BlueJeans Support