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As of August 29, 2022, HP Inc. completed the acquisition of Poly. For HP product support, please visit the HP Customer Support site.

RealPresence Distributed Media Application (DMA)

Escalation Requirements

Information Needed  

Network Topology

Please provide detailed information about the network pertaining to the CMA and IP scheme used. Example

Detailed Problem Description

Example: DMA 7000 will not schedule a conference at the correct date and time, this has been recreated in the customer environment. This issue only happens over the customer internal network. I have sent a detailed description of the customers network environment. The date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have attached the Screenshots of the error, as well as my Ethernet Traces.


Files Needed:  

Ethernet Traces when there is a suspected network issue

Ethernet traces are essential in helping resolve suspect network related issues, such as connection issues, scheduling issues, audio, video quality issues etc. Please be sure to notate the IP addresses of all hardware involved when providing a trace.

Loggers from the time of the Error


Screenshots of the Issue or Error

A snapshot of the error in question.

Serial Number Location

  • Serial Number is located on the black sticker in the center rear of the DMA
  • Serial Number for DMA may also be obtained via the Web UI:
    1. Click "Admin"
    2. Click "Local Cluster"
    3. Click "Licenses"