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RealPresence Group Series

Escalation Requirements

Information Needed  

Detailed Problem Description

Example: GS 500 will drop calls about 2 hours into the conference, 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 tried to flash erase the box and reinstall the factory software as well as removed all 3rd party devices from the unit. I have attached the Support Information Package, as well as my Ethernet Traces.


Files Needed:  

 GS Support Information

The GS logs are downloadable via the web interface of the suspect codec, log in via the IP address > Diagnostics > System > Download Logs > Download System Logs.  Depending on the browser used you will get a Save As for the download of the .tgz file.

Ethernet Traces

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

Call Type and Reproduction Steps

Call Type (H.323, SIP, etc.), as well as, call direction and dialstring can narrow down potential causes of an issue. Step-by-Step details can be very helpful.

Date & Time of the incident

Include all the relevant information as far as the IP address of the codec in question, who’s connected to whom and their IP address, when was the issues seen / heard etc.

Serial Number Location

Serial Number is located on the black sticker in the center rear of the GS 700.

Serial Number is located on the underside of the GS 500 and 300.

Serial Number for GS may be obtained via the Web UI

  • Click System on the right-hand side of the blue title bar

Serial Number for GS may also be obtained through the system UI via the remote

  • Click 'Menu
  • Click ‘Settings’
  • Press center button on 'System Information panel'
  • Select 'Information