No video with Polycom HDX series endpoints in the Zoom app

You can send and receive audio through the Polycom HDX series video endpoint, but you cannot send or receive video at the same time. Please check the following to see if the issue can be resolved:

  • If diagnostic mode (or basic mode if you are using version 3.0.2 or earlier) is enabled, you must disable it. See the Polycom HDX Systems Administrator Guide on page 12-2 for more information on this topic
  • It may be necessary to check the settings of your network or firewall

If you still cannot connect, please submit a support request with information about your device and the version of Polycom HDX you are trying to connect to.

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