Cisco SX20s & RingCentral Meetings Connection Issues

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We are trying to connect Cisco SX20s to RingCentral meetings but are having issues.  We have several SX20s across the US and have used them with Jabber and GoToMeeting meetings without issues.  We have purchased the Room Connector for each of our Cisco SX20s. 

The issues below are what we are experiencing:

1.            Laptops connected to meeting with presenter sharing a screen and other laptops able to see.  When the Cisco SX20s connects it cannot see shared screen, it shows the cameras of the connected laptops (if shared).  The presenter must stop their share then the laptop attached to the SX20 must share desktop and then stop the share.  Immediately after that action the presenter can begin sharing their screen and the SX20 works perfectly.  This process must be done on each SX20 joining the meeting.  They must initiate a share in order to receive the shared screen. 

2.            If a Cisco SX20 shares screen while there is another presenter then it will break the display ability on the SX20 they have to leave the meeting, rejoin, share and then end share to see the presented screen.  Presenter must stop presenting before another presenter starts, they can not overlap.

We have followed all documentation related to the Cisco SX20s published in the knowledge base however nothing has resolved these issues.  These issues are preventing meetings using RingCentral.


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Fairbanks

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Posted 10 months ago

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Jessica - Community Moderator, Official Rep

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Hi Fairbanks, 

To confirm, do you have SIP Transformation Method  set to TCP, as mentioned in this KB article?
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Fairbanks

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Yes we checked all of the settings and we are setup for TCP.
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Saadet - Community Moderator, Official Rep

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Hey there! I see you have an open case so I've escalated it to our Executive Response Team. They will contact you once they've reviewed your case history!
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Fairbanks

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Please leave this open until the issue is resolved!  We are extremely frustrated at the lack of response from support.  Putting the issue to the community as they may have a resolution or we can prevent someone else from experiencing the same issues.