Poly RMX 2000 RealPresence Collaboration Server (RMX) 1800/2000/4000/Appliance Edition/Virtual Edition Privacy Guide

Polycom RealPresence
Collaboration Server

Privacy Guide

March 2023 | 3725-69952-001B

Contents

Before You Begin ..............................................................................................................................................................................................3

Related Poly and Partner Resources .....................................................................................................................................................3

Privacy Policy ...............................................................................................................................................................................................3

Privacy-Related Options ................................................................................................................................................................................4

Encrypted Information ..............................................................................................................................................................................4

Call Detail Records .....................................................................................................................................................................................4

Enable a CDR Backup Alarm ..............................................................................................................................................................4

Retrieve and Save a CDR for Viewing ............................................................................................................................................. 5

User Management ...................................................................................................................................................................................... 5

Add a User ............................................................................................................................................................................................... 6

Edit a User ............................................................................................................................................................................................... 6

Delete a User .......................................................................................................................................................................................... 6

Delete a Participant from the Address Book ................................................................................................................................ 6

Export an Address Book ........................................................................................................................................................................... 7

Retrieve Logger Diagnostic Files ............................................................................................................................................................7

Active Alarms ...............................................................................................................................................................................................8

Restoring System Defaults for the Hardware Editions .................................................................................................................19

Perform a Standard Restore from a USB Flash Drive .............................................................................................................. 19

Comprehensive Restore ...................................................................................................................................................................20

Perform a Comprehensive Restore While in Ultra Secure Mode ........................................................................................ 23

Hardware Monitoring .............................................................................................................................................................................23

System Flags .............................................................................................................................................................................................. 23

How Data Subject Rights Are Supported ................................................................................................................................................24

Right to Access ..........................................................................................................................................................................................24

Right to Be Informed ............................................................................................................................................................................... 24

Right to Data Portability ........................................................................................................................................................................ 24

Right to Erasure ........................................................................................................................................................................................ 24

Right to Rectification .............................................................................................................................................................................. 25

Right to Object to Processing .............................................................................................................................................................. 25

Right to Restrict Processing .................................................................................................................................................................25

Purposes of Processing Personal Data ....................................................................................................................................................26

How Administrators Are Informed of Any Security Anomalies (Including Data Breaches) .................................................... 27

How Personal Data Is Deleted ...................................................................................................................................................................28

Support ............................................................................................................................................................................................................. 29

ii

Before You Begin

This guide provides information on how Polycom products utilize customer data and how customers can configure
Polycom RealPresence Collaboration Server to process personal data.

Related Poly and Partner Resources

See the following sites for information related to this product.

• Poly Support is the entry point to online product, service, and solution support information. Find product-specific
information such as Knowledge Base articles, Support Videos, Guide & Manuals, and Software Releases on the
Products page, download software for desktop and mobile platforms from Downloads & Apps, and access additional
services.

• The Poly Documentation Library provides support documentation for active products, services, and solutions. The
documentation displays in responsive HTML5 format so that you can easily access and view installation, configuration,
or administration content from any online device.

• The Poly Community provides access to the latest developer and support information. Create an account to access
Poly support personnel and participate in developer and support forums. You can find the latest information on
hardware, software, and partner solutions topics, share ideas, and solve problems with your colleagues.

• The Poly Partner Network is a program where resellers, distributors, solutions providers, and unified communications
providers deliver high-value business solutions that meet critical customer needs, making it easy for you to
communicate face-to-face using the applications and devices you use every day.

• Poly Services help your business succeed and get the most out of your investment through the benefits of
collaboration. Enhance collaboration for your employees by accessing Poly service solutions, including Support
Services, Managed Services, Professional Services, and Training Services.

• With Poly+ you get exclusive premium features, insights and management tools necessary to keep employee devices
up, running, and ready for action.

• Poly Lens enables better collaboration for every user in every workspace. It is designed to spotlight the health and
efficiency of your spaces and devices by providing actionable insights and simplifying device management.

Privacy Policy

Poly products and services process customer data in a manner consistent with the Poly Privacy Policy. Please direct
comments or questions to

[e-mail].

3

Privacy-Related Options

This section provides information on privacy-related options for the RealPresence Collaboration Server.

Encrypted Information

From 8.10.1 on, the RealPresence Collaboration Server system encrypts more information to better protect your privacy.

The encrypted information includes:

• All logs, audit files, CDRs, and the address book, which are stored on the internal hard disk.

• Configuration files related to meeting rooms, conference templates, and reservations.

• Backup files created during the backup and restore procedure.

All encrypted files (except for backup files) are decrypted on-demand when you retrieve them. If you downgrade a
RealPresence Collaboration Server from 8.10.1 to earlier software versions, all encrypted files stored on the hard disk are
deleted.

You can’t restore an encrypted backup file on systems running software versions earlier than 8.10.1, but you can create a
non-encrypted backup file. Refer to Polycom RealPresence Collaboration Server 1800/2000/4000/Virtual Edition
Administrator Guide for details of the backup procedure.

Call Detail Records

RealPresence Collaboration Server (RMX) creates call detail records (CDRs) for every conference started on it.

This section discusses the CDR options that you can configure and the CDR tasks you may want to perform. From 8.10.1
on, RealPresence Collaboration Server encrypts and stores the CDRs on the internal hard disk, and decrypts them upon
retrieval.

CDR Options:

• Enabling a CDR backup alarm

• Enabling multipart CDRs

CDR Tasks:

• View the MCU CDR list

• Retrieve and save a CDR for viewing

• Retrieve and save CDRs for billing and reporting

You can delete the CDRs by performing a Comprehensive Restore.

Related Links

Right to Access on page 24

Enable a CDR Backup Alarm

You can enable an alarm to warn you before the MCU overwrites older CDRs so you can back up the CDR information
before it’s deleted.

Businesses can use CDRs to generate billing information and resource usage reports. MCU system backups don’t include
CDRs, so if you require CDRs for reporting and billing purposes, you must back them up manually.

RealPresence Collaboration Server 1800/2000 stores the CDRs of up to 2000 conferences. RealPresence Collaboration
Server 4000 stores the CDRs of up to 4000 conferences.

Task

» Set the system flag ENABLE_CYCLIC_FILE_SYSTEM_ALARMS to YES.

If you set the ULTRA_SECURE_MODE system flag to YES, your MCU automatically enables the
ENABLE_CYCLIC_FILE_SYSTEM_ALARMS system flag.

4

When your MCU reaches the file storage threshold limit, the system triggers an active alarm with the following message:
Backup of CDR files is required.

Retrieve and Save a CDR for Viewing

Your MCU keeps each conference as a separate record in the MCU memory and archives each conference as a separate
CDR file.

To view the content of a single CDR, you must retrieve and save it in a viewable format.

The CDR file contains the following information:

• General information about the conference

– Conference name
– Conference ID
– Start time
– Duration

• Participant information

– Display name
– IP address
– SIP URI/Tel-URI
– Calling number
– H.323 alias name

• Events occurring during the conference

– Adding a new participant
– Disconnecting a participant
– Extending the length of the conference

The event sections or records include an event type heading or event type code, followed by the event data.

Task

1 In RMX Manager, go to Administration > CDR.

2 Select the CDR for the conference and do one of the following (depending on the format you prefer):

• Select Retrieve Formatted .

• Select Retrieve Formatted XML .

3 Browse to a location to save the file and select OK.

4 Open the saved file.

Related Links

Right to Data Portability on page 24

User Management

This section provides an introduction to user management options, functionality, and operations associated with the
RealPresence Collaboration Server.

It includes the following topics:

• User roles and permissions

• Managing users

Related Links

Right to Rectification on page 25
Right to Access on page 24

5

Add a User

Administrators can add a new user to the system.

Task

1 In RMX Manager, go to RMX Management > Users .

2 Select New User .

3 In the User Properties dialog box, enter the following information.

Column Description

User Name Enter the user's unique login name.

Password Assign the user a password. This password must be a minimum of eight ASCII characters in length.

Authorization Level Assign the user the correct role: Administrator, Administrator Read-Only, Operator, Chairperson, or

Auditor

4 Select OK.

Edit a User

Administrators can edit a user's account information.

Task

1 In RMX Manager, go to RMX Management > Users .

2 Select the user from the Users list, right-click and select User Properties.

3 In the User Properties dialog box, edit the account information and select OK.

Delete a User

Administrators can delete a user’s account.

Note: You can’t delete the last remaining administrator in the Users list.

Task

1 In RMX Manager, go to RMX Management > Users .

2

In the Users list, select the user and select Delete .

3 Select Yes.

Related Links

How Personal Data Is Deleted on page 28
Right to Erasure on page 24
Comprehensive Restore on page 20

Delete a Participant from the Address Book

You can delete a participant from the address book.

You can also delete all participants from the Address Book by performing a Comprehensive Restore.

Task

1 In RMX Manager, select Address Book.

2 In the Find field, enter the name of the participant to delete.

3 Select Search and select the participant from the resulting list.

6

4 Select Delete Participant .

A confirmation message displays depending on the participant’s assignment to groups in the address book.

5 Do one of the following:

• If the participant belongs to only one group, select Yes to permanently delete the participant from the address

book.

• If the participant belongs to multiple groups, select Current group to delete the participant from the selected group.

• If the participant belongs to multiple groups, select Address Book to permanently delete the participant from all

groups in the address book.

6 Select OK.

Related Links

How Personal Data Is Deleted on page 28
Right to Erasure on page 24
Comprehensive Restore on page 20

Export an Address Book

If your environment includes multiple MCUs, you might want all MCUs to use the same address book. You can export the
address book from MCU into a proprietary XML file and import it into other MCUs.

Task

1 In RMX Manager, select Address Book.

2

Select Export Address Book and browse to a location to save the exported file.

3 In the File Name field, enter a name for the exported file.

If you don’t assign a name to the exported address book, the system saves it with the default file name of
EMA.DataObjects.OfflineTemplates.AddressbookContent_.xml.

4 Select Save.

5 Select OK.

Related Links

Right to Data Portability on page 24
Right to Access on page 24

Retrieve Logger Diagnostic Files

The Logger utility is a troubleshooting tool that continually records MCU system messages and saves them to files in the
MCU hard drive.

For each time interval defined in the system, a different data file is created. The files may be retrieved from the hard drive
for off-line analysis and debugging purposes.

The Logger utility is activated at the MCU startup. The Logger is disabled when the MCU is reset manually or when there is
a problem with the Logger utility, e.g. errors on the hard drive where files are saved. In such cases, data cannot be
retrieved.

When the MCU is reset via the RealPresence Collaboration Server, the files are saved on the MCU hard drive.

When retrieved, the log file name structure is as follows:

• Sequence number (starting with 1)

• Date and Time of first message

• Date and Time of last message

• File size

• Special information about the data, such as Startup

7

File name structure:

Log_SNxxxxxxxxxx_FMDddmmyyy_FMThhmm_LMDddmmyyyy_LMThhmm_SZxxxxxxxxxx_SUY.log

File name format:

• SN = Sequence Number

• FM = First Message, date and time

• LM = Last Message, date and time

• SZ = Size

• SU = Startup (Y/N) during the log file duration

Example:

Log_SN0000000002_FMD06032007_FMT083933_LMD06032007_LMT084356_SZ184951_SUY.log

Task

1 In RMX Manager, go to Administration > Tools > Logger Diagnostic Files.

2 Select the log file(s) to retrieve.

3 Select Browse to select the directory location from which to retrieve the Logger files, and select OK.

4 Select Retrieve Files, and once complete, select OK.

The log files (in *.txt format) are saved to the defined directory and a confirmation caption box is displayed indicating a
successful retrieval of the log files.

5 To analyze the log files generated by the system, using Windows Explorer, browse to the directory containing the

retrieved log files and use any text editor to open the retrieved *.txt files.

Related Links

Right to Data Portability on page 24

Active Alarms

The following table describes the active alarms the RealPresence Collaboration Server may display.

8

Active Alarms

Alarm Text Alarm Description

A matching activation key is required. To
cancel the upgrade process, reset the
RealPresence Collaboration Server

A new activation key was loaded. Reset the
system.

A new version was installed. Reset the system. You installed a new software version. Reset the MCU.

Alarm generated by a Central Signaling
component

Alarm generated by an internal component An internal system component generated a system alert.

Automatic reset is unavailable in Safe Mode The system switches to safe mode if the system resets too many times during startup.

Backup of audit files is required If the ENABLE_CYCLIC_FILE_SYSTEM_ALARMS is set to YES (default setting when

Backup of CDR files is required If the ENABLE_CYCLIC_FILE_SYSTEM_ALARMS is set to YES (default setting when

The system upgrade requires that you enter a valid activation key. If no activation
keys are available, resetting the RealPresence Collaboration Server cancels the
upgrade and returns the RealPresence Collaboration Server to the previous version.

You installed a new activation key. Reset the MCU.

A component of central signaling generated a system alert.

To prevent additional resets and allow the system to complete the startup process,
the MCU blocks automatic system resets.

ULTRA_SECURE_MODE system flag is set to YES) and a cyclic file reaches a file
retention time or file storage capacity limit, the administrator is alerted that audit files
need to be backed up.

ULTRA_SECURE_MODE system flag is set to YES) and a cyclic file reaches a file
retention time or file storage capacity limit, the administrator is alerted that CDR files
need to be backed up.

Backup of log files is required If the ENABLE_CYCLIC_FILE_SYSTEM_ALARMS is set to YES (default setting when

ULTRA_SECURE_MODE system flag is set to YES) and a cyclic file reaches a file
retention time or file storage capacity limit, the administrator is alerted that log files
need to be backed up.

Bios version is not compatible with Ultra
Secure Mode.

Card configuration event

Card failed to switch to Enhanced Secure
Mode

The current BIOS version isn’t compatible with ultra secure mode
(ULTRA_SECURE_MODE=YES).

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

Possible causes for this alarm:

• Unable to find the board serial number only in case of Ninja.

• MCU currently in MPMRx-only mode but MPMx card is present and disabled.

• When the single media card is in the second slot of chasis, RMX generates a
warning to re-locate the media card to the first slot.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

Card failure occurred when the system was set to ultra secure mode
(ULTRA_SECURE_MODE=YES).

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

9

Alarm Text Alarm Description

Card failure

Card not found This alert occurs usually when the card was removed from the MCU and the system

Card not responding

Cards wrong file's mode System card's file mode is set to default.

Central signaling component failure

Possible causes for this alarm:

• Resetting the card.

• Resetting a component.

• Unknown shelf error.

• Unknown card error.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

didn’t have a chance to recalculate its resources.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

Possible causes for this alarm:

• No connection with MPM card.

• No connection with the switch.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

Possible causes for this alarm:

• Central signaling component failure; unit type: <NonComponent\CSMngnt
\CSH323\ Polycom ContentConnect IP>.

• Central signaling component failure; unit type: (invalid: <NonComponent\CSMngnt
\CSH323\ ContentConnect IP>).

• Central signaling component failure - Invalid failure type. Unit id: <id>, Type:
<NonComponent\CSMngnt\CSH323\ContentConnect IP>, Status: <Ok\Failed
\Recovered>.

• Central signaling component failure - Invalid failure type.

Central Signaling indicating Faulty status Central signaling failure detected in the IP network service.

Central Signaling indicating Recovery status Central Signaling recovery indication detected by the IP network service.

Central Signaling startup failure Central signaling component is down.

Configuration of external database did not
complete.

Could not complete MPM Card startup
procedure

Invalid or incomplete external database configuration.

Possible causes for this alarm:

• MCU didn’t receive the unit loading confirmation.

• No media IP for this card.

• MCU didn’t receive the Media IP configuration confirmation.

• Unspecified problem.

Check the card slot and reset the card.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

10

Alarm Text Alarm Description

Could not complete RTM ISDN Card startup
procedure

CPU IPMC software was not updated. Failed to check or update the IPMC software version. Turn off the MCU and turn it on

CPU slot ID not identified The shelf management didn’t provide the CPU slot ID required for Ethernet settings.

D channel cannot be established The system failed to establish a connection with the ISDN D channel.

DEBUG mode enabled

DEBUG mode flags in use The system is using the DEBUG CFG flags.

DNS configuration error Invalid DNS configuration.

DNS not configured in IP Network Service Missing DNS iconfiguration in the IP network service.

The RTM ISDN card can’t complete its startup procedure (usually after a system
reset). Check the card slot and reset the card.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

again.

In this mode, additional prints are added and startup and recovery conditions are
different than regular mode.

Possible causes for this alarm:

• System is running in debug mode.

• System debug mode initiated.

Change the DEBUG_MODE flag value to NO and reset the RealPresence
Collaboration Server.

Encryption Server Error. Failed to generate
the encryption key

Error reading MCU time

External NTP servers failure

Failed to access DNS server Failed to access the DNS server.

Failed to configure the Media card IP address

Failed to configure the Users list in Linux

Failed to connect to application server

FIPS 140 test failed while generating the new encryption key.

Failed to read MCU time configuration file (<status>).
Manually configure the MCU time in the RealPresence Collaboration Server web

client or the RMX Manager application.

The MCU can’t connect to any of the defined NTP servers for synchronization due to
a remote server error, network error, or configuration error. Change the
configuration of the NTP server.

Possible causes for this alarm:

• Failure type: (OK or Not supported).

• IP address doesn’t exist or IP failure.

• Duplicate IP address or DHCP failure.

• VLAN failure or invalid: <status_Number>.

The authentication process didn’t start. Restore to factory defaults to recover.

Possible causes for this alarm:

• Failed to connect to the application server.

• Failed to establish connection to server, url = <url>.

Failed to connect to recording device The MCU can’t connect to the defined recording device due to a configuration error

or network error.

11

Alarm Text Alarm Description

Failed to connect to SIP registrar Can’t establish connection with the SIP registrar.

Failed to create Default Profile

Failed to initialize system base mode Initialization of the system's media cards' mode failed, because no indication was

Failed to initialize the file system

Failed to open Users list file

Failed to register with DNS server

Failed to subscribe with the OCS, therefore
the A/V Edge Server URI was not received

Possible causes for this alarm:

• Failed to validate the default profile.

• Failed to add the default profile.

Possible workarounds:

• Restore the RealPresence Collaboration Server configuration from the backup.

• Use the Non-Comprehensive Restore To Factory Defaults operation.

received from the 'Cards' process.

Possible causes for this alarm:

• Failed to initialize the file system.

• Failed to initialize the file system and create the CDR index.

Reset the MCU.

The default user and pasword were created and updated, but no users list file found.
Restore the MCU configuration or re-define the user.

Failed to register as a DNS client or no connetion with the DNS server.

Subscription failure with the Microsoft OCS.

Failure in initialization of SNMP agent. Failed to initiate the SNMP agent.

Fallback version is being used

Fan Problem Level Critical The Hardware Monitor reports critical problem with the fan.

Fan Problem Level Major The Hardware Monitor reports major problem with the fan.

File error

File system scan failure

File system space shortage

Fallback version is being used. Restore the current version.
Version being used: <running version>; Current version: <current version>.

Possible causes for this alarm:

• XML file doesn’t exist <file name>; Error no: <error number>.

• Not authorized to open XML file <file name>; Error no: <error number>.

• Unknown problem in opening XML file <file name>; Error no: <error number>.

• Failed to parse XML file <file name>.

File system scan failure: Failed to scan <file system path>.
Multiple occurrences may point to a hardware problem. The system is functioning.

File system space shortage:

• Out of file system space in <file system path>

• Free space: <free space percentage>% (<free space> Blocks)

• Minimum free space required: <minimum free space percentage>% (<minimum free
space> Blocks)

FIPS 140 failure FIPS 140 failure within the encryption module.

12

Alarm Text Alarm Description

FIPS 140 test result not received Missing FIPS 140 test result from the encryption module.

Gatekeeper failure

GUI System configuration file is invalid xml
file

Hard disk error Hard disk not responding.

Hot backup: Network issue The primary MCU doesn't receive the keepalive indication from the secondary MCU.

Hot Backup: Paired MCU is unreachable. Can't reach the primary or the secondary MCU during failover.

Hot Backup: Primary-Secondary
configuration conflict.

Initialization of ice stack failed The initialization of the ice stack failed.

Possible causes for this alarm:

• Gatekeeper discovery failed.

• Gatekeeper registration failed.

• Gatekeeper DNS host can't be resolved.

• Alternate gatekeeper registration failed.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

The XML format of the system configuration file that contains the user interface
settings is invalid.

Possible causes for this alarm:

• The paired MCUs don't have reciprocal IP addresses.

• Both the MCUs are configured as primary or as secondary.

• The software versions in the primary and secondary MCUs don't match.

• Hot Backup is not enabled on either the primary or the secondary MCU.

• The primary MCU can't switch to a secondary MCU due to configuration conflict.

Install Latest version of RMX Manager 8.10.1 and later version of RMX manager needs to be installed in order to upgrade

software and Backup and Restore functionalities.

Insufficient resources

Insufficient UDP Ports

Internal System configuration during startup

Invalid System Configuration Invalid system configuration.

IP addresses of Signaling Host and Control
Unit are the same

IPMC software upgrade in component

IP Network Service added A new IP network service has been added and you need to reset the MCU.

IP Network Service configuration modified You modified the IP network service. Reset the MCU.

The number of resources in the license is higher than the actual system resources.
Check the media cards or insert a media card.

When defining a fixed port, the number of defined UDP ports is lower than the
required ports. Configure additional ports.

System configuration during startup. Wait until RealPresence Collaboration Server
startup is completed.

IP addresses of the signaling host and control unit are identical. Assign different IP
addresses to the signaling host and control unit.

Either of the following is upgrading:

• media card

• RTM IP

• IPMC

13

Alarm Text Alarm Description

IP Network Service deleted You deleted the IP network service. Reset the MCU.

IP Network Service not found

ISDN/PSTN Network Services configuration
changed

LDAP TLS: Failed to connect to OSCP
responder

Log Retrieval disabled from RMX Manager Retrieval of the logs using Info Collector or Logger Diagnostics from RMX manager is

Management Network not configured No configuration information found for the management IP network interface.

Media Card Ping failed A media card in RMX 2000 or RMX 4000 is no longer reachable.

Missing Central Signaling configuration No configuration information found for the signaling network interface.

Missing Central Signaling IP configuration Failed to configure the signaling host IP address after startup.

MPL startup failure. Authentication not
received

MPL startup failure. Management Network
configuration not received

IP service isn’t in the Network Services list. Configure the IP network service.

You added a new ISDN (audio/video) configuration. Reset the MCU for the change to
take effect.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

Failed to establish a connection with the OSCP sever, so the TLS authentication with
the LDAP client failed.

disabled.

The system didn’t receive authentication from the switch. Check the switch card.

The system didn’t receive the management network message. Check the switch card.

Network interface is not configured. New
interface need to be chosen

Network traffic capture is on The system is using the tcpdump utility to capture the network packet.

New certificate for CS need RealPresence
Collaboration Server reset to take effect

No clock source The system can’t use any of the connected ISDN–video spans as a clock source. Check

No default ISDN/PSTN Network Service
defined in ISDN/PSTN Network Services list

No default IVR Service in IVR Services list No default IVR service in the IVR Services list. Make sure you set one conference IVR

No IP Network Services defined IP network service parameters are missing. Configure the IP network service.

No ISDN/PSTN Network Services defined No ISDN (audio/video) network services are defined or no default ISDN (audio/video)

IP address of the Network Interface is missing from the last startup.
Update the network service with existing IP address and restart the soft MCU

service.

The OCS certificate is updated cussessfully for CS. Reset the MCU to take effect.

the ISDN (audio/video) settings.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

No configuration information found for ISDN/PSTN network list.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

service and one EQ IVR service as default.

network is defined.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

14

Alarm Text Alarm Description

No LAN connection None of the media card port has LAN connection.

No License for ISDN/PSTN. Please activate
the RTM ISDN card through Polycom website

No response from Central Signaling No connection with central signaling.

No response from RTM ISDN-video card The RTM ISDN card is disconnected.

No RTM-LAN or RTM-ISDN installed. One of
these cards must be installed in the
RealPresence Collaboration Server (RMX)
4000

No usable unit for audio controller No media card is installed, or the installed media card isn’t functioning. Install the

OCS Registration failed Failed to register with Microsoft OCS.

Password expiration warning The password of the user account will expire soon.

Please install a newer version

No license found for ISDN (audio/video) calls. Configure the ISDN (audio/video)
network service.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

Neither RTM-LAN nor RTM-ISDN card is installed.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

appropriate media card.

License fails.
Install a newer software version.

Note: Applies to the soft MCU (RealPresence Collaboration Server Virtual Edition).

Power off

Power Problem Level Critical Critial problem with power reported by the Hardware Monitor.

Power Problem Level Major Major problem with power reported by the Hardware Monitor.

primary-secondary Problem sending/receiving data to or from the network. Check the cables.

Product activation failure Invalid activation key. Assign a new activation key.

Product Type mismatch. System is restarting. The system alerts the administrator to a mismatch between the product type that is

RealPresence Collaboration Server fails to
connect to Active Directory server.

RealPresence Collaboration Server is
uploading the version file. To cancel the
upload and the upgrade, reset the
RealPresence Collaboration Server

Possible causes for this alarm:

• Power failure to one or more media card(s).

• A media card is removed from its slot in the chassis.

stored in MCU software and the product type received from another system
component. The system automatically restarts.

The system failed to establish a connection to the Active Directory server.

An upgrade of the MCU software version is in progress, uploading a new version file.

15

Alarm Text Alarm Description

RealPresence DMA not supported by IDE
device

Recording device has disconnected
unexpectedly

Red Alarm

Requested changes to the certification
repository were not completed. Repository
must be updated to implement these changes.

Resource process failed to request the
Meeting Room list during startup.

Restore Failed Restoring the system configuration failed. The system can’t locate the configuration

Possible causes for this alarm:

• Poly Clariti Core (direct memory access) isn’t supported by the IDE device. You
are using an incompatible flash card or hard disk.

• The flash card or hard drive aren’t properly connected to the board or one of the
IDE channels is disconnected.

• Poly Clariti Core was manually disabled for testing.

Unexpected failure in the middle of the recording.

When the system reaches a certain timeout after startup, MCMS goes over the
configured spans. A configured span that is related to a nonexistent card produces a
Red Alarm alert.

For hotswap: If you remove an RTM card or an MPM that has an RTM extension,
MCMS goes over the configured spans. A configured span that is related to the
removed card produces a Red Alarm alert.

Changes in the Certificate Repository. Restart Apache to apply the changes.

Without the Meeting Rooms list, the system can’t allocate the appropriate
information (for example, dial numbers or conference IDs). The MCU can’t run
conferences.

file in the selected path or can’t open the file.

Restore Succeeded Restoring the system configuration succeeded. Reset the MCU.

Restoring Factory Defaults. Default system
settings will be restored once Reset is
completed

RTM ISDN card not found The RTM ISDN card is missing. Install the RTM ISDN card.

RTM ISDN card startup procedure error The RTM ISDN card can’t complete its startup procedure (usually after a system

Secured SIP communication failed The system receives error status (408) from the SIP proxy.

Security mode failed. Certificate has expired. Errors in certificate for services. Create or install a new certificate.

Security mode failed. Certificate host name
does not match the RealPresence
Collaboration Server host name.

Security mode failed. Certificate is about to
expire.

Security mode failed. Certificate not yet valid. Warning that the certificate hasn't been validated.

Restoring to the default system settings.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

reset). Check the card and reset it if needed.

Note: Applies to RealPresence Collaboration Server 1800, 2000, and 4000.

The host names of the certificate and the RealPresence Collaboration Server don't
match.

Warning that the certificate is going to expire. Create or install a new certificate.

Security mode failed. Error in certificate file. Verification of the certificates failed.

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Alarm Text Alarm Description

Service Request failed Possible causes for this alarm:

• Failed to resolve the Microsoft Lync/SfB edge server.

• Received service message doesn't contain the credentials.

• Failure response from the audio/video Microsoft Lync/SfB edge server to the
RMX service request.

Sip connection for conference event package
fail

SIP registrations limit reached The MCU has reached the maximum number of SIP registrations.

SIP TLS: Certificate has expired The current TLS certificate files expired and you must replace them with new files.

SIP TLS: Certificate is about to expire The current TLS certificate files expire shortly and must be replaced to ensure

SIP TLS: Certificate subject name is not valid
or DNS failed to resolve this name

SIP TLS: Failed to load or verify certificate
files

SIP TLS: No response from Registration
server

SIP TLS: Registration handshake failure A mismatch between the security protocols of the OCS and the RealPresence

The EventPackage SIP connection to this RealPresence Collaboration Server within
the cascading topology failed to establish following three consecutive attempts. The
conference and VMR are specified.

communication with the OCS.

The name of the RealPresence Collaboration Server in the certificate file is different
from the FQDN name defined in the OCS.

RealPresence Collaboration Server can’t load the certificate files required for SIP TLS.
Possible causes for this alarm:

• Incorrect certificate file name. You can load only files with the following names to
the system: rootCA.pem, pkey.pem, cert.pem and certPassword.txt.

• Wrong certificate file type. You can load only files with the following names to the
system: rootCA.pem, pkey.pem, cert.pem and certPassword.txt.

• The contents of the certificate file don’t match the system parameters.

RealPresence Collaboration Server doesn't receive response from the registration
server.

Collaboration Server is preventing the registration of the RealPresence Collaboration
Server to the OCS.

SIP TLS: Registration server not responding

SIP TLS: Registration transport error

The RealPresence Collaboration Server doesn’t receive a response from the OCS to
the registration request in the expected time frame.

Possible causes for this alarm:

• The RealPresence Collaboration Server FQDN name isn’t defined in the OCS pool
or is defined incorrectly.

• The time frame for the expected response is too short and updates with the next
data refresh. The alarm may be cleared automatically the next time the data is
refreshed.

• The RealPresence Collaboration Server FQDN name is not defined in the DNS
server. Ping the DNS using the RealPresence Collaboration Server FQDN name to
ensure that the RealPresence Collaboration Server is correctly registered to the
DNS.

Can’t establish communication with the SIP server.
Possible causes for this alarm:

• Incorrect IP address of the SIP server.

• The SIP server listening port is not the one defined in the system.

• The OCS services are stopped.

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Alarm Text Alarm Description

Software upgrade in component Installing new software of RTM IP and media card.

SSH is enabled SSH is enabled on the MCU.

SWITCH not responding No connection between controller and switch modules. Check the switch card.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

System configuration changed. Please reset
the MCU

System Configuration modified The system configuration flags were modified. Reset the MCU.

System resources of Audio ports usage has
exceeded Port Gauge threshold

System resources of Video ports usage has
exceeded Port Gauge threshold

System resources usage has exceeded Port
Gauge threshold

Temperature Level - Critical Temperature reached a critical level.

Temperature Level - Major Temperature reached a problematic level and requires attention.

The card type in slot <n> is not compatible
with RMX version, card will not be powered
on

The Log file system is disabled because of high
system CPU usage

RMX system configuration changed and requires a reset.

Audio ports usage exceeded Port Gauge threshold.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

Video ports usage exceeded Port Gauge threshold.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

System resource usage exceeded Port Gauge threshold.

A RealPresence Collaboration Server Appliance Edition was upgraded to version 8.6,
but it contains an unsupported MPMx media card so the card is not powered on.

Note: Applies to RealPresence Collaboration Server 2000 and 4000.

The logging process is disabled due to high system CPU usage. Logging will resume
after CPU usage comes down.

The MCCF channel is not connected The MCCF channel disconnected.

The software contains patch(es) The software contains patches.

The system has been configured for Ultra
Secure Mode, but communication is not
secured until a TLS certificate is installed and
the MCU is set to Secured Communication.

Unable to connect to Exchange Server. Connection to the Exchange Server failed.

Warning: Upgrade started and SAFE

Upgrade protection is turned OFF

Version upgrade is in progress The system is installing a new software version.

Although the system flag ULTRA_SECURE_MODE is set to YES, ultra secure mode
isn’t fully implemented as the TLS certificate wasn’t installed. Install the TLS
certificate and set the MCU to Secured Communication Mode to fully enable the
enhanced security environment.

Software upgrade is performed when ENFORCE_SAFE_UPGRADE is disabled.

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Alarm Text Alarm Description

Voltage problem

Possible causes for this alarm:

• Card voltage problem.

• Shelf voltage problem.

• Voltage problem

Related Links

How Administrators Are Informed of Any Security Anomalies (Including Data Breaches) on page 27

Restoring System Defaults for the Hardware Editions

Administrators can erase the current configurations and restore default system settings for RealPresence Collaboration
Server 1800, 2000, and 4000.

Administrators must have access to the RealPresence Collaboration Server and have the USB flash drive included as part
of the installation accessory kit where the server’s LAN configuration information was saved.

You can use one of the following options:

• Standard restore: Delete customer conferencing entities and keep only system default conferencing entities. However,
the system doesn’t delete the management network service and license information.

• Comprehensive restore: Restore the MCU to factory defaults for the current software version. The system deletes the
default management network and license information and formats the system hard disk file partition.

Related Links

How Personal Data Is Deleted on page 28

Perform a Standard Restore from a USB Flash Drive

This section describes the process to perform a standard restore from a USB flash drive.

A standard restore deletes the following files:

• CDR

• Address Book

• Log Files

• Faults

• Dump Files

• Notes

In addition, a standard restore deletes all of the conferencing entities:

• Entry Queues

• Profiles

• Meeting Rooms

• IVR Services

• Default Network IP Service

When the system restarts, it recreates these conferencing entities based on the system defaults. In addition, the Fast

Configuration Wizard runs automatically, enabling the user to configure the Default IP Network Service.

Task

1 Connect a PC to the RealPresence Collaboration Server.

2 Using Internet Explorer, connect to the RealPresence Collaboration Server by entering its IP address into the browser

address bar.
The RMX Web Client starts up.

3 Insert the USB flash drive that includes the server's initial LAN configuration information (IP addresses, etc.) into the

USB port on the RealPresence Collaboration Server back panel.

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4 In the RMX Web Client, select Administration > Tools > Restore Factory Defaults.

5 In the Restore Factory Defaults dialog, select Standard Restore.

6 Select either of the following:Backup & Continue or Continue.

• Backup & Continue backs up the current RealPresence Collaboration Server configuration. Select this option to

keep the current conferencing entities and system configuration.

• Continue erases all of the current system configuration files and conferencing entities and restores them to their

system default values.

7 If you chose Backup & Continue, select Browse in the Backup Configuration Dialog dialog and browse to the location

at which to store the backup.
The system initiates the backup of the RealPresence Collaboration Server configuration files. When the backup
completes, a confirmation dialog is displayed. To cancel the backup, click Close.

8 Select Yes or Backup to restore the RealPresence Collaboration Server.

9 When prompted to reset the system now, select Yes.

Following system restart, follow the instructions in Modifying the Default IP Network Service and ISDN (audio/video)
Network Services Overview.

Comprehensive Restore

Restore the MCU to the default settings of the current software version.

In addition to files deleted when you perform a standard restore, the following files are also deleted:

• CFS license information

• Management Network Service

Note: After a Comprehensive Restore, the Product Activation Key is required to reconfigure the Management

Network Service during the First Entry Configuration.

You can perform a comprehensive restore in one of the following ways:

• Using the RMX Web Client (recommended)

• Using the USB flash drive

Warning:

Inserting a USB flash drive containing the following files causes the RealPresence Collaboration Server to exit Secure
Mode and perform a Comprehensive Restore:

– RealPresence Collaboration Server (RMX) 2000/4000 -RestoreToFactoryDefault.txt and lan.cfg.
– RealPresence Collaboration Server (RMX) 1800 -USB_action.cfg and lan.cfg.

Don't insert a USB flash drive into the RealPresence Collaboration Server's USB port unless it is your intention to
disable Secured Mode or perform a Comprehensive Restore to system defaults.

Related Links

Right to Erasure on page 24
Delete a Participant from the Address Book on page 6
Delete a User on page 6

Perform a Comprehensive Restore Using the RMX Web Client

You should comprehensively restore your system using the RMX Web Client if possible.

Task

1 In the RMX Web Client, select Administration > Tools > Restore Factory Defaults.

2 In the Restore Factory Defaults dialog, select Comprehensive Restore.

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3 Click one of the following buttons:

• Backup & Continue backs up the current RealPresence Collaboration Server configuration. Select this option if you

wish to restore the current conferencing entities and system configuration after the Standard Restore.Proceed with
step 4.

• Continue initializes all the current system configuration files and conferencing entities and then restores them to

their system default values according to the selected restore level. Proceed with step 5 on page 21.

• Cancel cancels and exits this dialog.

4 In the Backup Configuration Dialog dialog, select Browse and the Backup Directory Path and select Backup.

The system initiates the backup of the RealPresence Collaboration Server configuration files. When the backup
completes, a confirmation dialog box is displayed. To cancel the backup, select Close.

5 Select Yes to restore the RealPresence Collaboration Server.

6 When prompted to reset the system now, select Yes.

Following system restart, follow the instructions in Modifying the Default IP Network Service and ISDN (audio/video)
Network Services Overview.

Comprehensive Restore Using a USB Flash Drive

Use the USB flash drive for system restore only when you can't do it from the system Web Client. For example, when the
Web Client is inaccessible.

Perform a USB Comprehensive Restore for RealPresence Collaboration Server 2000/4000

You can use a USB flash drive to perform a comprehensive restore for the RealPresence Collaboration Server.

Task

1 Optional: Back up the system configuration:

A In the RMX Web Client, select Administration > Software Management > Backup Configuration.
B Browse to select a backup directory, and select Backup.

Perform this step if you wish to restore the current conferencing entities and system configuration after the
Comprehensive Restore.

2 Insert the USB flash drive that was included with your system into the workstation.

By default, the USB flash drive contains files ToFactoryDefault.txt and a lan.cfg file, which are used to trigger the
restore. However, if they're missing, you can create two blank .txt files with these names. (The content of these two
files doesn't matter.)

• RealPresence Collaboration Server (RMX) 2000 - At the bottom right corner of the RTM IP card on the back panel..

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• RealPresence Collaboration Server (RMX) 4000 - at the bottom right corner of the RTM IP 4000 card on the back

panel.

3 Power off and then power on the RealPresence Collaboration Server.

Following system restart, follow the instructions in Modifying the Default IP Network Service and ISDN (audio/video)
Network Services Overview.

Perform a USB Comprehensive Restore for RealPresence Collaboration Server 1800

You can use a USB flash drive to perform a comprehensive restore for the RealPresence Collaboration Server.

Task

1 Insert the USB flash drive that is included with the system into either of the two USB ports on the back panel of your

workstation.

2 Do either of the following:

• In Windows XP, the Polycom Documentation option is automatically selected. Select OK.

• In Windows 7, select Open Folder to view files using Windows Explorer.

3 Double-click the index.hta file.

4 In the Language Menu window, click the hyperlink for the required documentation language.

5 In the Polycom End User Licenses Agreement window, read the agreement and select the Accept Agreement button.

6 In the Product Type Selection window, select RealPresence Collaboration Server 1800.

7 Under the Support Utilities, select Restore to Factory Defaults.

8 Optional: In Restore to Factory Defaults window, select LAN Configuration and configure the following:

• Control Unit IP Address

• Subnet Mask

• Default Router IP Address

This configures the system to the local network so the administrator can access the RMX Web Client from the local
workstation when the system restarts.

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If you skip this step, you can configure these settings later using the LAN Configuration Utility included on the USB
flash drive.

9 Remove the USB flash drive from the workstation.

10 Power off and then power on the RealPresence Collaboration Server 1800.

Following system restart, follow the instructions in Modifying the Default IP Network Service and ISDN (audio/video)
Network Services Overview.

Perform a Comprehensive Restore While in Ultra Secure Mode

When the RealPresence Collaboration Server is in Ultra Secure Mode, restoring RealPresence Collaboration Servers
1800, 2000, and 4000 using the USB port can be used to set it back to its factory default settings, if for any combination of
factors the system becomes unstable or unmanageable.

Task

1 Backup the Configuration Files.

2 Configure a workstation for Direct Connection.

3 Connect to the RealPresence Collaboration Server and the workstation using a LAN cable.

4 Into the RealPresence Collaboration Server's USB port, insert a USB flash drive containing a file named

RestoreToFactoryDefault.txt and also containing a lan.cfg file.

Note: Don't insert a USB flash drive containing a file named RestoreToFactoryDefault.txt if the USB flash drive

doesn't also contain a lan.cfg file.

5 Restart the RealPresence Collaboration Server.

Go to Step 9 on page 23 if it's not a RealPresence Collaboration Server 4000.

6 For RealPresence Collaboration Server 4000, insert a USB flash drive containing a file named lan.cfg file only into the

USB port.

7 Restart the RealPresence Collaboration Server 4000.

8 From the workstation, connect to the RealPresence Collaboration Server 4000's Alternate Management Network.

9 Apply the Product Activation Key.

10 Unplug the USB flash drive.

11 Restart the RealPresence Collaboration Server.

12 Restore the System Configuration from the backup by applying the backup files created in procedure step 1.

13 Restart the RealPresence Collaboration Server. (If the RealPresence Collaboration Server is unresponsive after these

procedures a further restart may be necessary.)

14 Enable Secured Communication and reapply the Certification procedures.

Hardware Monitoring

For the of the RealPresence Collaboration Server, 1800, 2000, and 4000, use the Hardware Monitor option to monitor the
status and properties of MCU hardware components.

Related Links

How Administrators Are Informed of Any Security Anomalies (Including Data Breaches) on page 27

System Flags

In general, configure the RealPresence Collaboration Server using the Web Client user interface.

However, if necessary, you can also configure the MCU for specific application and operational needs by adding
RealPresence Collaboration Server system flags and setting them to the required values. While many of the predefined
system flags have corresponding user interface settings, some don’t.

See https://docs.poly.com/bundle/rpcs-ag-8-10/page/t-rpcs-ag-add-a-system-flag.html for how to implement system
flags.

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How Data Subject Rights Are Supported

The following information shows how data subject rights are supported.

Right to Access

A data subject has the right to view and/or obtain a copy of all personal data for a specific data subject.

A copy of any personal data made available to Poly when working with Poly support is available by requesting it from your
Poly support representative.

Related Links

Call Detail Records on page 4
User Management on page 5
Export an Address Book on page 7

Right to Be Informed

What personal data is collected?

See Purposes of Processing Personal Data on page 26.

How is personal data is used?

See Purposes of Processing Personal Data on page 26.

How long is personal data kept?

Any personal data made available when working with Poly support, specific to a support incident, is retained until the
information is requested to be removed by the customer.

Is personal data shared with any third parties and if so, who?

If personal data is made available when working with Poly support, this data may be shared with Poly’s engineering team
(which may include third parties/contractors).

How can a data subject be notified of a data breach?

Data subjects have a right to be notified when their data has been processed without authorization. The product
administrator is able to monitor and identify when certain security anomalies have occurred.

Right to Data Portability

A data subject has the right to receive a copy of all personal data in a commonly used, machine-readable format.

• The address book can be exported in .csv format.

• Audit and log files can be downloaded in plain text format.

• Files configured through the system web interface can be downloaded in plain text format.

Related Links

Retrieve and Save a CDR for Viewing on page 5
Export an Address Book on page 7
Retrieve Logger Diagnostic Files on page 7

Right to Erasure

A data subject has the right to remove all of his or her own personal data. Data subjects may request deletion of their data,
but based on the legal basis the controller employs, deletion may not be feasible in every case.

For details on how to erase customer personal data from the system, see How Personal Data Is Deleted on page 28.

Any personal data made available when working with Poly support, specific to a support incident, is retained until the
information is requested to be removed by the customer.

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Related Links

Comprehensive Restore on page 20
Delete a Participant from the Address Book on page 6
Delete a User on page 6

Right to Rectification

A data subject has the right to make corrections to inaccurate or incomplete personal data.

Personal data specific to device configuration can be edited or updated by the device administrator.

Personal data about specific participants in conferences can’t be edited or updated because the information derives from
the device of origin.

Poly doesn’t manipulate data made available during the support process, so any rectification of inaccuracies of personal
data must be performed by customer directly.

Related Links

User Management on page 5

Right to Object to Processing

Not applicable.

Right to Restrict Processing

Not applicable.

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Purposes of Processing Personal Data

Poly is the processor of customer data while the customer is the data controller. If someone is an individual user, and the
purchase of this product or service has been made by their employer as the customer, all the privacy information relating
to personal data in the following table is subject to their employer’s privacy policies as controller of such personal data.

Refer to the Data Processing section in the Security and Privacy White Paper for your product at https://

www.poly.com/us/en/legal/privacy/products.

26

How Administrators Are Informed of Any Security Anomalies (Including Data Breaches)

How Administrators Are Informed of Any Security Anomalies

Security Anomaly Type Where to Check Recommended Frequency to Check

All access and user activities Log files record user activities and all login

attempts (successful and unsuccessful).

Related Links

Active Alarms on page 8
Hardware Monitoring on page 23

Daily

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How Personal Data Is Deleted

How Customer Personal Data Is Deleted

Data Type Steps to Delete Deletion Method

Contacts

Audit and system log files

• You can delete contacts by performing
a comprehensive restore operation.

• You can delete contacts one by one on
the system web interface.

• Audit and log files are automatically
deleted by the system (oldest first)
when the system reaches the auditor
event file limit of 30 MB. The device
administrator can configure these
settings.

• You can delete audit and log files by
performing a comprehensive restore
operation.

Related Links

Restoring System Defaults for the Hardware Editions on page 19
Delete a User on page 6
Delete a Participant from the Address Book on page 6

Simple delete from database

File delete with overwrite

28

Support

NEED MORE HELP?

poly.com/support

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345 Encinal Street

Santa Cruz, CA 95060

United States

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2023 Poly. All trademarks are the property of their respective owners.

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