• After extensive diagnostics, it was determined that there was an issue with the backplane of slot 1 in the original chassis so only the chassis was replaced.
• The MPM-F card originally in slot 1 which was thought to be the problem was tested and found to be fully functional, all modules including this MPM-F card were migrated to the replacement chassis.
• All settings and reservations that were on the RMX prior to the replacement are present and intact on the replacement chassis.
• There are no active alarms on the replacement chassis nor on any of the modules, the hardware monitor shows normal on all slots, and there are green ready lights across the board on the physical hardware.

• Depending on when the chassis comes in, we are scheduled to start on the swap at 1:00p this Friday (2/17/2012).
• Due to the extensive nature of the swap, we are scheduling the RMX to be down from 1:00p to 11:59p.

• The RMX is scheduled to be down from 3:00p – 7:15p on Monday, 2/13/2012 (there are no scheduled classes on the RMX after 2:45p on this date).

• The scheduled downtime ran over by about an hour (until about 4:05p).
• After extensive diagnostics and troubleshooting, the Polycom engineer has escalated the issue up to the next support level.
• The Polycom engineer is recommending a replacement of the RMX chassis instead of the card due to voltage irregularities on the slot the MPM-F card was in.
• The single 40 connection MPM-F card is still in place and working, so from a user’s perspective, the RMX is functioning the same as before.
• As part of the diagnostics, the software on the RMX was upgraded to 7.0.3 (from 7.0.2), logging into the RMX through the desktop RMX Manager may display a message stating the software on the server has changed, just click OK and it will bring you into the RMX Manager as usual.
• We are currently waiting for contact from the Polycom tier 3 support group.

If you are receiving the software message when logging into the RMX and wish to upgrade your desktop RMX Manager software:

1. Make sure RMX Manager is closed
2. Navigate to http://76.165.208.9 in Internet Explorer
3. Do not log in, instead wait for the Install RMX Manager link to appear all the way to the right in the grey bar below the Polycom | RMX 2000 title bar
4. Click the Install RMX Manager link, click through any prompts

Board of Regents Video Staff will be upgrading the desktop RMX Manager software on the remote access RMX Manager machines over the next few days.

• This attempt is scheduled for 1:00p on 2/7/2012, the RMX is scheduled to be down from 1:00p to 3:00p.
• If the card will not initialize during this two hour time frame, we will return the RMX to the state it was in before the attempt (back to one 40 connection MPM-F card) so the 3:45p classes can be conducted.

• After speaking with after hours tech support we decided the best course of action was to remove the original faulty MPM-F card and not install the replacement, instead we will leave only the single functioning MPM-F card in the RMX until we can work with the engineers to come up with a permanent solution. This will stop the RMX from routing connections to a bad card until a working replacement can be installed.
• From the users’ perspective (including schedulers and monitors), the RMX will have the same functionality as before the original MPM-F card died. The only major technical difference will be the number of possible simultaneous connections, each MPM-F card supports 40 simultaneous connections, since the RMX will be operating on one card for a while, it will have 40 available connections instead of 80 (the most connections at any one time for the Spring 2012 class schedule is 17, so there is plenty of capacity for classes on a single card).
• We will be contacting the support engineers tomorrow (2/6/2012) and will post here when we have more information.

• The RMX will be brought offline at 9:30a Sunday.
• If all goes well, we estimate the RMX to be back in operation by 1:00p Sunday.
• We will post here when we have completed the work and the RMX is again available.

• A replacement MPM-F card has being shipped.
• Depending on when we receive the card and taking the current schedule on the RMX into account – the plan is to swap the card sometime during the day on Sunday or after 3:00p Monday.
• Until the new hardware is in place, there may be issues with connections on the RMX going to the bad card – as a work around, try disconnecting the endpoint, wait about 10 secs and then reconnect (repeat as necessary), this should eventually force the connection to the other card.

• There is a second MPM-F card in the system which appears to be handling the load.
• This issue may cause degraded performance when connecting endpoints to the RMX for video conferences.
• Board of Regents Staff are currently waiting for contact from a support engineer.