RealPresence Outbound Video - Far site can't see me

I can connect to the far site and can see and hear them but they can only hear me. I am using the latest version of RealPresence Desktop (Windows) and they are using an HDX4000. The calls are H.323. The far site has encryption "When Available". 

Any ideas on why the video isn't going through? Stats say 0 packet loss.

Thanks!