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Polycom Trio 8800/Viusal +, audio/video problem

Occasional Contributor

Polycom Trio 8800/Viusal +, audio/video problem



- Phone Version:

- Phone Model: RealPresence Trio 8800 / Visual+

- Call platform: Skype for Business

- MAC address is 64:16:7F:4F:BF:91


We have problem with Polycom Trio 8800 in our office in USA, more specific Texas, Krum. In every day communication we have problems with lost sound and video. Video sometimes comes back, but as for sound, we need to hang over and call them again (we have the same equipment on four other locations). And the most interesting part is that we can hear them but they can’t hear us. This is the big problem for us. In attachment is the log file from our Polycom device. I would appreciate a lot if you can help us with this. Thanks.

P.S. I already contact our offical suport ( on your sugestions from one of prevus post: "If you require any support please work with SCANSOURCE COMMUNICATIONS who sold this unit in 28/09/2018 as they are your Tier 1 support contact."). I asked them first for help, and they respond to me "This serial number has purchase coverage to go straight to Polycom. Please call Polycom for assistance. Premier - 7800047165 - 1.1...1"


Best regards,



Message 1 of 2
Polycom Employee & Community Manager

Re: Polycom Trio 8800/Viusal +, audio/video problem

Hello @Mirko ,


if you have purchased additional support simply call one of our support locations:


Most likely a network issue where not the relevant priority CoS/QoS/DSCP is not ensured.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 2