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Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello,

 

here are the needed information:

 

UCS: 5.5.2.11217

We are using Skype for Business (O365)

4 REPLIES 4
HP Recommended

Hello,

 

I have 2 Polycom Trio 8800. If I call from one to the other, the video is freezing, then an error occurs and after some time the trio visual+ (small black box) reboots. The audio is fine. This happens on the called and also on the caller site. I need help asap.

 

Thank you.

 

HP Recommended

Hello @deec,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC / Skype for Business server.

If LYNC or Skype please provide Version details and if these are on premise of off premise

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

If you require urgent assistance please work with your reseller.


End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hello @deec,

The Skype for Business FAQ (where I will move this post) has a post here:

 

Jan 16, 2018 Question:Why does Skype for Business online upgrade / downgrade a Polycom phone software?

Resolution:This can be disabled as shown => here <=

 

The current official latest software is 5.5.3.3441_AA and unfortunately Microsoft is still hosting a software that was withdrawn by Polycom.

 

The one prior is 5.5.2.11391_AE

 

You must disable the update from the O365 server and use a currently supported version.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hello all,

 

this is a known issue using some monitors with a higher resolution than 1920.

 

Please get this into Polycom support if you have the same issue and quote 1-7526080223 / VESC-8128

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.