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Share Content Polycom RealPresence Trio 8800 / Visual+

SOLVED
A. Fü.
Occasional Contributor

Share Content Polycom RealPresence Trio 8800 / Visual+

Hello, 

 

It seems that sharing content when creating a meeting with SfB is not working at all. I saw that it seems to be not supported for powerpoint files and whiteboard: https://community.polycom.com/t5/Skype-for-Business/Trio-8800-Will-not-show-shared-content-from-S4B/... ; however, the sharing of the desktop or a single window should work if I am not mistaken? 

The behavior is the same, that the actual video from the camera remains visible, whereas the shared content (eg. the desktop) is not visible on the screen connected to the Visual+. Although this is working in a single peer to peer call. 

 

Could you please give me an update on this, as this is really diminishing the usability of this product within an enterprise environment. 

 

Thank you and many regards

Message 1 of 9
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Hello @A. Fü.,

 

  • So you are stating that P2P calls are fine ?
  • Is this VBSS or RDP sharing aka what Skype for Business clients are you using?
  • Is this some kind of Hybrid Setup aka Skype for Business on Premise / LYNC and O365?

I suggest this needs to get into support as if I correctly understand you P2P is working so there is no other configuration required.

 

This sounds a bit like an issue I dealt with but to verify we need some logs etc. Please mention  VESC-8250 with your reseller when opening the ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

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

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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

View solution in original post

Message 6 of 9
8 REPLIES 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Hello @A. Fü.,

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.

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

 

Content sharing should work both in a P2P or in a conference. Simply check this => here <= as an example.


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 Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 9
A. Fü.
Occasional Contributor

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Hello Steffen, 

 

thank you for the quick answer. The current UCSoftwareversion is: 5.5.3.3517 . 

 

Thanks and many regards

Alex

Message 3 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Hello @A. Fü.,

Did this fix your issue or do you still have an issue?

If this is a new unit simply raise a case.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

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

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 4 of 9
A. Fü.
Occasional Contributor

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Hello Steffen, 

 

the issue is still persistent, as during a meeting created in MS Outlook, or when the meet now feature is chosen, no content is being presented on the screen connected with the Visual+. Every other participant can see the presented Desktop or application, however on the Visual+ only the Video from the camera is being displayed. According to the linked thread it seems to me that this is not an issue what can be ''solved'' with basic user guides, if I am not mistaken? 

To sum up: 

 

Peer to Peer A/V Call: Content Sharing is working fine, eg. Desktop sharing and Window sharing (Ppt's are not working)

 

Conference A/V : Only video from the camera is being displayed, no content presented at all. 

 

Many regards

Alex

Message 5 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Hello @A. Fü.,

 

  • So you are stating that P2P calls are fine ?
  • Is this VBSS or RDP sharing aka what Skype for Business clients are you using?
  • Is this some kind of Hybrid Setup aka Skype for Business on Premise / LYNC and O365?

I suggest this needs to get into support as if I correctly understand you P2P is working so there is no other configuration required.

 

This sounds a bit like an issue I dealt with but to verify we need some logs etc. Please mention  VESC-8250 with your reseller when opening the ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

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

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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

View solution in original post

Message 6 of 9
A. Fü.
Occasional Contributor

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Thank you, I will get in touch with my reseller. It might have indeed have to do with our setup. 

 

Many regards

Message 7 of 9
razvan
Visitor

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

Hi,

I am facing the same issue here. 

I am using a Polycom Trio 8800 device paired with Visual+ (Software version: 5.5.3 3517). In a P2P call the content sharing is working fine, but in a conference call (polycom device and 2 or more participants) no content is presented on the Polycom screen, only the other participants can see the shared content.

Any suggestions?

Thank you.

Message 8 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Share Content Polycom RealPresence Trio 8800 / Visual+

As already explained to the original poster please raise this via support

Replied via a mobile device
----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 9 of 9