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Trio Acano Content issue

SOLVED
tspecht
Occasional Visitor

Trio Acano Content issue

moved from => here <= by a moderator

 

Hi all,

 

We have an almost similar problem. When connecting to an Acano VMR, audio/video work OK. But when a participant starts sending content, the Trio recognizes that content is incoming, but doesn't display it.

When I connect with my SfB acount to the Trio point to point, content is visible.

We're using the latest s/w version: 5.4.3.2007

 

Kind regards,

 

Theo

Message 1 of 4
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Trio Acano Content issue

Hello Theo,

welcome to the Polycom Community.

I have moved your post from the one you replied to as the original post dealt with Video and yours deals with content which is different.

 

It could be Acano using Video Based Screen Sharing VBSS which is currently unsupported by the Polycom Real Presence Trio. You may want to work with their support team on this as Polycom has not officially interoperability tested the Acano Platform.

 

If this is not possible you may want to consider to open a Service Ticket so we can double check this.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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. 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

View solution in original post

Message 2 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: Trio Acano Content issue

Hello Theo,

welcome to the Polycom Community.

I have moved your post from the one you replied to as the original post dealt with Video and yours deals with content which is different.

 

It could be Acano using Video Based Screen Sharing VBSS which is currently unsupported by the Polycom Real Presence Trio. You may want to work with their support team on this as Polycom has not officially interoperability tested the Acano Platform.

 

If this is not possible you may want to consider to open a Service Ticket so we can double check this.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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. 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

View solution in original post

Message 2 of 4
tspecht
Occasional Visitor

Re: Trio Acano Content issue

Hi Steffen,

 

Thanks for your reply. I've asked Acano if VBSS is indeed used by their platform.

Will update you when I get an answer.

Raising a support ticket won't be a problem, we're a reseller :)

 

Best regards,

 

Theo

Message 3 of 4
Sean.Stanley66
Regular Advisor

Re: Trio Acano Content issue

Hello,

 

 

Any update on this?  We are looking at Acano and I have a lot of TRIOs in the mix.

 

 

Thanks

Sean

Message 4 of 4