Plantronics + Polycom. Now together as Poly Logo

Webcam drops camera feed after 30 minutes

Occasional Visitor

Webcam drops camera feed after 30 minutes



We have some of our users reporting issues where the camera feed from a Skype for business meeting drops if the meeting is longer than 30 minutes. The call is still active and everyone one can still communicate with each other but cannot see each other. The RealPresence Trio 8800 is on firmware version  

Message 1 of 2
Polycom Employee & Community Manager

Re: Webcam drops camera feed after 30 minutes

Hello @JDPallett ,


welcome to the Polycom Community.

First of all I suggest to upgrade to a currently supported software version. This is at present UC Software Rev AC


The next step would be a support 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 providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

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