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trio 8800 with S4B on Prem problem sharing content

jermlac
Occasional Visitor

trio 8800 with S4B on Prem problem sharing content

In the last few weeks, it appears my Trio 8800 has stopped sharing content.

 

I can make a call with a S4B user however whenever I try ot share content during a call, the Trio just flashes the screen, the TV does not change, and the S4B client says it could not share content.

 

If I am not in a call and try to share content just for in room presentation, the Trio flashes, the TV does not change, and the S4B client says "Stop Sharing Screen" then immediately changes back to a normal chat window.

 

I do not know of any updates that have been applied to the Trio.  How would I begin to troubleshoot this issue?

Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: trio 8800 with S4B on Prem problem sharing content

Hello jermlac,

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 "Read First"

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

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

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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.

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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 4
jermlac
Occasional Visitor

Re: trio 8800 with S4B on Prem problem sharing content

Ah yes, sorry, I should have included that from my notes...

 

We are running UC Software Version 5.4.4.7776

 

 

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: trio 8800 with S4B on Prem problem sharing content

Hello jermlac,

we would need to see this in support. 

 

Btw. the latest version now is 5.4.5.9111

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

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.

 

Simply download the attached file, unzip and then import:

 

Utilities > Import & Export Configuration > Import Configuration

 

Please provide the output to your reseller so they can forward this to Polycom.

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