No Shared Screen shown using RealConnect

[XexeX]

I'm using Polycom Group 500 and RealConnect for Teams. when someone shared their screen from MS Teams app, I can't see the content on Polycom Group 500, but I can see it on iPad using Teams app.

How can I see the shared screen on Polycom?

[SteffenBaierUK]

Hello @XexeX ,

Welcome to the Poly Community.

It would be good to get some details about the software versions being used and if this ever worked before or not.

The only way to get an official answer is raising a ticket with Poly support if no other volunteer has anything to comment.

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

Best Regards

Steffen Baier

[XexeX]

Hi Steffen ,

We're using Group 500 + Zoom + H.323 connector as VC solution right now, we're evaluating Group 500 + Teams + RealConnect to replace Zoom. It's a big problem if we cannot see the shared content using RealConnect.

• Polycom RealPresence Group 500
  • H/W v20
  • Software: Release – 6.1.7.2-510016
• Microsoft Teams v1.3
• Internet Speed 100M Upload and Download.

[Adam in DC]

I'm just another user - but I can tell you that RealConnect passes along shared screens.  

If I were guessing, and I am, I would guess that this is some kind of config issue.  Maybe DNS.  Maybe Firewall.  Something is blocking something.  

Also - is it paired with a Touch Panel?  If you start up a test call - play with the display config settings.  1TV or 2TVs?  There are many simple ways that something like this can go sideways.  Good luck.  

[mbadgujar]

Try Enabling NAT on your GS.
It may fix the content issue
Check the attached image for ref.

[XexeX]

tried but no luck, I've tried to moved the group 500 in front of firewall too.

I can only see the camera of participant but not the shared content.

[Diego Triana]

If the Call has Video and audio, but no Content, it could be related to ports blocked, it would be worth to check the below links and verify any ruling in the network. 

https://rc-docs.plcm.vc/docs/prerequisites

https://documents.polycom.com/bundle/rpgs-ag-6-2-0/page/r-rpgs-ag-connections-to-systems.html

A network capture could help to find wheter there is some ruling tearing content down.

https://knowledgebase-iframe.polycom.com/kb/viewContent.do?externalId=16654

You may also consider upgrading your system to latest 6.2 SW If you’re manually upgrading the RealPresence Group Series system using the system web interface and the current software version is lower than 6.2.0.2, you must first upgrade to 6.2.0.2 and then upgrade to 6.2.2.2.

https://support.polycom.com/content/dam/polycom-support/products/telepresence-and-video/group-series...

If you would like to receive Technical assistance you may open a Service Request via webportal if the unit is covered by Poly or via your Poly Authorized Partner

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?externalId=32629

Hope it helps!

[XexeX]

I'm not sure because I've already placed Group 500 in front of firewall. I can see the content when using Zoom + H.323 connector.

Here's the photo I've just taken. I share the whiteboard from Teams but not shown on TV using RealConnect

[Adam in DC]

Is this issue with any shared screen, or have you only tested it with the Whiteboard?

[XexeX]

Yes, both whiteboard and shared screen