Plantronics + Polycom. Now together as Poly Logo

Polycom Trio 8800/Viusal +, audio/video problem

Highlighted
Occasional Contributor

Polycom Trio 8800/Viusal +, audio/video problem

Hi,

 

- Phone Version: 5.8.0.15024

- Phone Model: RealPresence Trio 8800 / Visual+

- Call platform: Skype for Business

- MAC address is 64:16:7F:4F:BF:91

 

We have problem with Polycom Trio 8800 in our office in USA, more specific Texas, Krum. In every day communication we have problems with lost sound and video. Video sometimes comes back, but as for sound, we need to hang over and call them again (we have the same equipment on four other locations). And the most interesting part is that we can hear them but they can’t hear us. This is the big problem for us. In attachment is the log file from our Polycom device. I would appreciate a lot if you can help us with this. Thanks.

P.S. I already contact our offical suport ( on your sugestions from one of prevus post: "If you require any support please work with SCANSOURCE COMMUNICATIONS who sold this unit in 28/09/2018 as they are your Tier 1 support contact."). I asked them first for help, and they respond to me "This serial number has purchase coverage to go straight to Polycom. Please call Polycom for assistance. Premier - 7800047165 - 1.1...1"

 

Best regards,

Mirko

 

Message 1 of 2
1 REPLY 1
Polycom Employee & Community Manager

Re: Polycom Trio 8800/Viusal +, audio/video problem

Hello @Mirko ,

 

if you have purchased additional support simply call one of our support locations:

 

https://support.polycom.com/content/support/contact-us.html

 

Most likely a network issue where not the relevant priority CoS/QoS/DSCP is not ensured.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 2