• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Locked

‎02-22-2019 04:03 AM

HP Recommended

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

 

app (1).log
1 REPLY 1

‎02-22-2019 05:06 AM

HP Recommended

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.

Didn't find what you were looking for? Ask the community

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.