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Polycom Trio Visual+/Pro Background Image Not Working

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Frequent Advisor

Polycom Trio Visual+/Pro Background Image Not Working

Equipment

Polycom Trio 8800 w/ Visual+

Ploycom Trio 8800 w/ VisualPro

 

Software Versions

Trios and Visual+ - 5.9.0.11421

Updater Signature - Release

VisualPro - 6.1.9.500016

 

I am trying to add a custom image without any success to our Trio+ and Trio Pro. I attached the config file I added to the phones. The URL for that image works when I click on it. I know the link is not broken.

 

When I upload the config file and switch to custom, the background just turns gray. The Polycom logo and text disappear per the config file, but my image is not there.

 

Any suggestions? Thank you.

1 ACCEPTED SOLUTION

Accepted Solutions
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Frequent Advisor

Re: Polycom Trio Visual+/Pro Background Image Not Working

It appears to be working now, and I have no idea what had changed.  :-)

 

Thank you both for your suggestions.

View solution in original post

Message 9 of 9
8 REPLIES 8
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Trusted Contributor

Re: Polycom Trio Visual+/Pro Background Image Not Working

Message 2 of 9
Polycom Employee & Community Manager

Re: Polycom Trio Visual+/Pro Background Image Not Working

Hello @Kevin_A ,


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

As outlined by @mshu  the FAQ Post also contains troubleshooting steps:

 

Apr 5, 2016 Question:Can I customize the background and/or Picture of a Poly Visual+ connected to a Poly Trio?

Resolution: Please check => here <= for details.


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

Best Regards

Steffen Baier

----------------

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 3 of 9
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Frequent Advisor

Re: Polycom Trio Visual+/Pro Background Image Not Working

I meant to link that other post in my post. I search the forum before posting anything. I have done everything that is in there, using a URL for my link instead. 

 

It doesn't work. Not sure if it's a security issue with a cert, but it will not connect to the image.

Message 4 of 9
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Polycom Employee & Community Manager

Re: Polycom Trio Visual+/Pro Background Image Not Working

Hello @Kevin_A ,

 

You have not posted any logs so nobody will be able to comment.


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

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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

----------------

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 5 of 9
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Frequent Advisor

Re: Polycom Trio Visual+/Pro Background Image Not Working

 
Message 6 of 9
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Frequent Advisor

Re: Polycom Trio Visual+/Pro Background Image Not Working


@mshu wrote:

Hi @Kevin_A,

 

you checked this one because of HTTPS?

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=36918&sliceId=1&...

 


This may very well be my issue, too.

 

That digicert, can I get that somewhere, or is that custom to my organization, and I should reach out to my security team?

 

Certs are where my knowledge lacks.  

 

Thank you!

Message 7 of 9
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Polycom Employee & Community Manager

Re: Polycom Trio Visual+/Pro Background Image Not Working

Hello @Kevin_A ,

 

in this specific example provided in our database, it was a DigiCert. I am unaware of what this would be in your case.

 

I am unable to provide support via the community.

 

I suggest you and your network team use a search engine with these keywords:

 

  • wireshark client hello unknown ca error

 

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

Best Regards

Steffen Baier

----------------

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 8 of 9
Highlighted
Frequent Advisor

Re: Polycom Trio Visual+/Pro Background Image Not Working

It appears to be working now, and I have no idea what had changed.  :-)

 

Thank you both for your suggestions.

View solution in original post

Message 9 of 9