Plantronics + Polycom. Now together as Poly Logo

RealPresence Visual+ Trio 8800 lagging on screen

Occasional Visitor

RealPresence Visual+ Trio 8800 lagging on screen

hi everyone, 

 

we are trying to setup our Trio system (Realpresence Visual+) which so far has been going along fine and it is connected and working.however when we share content from a laptop, we notice on the TV it is connected to, it is choppy and lags about 3 seconds behind with what is being displayed on the laptop.People connected into the meeting via S4B dont see the lag either, its just the TV in the room this is happening with

 

i've seen a forum post from a while back (comment below from Polycom) with someone having the same issue and their response was:

 

The performance of the RealPresence Trio content sharing over Microsoft Lync or Skype for Business is designed for static and semi-static content such as PowerPoint, Excel documents, standard PDF, etc. The content is limited to a maximum of 5 frames per second (fps). A low framerate will cause content sharing of full motion video, quick screen refresh, fast scrolling and quick mouse movement to appear choppy and slow. Content sharing performance of the RealPresence Trio is on par with that of the receiving Microsoft Lync or Skype for Business desktop client.

 

does anyone know if this issue has been resolved or know why this is happening?

 

Background Info:

We are using Skype for Business.

We are signing into the Trio as a meeting room we have setup within Exchange/linked with a S4B sip address and enterprise voice number

The Trio has had a update to 5.7.2 recently which has not helped with the issue

 

I am a beginner in this so if i have missed any info, please let me know

 

thank you in advance!

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: RealPresence Visual+ Trio 8800 lagging on screen

Hello @HymansIT,

 

welcome to the Polycom Community.


The quoted text was updated:

 

Feb 16, 2016 Question:What type of content sharing experience should I expect of the Polycom  Visual+?

Resolution:

The original performance of the Polycom Trio content sharing over Microsoft Lync or Skype for Business is designed for static and semi-static content such as PowerPoint, Excel documents, standard PDF, etc. The content was limited to a maximum of 5 frames per second (fps). A low framerate would cause content sharing of full motion video, quick screen refresh, fast scrolling and quick mouse movement to appear choppy and slow. Content sharing performance of the Polycom Trio was on par with that of the receiving Microsoft Lync or Skype for Business desktop client. 

  • UC Software 5.5.3 added VBSS receive capabilities to this.
  • UC Software 5.7.1 Rev AB in combination with a RealPresence GroupSeries added VBSS send / transmit capabilities

We would need to understand what kind of clients are trying to send data to the Trio.

 

 

 

  • Are any of these MAC clients as this would switch back to RDP rather than VBSS
  • Are any of these Web Sessions as this would switch back to RDP rather than VBSS

 

Most likely this would need to come into support so we can analyze this.


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

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

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

If the unit is no longer within 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

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 6
Occasional Visitor

Re: RealPresence Visual+ Trio 8800 lagging on screen

Hi Steffen

 

Thanks for the reply

 

Sorry could you clarify what you mean by MAC clients and Web Sessions please? Sorry bit of a beginner for this equipment we have and its terminology :)

 

Thank you!

 

 

Message 3 of 6
Polycom Employee & Community Manager

Re: RealPresence Visual+ Trio 8800 lagging on screen

Hello @HymansIT,

 

MAC Client aka Lync or Skype for Business for Mac or join an AVMCU call via the Web Browser ?

 

As stated most likely need to come into support.


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 4 of 6
Occasional Visitor

Re: RealPresence Visual+ Trio 8800 lagging on screen

We are using Skype for business on Windows 10 laptops

 

No web browser being used

 

Hope this helps!

Message 5 of 6
Polycom Employee & Community Manager

Re: RealPresence Visual+ Trio 8800 lagging on screen

Hello @HymansIT,

 

As already outlined this needs to come into support.


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

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

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

If the unit is no longer within 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

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 6 of 6