Plantronics + Polycom. Now together as Poly Logo

Trio 8800 SfB screen share lag only with Powerpoint

SOLVED
Highlighted
Visitor

Trio 8800 SfB screen share lag only with Powerpoint

Hi,

 

Really strange issue.   Runnning 5.5.3.3517 in a Skype for Business environment.    In general the Trio 8800 with the Visual+ works great.   The clients are using VBSS to screen share in the Skype meeting and performance is very good.   I can play a video.  But...I had users tell me they experience a great deal of lag when doing a slide presentation, which is 95% of use case in an online meeting.   The client is a Mac running both very up to date OS X and Office.   What I discovered was if the user advances the slide by clicking the mouse/track pad everything is fine, but if they use an arrow key to advance the slide there can be a 15-30 sec delay before the slide advances in the meeting.  I cannot reproduce this on a Windows machine, but happens every time on a Mac.  If I run a Skype meeting without the Trio/Visual+ there is no lag using either method to advance the slide.  It is as if the Trio/visual+ have a hard time "seeing" the arrow click?

drew

Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: Trio 8800 SfB screen share lag only with Powerpoint

Hello @Drew217,

welcome to the Polycom Community.

I suggest you test this with the current UC Software 5.5.4 and then open a ticket.

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 please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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 9
Visitor

Re: Trio 8800 SfB screen share lag only with Powerpoint

thank you Steffen.  I will apply the upgrade and give it a try.

00:04:F2:FF:7C:FA

 

Drew

Message 3 of 9
Polycom Employee & Community Manager

Re: Trio 8800 SfB screen share lag only with Powerpoint

Hello @Drew217,

SCANSOURCE COMMUNICATIONS sold this unit 26/12/2016 so it is a couple of month out of warranty.

 

I suggest you work with them as we have different service offerings for devices out of warranty.


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 9
Visitor

Re: Trio 8800 SfB screen share lag only with Powerpoint

no joy after the upgrade.   Works great as long as you click the screen via touchpad, but if you use arrow keys or return key there can be significant lag for the slide to update in the meeting.    I purchased through a reseller who no longer can sell the product.  Not sure who to reach out to for support.   I have started units purchasing online.   I have 16 of these setups.  

 

Thanks,

drew

Message 5 of 9
Polycom Employee & Community Manager

Re: Trio 8800 SfB screen share lag only with Powerpoint

Hello Drew,

As explained Scansource is the reseller who can help you.

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 9
Visitor

Re: Trio 8800 SfB screen share lag only with Powerpoint

I appreciate your response.    I will reach out to support.

 

Drew

Message 7 of 9
Visitor

Re: Trio 8800 SfB screen share lag only with Powerpoint

Just wanted to follow-up.  This is NOT a Polycom issue, but a SfB issue on the Mac

 

Drew

Message 8 of 9
Frequent Advisor

Re: Trio 8800 SfB screen share lag only with Powerpoint

If you are running Skype on premise, then you probably aren't connecting with Vbss, but instead it's RDP.  The Skype for Business Mac client wont support on-premise VBSS until CU12 is released in the next month or so, on the server side.

Message 9 of 9