Trio 8800 Visual+ not showing presented content

Occasional Contributor

Trio 8800 Visual+ not showing presented content

Hi,

We have a Trio 8800 with Visual+ running through Office 365 (updated to the latest firmware).

If we have a multi-person conference and someone starts sharing a window or desktop through Skype for Business the shared content does not appear through the Visual+ which keeps on showing just video, other people connected to the conference via machines can see what is being presented and the Trio does indicate that someone is presenting.

If i have a person to person call using Skype for Business to the Trio i can present and the Visual+ shows my content with no issue.

 

Does anyone know what might cause this issue on multi person calls?

 

Thanks

 

Message 1 of 6
5 REPLIES
Polycom Employee & Community Manager

Re: Trio 8800 Visual+ not showing presented content

Hello Richyj,

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In addition could the multi person conference be using VBSS?

 

Jun 15, 2016 Question:Unable to receive content from a Skype for Business 2016 client

Resolution:The RealPresence Trio 8800 does currently not support VBSS. please check => here <= as a workaround


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 2 of 6
Occasional Contributor

Re: Trio 8800 Visual+ not showing presented content

Thanks for the link, i guess i will be returning this equipment.

It does seem strange that Polycom are still selling this equipment for Skype Online when a fairly important feature hasn’t been able to function correctly in over a year.

Message 3 of 6
Polycom Employee & Community Manager

Re: Trio 8800 Visual+ not showing presented content

Hello richyj

Polycom supports standard industry solutions and the adaptation of features outside of this takes time.

 

I am unable to share more information due lack of NDA but suggest you work with your Polycom reseller to get in touch with a Polycom sales engineer.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 4 of 6
Highlighted
Occasional Advisor

Re: Trio 8800 Visual+ not showing presented content

Hi Richy,

 

Check that your Skype4b versions on the machines presenting are up to date, and check which CU is installed on the servers.

 

The complications here are coming from there being two protocols Skype4b can use for sharing the screen, RDP (old) and VBSS (new, much higher frame rate).

http://blog.schertz.name/2015/10/video-based-screen-sharing-in-skype-for-business/

 

Apparently this RDP/VBSS screen sharing negotiation takes a few parties. When you're doing it in a direct point-to-point call the Skype client on the PC queries the Trio to see if it can handle VBSS. The Trio says it can't, so Skype sends it an RDP content stream instead. Everything works.

 

When in a conference call, the Skype server MCU needs to be querying clients to decide if the whole conference will get the VBSS feed or the RDP one. If every client in the call is VBSS capable then the conference will use VBSS. If just one isn't, the conference should fall back to RDP for all participants. One of the recent Skype for Business Server 2015 CU's made this all work properly.

http://blog.schertz.name/2016/06/skype-for-business-vbss-update/

 

If it helps, I have done what you're trying to do and it works. When I join a conference call from two PCs running Skype4b 2016 then the screen share works and is high frame rate. When I then pull one of our Trio 8800's into that call with an existing desktop sharing session running, the content on the PC clients pauses for a second as that fallback happens, then resumes at a much slower frame rate. The Trio does show the content, also at the slower frame rate.

 

If when someone on Skype shares their desktop you're not seeing that on your Trio 8800's, then you need to change some settings. If you're not running the current CU on the servers, start there. Then check the settings Jeff describes in http://blog.schertz.name/2016/06/skype-for-business-vbss-update/

With everything set up properly, the MCU should automatically pick VBSS or RDP depending on which clients are in the call. If you can't get that working you can use those same settings to lock things to RDP org-wide, which will mean it always works with the Trios, but isn't as good as it could be when there are just PCs in the call.

 

In short, no need to return your Polycoms just yet =)

Message 5 of 6
Occasional Contributor

Re: Trio 8800 Visual+ not showing presented content

As an update to this the issues were caused by our firewall.

It seems that despite having the ports listed by MS opened some traffic was still getting blocked.

This only seemed to happen through our Sonicwall and a support call was needed to fix it.

Message 6 of 6