• ×
    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.
HP Recommended

moved from => here <= by a moderator

 

Hi all,

 

We have an almost similar problem. When connecting to an Acano VMR, audio/video work OK. But when a participant starts sending content, the Trio recognizes that content is incoming, but doesn't display it.

When I connect with my SfB acount to the Trio point to point, content is visible.

We're using the latest s/w version: 5.4.3.2007

 

Kind regards,

 

Theo

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello Theo,

welcome to the Polycom Community.

I have moved your post from the one you replied to as the original post dealt with Video and yours deals with content which is different.

 

It could be Acano using Video Based Screen Sharing VBSS which is currently unsupported by the Polycom Real Presence Trio. You may want to work with their support team on this as Polycom has not officially interoperability tested the Acano Platform.

 

If this is not possible you may want to consider to open a Service Ticket so we can double check this.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support 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

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

View solution in original post

3 REPLIES 3
HP Recommended

Hello Theo,

welcome to the Polycom Community.

I have moved your post from the one you replied to as the original post dealt with Video and yours deals with content which is different.

 

It could be Acano using Video Based Screen Sharing VBSS which is currently unsupported by the Polycom Real Presence Trio. You may want to work with their support team on this as Polycom has not officially interoperability tested the Acano Platform.

 

If this is not possible you may want to consider to open a Service Ticket so we can double check this.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support 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

------------------------------------------------
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
HP Recommended

Hi Steffen,

 

Thanks for your reply. I've asked Acano if VBSS is indeed used by their platform.

Will update you when I get an answer.

Raising a support ticket won't be a problem, we're a reseller 🙂

 

Best regards,

 

Theo

HP Recommended

Hello,

 

 

Any update on this?  We are looking at Acano and I have a lot of TRIOs in the mix.

 

 

Thanks

Sean

† 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>.