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Trio Visual+ Black Screen of Death?

SOLVED
Valued Contributor

Trio Visual+ Black Screen of Death?

I am having an issue with a Trio/Visual+ where the only output I get on the LCD display is a black background with the video feed in the lower right hand corner of the screen. (See attached photo)

 

When in the black screen state it no longer will display remote participant video or any shared content.  Rebooting the Visual+ will return it to normal function for a period of time but usually within the same day I will find it with the black screen again.

 

I compared the settings with a known good Trio/Visual+ and did not find any obvious differences.

 

The log on the device with the issue does have just over a thousand lines of the following error:

 

1017083122|mr   |4|00|MrProvUploadFileHandler::HandlePut: Error writing -1 read 1024 totals 1129616 -1169

 

Followed by:

 

1017083118|mr   |4|00|MrProvUploadFileHandler::HandlePut: Error tranferring file res 0 8
1017083118|copy |4|00|Configuration of URL failed
1017083118|log  |5|00|Skipped uploading of failed log file because no of failures are > 4 or last upload failed time is < 60 seconds

 

Below are the FW versions for both the Visual+ and Trio.

 

Phone Model RealPresence Trio Visual+

Part Number 3111-66420-001 Rev:A

MAC Address 00:04:F2:FC:AB:5E UC

Software Version 5.4.3.2389    

 

Phone Model RealPresence Trio 8800

Part Number 3111-65290-001 Rev:A

MAC Address 00:04:F2:FC:F4:49

Wi-Fi MAC Address 00:04:F2:FC:F4:4A

Bluetooth MAC Address 00:04:F2:FC:F4:4B

UC Software Version 5.4.3.2389    

 

Anyone experience the same or have any ideas?

6 REPLIES 6
Polycom Employee & Community Manager

Re: Trio Visual+ Black Screen of Death?

Hello Scott1,

welcome to the Polycom Community.

Please ensure the HDMI cable is working.

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 7
Valued Contributor

Re: Trio Visual+ Black Screen of Death?

Thanks for the response.  As stated in the original post:

 

Rebooting the Visual+ will return it to normal function for a period of time but usually within the same day I will find it with the black screen again.

 

The Visual+ will work without issue after a power cycle but at some point I will discover or a user will report that it is no longer working.  When the black screen appears, the self view from the Logitec camera will still display.  I would guess that if the HDMI cord were bad I would not see the self view.

 

The attached picture shows what it looks like.

Message 3 of 7
Polycom Employee & Community Manager

Re: Trio Visual+ Black Screen of Death?

Hello Scott1,

 

I am fully aware but please try and swap the HDMI as I seen this before.

 

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 7
Valued Contributor

Re: Trio Visual+ Black Screen of Death?

HDMI cable was replace with a known good cable and the issue still happens.

Message 5 of 7
Highlighted
Polycom Employee & Community Manager

Re: Trio Visual+ Black Screen of Death?

Hello Scott1,


The next action is to work with SCANSOURCE COMMUNICATIONS to open an RMA.

 

SCANSOURCE COMMUNICATIONS sold this unit back in 29/12/2015

 

Please also consider to purchase the relevant per device LYNC license from Polycom for all units that you have as explained => here <=

 

The units you have purchased are SIP and not LYNC / Skype for Business SKU so an additional license is required.

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 7
Valued Contributor

Re: Trio Visual+ Black Screen of Death?

RMA is in progress. Thanks for the heads up on the licenses.

 

I confirmed with our local Polycom rep that we were not appropriately licenced on 2x Trios.  Just waiting on the purchase to clear for those.  The other three all end in -018 or -019.

Message 7 of 7