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Video Dropping in Teams calls

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Occasional Visitor

Video Dropping in Teams calls

As of tonight, all of our Trio 8800 phones have started dropping video when users connect through to an Office 365 teams call.

 

The call will connect and generally display the video, then a few seconds later the video will drop out, though the call stays running and audio continues.

 

Any help debugging would be appreciated.

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Video Dropping in Teams calls

Hello @Melakh ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom or BlueJeans)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
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Occasional Visitor

Re: Video Dropping in Teams calls

Thanks, details below / attached.

 

Provide the exact Software Version of your Phone

5.9.1.10419

 

Provide the Phone Model

Trio 8800

 

Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom or BlueJeans)

Skype for Business Online

 

Provide details if UC / SIP or ObiEdition

UC?

 

Additional Poly Infrastructure (RPRM,PDMS or BToE)

VisualPlus (handlles link to TV and webcam)

 

MAC: 00:04:F2:FF:C3:5F

 

Configs attached.

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Polycom Employee & Community Manager

Re: Video Dropping in Teams calls

Hello @Melakh ,

 

Skype for Business Online does not support Video Calls via the 3PIP gateway into Teams.

 

It may have been working before, but to my personal knowledge, it was never officially supported.

 

I can only suggest you look into RealConnect for Teams in case you want to make Video Calls with a Poly Trio.

 

Please work with a Poly Reseller as this is free until June 2020.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4