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Video freezing when communicating with regular Skype users

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Occasional Contributor

Video freezing when communicating with regular Skype users

Just got a RealPresence Trio 8800, running  latest firmware.

Logged in on the the trio as  SFB (Skype for Business) user, when communicating with other SFB users everything is fine but when communicating with regular Skype users my video (my video at the other end) freezes exactly 10 seconds, audio still functions as normal.

I tried down grading the firmware but they all are doing the same. Any suggestions will be helpful.

 

Thanks

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

Re: Video freezing when communicating with regular Skype users

Hello ABS,

welcome to the Polycom Community.

 

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.

 

Do you mean calls between Consumer Skype and Skype for Business?

 

If yes I do not believe this is currently supported.

 

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

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.

 

Please mention 1-5041136801 / ENH-2673 when opening the ticket

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

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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 Contributor

Re: Video freezing when communicating with regular Skype users

Currently runing firmware 5.4.4.7776

Yes, calls betweem me (SFB) and Consumer Skype. So You are saying this isn't supported.

We have a reseller, and they told us it was supported, will contact them for a return.

 

Thanks

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Video freezing when communicating with regular Skype users

Hello ABS,

there are some interoperability issues so we need to get this escalated as already explained. Please go ahead an open a Ticket with Polycom support as already outlined.

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: 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