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Remote Control pairing?

Highlighted
Advisor

Remote Control pairing?

Hello everyone,

I have the following components in use:

 

Trio 8800
Version: 5.9.2.7727

Trio VisualPro Group 310
Versions: 6.2.2.1-600016

EagleEye 4
EagleEye Producer

Group Series Remote Control

 

I received the remote control afterwards, I would like to use it, apparently it has to be paired for this.
But I don't really find the right instructions for this


https://documents.polycom.com/bundle/rpgs-ag-6-2-2/page/t-rpgs-ag-configure-remote-control-behavior....


In this manual something is mentioned, but I don't have the mentioned menu item at all.

Can anyone help me with this?

 

Best Regards

 

Andreas

Message 1 of 15
14 REPLIES 14
Highlighted
Polycom Employee & Community Manager

Re: Remote Control pairing?

Hello @Andreas_RST 

 

did you check page 5 >here<?

 

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 2 of 15
Highlighted
Advisor

Re: Remote Control pairing?

Hi again Steffen ;),

 

No unfortunately I did not find the page or it was not offered to me anywhere.

I looked at it on page 5. I press the "house" for 5 seconds then the LED's start to light up quickly and I press up and down simultaneously. But I can't do anything with the remote control, no matter which button I press, nothing happens. Is there anything else to do that the remote controll is working?

Message 3 of 15
Highlighted
Polycom Employee & Moderator

Re: Remote Control pairing?

From the Release Notes for the VisualPro:

 

 

 

Message 4 of 15
Highlighted
Advisor

Re: Remote Control pairing?

OK, sorry I didn't find them... ;(

unfortunately our partner is not the best or we are not well looked after...

 

So the remote control send signals and the visualpro is receiving but why but why can't I control it? Neither on nor off works, controlling the camera is not possible either.

Message 5 of 15
Highlighted
Polycom Employee & Moderator

Re: Remote Control pairing?

I had missed the fact the question was around controlling the EE Producer.  I need to reach out to someone else about that.

Message 6 of 15
Highlighted
Advisor

Re: Remote Control pairing?

Were you able to find out anything yet?

Message 7 of 15
Highlighted
Polycom Employee & Community Manager

Re: Remote Control pairing?

Hello @Andreas_RST 

 

due to the current crisis access to testing is limited.

 

I suggest opening an official ticket so we can track this within our service organisation.

 

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
Tags (1)
Message 8 of 15
Highlighted
Advisor

Re: Remote Control pairing?

Can I as an end customer open a ticket at all? I think that has to be done by the partner, right?

Message 9 of 15
Highlighted
Polycom Employee & Community Manager

Re: Remote Control pairing?

Hello @Andreas_RST 

 

during the crisis, you may be able but officially it should come via the Partner. If you post the serial I can check who we sold this via.

 

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 10 of 15