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Trio8800 + Group Series - WebEx - 2nd Monitor black screen sometimes...

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Trio8800 + Group Series - WebEx - 2nd Monitor black screen sometimes...

We've found Trio F/W 5.9.1.11135 & Group Series 6.2.2.1-600016 very stable.  No call dropping, no camera reboots/core-dumping and Trio audio is perfect.  However we've noticed about once a week, when someone pushes a presentation to the 2nd Monitor, it is sometimes black.  If they stop presenting and repush, it's still black.  if we hang-up the call, and go-back-in it's still black.  Other pushes from PCs work fine...

 

Today we isolated the failure behavior when someone on a Cell Phone shared the "Portrait" screen of a new APP under development - we got a black screen.  Everyone else at home, or elsewhere, saw the APP screen push but not the folks in the meeting-room with the Trio/GS.

 

After the call, we created a test WebEx call to myself and my Android phone.  I installed the mobile WebEx client and the basics worked fine (audio and video) - but when I shared (say) a JPEG picture from my photo library, ONLY "landscaped" pictures worked/pushed/showed-fine.  If I pushed "portraits" - I got a black screen 100% of the time.

 

If I tilted my phone in landscape at the home page, that pushed.  If I stood-up my phone in portrait and shared my home screen (to the WebEx call), I got a black screen (all the time).

 

Is there known issues with portrait vs landscape screen pushes?  This would make sense why PCs (typically in landscape by default) work fine and tablets and cells (may?) have problems.

 

Yes we can upgrade to the latest but any help to resolve this would be appreciated.

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Polycom Employee & Community Manager

Re: Trio8800 + Group Series - WebEx - 2nd Monitor black screen sometimes...

Hello @langtm ,

Your post ended up in the Spam Filter so I moved this here.

 

To set your own expectations, if you require official support please raise this via your Poly reseller.


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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


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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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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
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