We have a Trio 8800 with a Visual + connecting an Eagle Eye IV USB camera. The camera is displaying real time video on the local Projector in our conference room, attendees in Zoom are seeing frozen video that updates every 30-45 seconds. Up to date on software on the trio 8800. I have even when in and allowed communication to the visual + on the firewall to remove that from the equation. Any ideas on why we are not getting video broadcast?
Hello @Hoyt ,
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.
The next step would be to get this into support.
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.
System Version is 184.108.40.20698
The system had been working over the last weekend and no video issues as of 4/1/2021.
I have our network team running some packet inspections to see what is going on.
Will the visual + be sending the feed via it's IP or does it link the data to the polycom 8800 to merge the video and audio and the full connection be coming from the 8800's IP? This may help in tracking down where the disconnect is.
5.9.0 is not a supported release. 7.0.2 is currently the latest or go back to 5.9.5
The Trio itself does everything.
Replied via a mobile device
Would you be able to tell me what protocol the data is transmitted in? I have been monitoring the packets from the devices to the multicast IP 224.x.x.xx9 however they are not being received. I am trying to narrow down what I need to try and clear on both the firewall and the switches. I have read in a couple of forum posts that UniFi equipment doesn't always play nice with broadcast equipment.
from our Voice FAQ (The Trio is classed as a voice product):
Aug 24, 2015 Question:What basic network data is sent and received by a Poly phone?
Resolution: Please check this post => here <=