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Visual + not transmitting video

Hoyt
Visitor

Visual + not transmitting video

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?

Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Visual + not transmitting video

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.

  • What is the software version used?
  • Was this ever working? If yes what has changed?

 

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.

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
Message 2 of 6
Hoyt
Visitor

Re: Visual + not transmitting video

System Version is 5.9.0.11398

 

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.

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Visual + not transmitting video

Hello @Hoyt 

 

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 

----------------
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.

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

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 6
Hoyt
Visitor

Re: Visual + not transmitting video

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.

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Visual + not transmitting video

Hello @Hoyt 

 

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 <=

 

Best regards

 

Steffen Baier

----------------
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.

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

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 6 of 6