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Can't connect 8800 to Visual+ after update

Occasional Visitor

Can't connect 8800 to Visual+ after update

Hi,

 
I recently upgraded my Polycom 8800 to the Software 5.5.4 Rev AA and as a result the Networked Devices Option is no longer listed.
 
How do I go about pairing it with the Visual+ in the new settings configuration.

Best,
John
Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Can't connect 8800 to Visual+ after update

Hello @John_Doe49,

welcome to the Polycom Community.

I am unsure why an update should "hide" this menu but have you tried a factory restore ?


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Occasional Visitor

Re: Can't connect 8800 to Visual+ after update

 Hi Steffen,

 

The instructions on the Visual+ have the setting at Settings > Networked Devices while after updating it becomes Settings > Wireless Displays

Another part of the problem was that the Polycom needs to be connected via Ethernet (not wifi as mine was) in order to detect the Visual +

Message 3 of 4
Polycom Employee & Community Manager

Re: Can't connect 8800 to Visual+ after update

Hello @John_Doe49,

Again I am unsure what Software version you had prior to the upgrade so things may have changed when using an initial release.

 

In addition I am pretty sure we never supported the Trio on WiFi whilst using an Visual+

 

I suggest for any follow up questions you simply open a ticket.

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

End Customers are unable to open a ticket directly with Polycom support.

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. This may not be who you purchased the Polycom device from.

If the unit is no longer within 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

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 4