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[FAQ] Troubleshoot Video issues on a Polycom Trio

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Polycom Employee & Community Manager

[FAQ] Troubleshoot Video issues on a Polycom Trio

How to utilize the built in Statistics to troubleshoot Video freezing or slow or poor Video.

 

The Polycom Trio has an inbuilt features which allows users to troubleshoot a Video issue by simply checking the Statistics.

 

Lost packets are an example for a bad network.

 

Via the Phone GUI go to the following during a call:

 

  • Settings => Status => Diagnostics => Media Statistic => toggle through menu via Next or Previous

Media_Statistic_01.png

 

The above screen quickly enables a user to identify the used resolution of the Video call. In this example a Skype for Business Client called the Trio.

 

The above statistic will change if for example the Skype for Business client is changed into full screen rather than a small window.

 

Media_Statistic_02.png
Media_Statistic_03.png

 

In addition the connected Visual+ statistics can be seen using Settings => Status => Diagnostics => Networked Devices => Statistics

 

Networked_Device_Statistic_01.pngNetworked_Device_Statistic_02.png

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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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