RealPresence Trio 8800 Bluetooth Audio Lag

[Randhir]

we basicaly use trio for  Gotomeeting conferences. 
While trio is connected to Computer thru bluetooth or thru cable, the microphone performance is very bad on conference. 

is there any way to improve the performance ? any recomended settings ?

Trio audio works fine on Sip calls, only on bluetooth/cable connecting  am getting microphone audio lag issues. 

Current software version : 5.4.5.9658

[SteffenBaierUK]

Hello Randhir,

welcome to the Polycom Community.

What do you mean by Audio lag ? Is there a delay or what ? Or is the Audio muffled ? Did you ensure the Microphone being used is the Trio ?

It could be various stuff like NoiseBlock but if you can always reproduce this feel free to get this into support.

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 usually 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.

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

[LaLa land]

Did you ever receive a fix for this issue.  We are trying to use Bluetooth with a Windows 10 PC.  The audio lag between video and audio is quite severe.  Almost a 1-2 second delay.  If we move the audio from the Polycom to the TV speakers, and just use the Trio as the Mic the audio lag is fixed.  When using the Trio for both Mic and speaker the audio lag is severe. 

We also notice a lot of hissing, crackles, and scratches when using the Trio over bluetooth on Windows 10.  Where as on Windows 7 it does not seem to have issues.

[SteffenBaierUK]

Hello

As this was most likely never reported into Polycom support we never had a chance to look at this.

Please escalate this into Polycom support via your Polycom reseller as already outlined in my original reply.

I suggest you start initially with updating your Bluetooth drivers.

Replied via a mobile device

[Randhir · Accepted solution]

Hard reset trio & Updated to 5.9.0.10869Firmware rectified the issue. 

[SteffenBaierUK]

Hello @Randhir ,

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Poly VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check 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