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RealPresence Trio 8800 Bluetooth Audio Lag

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Occasional Advisor

RealPresence Trio 8800 Bluetooth Audio Lag

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


Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
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Occasional Advisor

Re: RealPresence Trio 8800 Bluetooth Audio Lag

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

View solution in original post

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

Re: RealPresence Trio 8800 Bluetooth Audio Lag

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

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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
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Occasional Visitor

Re: RealPresence Trio 8800 Bluetooth Audio Lag

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.

Message 3 of 6
Polycom Employee & Community Manager

Re: RealPresence Trio 8800 Bluetooth Audio Lag

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
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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.

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

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
Highlighted
Occasional Advisor

Re: RealPresence Trio 8800 Bluetooth Audio Lag

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

View solution in original post

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: RealPresence Trio 8800 Bluetooth Audio Lag

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

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