RealPresence Trio Visual+ keeps rebooting

[Kully]

I have paired the new Polycom Visual+ and it gives message that successfully paired. After showing desktop wallpaper then give message that Visual+ is rebooting. This is keep going into loops.

I have factory reset both Trio conference unit and visual+.

After factory resetting Visual+ its stays up for 5-10 mins and then starts rebooting again.

Could you please provide solution for this or is it faulty unit.

[SteffenBaierUK]

Hello Kully,

welcome to the Polycom Community.

Are you sure the Visual+ is not simply upgrading its software from the paired Trio?

How long have you left this and what are the MAC addresses of your units?

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

[Kully]

I have left it for 1-2 hrs and its going in cycles.

MAC Address for Visual+ :0004f2fd1d45

Console : 0004f2fd52b1

[SteffenBaierUK]

Hello Kully,

Are you able to get any logs of the Visual+ prior to rebooting and what Software Version is on the Trio itself?

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

[Kully]

Thanks for the support, Attached are the logs.

Please let me know if require any other information.

[SteffenBaierUK]

Hello Kully,

I am more interested in the Visual+ logs.

Just to ensure You are simply pairing the Trio with the Visual+ but you are not loading any configuration onto the Visual+ itself?

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

[Kully]

How can i get visual+ logs?

Also i have noticed from the logs i provided, Camera came with the kit is not working either and its showing in logs that "camera is not compatible".

[SteffenBaierUK]

Hello Kully,

You would connect to the Visual+ IP Address.

To see this IP please go on the Trio to Settings > Status > Networked Devices > Paired Devices

On the Visual+ then simply go to Diagnostics

I am not really sure where you got this Kit from as the Camera should be a Logitech C930

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

[Kully]

Attached are the logs.

[SteffenBaierUK]

Hello Kully,

There is some really weird stuff going on:

000037.927|so   |*|00|Configuration file "devices.cfg" SHA1 digest: CE3DF9F46A8F16AE782C745AF44981BA9FBB4F77
000037.927|cfg  |4|00|Prm|Configuration file(s) statistics: 143 parameters were invalid and could not be interpreted.

I would suggest you follow this guide here:

• => here <= and reset the Visual+
• Then use a USB Stick and follow this guide => here <= to provision the Visual+

Best Regards

Steffen Baier

Polycom Global Services