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RealPresence Trio Visual+ keeps rebooting

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Occasional Advisor

RealPresence Trio Visual+ keeps rebooting

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.

Message 1 of 12
11 REPLIES 11
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Polycom Employee & Community Manager

Re: RealPresence Trio Visual+ keeps rebooting

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

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

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 12
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Occasional Advisor

Re: RealPresence Trio Visual+ keeps rebooting

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

 

MAC Address for Visual+ :0004f2fd1d45

Console : 0004f2fd52b1

 

 

Message 3 of 12
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Polycom Employee & Community Manager

Re: RealPresence Trio Visual+ keeps rebooting

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

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

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 12
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Occasional Advisor

Re: RealPresence Trio Visual+ keeps rebooting

Thanks for the support, Attached are the logs.

 

Please let me know if require any other information.

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Polycom Employee & Community Manager

Re: RealPresence Trio Visual+ keeps rebooting

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

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

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 12
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Occasional Advisor

Re: RealPresence Trio Visual+ keeps rebooting

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".

Message 7 of 12
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Polycom Employee & Community Manager

Re: RealPresence Trio Visual+ keeps rebooting

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

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

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 8 of 12
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Occasional Advisor

Re: RealPresence Trio Visual+ keeps rebooting

Attached are the logs.

Polycom Employee & Community Manager

Re: RealPresence Trio Visual+ keeps rebooting

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

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

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 10 of 12