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Trio 8300 and RealPresence Trio Visual +

SOLVED
Flerwan
Occasional Contributor

Trio 8300 and RealPresence Trio Visual +

Hello, 

 

Is the Visual+ accessory intented to function with Trio8300 ? 
-I successfully paired Trio8300 with RealPresence visual+

-HDMI is connected from Visual+ accessory to HDMI screen

-USB Camera Logitech C930e is connected via USB to Visual+

 

On computer screen I can see the custom wallpaper, the IP Adress and the SIP line name, but camera is not appearing and I have a black screen on call.

 

Visual+ version is : 5.4.0.12197 

Trio8300 version is : 7.0.0.4316

Do I have to update the visual+ ? If so, how must updating be done ? 
I went through the visual+ web ui but there are no option to point to a provisionning server.

Would appreciate any help,

 

Thank you.

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Trio 8300 and RealPresence Trio Visual +

Hello @Flerwan ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

 

For your new question I can only outline our FAQ:

 

Dec 04, 2015 Question:How can I provision/upgrade the software via USB for the Poly Trio, CCX and/or Visual+?

Resolution: Please check this post => here <=

 

Usually, the Visual+ gets updated via the Trio but as the software is already so different this may fail.


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

View solution in original post

Message 2 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Trio 8300 and RealPresence Trio Visual +

Hello @Flerwan ,

Welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

 

For your new question I can only outline our FAQ:

 

Dec 04, 2015 Question:How can I provision/upgrade the software via USB for the Poly Trio, CCX and/or Visual+?

Resolution: Please check this post => here <=

 

Usually, the Visual+ gets updated via the Trio but as the software is already so different this may fail.


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

View solution in original post

Message 2 of 5
LKVer
Valued Contributor

Re: Trio 8300 and RealPresence Trio Visual +

Hi @Flerwan 

 

Yes, it would be the best to update Visual+. In such cases it's best if you refer to Release Notes first. Those contain useful info and it's the same for your questions.

- Visual+ is on a supported accessories list

- Logitech C930e camera is not listed as compatible accessory anymore (at least officially)

- Polycom EagleEye IV USB camera is not officially supported with Trio8300 (this may be useful for someone)

- There is an update procedure for Visual+ and it mentions that Trio8300 package does not contain firmware for V+

 

So please refer to Release Notes:

https://support.polycom.com/content/dam/polycom-support/products/voice/realpresence-trio/release-not... 

 

Cheers

Lukasz

Message 3 of 5
Flerwan
Occasional Contributor

Re: Trio 8300 and RealPresence Trio Visual +

Hello @LKVer, 

 

I have applied the above tutorial to update the Visual+ via USB stick.

The package that I downloaded is called "Poly Trio 8300 7.0.0.4316 – includes Poly Trio Visual+ Software" and it allowed me to update both the Trio8300 and the Visual+.

 

I noticed that the C930e is not working with the system, I now have the callee video but as the caller, the video from C930e is not available, I had an error message "C930e is not available with this trio configuration"

Visual+ updating roughly took about 20 minutes.

My problem is now solved but I need to get another camera. 
I will check for a compatibility list and get a new one.


Thank you for your support 

 

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Trio 8300 and RealPresence Trio Visual +

Hello @Flerwan ,

 

I updated the FAQ as well to reflect the latest information:

 

May 15, 2017 Question: Can I use another USB camera with Poly Trio Visual+?

Resolution:See below table

Camera Trio 8800 Trio 8500 Trio 8300 Trio C60
Logitech C930 5.4.0 or later 5.5.2 or later N/A Visual+ or VisualPro unsupported
EagleEye USB IV 5.5.3 or later 5.8.0 or later N/A Visual+ or VisualPro unsupported
EagleEye Mini 5.7.1 or later 5.7.1 or later 5.9.1 AA or later Visual+ or VisualPro unsupported
EagleEye Cube USB 5.9.0 AB or later 5.9.0 AB or later 5.9.1 AA or later

Visual+ or VisualPro unsupported

 

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 5 of 5