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Unable to pair Visual+ to Trio 8800

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Occasional Advisor

Unable to pair Visual+ to Trio 8800

Hi,

 

I've got a Trio that pairs to with the Visual+ device but then states that the unit is not connected.

 

Tried the following:

 

- factory reset on both devices

- firmware update on both devices

- connecting the unit directly to the trio

- using different POE injectors

-changing all possible network settings on both devices

 

Nothing seems to resolve this issue, the visual+ unit just keeps displaying the pairing screen.

the pair button on the Visual+ unit keeps flashing red as well.

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Message 1 of 5
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Polycom Employee & Community Manager

Re: Unable to pair Visual+ to Trio 8800

Hello @DenisF,

welcome to the Polycom Community.

The community's VoIP FAQ contains this post here:

Jul 11, 2014 Question: How can I capture the network traffic of the phone remotely?

Resolution: Please check => here <=


You would need to do this on both the Trio and the Visual+ and check the trace to see if they can talk to each other.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 5
Occasional Advisor

Re: Unable to pair Visual+ to Trio 8800

Hi Steffen,

 

I've done the below with the units paired but not connected and you can see that they do talk to each other. Trio = 10.24.0.153 and visual+ = 10.24.0.155

 

Please see screenshot attached.

 

I'm gonna do another capture while doing the paring process. 

 

I'm however unable to add the viaual+ as a remote destination on wireshark. It seems like this device does not support the feature.

Occasional Advisor

Re: Unable to pair Visual+ to Trio 8800

attached is the trace done while performing the pairing process 

Polycom Employee & Community Manager

Re: Unable to pair Visual+ to Trio 8800

Hello @DenisF,

 

The traffic aka the pairing looks fine from a wireshark perspective but is obviously encrypted. Accompanying logs would have been great.

 

If you are running the latest 5.5.2 AE release then the next step would be a ticket.


The unit was sold by KATHEA COMMUNICATIONS SOLUTIONS PTY LTD back in 03/05/2016 so from our view it is out of warranty.

 

I suggest you contact them as they can also raise a support ticket for you if you purchased the unit at a later date. If this really is older than a year they can open a PPI / Pay Per Incident ticket for you.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
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