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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
4 REPLIES 4
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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

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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 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.

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Occasional Advisor

Re: Unable to pair Visual+ to Trio 8800

attached is the trace done while performing the pairing process 

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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

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

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