Plantronics + Polycom. Now together as Poly Logo

Zoom calls video freezing at one site

MR Robot
Occasional Visitor

Zoom calls video freezing at one site

Trio8800 with Software

Visual Pro with software 6.2.1-540239


Hi there,

We are experiencing an issue whereby after ~30 minutes of being connected to a Zoom call with multiple other parties, the video we see from the other users freezes. This only happens on our side (all other parties can still see us) and audio continues to function. We have been able to repeat this behaviour during testing. We have been running packet captures on the firewall and local LAN and cannot see any issues, and also changed the network config so that these devices go out our backup WAN connection to ensure it was not a bandwidth issue. We have also compared the configurations of the Trio and Vpro to that of all te other sites to ensure it is the same. What we did discover is that during the freeze, if we have one of the remote parties drop of the call, video resumes as normal and conftinues to work. This led us to suspect a resource issue on the Trio. What we did notice during initial testing while gathering logs (and also has appeared on the Trio screen) was a low memory warning that appears quite frequently throughout the logs. We have Skype for business configured as line 1 and Zoom as line 2. Is there any way to remove S4B as an application to test if this alleviates the low memory issue and/ or perhaps any other settings, parameters, tests I should be looking at to diagnose this issue?

Message 1 of 2
Polycom Employee & Community Manager

Re: Zoom calls video freezing at one site

Hello @MR Robot ,


Welcome to the Poly Community.


I suggest you upgrade to Trio UC Software 5.9.1 Rev AB and GroupSeries 6.2.2 and re-test.


The next step then would be to open a ticket with support.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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. All posts and words are my own & do not represent the views of Employer.


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 2