G7500 - Can't see far-end content share - Poly mode - 3.12

[Anonymous]

Hello, my name is Victor. Nice to meet you all!

When I share content through an HDMI cable connected to the device, other call participants can see my screen. I also view my content locally on the display.

However, when a participant shares the content, everyone on the call sees less of me in the room.

It changes the layout to receive a presentation, but there is no data being transmitted.

I made an H323 call to a Cisco device, a Teams meeting with RealConnect and another Poly. All with the same symptom.

It happened suddenly from one week to the next. Users started reporting.

Is there any possibility that it was because of the 3.12 update?

How do I check if it's a network issue? In the meantime, I asked my network administrator to verify that the following ports are open:

H.323	1719	UDP	H.255 RAS Signaling
1720	TCP	Q.931 Signaling
10001-13000	TCP	H.245 Signaling
20002-30001	UDP	Audio/Video/H.239 Content Sharing

From what I went over the log "message.0", it only indicates that it received data normally and the screen transmission confirmation from the other end.

Any tips or guidance is appreciated, thanks in advance!

[SteffenBaierUK]

Hello @VictorHDO ,

Your post ended up in the Spam Filter so it was moved here. 

To release this one of us volunteers has to check this as this is an automatic process of the community software used to host this board. There is no need to raise this as abuse as this is a manual job one of the volunteers has to do.

If this used to work simply downgrade to 3.11 as an example. The links to older versions are within the latest version annoucenement.

If you can replicate this please open a ticket with our support infrastructure.

Best Regards

Steffen Baier

[Anonymous]

Thanks Steffen for your response and attention. 

I'll be opening a ticket today with the technical support from Poly.

If someone else currently has the same problem, be free to comment and share experiences.

I hope that soon it is going to be fixed. 

[Anonymous]

Hi there,

We have the exactly same issue for our company, just checking if your issue has been fixed? Any advise will be really appreciate.

[SteffenBaierUK]

Hello @Will_ABC ,

Welcome to the Poly Community.

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The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.

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

Best Regards

Steffen Baier