Trio 8800 Visual with Logitech Camera C930e not showing anything in self view

[Anonymous]

Hi,

We have new Polycom Realpresence Trio8800 paired with Visual+ attached to a Logitech 930e webcam.

But the self-view and video is not showing anything but a white box in the right bottom corner of the display. The white box itself is out from the display frame. See picture attached. Please let us know how to make this camera working.

UC Software Version 5.4.5.9188

Thanks.

[SteffenBaierUK]

Hello Tomyn,

welcome to the Polycom Community.

Looking at the picture I would expect there to be a graphic explaining how to share so you must have made some changes to the Trio already.

I suggest you fatory reset both the Trio and the Visual+ and ensure the Camera is plugged in correctly to the Visual+.

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

[Anonymous]

Many Thanks Steffen for your reply.

We have factory reset both the Trio8800 and Visual+ but the result was still the same.

We notice that the software version is older in Visual+, as we have upgraded the software version in Trio8800 before but not in Visual+. The condition right now is:

Software version of Trio8800: 

  UC Software Version 5.4.5.9188  
  MAC Address 64:16:7F:1E:XX:XX

Software version of Visual+:
  UC Software Version 5.4.3.2400
  MAC Address 00:04:F2:FF:XX:XX (seems like this is MAC from older generation hardware)

Could this problem because of the software incompatibility? Is there a way to upgrade Visual+ software version because I cannot find any topics on the internet about this.

Thanks.

Tomy

[SteffenBaierUK]

Hello Tomyn,

Once the Trio is paired with the Visual+ it will update the Visual+

As you have obscured the MAC Address I am unable to check who your Tier 1 support partner would be you need to contact.

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

[Anonymous]

Hi Steffen,

Many thanks for the reply. Please help us to check our Tier 1 support partner. The MAC address are below:

Trio8800: 

  MAC Address 64:16:7F:1E:AA:D0

Visual+:

  MAC Address 00:04:F2:FF:EA:3E

Thanks.

Tomy

[SteffenBaierUK]

Hi,

they are NCS COMMUNICATIONS ENGINEERING PTE LTD as we sold the unit on the 16/05/2017

Best regards

Steffen Baier

[Anonymous · Accepted solution]

Hi Steffen,

Just want to update that we just upgraded the Trio8800 to the latest firmware:

Polycom_UC_Software_5_4_5_9658_AG_Trio_release

and the self view works now!

Thanks a million for the reply,

Tomy.

[Anonymous]

I'm having a related problem I'm hoping someone can help with.  The area of my monitor where the c930 camera should display only shows bands of color.  The camera image is not displayed.  I've connected the c930 to a PC and verified the camera works.  None of the software updates on the Trio8800 have made a difference.  Currently, version 5.5.2.11217 is installed.  Is there a separate software update I might perform on the Visual+  that might resolve this problem?  I'm using the supplied HDMI cable and a Polycom POE injector.  I've included a picture of my monitor to show the problem.  Thanks for any help.

Naci

[SteffenBaierUK]

Hello @Naci,

welcome to the Polycom Community.

The factory default would not show the PIP where you can see what you describe.

You will need support.

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

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

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

[Anonymous]

Thanks for the response.  Here is the Trio's MAC address:

00:04:F2:FD:F4:2D

I look forward to seeing this Trio fully functional.  I've spent a considerable amount of time configuring it for Skype for Business as a conference room resource.  

Naci