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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎01-30-2020 03:43 PM

HP Recommended

Any ideas why I would be having an issue using the Trio USB Passthrough working on my Surface Book 2?   I can confirm that my configuration is correct because I can get the USB passthrough to work on a spare Dell Latitude laptop.  However the software installs, but just sits at "connecting to trio" on my Surface.  Is there a software conflict with other programs?  I've uninstalled every other Polycom app I had installed (Companion, PPCIP, RealPresence Desktop, etc.).  

 

1 ACCEPTED SOLUTION

Accepted Solutions

‎01-31-2020 11:19 AM

HP Recommended

I figured it out.  I didn't realize that the Poly USB application had to have firewall exceptions... I had assumed all network traffic was going through the Trio and it was just a USB Device connection to my PC.  My local firewall was blocking the USB application from accessing the network.  I don't use the Windows Firewall so the application did not write the firewall rules to open the network traffic.  

Something to keep in mind when end-users use other firewall or endpoint security solutions.  

Thanks for that KB article 41117...  not sure why I couldn't locate it before.  

View solution in original post

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6 REPLIES 6

‎01-31-2020 12:35 AM

HP Recommended

Hi @acelis,

 

which software version do you have on your Trio and which version is on you Surface? I have a Surface Book 2, too, and it runs nice and smooth. With all the other nice Apps from Poly in parallel. No issues. 

 

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‎01-31-2020 01:17 AM

HP Recommended

Hello @acelis 

 

as outlined by @mshu1 you have not provided sufficient information for us to try and troubleshoot.

 

I actually just created this:

 

Jan 30, 2020 Question: How can I troubleshoot Poly Passthrough issues using a Poly Trio?

Resolution: Please check >here<

 

The next step would be a service ticket via your Poly reseller.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎01-31-2020 10:53 AM

HP Recommended

@

5.9.2.7553.

On the Visual Pro I'm running the latest available version 6.2.2.1-600016. 

On my Surface Book I'm running the PolyTrioPass-Through version 1.0.0.0067. 

My Surface Book is running Windows 10 v1909.  

 

@SteffenBaierUK , 

I'm actually a reseller, and have had a support ticket open with Polycom but not getting any kind of response which is why I've had to resort to the Community Forums.  My open ticket is SR 1-15300238791. 

 

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‎01-31-2020 11:19 AM

HP Recommended

I figured it out.  I didn't realize that the Poly USB application had to have firewall exceptions... I had assumed all network traffic was going through the Trio and it was just a USB Device connection to my PC.  My local firewall was blocking the USB application from accessing the network.  I don't use the Windows Firewall so the application did not write the firewall rules to open the network traffic.  

Something to keep in mind when end-users use other firewall or endpoint security solutions.  

Thanks for that KB article 41117...  not sure why I couldn't locate it before.  

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‎01-31-2020 11:31 AM

HP Recommended

Hi @acelis 

 

I literally only created it due you posting here.

 

What Firewall are you using and would you mind posting a screenshot for everybody?

 

Did you leave a note in the case as I made the engineer aware that you have not had heard back?

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎02-01-2020 12:31 PM

HP Recommended

The firewall I was using is McAfee... but I'd assume the same issue would appear for others.  A screenshot of the exemptions I made is attached.  

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