Group 500, blue screen problem!!

[Anonymous]

Hello.

When we use content sharing in Group 500, some notebook send blue screen. And content connection doesn't disappear even if we remove out the RGB cable.

Reboot is the only way to use content sharing again. But the problem is recurring when we use reconnect the notebook which caused blue screen.

How can we solve this problem? Thanks for help.

* Group 500 Version is v.4.1.3.2.

** Content sharing is doing well generally.

[SteffenBaierUK]

Hello misdave77,

welcome back to the Polycom Community.

The Real Presence Group Admin Guide list's the supported resolutions under the Resolution and Frame Rates for Content Video table.

Are you using any of these?

I would suggest you replicate the issue using a supported resolution and if you can reproduce this raise a ticket via your Polycom reseller and supply the logs.

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]

Thank you for your reply.

Yes, we tried to change resolution according to polycom guide.

- 1280x720 or 1280x768

But the blue screen problem and deactivation of content conncection still wasn't solved. The only solution was to reboot the codec.

We found that this problem is caused by some notebook. So We already requested case-open.

If possible, we just wanted to know the solution as soon as possible.

Thank you.

[SteffenBaierUK]

Hello misdave77,

What is the Polycom SR number starting with 1- ?

What notebook type and what operating system is causing this issue?

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]

Sorry. We didn't get the SR number. 

Specification of Notebook is like these:

  - Model : Samsung Notebook NT200B5C

  - Memory : 4 GB

  - CPU : 2.5 GHz Quad-Core Intel Core i5

  - Graphic card : Intel HD Graphics 4000

  - OS : Windows 7 32bit

[SteffenBaierUK]

Hello misdave77,

we really need to look at the logs for this and the only way to do so is by raising a ticket with Polycom support via your Polycom reseller.

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]

Hello

We have the same issue on a lot of laptops, particulary on laptops with intel HD 3000.

The main issue with it is that the only solution is to change the laptop and to reboot the codec, what take a lot of time... 

What kind of logs would you need to analize deeply this issue.

Thanks, Kevin

[SteffenBaierUK]

Hello Kevin,

welcome to the Polycom Community.

I have just added the following to the community's Video Endpoint FAQ

• Jul 03,2014 Question: How can I use gather logs for Polycom suppor for a HDX or RealPresence Group Series video system?
  
  Answer: For a Group Series:
  

  Logon to the Group Series => Diagnostic => Download Logs => click on Download system log
  For a HDX:

  Logon to the HDX => Diagnostics => System Log => Download Logs => click on Download support information package

Please ensure you always check the community FAQ and/or utilize the community search before posting any new topics or follow up post’s.

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]

Hello

Thanks for that reply, here are my logs, hope it will help the investigations. 

Thanks

Kevin

[SteffenBaierUK]

Hello KevinJ,

we really need to look at the logs for this and the only way to do so is by raising a ticket with Polycom support via your Polycom reseller.

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