Polycom with Webex issues

Anonymous · ‎03-07-2018

Hi,

We have been experiencing webex issues when dialing out from any of our Polycom systems.

( HDX7000 , HDX8000, and GS500 )

Issue 1 : Normally when we dial out to a webex meeting, we would be able to press 'show content' on our polycom touch panels / remotes and it would 'share screen' on webex. However, we have been recently experiencing that instead of activating 'share screen' on webex when we hit show content, the polycom unit is sending the content to the participant list video feed/far end view. The content replaces the feed being sent from our eagle eye.

See "IMG00". This is the results of what happens when we hit "show content"

Issue 2: When another user on webex shares their screen, we get a different layout shown on the units that we cannot change / configure. ( see attachment 'IMG01' ) We originally saw the content as a fullscreen when shared. However, as shown on attachment "IMG01" , you can see that it now shows a smaller screen for content, and then the particapants far end at the bottom.

We were wondering if anyone is aware if there was a WebEx or Polycom Push update that would cause these compatibility issues. Another thing to note : We have tested with another site that has a different video conference platform ( cisco VC ). Their units seem to function normally with WebEx. It seems to be only affecting polycom VC units.

Is there a solution for these issues?

thank you.

SteffenBaierUK · ‎03-07-2018

Hello @jRufo,

welcome to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Are you aware of any changes on the Polycom End ?

If no I suggest to contact Cisco support as they look after Webex.

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

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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

Anonymous · ‎03-07-2018

Hi Steffen,

HDX7000 – 3.1.8 , 3.1.9, 3.1.11

HDX8000 – 3.1.8, 3.1.9, 3.1.11,

GROUPSERIES500 – 6.0.0 , 6.1.0, 4.2.0 , 6.1.3

we are not aware of any polycom major polycom changes other than firmware updates to a few. However, this is affecting all our polycom firmware versions.

If possible, could you please verify there are no similar reports relating to WebEx?

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