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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
HP Recommended

When attempting to share content within an MS Teams conference via HDMI, a green screen displays for the far end when the near end is the presenter (only where it is a combination of a  RealPresence Visual Pro and Trio 8800).

 

Poly Firmware version 6.2.2.1-600016 (Visual Pro)

Poly Firmware version 7.1.0.8045 (Trio 8800)

 

I have been advised that this could potentially be caused by a content protection issue, but in the scenarios tested an Apple Computer is not being used and I cannot see any reference on the Web UI for either the Visual Pro or Trio 8800 to disable HDCP Content Sources.

 

I have provided an attachment of what displays for the far end (please ignore the black blocks either side of the green screen as I have blocked out the participants camera).

7 REPLIES 7
HP Recommended

Hello @JamiePeers 

 

Welcome back to Poly community !

 

Visual Pro and Trio 8800 seems to be on old firmaware version so please update these to latest firmware.

 

If the issue still persist please open a support ticket with Poly for further investigation.

 

 

 

 

HP Recommended

Hi Rahul,

 

Thanks for your response. 

 

Is there a recommended version which is Microsoft approved for both the Visual Pro and Trio 8800 that you would advise upgrading to based on the versions currently installed?

 

Many thanks,

 

Jamie Peers

HP Recommended

Hello @JamiePeers ,

 

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible


Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience.

 

For example, is this a real connect call or what type of set-up is this?


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

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
HP Recommended

Hi Steffen, 

 

Apologies, please see the below.

 

Overview of issue:

When attempting to share content within an MS Teams conference via HDMI, a green screen displays for the far end when the near end is the presenter (only where it is a combination of a RealPresence Visual Pro and Trio 8800).

 

Poly Firmware version 6.2.2.1-600016 (Visual Pro)

Poly Firmware version 7.1.0.8045 (Trio 8800)

 

I have been advised that this could potentially be caused by a content protection issue, but in the scenarios tested an Apple Computer is not being used and I cannot see any reference on the Web UI for either the Visual Pro or Trio 8800 to disable HDCP Content Sources.

 

I have provided an attachment of what displays for the far end (please ignore the black blocks either side of the green screen as I have blocked out the participants camera).

 

Query:

I was advised via the Poly Community that a firmware update for each device would be required before re-testing. Is there a recommended version which is Microsoft approved for both the Visual Pro and Trio 8800 that you would advise upgrading to based on the versions currently installed above?

 

Many thanks, 

 

Jamie Peers

HP Recommended

Hello @JamiePeers 

 

You still have not answered this:

 

For example, is this a real connect call or what type of set-up is this?

 

In addition, is this always or only when shared via Apple? If yes then most likely this is HDCP which cannot be disabled.

 

As this community is run by volunteers (who may be Poly employees) we are most likely unable to help as we would need to look at the signalling and logs.

 

I can only suggest, if you want an official answer, to get this into our official support organisation.

 

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

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
HP Recommended

Hi Steffan,

 

My apologies. 

 

The affected calls are those which are established using MS Teams via the Poly Real Connect Bridge.

 

The Content sharing is unsuccessful and always displays a green screen using a HDMI cable connected to any make/model device (not just Apple). 

 

Many thanks,

 

Jamie Peers 

HP Recommended

Hello @JamiePeers ,

 

This would need to come into our official support organisation. 

 

Official support can be requested via phone or web https://www.poly.com/us/en/support

 

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

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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.