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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!
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‎04-16-2020 05:00 AM

HP Recommended

Hello everyone,

I have the following components in use:

 

Trio 8800
Version: 5.9.2.7727

Trio VisualPro Group 310
Versions: 6.2.2.1-600016

EagleEye 4
EagleEye Producer

Group Series Remote Control

 

I received the remote control afterwards, I would like to use it, apparently it has to be paired for this.
But I don't really find the right instructions for this


https://documents.polycom.com/bundle/rpgs-ag-6-2-2/page/t-rpgs-ag-configure-remote-control-behavior....


In this manual something is mentioned, but I don't have the mentioned menu item at all.

Can anyone help me with this?

 

Best Regards

 

Andreas

14 REPLIES 14

‎04-16-2020 06:05 AM

HP Recommended

Hello @Andreas_RST 

 

did you check page 5 >here<?

 

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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‎04-16-2020 06:20 AM

HP Recommended

Hi again Steffen ;),

 

No unfortunately I did not find the page or it was not offered to me anywhere.

I looked at it on page 5. I press the "house" for 5 seconds then the LED's start to light up quickly and I press up and down simultaneously. But I can't do anything with the remote control, no matter which button I press, nothing happens. Is there anything else to do that the remote controll is working?

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‎04-16-2020 06:41 AM

HP Recommended

From the Release Notes for the VisualPro:

 

 

 

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‎04-16-2020 06:45 AM

HP Recommended

OK, sorry I didn't find them... ;(

unfortunately our partner is not the best or we are not well looked after...

 

So the remote control send signals and the visualpro is receiving but why but why can't I control it? Neither on nor off works, controlling the camera is not possible either.

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‎04-16-2020 06:47 AM

HP Recommended

I had missed the fact the question was around controlling the EE Producer.  I need to reach out to someone else about that.

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‎04-22-2020 02:32 AM

HP Recommended

Were you able to find out anything yet?

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‎04-22-2020 04:49 AM

HP Recommended

Hello @Andreas_RST 

 

due to the current crisis access to testing is limited.

 

I suggest opening an official ticket so we can track this within our service organisation.

 

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
Was this reply helpful? Yes No

‎04-22-2020 05:03 AM

HP Recommended

Can I as an end customer open a ticket at all? I think that has to be done by the partner, right?

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‎04-22-2020 05:15 AM

HP Recommended

Hello @Andreas_RST 

 

during the crisis, you may be able but officially it should come via the Partner. If you post the serial I can check who we sold this via.

 

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
Was this reply helpful? Yes No
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