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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

I have a Polycom 8800 with visual+ on the latest software (5.9.0.11421) and the picture quality is poor. On both ends (8800 with V+ to a laptop running Skype) the self image is perfect in everyway but the remote image is poor.  When I unplug the 8800 for the network and plug in my laptop and try a Skype to Skype call everything is perfect.  Also I did test the connection and the up and download is great, ping and jitter also great and zero package loss. To me it seems to be an issue with the 8800 and how it is coding and decoding the video packets. Any one with any ideas?

5 REPLIES 5
HP Recommended

Hello @DSInfor ,

 

Welcome to the Poly Community.

We probably need far more details of you in order to even understand where your issue is.

 

During a call what does display when you navigate to Settings > Status > Diagnostic > Media Statistics ?

 

Do you see any dropped packets?

 

In order to speed this up simply open a ticket.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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,

 

Thanks for getting back to me, here is the information you have requested.

 

Ive used "support" in the past and didnt get very far with that issue so told them to close it.  I usually find community forum posts a better and faster place for support.

 

Audio

Codec: Tx: SILK Rx: SILK

Packets: Tx:14480 Rx:435

Lost Packets: Tx:239 Rx: 0

Packet Jitter: Tx:- Rx: 0

Max Jitter: Tx:- Rx:9

Video

Format: Both:240p

Fps: Tx: 30 Rx: 7

Bit Rate: Tx: 145 Rx: 171

Call Rate: Both:192

Fast update request: Tx:3 Rx:1

Codec: Both:SVC-HP

Packets: Tx: 38533 Rx: 7762

Lost Packets: Both: 0

 

MAC:64:16:7F:3E:C8:FC 

 

Interesting that fair few audio packets lost but no video.

HP Recommended

Hello @DSInfor ,

 

Your Video is only 240P no wonder the quality is bad. I would need to see a backup to comment if you made any configuration changes.

 

Usually, you can try and fatcory reset the device and simply add your Skype credentials. You may need to load a certificate if this is on Premise.

 

I suggest you work with Siphon Networks Ltd who sold this unit back in 30/06/2018. They can escalate this into Poly 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
HP Recommended

I have attached the backup, if you could take a look it would be much appreciated.  It would also seem that the system has very high latency when sharing desktop/windo etc in video call.  Everytime you do something it takes about 20 - 30 seconds before that action is duplicated in the meeting.  So im starting to wonder if something has happened on our network... though it still confuses me that is you plug in a laptop running SfB it all runs fine... do the Polycom 8800's (visual+) use a different method of working with SfB than a PC would? Maybe different ports?

 

NB// Well I was going to send the backup to you but I get this everytime I attach the backup: The attachment's 64167f3ec8fc_trio8800_25-09-2019_14-54.pbu content type (application/octet-stream) does not match its file extension and has been removed.

HP Recommended

Hello @DSInfor ,

 

You would need to open a ticket as we cannot troubleshoot your network. The PC may be in a completely different VLAN as the Trio. In addition, QoS and Firewalls may be involved.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly 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
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