RealPresence Trio 8800 / Visual+ camera compatibility

[Mirko]

Hi,

Our company bought it from you Polycom RealPresence Trio 8800 packages for all of our companies in US and Europe. We also bought Polycom EagleEye Mini USB camera, that your sales people sugested to us, but it's not working.
Is this camera compatible with this system?
Thanks.

[SteffenBaierUK]

Hello @Mirko,

welcome to the Polycom Community.

Both the community's Must Read First and the community's 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.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

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

May 15, 2017 Question: Can I use another USB camera with Polycom Trio Visual+?

Resolution:Originally the Polycom Trio only supported the Logitech C930. UC Software 5.5.3 added the ability to the Trio 8800 to also use a EagleEye™ IV USB Camera. The UC Software 5.7.1 release added support to use the EagleEye Mini for both the Trio 8800 and Trio 8500.

Camera	Trio 8800	Trio 8500
Logitech C930	5.4.0 or later	5.5.2 or later
EagleEye USB	5.5.3 or later	N/A
EagleEye Mini	5.7.1 or later	5.7.1 or later

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

[Mirko]

Thanks for the replay.

- Phone Version: 5.5.2.11338

- Phone Model: RealPresence Trio 8800 / Visual+

- Call platform: Skype for Business Online

- "If applicable provide a backup of the phone in question" - It's not applicable in the Web Interface ( see the attachment)

- Log file is in the attacment

- MAC address is 64:16:7F:4F:BF:91

We bought Polycom EagleEye Mini USB camera, that your sales people sugested to us, but it's not working.
Is this camera compatible with this system?

Thanks.

[SteffenBaierUK · Accepted solution]

Hello @Mirko,

as already provided the EagleEye Mini is only supported since 5.7.1 and your device is running an older version.

I am assuming this is Office 365 downgrading your unit.

The Screenshot of the web Interface tells me you are not using the Admin Password to login but a user password so certain features are disabled.

I suggest you import the below (as Admin)

Feb 02, 2016 Question:How can I prevent a Polycom VVX Business Media Phone to be downgraded / upgraded automatically via Skype for Business and/or Office365?

Resolution:For LYNC please download, unpack and import the attached LyncProvisionDeviceParams. For Skype for Business Online / O365 please set the EnableDeviceUpdate to false as explained => here <=

and upgrade your phone

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

for additional questions that the community cannot help you with please consider contacting SCANSOURCE COMMUNICATIONS as they sold the Trio and are your Tier 1 contact.

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