Realpresence Trio 880 Visual+ Video freezing during meetings

[tboggs13]

This is a Skype for Business on premise environment. The Trio 8800's are logged in with SfB resource accounts and meetings are scheduled with these accounts. We have a 1GB internal network and two sites, one in TX and one in TN. Site are connected via VPN over a 100MB shared network connection. We currently have no QOS enabled but do plan to in the coming month behind a few other infrastructure projects.

We are trying to make video conferencing more of an integrated part of our daily work flow, but are having problems with the Trio units. Video from the units freeze more than they run. Maybe 2-3 seconds of movement followed by 10-15 seconds of no movement.

This happens from these device in all scenarios:

Trio <> Trio (TX <> TN over VPN)

Trio > SfB client (Internal)

Trio > SfB client Remote (TX over Edge)

Trio > SfB client Remote (TN over VPN)

We have no issues with video between SfB clients, internal or external. Video even works better on mobile clients.

I have tried tweaking the video settings, lowering resolution form 1080p to 720p and frame rate from 25 to 20 fps. Nothing seems to have an impact on performance.

Is anyone aware of any other settings that need to be tweaked to make these device have smooth(er) video in a SfB environment?

[SteffenBaierUK]

Hello

Posting the currently used software version may give us an idea but most likely we would need you to open a support ticket via your POLYCOM reseller as we have seen something similar in at least my region EMEA

Replied via a mobile device

[Arturas Rimonis]

We have very similar issue with Trio 8800 with software version 5.4.5.9188. In our case we experience frequent short 1 sec video freezes when in a meeting or video call. All other participants joining from thei regular Skype for Business client do not freeze. We are on Skype for Business server 2015 on prem.

[SteffenBaierUK]

Hello Arturas Rimonis,

welcome to the Polycom Community.

The Skype for Business client cannot really be compared as the Trio uses a 1080 Video Stream where a minimized Skype Client usually has a lower resolution unless you go completely full screen and depending on the Camera it still may only be 720P

If you have a Polycom reseller feel free to open a ticket but I assume it is a network issue with lost packets. 

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

[Arturas Rimonis]

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@SteffenBaierUK wrote:

Hello Arturas Rimonis,

welcome to the Polycom Community.

The Skype for Business client cannot really be compared as the Trio uses a 1080 Video Stream where a minimized Skype Client usually has a lower resolution unless you go completely full screen and depending on the Camera it still may only be 720P

If you have a Polycom reseller feel free to open a ticket but I assume it is a network issue with lost packets. 

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

---

Hi Steffen,

thank you for quick answer. The issue is that skype users see video comming from polycom freezing, but polycom see all Skype video streems clearly. We have two identical Trio unis and both behave identicaly. Skype client users use same Logitech C930e webcams.

[SteffenBaierUK]

Hello Arturas Rimonis,

again on a Skype for Business client if normally used it does not send the same resolution even if in full screen.

I suggest you check to lower the call rate on the Trio to 720 and ensure they use the same VLAN etc.

The next step is to open a ticket with your reseller.

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

[Arturas Rimonis]

Do you mean the setting as seen in attached screenshot? If yes then it is set to 540p.

[SteffenBaierUK]

Hello Arturas Rimonis,

Call Rate is set to 2048. Lower this.

The setting you changed are for Conference calls via the AVMCU only not for point to point.

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

[Arturas Rimonis]

Hi Steffen,

I havetried lowering call rate value but it still the same. It is freezing with any value of this parameter. Event with lowest one. It reduces video quality but still freezing the same.

[SteffenBaierUK]

Hello Arturas Rimonis,

the next step would be to contact or work with your Polycom reseller.

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

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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