Trio plus Visual+ plus Eagle Eye Mini plus RealConnect or Zoom CRC = Black Screen

Adam in DC
Trusted Contributor

Trio plus Visual+ plus Eagle Eye Mini plus RealConnect or Zoom CRC = Black Screen

This topic was brought up in another post listed below - but the solution of replacement via RMA doesn't really solve the problem.  I replaced one of my 8800s through ScanSource and the problem quickly reappeared.  


First the list:

  • Trio 8800 -
  • Trio Visual + (same version of sw)
  • Eagle Eye Mini
  • RealConnect to Teams
  • Zoom CRC to Zoom

The behavior I'm observing is that after a Teams or Zoom Call via RealConnect or Zoom CRC, the resting screen goes black, but the camera shows the room in the lower right hand corner.  Basically - the wallpaper no longer shows.  What does show at the bottom of the screen are either the words RealConnect or Zoom CRC (or something like this) as these are ghost echoes of the previous call.  


To be clear, the functionality of the system isn't truly affected.  You can hit the calendar on the Trio and join new calls and the video works again - but after hang up - you get a black screen.  A Trio Reboot fixes this.  


I would call this a "screen refresh" issue.  It's an annoyance - and it doesn't look nice, especially since we use OTD to display the meetings on the screen, but again, the system still works and a reboot solves the issue.  But all my reseller could offer the last time I opened up a ticket was an RMA.  But I think this issue is baked into the ecosystem.  




Solved: Trio Visual+ Black Screen of Death? - Poly Community



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Polycom Employee & Community Manager

Re: Trio plus Visual+ plus Eagle Eye Mini plus RealConnect or Zoom CRC = Black Screen

Hello @Adam in DC 


I think we have relaxed the options around warranty, especially for customers with a longstanding Poly relationship, so I suggest you get this into support and we see from there.


Best Regards


Steffen Baier


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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