[FAQ] Troubleshoot Video issues on a Polycom Trio

Polycom Employee & Community Manager

[FAQ] Troubleshoot Video issues on a Polycom Trio

How to utilize the built in Statistics to troubleshoot Video freezing or slow or poor Video.


The Polycom Trio has an inbuilt features which allows users to troubleshoot a Video issue by simply checking the Statistics.


Lost packets are an example for a bad network.


Via the Phone GUI go to the following during a call:


  • Settings => Status => Diagnostics => Media Statistic => toggle through menu via Next or Previous



The above screen quickly enables a user to identify the used resolution of the Video call. In this example a Skype for Business Client called the Trio.


The above statistic will change if for example the Skype for Business client is changed into full screen rather than a small window.




In addition the connected Visual+ statistics can be seen using Settings => Status => Diagnostics => Networked Devices => Statistics




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.


⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓SIGNATURE ⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓⇓
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 1 of 1