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Jun 21, 2019 | view(s) | people thought this was helpful

I Get Audio-Only or 360p video quality in Cisco Webex Video Platform Joined from a Polycom Endpoint

I get Audio-Only or 360p video quality in Cisco Webex Video Platform sessions joined from a Polycom Endpoint

I get audio-only in Cisco Webex Video Platform meetings joined from a Polycom endpoint.

I cannot see meeting content or shared video in a Cisco Webex Video Platform session connected from a Polycom endpoint.

I get 360p video in Cisco Webex Video Platform meetings when connected from a polycom endpoint.


Note: CMR Cloud has been renamed to Cisco Webex Video Platform. Some links and text may still refer to CMR Cloud, but information should still apply to the renamed service.

Solution:

Users joining from a Polycom endpoint with firmware v3.1.4 or lower may experience 360p video quality if you do the following:

  • Join as the host
  • Join before host

It is recommended to join from a Polycom endpoint after the meeting has begun. Upgrading your Polycom endpoint to version 3.1.6 or later should resolve this.

  • Users joining a Cisco Webex Video Platform session from a Polycom endpoint may only be connected to the audio conference and not the web meeting.
  • It was found that Polycom firmware v.3.1.5 is experiencing this problem. It is recommended to upgrade to Polycom's version 3.1.6 or latest to resolve this issue.
  • Once your Polycom firmware version is upgraded, please try joining the meeting again.

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