Missing calendar information - schedule an automatic restart of a polycom Trio 8800

[Anonymous]

Hello

I've already searched the community quite a bit to find a solution for this, but I couldn't find one. So I'm writing my own message now.

Related articles that I've found:

Weekly Restart of Polycom Trio

http://community.polycom.com/t5/Skype-for-Business/Weekly-Restart-of-Polycom-Trio/td-p/89877

Trio 8800 not showing meetings in Calendar

http://community.polycom.com/t5/Skype-for-Business/Trio-8800-not-showing-meetings-in-Calendar/td-p/8...

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We have multiple Trio 8800 running in our meeting rooms.

Device: RealPresence Trio 8800, 3111-65290-001 Rev:A  

Version: 5.4.5.965.8

Connectivity: non O365 login, normal Lync / Exchange is used to connect to calendar and other information.

They seem to have a weird behavior, when they are running for about 1-2 weeks without a reboot. After that time they lose their calendar information. It's no longer possible for them to join into meetings automatically on the schedueled time of the meeting (no "Join" pop-up appears either), also there are no meetings shown under the calendar tab of the ui.

After a reboot of the device, everything is back to normal and works fine for the next few days.

What is causing this behavior and how can we prevent it?

Which logs do we need to check for errors related to calendar synchronisation?

Are we doing something wrong here?

Is it necessery to reboot a polycom trio after a few weeks? How can we automate this? Is it even possible to do so?

Kind regards,

Daniel

[philliplyle]

This is a known issue that's probably not fixed in the 5.4.5 AG release.  It will require a firmware upgrade.

It's quite astounding that Polycom hasn't released a hotfix build to correct this issue at this point.   I tested a beta build that fixed the problem, and it's now fixed in an upcoming major release upgrade as well.  They may be waiting for the final signoff on the next major release before fixing it.  Still, it's been way too long and unacceptable.

[SteffenBaierUK · Accepted solution]

Hello Daniel,

this sounds like a known issue which is supposed to be fixed in the next 5.5.2 release.

We actually had planned to release this last Monday but had to pull this due a discovered last minute bug.

The next tentative release is this Monday but again this is subject to change.

The Polycom community is not a replacement for our standard support organisation so any issue needs to be reported the correct channels.

For End users this is is your Polycom reseller.

They have access to BETA releases and could provide you with such. The same is applicable for any potential hotfix as this needs to go through Polycom support.

Best Regards

Steffen Baier

[Anonymous]

Hello Steffen

Thank you for the quick response and the information about the upcoming new release which fixes this issue.

We will wait for the official release and see if that fixes our problems. In the future we will contact our reseller in any support cases instead of writing into the forums.

Kind regards

Daniel

[SteffenBaierUK]

Hello Daniel,

Its not an issue to post anything here its just a lot of people assume that by posting here we will fix their issue.

As we are all volunteers (as you can check in my signature) the only way this gets into support is to use the official outlined channel.

That way we can also provide hotfixes etc.

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