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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We have recently began evaluating a Polycom Trio 8500 for Skype for Business use in our conference room.   We have seen that after power outages, the Trio gets stuck in a Reboot loop until it is factory reset.     We've currently using UC Software version: 5.7.1.4133, but the problem continues.  

 

We have attempted to identify the cause, by isolating the device from the rest of our network, by only powering it via the POE injector, but it still stays in the reboot loop.   So I don't feel this is something wrong with our switches/POE, etc.   

 

What can we try to resolve this issue?   When the device is working, it's great, but having to factory reset it multiple times a week is not a solution we can work with.

4 REPLIES 4
HP Recommended

Hello @AndrewMahon,

welcome to the Polycom Community.

 

I personally never heard of this and it would be of interest what is being displayed on the Trio i.e. if it ever comes up to a menu or what stages this goes through.


The quickest and easiest way is for you to open a ticket so we can look at this.


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

End Customers are unable to open a ticket directly with Polycom support.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi Steffen,

 

We purchased via an online retailer -- www.factoryoutletstore.com.   Our phone's MAC address is 64:16:7F:1D:5F:A6.   Please let me know what else you may need to create a support ticket.

 

Thanks,

 

Andrew

HP Recommended

Hello @AndrewMahon,

SCANSOURCE COMMUNICATIONS sold this 26/02/2018. I suggest you contact them if you have trouble escalating this via the people who you purchased this 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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I am having the same issue was the fix ever figured out?

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.